Reference
Support and known limits
How to get help, what to include in a report, and what Pay Sync cannot do, stated plainly.
#How do I get help?
Email info@askmario.co.za or use the support page. Every message is read and answered directly. There is no ticket portal.
You can also ask us whether your card terminals are supported. Pay Sync works with terminals on a supported terminal provider's cloud service.
#What should I include in a report?
The more of this you send, the faster we can find the payment:
- Your shop domain, for example your-shop.myshopify.com.
- The location and till where it happened, and the terminal ID if you have it.
- The Shopify order number, if the sale went through.
- The RRN or reference printed on the terminal slip, if there is one.
- When it happened, in South African time.
- Your mode and environment: Simulator, or Live on Test or Production.
- What you expected, and what happened instead.
- A photo of the till or terminal screen, if it helps.
Good: The reference on the slip and the order number let us trace a payment from the raw record in minutes.
#Does Pay Sync ever block a sale?
No. The cashier always finishes the sale in POS with your own custom payment type. If a terminal is offline, slow or gives an unexpected answer, the cashier can key the amount on the terminal as usual. The problem then shows up as an exception for someone to review. A lapsed plan never blocks a sale either.
#What are the known limits?
We would rather you read these now than discover them during a busy trading period.
| Limit | What it means for you |
|---|---|
| No cancel from Pay Sync | Once an amount is sent to the terminal, Pay Sync cannot call it back. In POS the cashier can only choose Stop waiting, which stops the till watching but does not cancel the payment. A card cancel is done on the payment device itself, with the red X. Check the terminal and the slip before charging again. |
| Needs an online device | When the POS device is offline the Pay Sync tile shows Offline and cannot send the amount. Key the amount on the terminal, finish the sale with the custom payment type, and capture the slip afterwards if it does not match on its own. Key the amount on the terminal, finish the sale with the custom payment type, and capture the slip afterwards. |
| Reconciliation needs the answer | If a payment succeeds but the answer never reaches Pay Sync, for example after a network drop or terminal restart, it appears as an exception until it is matched to its sale. That is what the exceptions list is for. |
| Shop currency only | An amount is sent only in your shop's currency. If a till's market uses another currency, the cashier cannot send, and Pay Sync never converts. |
| Not a payment gateway | Pay Sync does not create payment transactions in Shopify or change an order's payment status. It sends the amount to your terminal and records the answer. |
| Bank decides | Your bank, not Pay Sync, decides whether a card payment is approved. |
| South African time | Times, the trading day in the Daily report and the nightly check all use South African time, whatever time zone your Shopify store uses. |
| Simulator is not real | Results in Simulator mode are test data. No terminal is contacted and no money moves. |
| Needs a refresh after updates | A till keeps the old version of the tile until POS is force-closed and opened again. |
#How is Pay Sync billed?
Billing goes through Shopify, on your Shopify invoice. Fees are per active card terminal per month, as shown on the App Store listing. A terminal counts as active in a billing cycle once it has taken an approved payment through the app in that cycle. These fees are separate from what your terminal provider and bank charge you.
#What happens if I stop using Pay Sync?
Uninstall it from your Shopify admin. Billing stops under Shopify's rules, and usage already charged for the current cycle is not refunded. See Data and privacy for what happens to your records.
#Where are the legal terms?
The Terms of Service cover billing, availability and liability. The Privacy Policy covers your data.