View full size ↗The everyday problem
A branch screen and the head-office system communicate through a configured connection. When a bill appears pending, staff need a clear way to distinguish an awaiting acknowledgement from a completed transaction before deciding what to do next.
A workable process
Review the status shown by the supported bill-history or queue workflow. Check the branch connection and whether the required head-office integration is running. Record the bill reference and time, then follow the demonstrated recovery process instead of creating a second bill immediately.
A practical example
Suppose the customer-facing action completes just as the connection drops. The head office may have received the request even though the branch has not yet displayed confirmation. Repeatedly pressing actions or re-entering the basket can make the situation harder to investigate.
Before you finish
Ask the installation team to demonstrate a connection interruption and recovery. Define who checks uncertain bills and how staff confirm completion before handing the issue to the next shift.
Try this check with your team
Take the existing request reference and inspect its branch and head-office status through the supported workflow. Check the relevant connection and integration service before retrying. If acknowledgement later arrives, compare it with the original request and bill amount.
What the result tells you
Pending is a status to investigate, not evidence that the customer should be billed again. Agree a recovery procedure with the implementation team so staff know how to handle delayed acknowledgement without creating duplicate sales.
See this workflow in Speed Plus.
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