Guest checks, paid receipts, merchant copies, customer copies, digital receipt requests, and reversal receipts represent different stages. A receipt delivery problem must not cause staff to repeat a completed payment.
Distinguish a guest check from a paid receipt
Use Guest check before capture to print the amount due. Reprint can produce another pre-payment guest check. Neither document proves payment.
After POS confirms a processed payment, the paid-stage Receipt actions become available. The completed receipt uses the existing order and payment snapshot. Confirm the payment state and remaining balance before troubleshooting delivery.
Print the correct receipt copy
The paid stage can print a customer receipt, merchant copy, or customer copy. For settled split checks, POS can queue receipts or copies for all eligible settled checks.
On an installed Android Main POS with an assigned supported printer, receipt text can print directly through the native printer path. Otherwise POS queues the job to the assigned printer runtime. Receipt sent to print queue or a queued job is not proof of physical paper; verify the job status and output.
If payment succeeds but the automatic receipt path fails, the payment remains completed. Fix the printer assignment, bring the owning Windows or Android station online, and reprint from the existing paid order instead of charging again.
Queue email or SMS delivery
Enter a valid email address and select the email receipt action, or enter a valid mobile number and select SMS. POS reports Receipt email queued or Receipt SMS queued after accepting the delivery request.
Queued means the outbox accepted the request for the configured delivery provider; it does not prove the recipient received the message. For SMS, POS normalizes supported US numbers to E.164 format and otherwise requires a valid international number beginning with +.
Use No receipt only when the guest declines printed and digital delivery. It records the choice without changing payment state.
Handle refund and void receipts
An eligible refund or void can create its own reversal receipt job. POS can report that the reversal completed while receipt printing still needs attention. Treat provider reversal state and receipt delivery as separate evidence.
Reprint or deliver the reversal evidence after confirming the refund or void result. A printed refund receipt does not make a pending provider refund final, and a printer failure does not undo a completed reversal.
Troubleshoot without duplicating payment
- Confirm the order shows the expected processed, refunded, or voided state.
- Confirm the intended receipt type and settled check.
- For print, inspect the assigned printer, owning station, job status, and physical paper.
- For email or SMS, confirm the queued request, address or phone, delivery-provider readiness, and recipient filtering.
- Reuse the existing order receipt snapshot for reprint or redelivery.
Never run another tender to solve a receipt problem. Escalate with the order ID, receipt type, delivery channel, queue or job status, intended printer or masked recipient, and any displayed error.