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Troubleshooting PayPal
Added on Tue, Mar 15, 2016
Summary: This article will help resolve basic problems with PayPal integration.  NCR Retail Hosted Apps Support does not provide direct support for PayPal payment processing questions or problems. Front line support for help with capturing... Read More
How do I disallow promos from sale items
Added on Mon, Mar 14, 2016
Summary: Items that are listed with a sale price need to be disallowed from promo codes. Solution: In order to disallow sale items from Shopping Cart Promos, you will need to set a filter on the Actions tab of Special Price... Read More
Increase Order Total
Added on Tue, Aug 30, 2016
Summary: To explain what happens to a transaction/order in SecurePay that is adjusted in such a way as to increase the original amount charged to a customer. Solution: When an order is edited in NCR Counterpoint and the order total... Read More
Pricing returned NULL for dimension
Added on Tue, Jun 28, 2016
Summary: When importing an order into Counterpoint the below error may occur: "(TSPrice.FixGridDim) Pricing returned NULL for dimension #X even though this dimension is used. This should not happen." Solution: The source of this... Read More
Extra Requirements for Credit Card Processing Accounts
Added on Wed, Jan 27, 2016
Summary: Some Credit Card Processors require certain kinds of information be prominently displayed throughout your site. This KB article will explain what some of those requirements are and suggestions about how they can be implemented. ... Read More
Printing Invoices and Packing Slips
Added on Mon, Aug 31, 2015
Summary: How do I print Invoices and Packing Slips from within the NCR Retail Online (NRO) Admin Panel? Solution: To print multiple invoices: Select Sales > Invoices. In the Invoices list, select the checkbox of each invoice you... Read More
Why does an order in my store have a status of Payment Review?
Added on Wed, Mar 16, 2016
Summary: To explain what it means to have an order in the Payment Review status. Solution: Payment Review orders are created as a result of a general communication problem. Typically the issue is between the customer's browser... Read More
Error: Sales rep not on file
Added on Wed, Apr 20, 2016
Summary: Error:  Sales rep not on file.  This error indicates that the Ecommerce Template customer record in Counterpoint has a Sales Rep assigned to it, but that User record has been deleted.  Counterpoint will not be able to... Read More
Unable to enter value into Zip Code or Qty fields on Cart page
Added on Tue, Aug 4, 2015
Summary: When obtaining a shipping quote or adjusting the Qty fields in the Cart, entered values are not shown. This is an issue affecting customers running the responsive theme. The values typed in are there they are just not visible. ... Read More
Replacing the Logo Image used for Invoices and Packing Slips printed within NRO Admin Panel
Added on Mon, Aug 31, 2015
Summary: How do I change the logo image used for Invoices and Packing Slips printed from within the NCR Retail Online (NRO) Admin Panel? Solution: In the NCR Retail Online (NRO) Admin Panel, navigate to System > Configuration. ... Read More
Counterpoint / NRO Data Files In the Ecommerce Directory
Added on Thu, Dec 3, 2015
Summary: This help article will discuss purpose of the different files that live in the ecommerce directory on the Counterpoint server. Information: The ecommerce directory is the middle-man storage location for data moving between... Read More
Publishing Tracking Numbers from Counterpoint and Sending Emails to Customers
Added on Thu, Sep 24, 2015
Summary: To explain how to enter package tracking numbers into Ecommerce orders in Counterpoint, publish those tracking numbers to NCR Retail Online (NRO), and send an order status email to customers. Enter Tracking Numbers in Counterpoint... Read More
Setting Minimum Order Amount on a Product Level
Added on Wed, Jun 20, 2012
Purpose:   To explain how to set a minimum purchase quantity for individual products.   Solution: Select System (horizontal top menu) / Configuration. Go to the Catalog section, and then click on the Inventory tab. ... Read More
How to Customize Order Status Transactional Emails
Added on Fri, Nov 6, 2015
Summary: This article will provide an overview about how to change the order status emails sent to customers. Solution: To customize the built in Magento transactional emails, it will be necessary to make a copy of the original. ... Read More
Orders missing in Counterpoint
Added on Tue, Apr 5, 2016
Summary: When I go to process orders in Counterpoint, I have orders missing. Solution: When a merchant needs to troubleshoot missing orders, we first must determine the reason the orders are missing.  Typically, orders are... Read More
Enforcing a Minimum Order Amount
Added on Mon, May 21, 2012
 Purpose: This article will explain how to configure NRO to require a minimum order amount.  Solution: Select System (horizontal top menu) > Configuration. Go to the Sales section and click on the Sales tab. Expand the... Read More
How do I add lines to an ecommerce order, in Counterpoint?
