Order not showing up on pos system for return

[JordanNachole]

A customer made a purchase through our POS system on April 6th. They wanted to return an item today with their receipt. We typed in the receipt number, and the order did not show up. We found the order number through shopify on our desktop and typed the order number into the pos. The order still did not show up. 

We were able to process the refund and return through the desktop app, but there is no record of the order in the pos app. Has anyone experienced this?

[Kimi]

Hey, @JordanNachole.

That's an interesting situation, and one that warrants a closer look by our support team. Are you able to contact our retail team via your POS app? You'll be able to do so by tapping ≡ > Support > Contact support.

From there, our retail team can authenticate you against the correct store, in order to securely gain access to your account information. They may also request that you submit your POS logs for closer inspection on their end — they'll be able to guide you on how to do so but I'll also leave instructions for that here. 

[BobBill]

Same issue here. Best is to unarchive the order in shopify admin. after that the order shows up in the pos. But this must be a bug. this cost us too much time.

[Kimi]

Hi, @BobBill.

Thanks for sharing that insight with us.

If you haven't already done so, I encourage you to get in touch with our retail support team by following the instructions I sent in my initial reply. They can take a closer look at your store in more detail to look at other potential solutions and, if needed, work alongside our retail technical specialists for further investigation.