Desktop messages: sales screen, payment and returns
What the messages on the desktop sales screen mean and how to fix them: product not found, out of stock, customer limit, sale could not be saved, discount limit, returns.
This page lists the warnings and error messages you may see in the BenimPOS desktop app on the sales screen, when taking payment, when applying discounts and returns, and in the sale details. Under each message you will find what it means, why it appears and what to do. Search the page for the first words of the message on your screen (Ctrl+F). Parts shown as <…> in the messages appear on screen as a product name, an amount or error details.
Scanning products and the cart
"Product with barcode '<barcode>' not found!"
"Would you like to add a new product now?"
What it means: The barcode you scanned is not saved in your products.
Why it appears: The product was never added, its barcode was saved differently (e.g. the scanner adds a leading 0), or the product was just added on another device and has not synced to this computer yet.
What to do: If you choose Yes, the product card opens with this barcode; enter the name and price and save, and the product is added to the receipt. If the product is saved, press Sync now on the Data integration card on the home page; if the barcode is saved differently, fix it with Change Barcode on the product card. If you type a product name in the barcode box and press Enter, the Find product window opens instead of this question.
"You do not have permission to add products."
What it means: You tried to create a new product for a barcode that was not found, but your staff account has no permission to add products.
Why it appears: The add / update product permission on the Products tab of the staff card is turned off.
What to do: Ask your manager to add the product, or ask them to turn on Can update product details on the Products tab of your staff card in Staff.
"The product retrieved from the central database could not be added to your account automatically."
What it means: For a barcode you do not have, a ready-made product record was found in the BenimPOS product database but could not be written to your account.
Why it appears: When Add products automatically is on, a barcode that is not found is fetched from the ready-made product list; something went wrong while writing it to the database on the computer.
What to do: Scan the barcode again. If it happens again, add the product manually from Products › Add / Update Product.
"Product barcode not entered"
What it means: You typed in the quantity*barcode format, but there is no barcode after the asterisk.
Why it appears: For example, only “5*” was typed and Enter was pressed.
What to do: Type the quantity first, then the asterisk, then type or scan the barcode: 5*8690000000000.
"This product is out of stock. Please add stock or turn off the option to stop selling when out of stock."
"Product out of stock!"
What it means: The product you scanned was not added to the receipt because its stock is zero or negative.
Why it appears: The Do not sell without stock setting is on in Settings › Profile settings › Receipt and sales card; this setting blocks selling products that are out of stock.
What to do: Enter stock with Add Stock on the product card, or enter a purchase invoice. If you also want to sell without stock, turn off Do not sell without stock and press Save Changes. If the stock is correct on the web but shows zero in the desktop app, wait for sync (Data is not syncing).
"Products that dropped to low stock: <product names>"
What it means: After the sale, the stock of the listed products fell to or below the low stock level you set on the product card. This is only a notice; your sale has been saved.
Why it appears: For products with a LOW STOCK LEVEL on the product card, stock is checked after every sale.
What to do: Order and add stock if needed. For a product you do not want warnings for, clear or lower the LOW STOCK LEVEL field on the product card.
"You do not have permission to remove items or clear the receipt on the sales screen."
"You do not have permission to remove items on the sales screen."
What it means: With your staff account you cannot remove items from the receipt or clear the receipt.
Why it appears: Cannot remove items on the sales screen (restriction) is on, on the Sales tab of your staff card. This restriction does not affect the manager login.
What to do: Ask your manager about the item added by mistake. The manager can turn off this restriction on the staff card in Staff.
"Could not get product details: <error details>"
What it means: The details of the product you scanned on the price check or return request screen could not be read from the database on the computer.
Why it appears: Usually because the database is busy at that moment (e.g. sync running in the background).
What to do: Wait a few seconds and try again; if that does not help, close and reopen the app. If the problem continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message.
Payment and saving the sale
"There are no products in the list."
What it means: You pressed a payment button while the receipt was empty.
What to do: First add products to the receipt by scanning a barcode, from quick products or as a miscellaneous amount, then choose the payment type.