Added on Wed, Sep 19, 2012
Purpose: To explain how to add lines to an ecommerce order in Counterpoint.   Solution: Lines can't be added to orders that originated online in Counterpoint versions prior to 8.4.x. We recommend upgrading your Counterpoint system... Read More
Error: NXT_EC_ORD_SEQ_OFFSET
Added on Wed, Nov 20, 2013
This article will explain how to resolve the NXT_EC_ORD_SEQ_OFFSET error. In NCR Counterpoint, navigate to Setup / Point of Sale / Stores. On the Tickets-3 tab- remove the check marks from the first two options in the highlighted settings. ... Read More
Configuring Checkout Options
Added on Thu, May 24, 2012
Purpose: To explain how to configure the checkout options.   Solution: Go to System (horizontal top menu) / Configuration. Go to the Sales section, and then click on the Checkout tab. Expand the Checkout Options... Read More
How can I get an email alert when a customer places an order?
Added on Thu, Jun 13, 2013
Overview: This article will explain how to define the email address that receives the order notification email. The first piece is to configure your store email addresses. That's under System > Config > General Section > Store Email... Read More
Setting Minimum Order Amount on a Store Level
Added on Wed, Jun 20, 2012
Purpose:   To explain how require a minimum order amount for every order.   Solution: Select System (horizontal top menu) / Configuration. Go to the Sales section, and then click on the Sales tab. Expand the... Read More
View Orders Activity through the NRO Admin Panel
Added on Tue, May 29, 2012
Purpose: Order details can be viewed through the NRO Admin Panel.   Solution: Select Sales (horizontal top menu) / Orders. Read More
Picking a Drawer for Ecommerce
Added on Thu, Jun 14, 2012
Purpose:   This article will explain how to decide upon what Counterpoint drawer should be used for ecommerce.   Solution: When orders come into Counterpoint, they must import into a specific store, station and drawer. The drawer being... Read More
Uploading Your Own Tax Rates
Added on Thu, May 24, 2012
Summary: To explain how to upload your own tax rates. Solution: Browse to Sales (horizontal top menu) / Tax / Import/Export Tax Rates. Click on the Export Tax Rates button to export the tax rates CSV... Read More
Order processed fine, but my shopper got an ‘Order Cancelled’ message. Why?
Added on Wed, Sep 19, 2012
  Purpose: To explain why a customer would receive an order status indicating the order was cancelled.   Solution: Order processed fine, but my shopper got an ‘Order Cancelled’ message. Why? Something may have... Read More
Into what field is the Promo code passed in Counterpoint?
Added on Wed, Sep 19, 2012
  Purpose: To explain into what field is the NRO Promo code passed to NCR Counterpoint.   Solution: In NCR Counterpoint, the field exists in the PS_TKT_HDR table and it's called EC_DISC_COD. When you process orders through... Read More
How to find and reimport orders once you have received an error from Counterpoint
Added on Tue, Apr 12, 2016
Solution: You have either manually or allowed ADT to import orders from NRO and you notice that one is missing or you saw the import report that said an order was rejected. This article will explain how to find the order, the error that... Read More
Editing Orders That Originated In Your NRO Store
Added on Fri, May 15, 2015
When a merchant needs to edit an order in any way, there are very specific steps that must be taken to avoid the IA hitting an exception while processing the payment. Here are the rules and the steps : If an NRO order needs to be edited in any way,... Read More
Show Product Images at Checkout
Added on Mon, May 13, 2013
Overview: This article will show you how to change the default shopping cart images from the configurable product image to the simple or girdded item image. By default, NRO will display the configurable item image. Configurable Product Image... Read More
Counterpoint is set to recalculate taxes -- how to handle order?
