The host is programmed to reject earning rewards for the same ticket on two separate loyalty cards. Only one (1) patron account should properly earn rewards on a unique ticket. However, there is a loophole if the server transfers the check to themselves under a NEW check number, thereby adding more rewards to a different patron's account for what really is the same ticket. This is server fraud. There is no current programmatic solution to prevent this from occurring. For now, we recommend using the Fraud Monitor to flag suspicious clerk activity to get a more focused snapshot of the server's activity on the system.
We have encountered instances where the Redeem Value function that withdraws gift balance first followed by reward balance next does not always classify gift vs. rewards transactions inside Micros reports. A Micros technician familiar with your installation needs to dial in and update the tracking (reporting) to include the "GC Recharge", "Redeem Gift" tender and "Redeem Rwds" tender. The exact names for each of the items are as follows:
Button Name | Micros Command
Load Gift = GC Recharge
Redeem Value = Redeem Rewards
Redeem Gift Only = Redeem Gift
While it does not affect the functionality of the system, if these items do not get added to tracking, the Micros sales/revenue reports will not balance properly when gift/reward cards are sold or redeemed. There are a number of ways the tracking can be setup and because these changes require accessing the SQL tables, it is recommended these updates be performed by an experienced Micros technician.
When clerks use the 'Gift Redeem Only' button, the Micros “Enter Amount” field defaults to the total of the sale. Merchants think this is nice and the cashier just has to hit enter. When clerks use the 'Redeem Value' button however, the Micros “Enter Amount” field is blank and forces the cashier to have to enter the amount of the sale. Micros merchants have expressed it would be nice to have this default as well since clerks use this button more frequently then Redeem Gift Only. After research, this observation appears to be a restriction within Micros that cannot be changed. A merchant advised that he spoke to Micros about this, and Micros said it was something in the SIM file causing this. We don’t touch the SIM file upon installation and are not capable of making any changes to it. We don't believe this is fixable by us especially since Micros requires points entry on a POINTS_REDEMPTION operation, which is how the Redeem Value function) has to be structured) to support cash back rewards issuance.
Using the Micros 3700 system some merchants are not able to sell more than 1 gift card per transaction as they get a “duplicate” transaction message when trying on the second card. LP fixed this issue in a latest Micros release. If a merchant is still experiencing the problem, we need to re-install the latest version of the LP interface to pick up this upgrade.
A Coupon 8221 screen annoyingly pops up and follows the swipe of rewards cards. This issue may occur when Micros updates the SVC Host interface resulting in a new coupon feature. This coupon setting is set in svcserver.cfg. Take a look at the following line:msvc-ACG-option-pointissue0200. 0200 will prompt for coupon code and. 0000 will not so change configuration file to 0000 to bypass the coupon screen.
After swiping a card Micros would print a slip stating what the cardholder earned in rewards. Suddenly this slip stopped printing and the system issues rewards on their card and on the bill but doesn't print any confirmation slip. RESPONSE: It's possible the client's Micros configuration has changed resulting in this issue, specifically the SendOrderItem field in the scsServer.cfg file. The field should be set to the Tender/Media item number that is named "Send / Stay" and is a Service Total type.
We've seen this issue when Micros dealer accidentally wiped the SVC gift/loyalty application during maintenance to resolve a virus issue. In this specific case our app was completed deleted. Escalate to Technical Support to reinstall the SVC interface.
If the user sees this error, "[S1] A connection attempt failed because the connection party did not respond. Press OK or Print to Continue" occurring on all transactions types each and every time, it means the gift and loyalty service is down and just needs to be restarted. Follow the steps below.
Go back to a Micros workstation and run a test transaction. If the error message persists, its possible there were Micros configuration changes that could have altered the integration service. Follow the next steps:
If the user see this error, "Unspecific Host Interface Error" there is most likely an issue with their Micros Internet connection that is beyond our control. Escalate issue back to Micros dealer or their network technician for troubleshooting. When the Internet connectivity issue is resolved, the Micros SVC Host Interface should then behave normally and allow transaction processing.