"To make a sale on account, you must select a customer."
What it means: A sale on account (on credit) needs a customer linked to the receipt.
Why it appears: You pressed the On account (F3) button without selecting a customer.
What to do: Press Select customer and choose the customer (if they are not saved, use + New customer), then press On account again. More: Selling on account.
"Sale on account is not possible because the customer limit has been exceeded."
What it means: This sale would take the customer's debt above the credit limit set on the customer card; the sale was not saved.
Why it appears: A CUSTOMER LIMIT is set on the customer card, and the current debt plus this receipt exceeds it.
What to do: Take a payment from the customer to lower the debt, take the sale as cash / card or split payment, or raise the limit with Edit Details on the customer card.
"The sale could not be saved and nothing was recorded. Your cart is still there, please try again."
"Sale could not be saved"
What it means: The sale could not be written to the database on the computer. Nothing was recorded, stock was not reduced and your receipt was not deleted.
Why it appears: The database did not respond at that moment (e.g. heavy sync, slow disk), or a sale number could not be generated.
What to do: Wait a few seconds and press the payment key again. If it keeps happening, close and reopen the app; if it still happens, restart the computer. If it continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message; meanwhile you can make sales from the web or mobile app.
"Please select a payment type for all lines."
What it means: In the split payment window, a line where you entered an amount has no payment type.
What to do: Choose the payment type (Cash, Card or other) on every line where you entered an amount, or delete the amount on lines you are not using.
"Enter at least one payment line."
What it means: No amount was entered on any line in the split payment window.
What to do: Enter a payment type and amount on at least one line; Fill remaining writes the remaining amount to that line. If you are putting the whole amount on the customer's account, use Select customer and confirm.
"You do not have permission to add payments to customers"
What it means: You entered an amount in the Add payment to customer box in the split payment window, but your staff account cannot add customer payments.
Why it appears: The Can add payments permission on the Customers tab of the staff card is off.
What to do: Delete the amount in the box and complete the sale, or ask your manager to turn on this permission.
"You must select a payment type for the payment to be added to the customer."
What it means: You entered an amount in the Add payment to customer box but did not choose a payment type.
What to do: Choose the payment type from the list next to the box, or delete the amount.
"Could not get payment types: <error details>"
What it means: When you pressed the Other payment button, the payment types you set up could not be read.
Why it appears: The database is busy or cannot be reached at that moment.
What to do: Wait a few seconds and try again; if that does not help, close and reopen the app. If the problem continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message.
"No other payment types are set up. You can add payment types in the settings."
What it means: You have no payment types (meal card, bank transfer, etc.) set up other than Cash, Card and On account.
Why it appears: Extra payment types are not set up in the desktop app; they are set up in the web panel and arrive through sync.
What to do: Add the payment type in the web panel, then press Sync now on the Data integration card in the desktop app. More: Payment types.
Discounts
"You can apply a maximum discount of <currency> <amount> to the sale."
"You can apply a maximum discount of %<rate> to the sale."
What it means: The total discount you applied to the receipt is higher than the maximum discount set for your staff account; the discount was reset to zero.
Why it appears: On the staff card, the MAXIMUM DISCOUNT under Can apply receipt discount is limited as an amount or a percentage.
What to do: Enter a discount that does not exceed the limit in the message. If you need a higher discount, your manager can change the limit on the staff card. More: Discounts in sales.
"You can give a discount of up to <amount> <currency> per product"
"You can give a discount of up to %<rate> per product"
What it means: The product (line) discount is higher than the limit set for your staff account; the discount was not applied.
Why it appears: A maximum discount is set for Can apply product discount on the staff card.
What to do: Enter a value below the limit, or ask your manager.
"The discount cannot be more than the product total."
What it means: The discount you entered on the line is larger than the line amount; the product would go to a negative amount.
What to do: Enter a discount smaller than the line amount. If you use two discounts, remember that the second one is applied to the amount left after the first.
"Discount error: <error details>"
"You entered an invalid value: <error details>"
What it means: The value entered in the product discount window could not be read, or an error occurred while applying the discount.
