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Q1:
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To resolve this issue, there are four main steps:
Q2: I’ve used a gift card for a transaction, but the gift card does not have enough money. When I try to cover the balance with an additional card, I get an error that states overtendering is not allowed. How do I fix this?
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I have a new employee starting soon. How do I get an RMH login for her?
RMH users can only be created by IT staff. Please create a request in Jira. To request a new user, please provide the following information:
Store Name
Employee Name
Employee Code (last 4 characters of Paycom Code)
Employee Role (Cashier or Manager)
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Q2: I am going to work at a different store for a little while. Will my RMH login at one store work at another store?
In general, no. Each store has their own set of users. Just because you are a user at the Arnold store does not mean you can use the POS equipment at the Harvester store. In order to work at another store, you must request RMH credentials for the new store.
Note: there are some exceptions to this rule (like DMs and Administrators). Those accounts have been created in RMH Central so they are available at all the stores.
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Q3: I have an employee who forgot her RMH password. How can I reset it?
Please create a request in Jira to reset the password. Please include the following information:
Store Name
Employee Name
Employee Code
The password will be reset to the default one. Please make sure the end user changes the password once they log in.
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Q4: A customer used a prepaid credit card in a transaction. The balance of the prepaid card could not cover the entire transaction value so Sound Payments took a partial payment. Now, when I try to add the remaining balance to another credit card, it won’t let me. The box turns red every time I enter the balance. What can I do to complete the sale?
This is a known bug in RMH POS. For some reason, when you enter the remaining balance into the credit card field, it thinks you are over-tendering (giving more money than the value of the transaction). The only tender type that is allowed to over-tender is Cash.
So, enter a lesser amount into the credit card field and the remaining balance into the Cash field. For example, if the remaining amount is $5.60, enter $5.50 into Credit Card and $0.10 into Cash. This is trial and error process. Sometimes it will accept $5.59 Credit Card and $0.01 Cash. Other times, it will require $5.30 Credit card and $0.30 Cash. Note: the total just has to add up to the balance.
Tell the customer it’s their lucky day and they’re getting a small discount.
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Q5: A customer wants to use multiple credit cards to pay for a transaction. When I enter the second amount into the credit card field, it turns red. What’s going on? How do I take multiple credit card payments?
This is the same bug as in Question #3 above. For some strange reason, RMH POS thinks you are over-tendering on the second credit card. You must enter a slightly lesser amount in the second Credit Card field and the remaining balance in the Cash field. Review the answer from above.
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Q6: I’m trying to ring up an employee and I cannot find them in the system. How can I give them the employee discount?
First, only managers can give employee discounts. Cashiers can do the lookup and select an employee customer, but a manager must scan the items to receive a discount.
If you cannot find an employee in RMH, it may be because they are so new, their employee customer record has not been put into RMH. In that case, search for the account N101.
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