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Purpose
A customer-support-facing knowledge base of known issues and how-to answers — the first place L1 support should check before escalating. Distinct from Common Issues & Fixes , which is more dev/ops-oriented; this page is about customer-visible questions and issues, in plain language.
POS
Question / Issue | Answer / Fix |
|---|---|
"Can I reprint a receipt?" | _(document the actual flow once confirmed)_ |
"Why does the terminal show a different amount than the POS screen?" | Usually a sync delay between POS and Stripe Terminal — confirm both show the same amount before retrying; if it persists, escalate to L2 |
KDS
Question / Issue | Answer / Fix |
|---|---|
"An order isn't showing up on the kitchen screen" | Check realtime connection (Soketi) status first; if other screens are working, likely a single-device network issue rather than a system-wide problem |
Reservations
Question / Issue | Answer / Fix |
|---|---|
"Auto-Seat assigned a reservation to the wrong table" | _(document known limitations of the Auto-Seat logic once confirmed, and how staff can manually override)_ |
CRM
Question / Issue | Answer / Fix |
|---|---|
"A guest's loyalty card isn't being recognized" | Confirm the card is a supported MIFARE Classic card and the UID was registered correctly; see Architecture & Infrastructure (Engineering space) → servEase Go for the NFC flow |
General / Account
Question / Issue | Answer / Fix |
|---|---|
"How do I add a new staff member?" | _(document the actual account/role management flow once confirmed)_ |