Use this at the till when a scan does nothing or the app says the product is not found. Serve the customer first, then fix the cause.
Before you start
- You are on Checkout and the search box shows Scanner ready.
Steps
- Tap the Search products box so it has focus, then scan again. A scan fills the box with the code and opens the Product Details window.
- If the label is wrinkled or shiny, flatten it and scan at a slight angle, or scan the barcode on the outer case.
- Fallback 1: type the digits under the barcode into Search products. The matching product appears; tap it.
- Fallback 2: search by name or brand and tap the product.
- If the app says No product matches this barcode. Scan again or check the code., the product is not in the catalog with that barcode. Sell it by name and ask a manager to add the barcode under Inventory → Catalog → Edit product → Barcode.
- After the rush: check the scanner cable, try another port, and scan a known product to confirm.
Check it worked
- Scanning a known product fills Search products with its code and shows it in the grid.
- The same product now scans on the first try.
If something goes wrong
| Problem | What to do |
|---|---|
| The scan types digits into the wrong field | Close any open dialog, tap Search products and scan again. Scanning is paused while the payment or weight window is open. |
| Nothing happens at all and the screen shows Screen Locked | Unlock with a PIN first; the scanner is ignored while locked. |
| The same code opens a different product | Two products share a barcode. A manager fixes the wrong one under Inventory → Catalog. |
| The scanner beeps but nothing appears anywhere | It may be set to a different keyboard layout. Contact support via WhatsApp (see the Contact section of our site) with the scanner model. |