The Offline Checklist Playbook ensures the Point of Sale (POS) app continues to function smoothly during network outages.
CMS
Turn on Offline Support and set up the offline configuration. Check here for details on how to configure CMS.
Card Reader (Adyen)
Make sure all the necessary settings for offline activity are enabled on the Adyen console. Check Offline Payment Configurations section for the various settings and how to set them up.
The Adyen card readers must have a daily configuration sync set up so they can pull in the latest configuration.
Have one or more separate terminals ready and set up so you can use them if the regular Adyen terminals can't connect to a network. Learn more about standalone terminals here.
Credit card transactions completed in offline mode won't have the PSP reference as Adyen terminal can't return this value back for offline transactions. When the POS Backend receives the Adyen webhook callback, it will have the PSP reference and the order will then be updated with the value.
Current Behavior Offline Order with Adyen Fails
Order is accepted offline, and Adyen accepts credit card payments (offline).
The app goes back online and syncs the order with the Point of Sale system. The order is listed as successful.
Adyen goes back online and syncs with Adyen Cloud. However, Adyen declines the credit card payment, causing a webhook to fire to Point of Sale with the updated status.
Point of Sale creates an entry in the Failed Order Report for the declined order, indicating that further review is required (CTA "Requires Review") due to the Adyen credit card decline. SPI sends the transaction log (TLog) again.
The customer reconciles the order in the backend systems. Inventory is still decremented in Point of Sale, as the customer left the store with the product.
Current Behavior Offline Order with Giro Payments (Austria/Germany)
Order is accepted offline, and Adyen accepts the credit card payment (offline).
The app goes back online and syncs the order with the system. The order is listed as successful.
Adyen goes back online and syncs with Adyen Cloud. Adyen processes the Giro payment and triggers a webhook to update the order status in Point of Sale.
Point of Sale updates the order with the PSP reference.
SPI fires with the updated TLog, now including the PSP reference.
Store Team
Make sure the iPads are ready to function in offline mode (details here).
Have a strategy in place to make sure you can bring the iPad and the card readers back online so all the offline activities can be synced with the platform. This step is essential for capturing the transactions from the offline mode for future refunds/reconciliations.
The POS app will sync all the offline orders and till activity to the Point of Sale Platform.
Adyen card readers will sync all the transactions to the Adyen console.
Check if all offline orders have been synced.