Added on Fri, Sep 21, 2012
Purpose: To explain how to process an order when the import process recalculates sales tax.   Solution: If you configure the Ecommerce Control file's Order tab to recalculate prices/taxes during import, Counterpoint computes the initial... Read More
Implementing Custom Variables in Transactional Emails
Added on Mon, Jun 11, 2012
Purpose:   To explain how to use Custom Variables in Transactional Emails.   Solution: Select System (horizontal top menu) / Transactional Emails. Click the row of predefined templates to edit or click the Add New Template... Read More
Changing the Store Contact Address
Added on Wed, May 23, 2012
Purpose: To explain how to change the store contact address.   Solution: Select System (horizontal top menu) / Configuration. Go to the General section, and then click on the General tab. Expand the Store Information panel. ... Read More
Defining General Shipping Options - Origin
Added on Tue, May 22, 2012
Overview: To explain how to specify the origin of your store, which is used for shipping rate calculations.   Shipping Origin NRO Admin Panel / System / Configuration /  Sales-Shipping Settings Go to System,... Read More
Creating a New Order from the Backend
Added on Tue, Jun 5, 2012
Purpose:   To explain how to create a new order from the backend.   Solution: Go to Sales (horizontal top menu) then Orders. Click the Create New Order button on the top right of the page to display the Create New Order... Read More
Setting Up Shopping Cart Price Rules
Added on Fri, May 25, 2012
Purpose: To explain how to set up shopping cart price rules. These price rules apply only to items that are in your cart.   Solution: Select Promotions (horizontal top menu)/ Shopping Cart Price Rules. Click Add New Price... Read More
Adding a Comment to an order that your customer can see
Added on Thu, Jun 7, 2012
Purpose:   To explain how to add a comment, for your customer.   Solution: Go to Sales (horizontal top menu) then Orders. Select the desired order. In the Comments History section specify the comment text in the Comment... Read More
Orders FAQ
Added on Fri, Jul 6, 2012
Purpose: This article is about Frequently Asked Questions about Orders.   Solution: How do I handle NRO orders after import into Counterpoint? Once NRO orders are imported into NCR Counterpoint, they are processed much the same as ... Read More
What are Widgets?
Added on Thu, Oct 4, 2012
 Summary: What are Widgets?      Solution: Widgets are front-end (storefront) blocks with a predefined set of configuration options. These configuration options are displayed in a special edit form in the NRO Admin... Read More
NRO Credit Card Processing
Added on Mon, Dec 23, 2013
Overview When an order is placed in NRO, it is not possible to know if the order will be fully shipped. Best practices dictate that the card should not be charged until the merchandise is shipped. Rather than charge the card, NRO will issue a Preauth... Read More
Adding a Gift Wrapping Widget or Any Other Widget On Your Checkout Page
Added on Fri, May 25, 2012
Purpose: This article details how merchants can offer gift wrapping to their customers.   Solution: While this is not directly supported by NRO, there is a workaround. First you will create non-inventory items for each type of gift... Read More
Processing Orders the Automated Way
Added on Fri, Dec 27, 2013
Since the videos in this article were created, we've learned some things that will help mitigate exceptions encountered by the Integration Agent, when it attempts to process payments and order changes on the NCR Counterpoint. Please follow the... Read More
Defining & Calculating Prices
Added on Tue, Aug 7, 2012
  Overview Features Determining Price List Prices and Selling Prices Discounting (or marking up) All Prices Using Calculated Prices Displaying Prices in your Storefront Global Price Display Item-Specific... Read More
Merchant Credit Card Fraud Article: 31 Ways to Minimize Credit Card Fraud
Added on Thu, Jan 23, 2014
Merchant Credit Card Fraud Article: 31 Ways to Minimize Credit Card Fraud MERCHANT CREDIT CARD FRAUD 31 Ways to Minimize Credit Card Fraud Source: http://www.wiscocomputing.com/articles/ccfraud.htm INTRODUCTION: This article suggests... Read More
Does Monetra 7 accept pre-paid debit and credit cards?
Added on Mon, Mar 24, 2014
Pre-paids are handled the same as like regular cards. the only difference is you will receive the card balance in the response. Branded Debit cards can be ran as credit, also. Read More
Add Credit Memos to an Invoiced Order
Added on Tue, May 29, 2012
Summary: To explain how to add credit memos to invoiced orders by applying a full, partial, or partial payment refund. Solution: WARNING: Most merchants will be using validated returns in Counterpoint at this time to process... Read More
Defining & Calculating Taxes
Added on Mon, Sep 10, 2012
Overview In NCR Retail Online, you have the opportunity to apply taxes as you desire to every shipping location you serve. You can specify whether to charge tax on a state-by-state basis, and you can manually specify a single tax rate for each... Read More