---
schema_version: "1"
id: 2a8b853c207a120b772879153e53c10398c22d9a1f7e90ad655a6d887317f1a3
title: Offline Checklist Playbook
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_settings_offline_checklist_playbook.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_settings_offline_checklist_playbook.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0f6c6306271f525e5aae91ca65ebd4b5b4e325228699a9d5e513eb1f009d2e74
description: The Offline Checklist Playbook ensures the Point of Sale (POS) app continues to function smoothly during network outages.
products:
  - Commerce
release: "264"
---
# Offline Checklist Playbook

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](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_settings_pos_offline_support_configuration_and_setup.htm&release=264.0.0&type=5 "Turn on and configure offline mode for your POS to confirm continuous operation during network outages.") 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](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_settings_pos_offline_support_offline_payment_configuration.htm&release=264.0.0&type=5 "Configure your POS to support offline transactions with Adyen terminals by specifying the types of offline transactions, card types, and transaction limits.") 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](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_configure_standalone_mode.htm&release=264.0.0&type=5 "Configure Adyen terminals to accept payments via Point of Sale without a store associate Point of Sale (POS) app connection during an outage.").

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](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_settings_switching_between_online_and_offline_mode_in_the_pos_app.htm&release=264.0.0&type=5 "Use automatic or manual methods to change the Point of Sale (POS) app to online or offline mode.")).

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](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_settings_offline_sending_information_back_to_platform.htm&release=264.0.0&type=5 "The Point Of Sale (POS) app syncs offline orders to the platform after a network connection is established, allowing you to maintain accurate order records.") if all offline orders have been synced.