Help Center
The same answers your team finds inside Exceed Store, searchable here before you even sign up.
145 articles
If I leave the branch field blank while adding a user, what does that give them?
Access to every branch, not one specific one — suitable for a general manager or admin. Pick a specific branch instead, and they'll only see that branch's data and orders (within whatever their role's permissions allow).
When do I need to add a new branch?
Every real point of sale/store location gets its own branch — a default warehouse is created for it automatically. If that same branch needs more than one warehouse (e.g. a main store plus backup storage), add extra warehouses from the branch's detail page.
I turned on the kiosk but it's not working — what should I check?
The kiosk needs two things together: a kiosk license on your subscription plan (enabled by the platform operator) and this toggle turned on here. If both are set and it's still not working, check that a default branch exists and its warehouse has items available.
What's the difference between requiring customer name/phone for POS vs kiosk?
The kiosk always requires the customer's name, phone, and a full address, since the order has to be delivered — no exception. Regular staff POS follows the setting here instead: you can make it optional or required depending on what you need.
Do reports pull data from every branch, or just the current one?
Most reports have their own branch filter you can set or leave blank to include every branch — the branch your POS session is currently open on has nothing to do with reports; they're two completely separate settings.
Why do the Profit & Loss numbers differ from the Sales report?
The Sales report shows gross revenue; Profit & Loss also subtracts cost of goods sold and expenses — so high sales can still show a thin profit if margins are tight or expenses were high in that same period.
When does the "delivery overdue" alert fire?
When a kiosk order stays undelivered for more than 24 hours from creation, a WhatsApp alert goes to the first active user with dispatch-edit permission and a phone number on file — branch-specific first, falling back to a company-wide user if none is set for that branch. Each order only ever triggers this once.
What does the Dispatch screen actually show?
Every self-service (kiosk) order, regardless of payment method — regular cashier sales don't show up here since they have no delivery. Assign a driver from each row's dropdown, then update the status once it's handed over: delivered (with an optional proof photo), delivery failed (with a reason), or scheduled for a retry.
The customer paid but no order appeared — what happened?
An order only gets created once the payment gateway (K-Net) actually confirms it — if the customer closed the payment page early or the payment stalled, it stays pending. The system texts them a WhatsApp link to finish paying from their own phone, and you can see every pending/failed attempt from the platform's Tenant Manager dashboard.
What exactly is the public store (kiosk)?
An unattended self-checkout screen at /store for customers to order and pay on their own — from a device in-store or their own phone. Payment is Cash on Delivery or online K-Net only, no discounts. It needs turning on from Settings and a license on your plan. The Settings "Store" tab lets you set a banner image, the store's own color theme, and a welcome message.
Why don't I see an online (K-Net) payment button at checkout?
The platform operator (Super Admin) needs to have enabled the K-Net gateway for your company and entered valid credentials first, from the platform's own settings. Once enabled, a "Pay with K-Net" button appears as an extra option alongside the regular payment methods.
What does "Hold" do at checkout?
Sets the current cart aside (including the customer's name/phone) so you can start a fresh sale, then come back and resume the held one later from the "Held invoices" list. Useful when a customer is waiting on something or still deciding.
How do I split a payment across more than one method?
Opening the payment screen shows a table letting you enter an amount per available payment method (cash, K-Net, credit) instead of picking just one — the amounts must add up to exactly the invoice total before you can confirm the sale. This is staff-only; the kiosk always uses a single method.
How do I process a return for an order?
From the Sales Returns screen, start a new return and select the original order — its lines show up so you can pick the returned quantity per item. The return restocks inventory and adjusts the customer's balance automatically based on the original payment method.
Why can't I find an old order on the Orders screen?
Check that you've cleared any filters applied from the top of each column (date, branch, payment method, cashier) — filters stack together, so an order outside the selected date range won't show up even if everything else matches.
What's the difference between order status and delivery status?
Order status is about the sale/payment itself (completed, cancelled...). Delivery status only applies to kiosk (self-service) orders and tracks the actual delivery journey: pending, delivered, failed, or scheduled for retry. A regular in-store cashier sale has no meaningful delivery status.
What does "Available Stock Only" mean on the Items screen?
Filters the list to only items with stock above zero in the current warehouse — useful while selling, so you're not offered something that's out of stock. Turn it off to see every item, including ones that are out.
Why doesn't the price change when I edit it directly on the item?
The actual sale price comes from Price Lists, not the item record itself — if the item is covered by an active price list, that's what controls the price shown at checkout. Edit the price from the relevant price list instead, or create one if none exists yet.
How do I import many items at once?
From the Items screen, download the import template first, fill it in (code, Arabic/English name, type, price...), then upload it back on the same screen. Rows whose code already exists update that item instead of creating a duplicate.
What does "Amount Due" next to a customer's name mean?
The amount this customer still owes the store from earlier credit sales. It drops automatically whenever you record a receipt voucher for them, and grows with every new credit sale to them.