We have been asked whether the host system can be programmed to issue rewards ONLY on food and beverage items but NOT on retail items (merchandise, etc.) by using itemizer totals inside Micros to distinguish between food/beverage items and retail items. The ability to reward customers on specific items is not currently supported inside our interface. Rewards are issued on all sales without regard to the specific item number.
If the user reports this type of error message, we have discovered it's likely due to the name of the patron having a special character in their name such as "Lisa & Mark Peters" instead of "Lisa and Mark Peters". This issue is fixed by removing the special character in the patron's registration profile from PATRONS>Patron Search>Edit inside the back office.
If the user receives this error during transaction processing, go to POS Configurator --> Reports --> RVS Transactions --> Checks/Receipts --> and verify "Allow Fast Transactions" is checked.
If the gift / rewards portion of the Micros receipt is either not printing or not printing for certain transaction types, specifically credit card payment transactions, we have observed this issue happening when an incompatible SVC host interface is installed. This issue was specifically observed at a Micros merchant that was running RES 5.x but the SVC Host version installed was under the minimum required version of 4_4.2.6.436 or above. The fix required is upgrade the SVC Host version to 4_4.2.6.436 or above.
The "Split Check" feature is a Micros function and all users should be trained in how to use it. Each individual location could have different processes and different screens for splitting checks. We have also observed a location in Canada using a function called "Filter Seat" to split checks but the Filter Seats function fails to reward individual customers that are part of the same split check and instead, rewards the first ID entered only, during the transaction. Therefore, clients must use the Split Check function and NOT Filter Seat in order to calculate rewards accurately for individual patrons. From our Micros 3700 test workstation, we followed the procedures below to "split" the check and allow individual cardholders at the same table to pay their portion of the bill and earn or redeem rewards on their portion only.
This error usually occurs when the gift/loyalty interface works normally on the back office workstation but the workstations out front display the error and it means some of all of the configuration information was not pushed out from the server to the workstation(s) correctly, The client cleared the CF card on one of the workstations and it rebooted all the files from the server but this step did not resolve. This error could be a SVC version issue, firewall issue or something else. We recommend escalating the issue to Technical Support.
This article covers common errors and troubleshooting steps for the Micros 3700 interface, including resolution procedures.
The host is programmed to reject earning rewards for the same ticket on two separate loyalty cards. Only one (1) patron account should properly earn rewards on a unique ticket. However, there is a loophole if the server transfers the check to themselves under a NEW check number, thereby adding more rewards to a different patron's account for what really is the same ticket. This is server fraud. There is no current programmatic solution to prevent this from occurring. For now, we recommend using the Fraud Monitor to flag suspicious clerk activity to get a more focused snapshot of the server's activity on the system.
We have encountered instances where the Redeem Value function that withdraws gift balance first followed by reward balance next does not always classify gift vs. rewards transactions inside Micros reports. A Micros technician familiar with your installation needs to dial in and update the tracking (reporting) to include the "GC Recharge", "Redeem Gift" tender and "Redeem Rwds" tender. The exact names for each of the items are as follows:
Button Name | Micros Command
Load Gift = GC Recharge
Redeem Value = Redeem Rewards
Redeem Gift Only = Redeem Gift
While it does not affect the functionality of the system, if these items do not get added to tracking, the Micros sales/revenue reports will not balance properly when gift/reward cards are sold or redeemed. There are a number of ways the tracking can be setup and because these changes require accessing the SQL tables, it is recommended these updates be performed by an experienced Micros technician.
When clerks use the 'Gift Redeem Only' button, the Micros “Enter Amount” field defaults to the total of the sale. Merchants think this is nice and the cashier just has to hit enter. When clerks use the 'Redeem Value' button however, the Micros “Enter Amount” field is blank and forces the cashier to have to enter the amount of the sale. Micros merchants have expressed it would be nice to have this default as well since clerks use this button more frequently then Redeem Gift Only. After research, this observation appears to be a restriction within Micros that cannot be changed. A merchant advised that he spoke to Micros about this, and Micros said it was something in the SIM file causing this. We don’t touch the SIM file upon installation and are not capable of making any changes to it. We don't believe this is fixable by us especially since Micros requires points entry on a POINTS_REDEMPTION operation, which is how the Redeem Value function) has to be structured) to support cash back rewards issuance.
