While network technology has advanced significantly, it isn't without its flaws. Networks can fail, and when they do, Clover Sport is here to help keep things running smoothly. A Clover Sport device can still complete certain orders during network issues. This means Clover Sport will process the order offline and then, once the network is restored, handle the payment. This guide will explain what Offline Mode is and how to use it effectively.
- What is Offline Mode?
- How do I know when I'm working in Offline Mode?
- How do I enable Offline Mode?
- Offline Credit Card Amount Limit (USD)
- What risks are involved with using Offline Mode?
- What should I do after using Offline Mode?
- Can I log into the device if it is offline?
What is Offline Mode?
In a cloud-based point-of-sale system, maintaining a network connection is crucial. To address potential network issues, Clover Sport is designed to function with minimal or no network connectivity. With Offline Mode, you can continue to complete orders even during internet disruptions.
In Offline Mode, orders are processed immediately, while payments are queued in the background until the network is restored. This allows you to keep lines moving and maintain customer satisfaction. However, there is a risk: payments cannot be authorized until the network is back online. This means that if a credit card transaction fails, you won’t know until after the order is completed. Offline orders that fail to capture payment will appear on your Orders page to be written off. For more information, please visit the Action Needed Orders section of the Orders page. Remember, if a payment card is declined, Clover Sport is unable to provide customer contact information or contact the customer on your behalf.
How do I know when I'm working in Offline Mode?
Station Duo
When the Station Duo is offline, the online toggle is switched to the right side and changes from green to red. You may also notice that the device will no longer allow you to Reload or Log Out.
Flex
When the Flex is offline, you will notice an exclamation point inside of a triangle on the top-left corner of your screen. Once an order is taken or opened from the Orders page, you may also notice an exclamation mark inside of a circle indicating an offline order and that the order will be greyed out.
How do I enable Offline Mode?
When there is no network connectivity on the device, it will automatically switch to Offline Mode.
When the network is functioning properly and meets Clover Sport’s networking standards (approximately 1 Mbps per device), the system will operate as expected. If network speeds fall below this standard, the device will have issues capturing payment and you can manually enable offline mode. For instructions on how to do so, please visit the Using Flex in Offline Mode article or the Using the Station Duo in Offline Mode article.
Offline Credit Card Amount Limit (USD)
The offline credit card limit is the highest amount you will accept for transactions when your device is not connected to the internet. Since card information isn't sent to the bank for processing in offline mode, there's a risk of potential loss. Setting this limit helps minimize that risk by capping the transaction amount per card.
To set your offline credit card amount limit default setting:
1. Navigate to Configuration > General Settings.
2. Scroll down to Payments.
3. Input a value under Offline Credit Card Amount Limit (USD).
4. Click Save.
5. This is now your venue default, but you can adjust the value per Location. For example, if you want a higher offline credit card amount limit at your Suites than your concessions, you can assign a different value to your Suites locations. For more information, visit this article on Locations.
Below is an example of the notification the order taker receives when an order is above the offline credit card amount limit of $100:
What risks are involved with using Offline Mode?
The main purpose of Offline Mode is to keep lines moving by allowing orders to be completed while delaying payment processing until the network is restored. However, this means that if a payment fails during an order, the cashier won’t be aware until after the network is back online.
Key issues when using Offline Mode:
- Orders paid with credit cards must be below the threshold amount set in the location settings.
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The Reload button will be greyed out and unavailable.
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The Log Out button will be greyed out and unavailable.
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Tab No Card and Tab are not available as payment options
- Stored Value/Gift Cards cannot be accepted.
- No order fulfillment to external Kitchen Display Systems (KDS), kitchen chit printers, or expeditors is possible.
- The Single Identity feature will not work while offline (features like loyalty programs will be unavailable).
- Orders and payments must be synced once network access is restored to process the payments.
- Refunds for offline payments
- Offline payments can’t be canceled or refunded while they're still processing. You can issue a refund once your internet connection has been restored.
Please note that Clover Sport is not responsible for any lost funds resulting from the use of Offline Mode.
What should I do after using Offline Mode?
When using Offline Mode it is critical that Orders and Payments are synced as soon as possible. After network availability returns you should:
- Connect the device to the internet
- Sync any pending offline orders
- Log out of the device
Please visit these articles on how to sync orders from the Station Duo or the Flex.
Can I log into the device if it is offline?
If the last user to log in while online was an admin and data had not been cleared, that user will be able to log in again. Otherwise, you are advised to connect the device to a hotspot or working network to allow the new user to sign in for the event. Once the user is signed in and you confirm that menus have correctly loaded, you can continue the event in offline mode.