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Offline payments can be accepted if offline payments are enabled. Reach out to retailer-support@getzippin.com to discuss enabling this feature. This article is specifically for locations who have not enabled this feature. |
UNPLANNED OUTAGES
1. POWER OUTAGES
In the event of a power outage, we recommend (if it is not an emergency situation) having customers return items to the shelf and exit the store.
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Zippin will not be able to process transactions
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Gates will fail to open
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The store should remain closed until power is restored
2. NETWORK OUTAGE
In the event of a network outage:
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Zippin’s solution will continue to work for up to 6 hours. Existing carts in the store can still be processed
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Customers will be able to enter into the store if they are entering by mobile app QR scan
- Consider adding additional entry support to help customers download the app
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Customers will not be able to enter the store by credit card terminal
- Associates will be able to enter the store using Crew App
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Receipt processing will be delayed
Indications that internet connectivity is lost:
- All devices show as offline on the store's device control dashboard
- Router is not reachable when on the VPN
- Customers are unable to access the store using the card readers
PROCESS
- Zippin Support will reach out.
- Communicate with the associates.
- Communicate with the customers at the entrance.
- Engage store IT, Internet Service Provider, and Regional Leadership
- Set expectations with the client for store operations based on the above.
- If there is no mobile option for the customer to enter the store, instruct the retailer to block off the entrance until the internet connection is restored.
- When connectivity is restored, Zippin Support will walk the manager through bringing the store down temporarily, rebooting switches, and running a shopper test as needed.
Earthquake, Fire, or Other Emergencies
Follow all local protocols, and ensure the safety of your customers and staff. If time permits, communicate with the Zippin Support team.
What if a cooler isn’t holding temperature - will I get alerted?
Currently Zippin does not have monitoring on cooler temperature. This is the responsibility of the retail operator or food service provider.
PLANNED OUTAGES (POWER OR NETWORK)
In the event of a known outage, please bring the store DOWN from the dashboard before the power or network goes off.