helios major problem...please help!

suncountry · 03-23-2005, 07:39 AM

I can't get anyone in technical support as of yet as they are not opened.

I'm having troubles with a sale that my employee did last night after I had left.

She sold a customer a minute package, used a gift certificate to apply on it and the customer paid the balance in cash. She couldn't get it to work properly and left the sale suspended. Now today, I'm trying to end the sale and it won't let me. It's saying that nothing is owing (zero balance), but the sale won't end. It just keeps suspending it.
It won't let me void it, when it does, the account goes into a negative balance and it still won't end the sale.????????

Can anyone please help me out!

Thanks!

suncountry · 03-23-2005, 09:10 AM

I just wanted to let everyone know that I got a hold of helios support and they had sent me a script to solve this problem, and then ANDY called me regarding this issue and walked me through it over the phone and he was the greatest!!

Thank you for your help Andy! Your the best!!

PS - Andy, just to let you know, the gc had not been applied, so I was able to apply it to the customer account and it cashed out fine. Everything is working a.o.k.
Thanks for your help.

Andy · 03-23-2005, 09:21 AM

Glad all is well.

This happens on a very small number of users each month, and it is VERY frustrating because we can not duplicate what sequence of steps causes the problem.

I tried every combination of entries based on your situation and nothing I could do duplicated the situation you ended up in. VERY VERY FRUSTRATING, if we could duplicate we could stop it from being able to happen.

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03-23-2005, 07:39 AM	#1 (permalink)
suncountry Join Date: Oct 16 2004 Location: Ontario Posts: 244 Rep Power: 4	I can't get anyone in technical support as of yet as they are not opened. I'm having troubles with a sale that my employee did last night after I had left. She sold a customer a minute package, used a gift certificate to apply on it and the customer paid the balance in cash. She couldn't get it to work properly and left the sale suspended. Now today, I'm trying to end the sale and it won't let me. It's saying that nothing is owing (zero balance), but the sale won't end. It just keeps suspending it. It won't let me void it, when it does, the account goes into a negative balance and it still won't end the sale.???????? Can anyone please help me out! Thanks!

03-23-2005, 09:10 AM	#2 (permalink)
suncountry Join Date: Oct 16 2004 Location: Ontario Posts: 244 Rep Power: 4	I just wanted to let everyone know that I got a hold of helios support and they had sent me a script to solve this problem, and then ANDY called me regarding this issue and walked me through it over the phone and he was the greatest!! Thank you for your help Andy! Your the best!! PS - Andy, just to let you know, the gc had not been applied, so I was able to apply it to the customer account and it cashed out fine. Everything is working a.o.k. Thanks for your help.

03-23-2005, 09:21 AM	#3 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,760 Rep Power: 9	Glad all is well. This happens on a very small number of users each month, and it is VERY frustrating because we can not duplicate what sequence of steps causes the problem. I tried every combination of entries based on your situation and nothing I could do duplicated the situation you ended up in. VERY VERY FRUSTRATING, if we could duplicate we could stop it from being able to happen.

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