Using the Micros 3700 system some merchants are not able to sell more than 1 gift card per transaction as they get a “duplicate” transaction message when trying on the second card. LP fixed this issue in a latest Micros release. If a merchant is still experiencing the problem, we need to re-install the latest version of the LP interface to pick up this upgrade.
A Coupon 8221 screen annoyingly pops up and follows the swipe of rewards cards. This issue may occur when Micros updates the SVC Host interface resulting in a new coupon feature. This coupon setting is set in svcserver.cfg. Take a look at the following line:msvc-ACG-option-pointissue0200. 0200 will prompt for coupon code and. 0000 will not so change configuration file to 0000 to bypass the coupon screen.
After swiping a card Micros would print a slip stating what the cardholder earned in rewards. Suddenly this slip stopped printing and the system issues rewards on their card and on the bill but doesn't print any confirmation slip. RESPONSE: It's possible the client's Micros configuration has changed resulting in this issue, specifically the SendOrderItem field in the scsServer.cfg file. The field should be set to the Tender/Media item number that is named "Send / Stay" and is a Service Total type.
We've seen this issue when Micros dealer accidentally wiped the SVC gift/loyalty application during maintenance to resolve a virus issue. In this specific case our app was completed deleted. Escalate to Technical Support to reinstall the SVC interface.
If the user sees this error, "[S1] A connection attempt failed because the connection party did not respond. Press OK or Print to Continue" occurring on all transactions types each and every time, it means the gift and loyalty service is down and just needs to be restarted. Follow the steps below.
Go back to a Micros workstation and run a test transaction. If the error message persists, its possible there were Micros configuration changes that could have altered the integration service. Follow the next steps:
If the user see this error, "Unspecific Host Interface Error" there is most likely an issue with their Micros Internet connection that is beyond our control. Escalate issue back to Micros dealer or their network technician for troubleshooting. When the Internet connectivity issue is resolved, the Micros SVC Host Interface should then behave normally and allow transaction processing.
We have been asked whether the host system can be programmed to issue rewards ONLY on food and beverage items but NOT on retail items (merchandise, etc.) by using itemizer totals inside Micros to distinguish between food/beverage items and retail items. The ability to reward customers on specific items is not currently supported inside our interface. Rewards are issued on all sales without regard to the specific item number.
If the user reports this type of error message, we have discovered it's likely due to the name of the patron having a special character in their name such as "Lisa & Mark Peters" instead of "Lisa and Mark Peters". This issue is fixed by removing the special character in the patron's registration profile from PATRONS>Patron Search>Edit inside the back office.
If the user receives this error during transaction processing, go to POS Configurator --> Reports --> RVS Transactions --> Checks/Receipts --> and verify "Allow Fast Transactions" is checked.
If the gift / rewards portion of the Micros receipt is either not printing or not printing for certain transaction types, specifically credit card payment transactions, we have observed this issue happening when an incompatible SVC host interface is installed. This issue was specifically observed at a Micros merchant that was running RES 5.x but the SVC Host version installed was under the minimum required version of 4_4.2.6.436 or above. The fix required is upgrade the SVC Host version to 4_4.2.6.436 or above.
The "Split Check" feature is a Micros function and all users should be trained in how to use it. Each individual location could have different processes and different screens for splitting checks. We have also observed a location in Canada using a function called "Filter Seat" to split checks but the Filter Seats function fails to reward individual customers that are part of the same split check and instead, rewards the first ID entered only, during the transaction. Therefore, clients must use the Split Check function and NOT Filter Seat in order to calculate rewards accurately for individual patrons. From our Micros 3700 test workstation, we followed the procedures below to "split" the check and allow individual cardholders at the same table to pay their portion of the bill and earn or redeem rewards on their portion only.
This error usually occurs when the gift/loyalty interface works normally on the back office workstation but the workstations out front display the error and it means some of all of the configuration information was not pushed out from the server to the workstation(s) correctly, The client cleared the CF card on one of the workstations and it rebooted all the files from the server but this step did not resolve. This error could be a SVC version issue, firewall issue or something else. We recommend escalating the issue to Technical Support.