Why it appears: A character other than a number may have been typed in the discount box, or more than one comma / dot was used.
What to do: Type the value using digits only (a single comma for decimals) and press Apply again. If it continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message.
Returns
"In return mode, only Cash and Card transactions are allowed."
What it means: While return mode was on, you pressed the On account shortcut (F3) or a payment button that is not supported.
What to do: Complete the return with Cash Refund or Card Refund. To refund the amount to the customer's account, first select the customer and use the On-account Refund button on the screen. More: How to take a return.
"Please scan the product barcode and enter a valid quantity."
What it means: While creating a return request, no product was fetched or no return quantity was entered.
What to do: Scan the product barcode and press Get product, enter a RETURN QUANTITY greater than 0 and press Create return request.
"An error occurred while saving the request."
What it means: Your return request could not be saved.
Why it appears: Something went wrong while writing to the database.
What to do: Create the request again. If it continues, ask your manager to take the return directly. More: Return requests.
Sale details, receipt cancellation and exchange receipt
"All products on the receipt have been cancelled."
What it means: All products of the sale you opened were cancelled earlier; this receipt cannot be changed.
Why it appears: The receipt was cancelled completely, or the products were cancelled one by one.
What to do: This is for information only. If you need to record the sale again, make a new sale from the sales screen.
"An error occurred while cancelling the product; no changes were made. Please try again."
What it means: The product on the receipt could not be cancelled; the receipt and stock did not change.
Why it appears: The database did not respond at that moment.
What to do: Wait a few seconds and try again; if that does not help, close and reopen the app. If the problem continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message.
"An error occurred while cancelling the product on the receipt. This product may have been cancelled already."
What it means: The line you wanted to cancel was not updated.
Why it appears: The line was most likely cancelled earlier (red CANCELLED line).
What to do: Close and reopen the sale details and check the status of the line. If it is not cancelled, try again.
"An error occurred while cancelling the receipt; no changes were made. Please try again."
What it means: The whole receipt could not be cancelled; the sale stays as it was.
Why it appears: The database did not respond at that moment.
What to do: Wait a few seconds and try again; if that does not help, close and reopen the app. If the problem continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message. After cancelling, wait for the page to load fully.
"The receipt could not be updated; no changes were made. Please try again."
What it means: The changes you made in the sale details (payment type, customer, date, quantity, price) were not saved.
Why it appears: Something went wrong while writing to the database.
What to do: Check your changes and press Update again. More: Editing a sale and cancelling a receipt.
"Please select a valid payment type."
What it means: The payment type in the sale details is empty or invalid.
What to do: In the Payment type list, choose Cash, Card, On account, No effect or one of the extra payment types you set up, and press Update.
"The discount cannot be changed for a cancelled product."
What it means: You tried to change the discount on a cancelled line (red CANCELLED).
What to do: Cancelled lines cannot be changed. If the product is being sold again, make a new sale from the sales screen.
"An error occurred while updating the discount: <error details>"
What it means: The product discount in the sale details could not be saved.
Why it appears: Something went wrong while writing to the database.
What to do: Wait a few seconds and try again; if that does not help, close and reopen the app. If the problem continues, message our WhatsApp support line (weekdays 09:00–18:00) with a screenshot of the message.
"This sale was not found or has been cancelled."
"Exchange receipt could not be printed"
What it means: The sale you want an exchange receipt for was not found on the computer, or it has been cancelled.
Why it appears: The sale was cancelled completely, or it was made on another device and has not synced to this computer yet.
What to do: You cannot get an exchange receipt for a cancelled sale. If the sale was made on another device, wait for sync and try again. More: Exchange receipt.
"There are no products to print on the exchange receipt for this sale."
What it means: All products in the sale have been cancelled, or the sale consists only of cancelled lines.
What to do: An exchange receipt is printed only for products that have not been cancelled.
If you did not find your message here, or the suggested steps did not solve the problem, send our WhatsApp support line a screenshot of the message, your registered email address and the version number at the bottom right of the home page. If a remote connection is needed, our team will ask you for your Alpemix connection details.