7. Cash Drawer Problems  [Retail]

Intent Triggers / Example Utterances

• “Cash drawer won't open”
• “Drawer is stuck”
• “Cash drawer not popping”
• “Drawer didn't open after sale”
• “Cash count is off”

Information to Collect First

• Store number
• Register ID
• Symptom (won't open, stuck open, miscount)
• Whether the drawer opens on test command
• Last successful open
• Employee ID

Resolution Steps — Employee Self-Service Voice

1. From the [Levi POS App], select “Open Cash Drawer” from the manager menu to send a test signal.
2. If the drawer doesn't respond, check that the drawer cable is firmly connected to the register.
3. Inspect the drawer for any physical obstruction or jammed bill/coin.
4. Use the manual key release located underneath the drawer to open it.
5. Once open, clear any obstruction and close the drawer firmly.
6. Retest by sending another “Open Cash Drawer” command from the [Levi POS App].
7. If the issue persists, log a hardware ticket and use a backup register for cash transactions.

Decision Branches / If-Then Logic

• If the drawer opens manually but not via command, the cable or solenoid is failing — escalate hardware.
• If the cash count is off, follow the cash variance reporting procedure and notify the store manager.
• If the drawer is stuck closed and the key is missing, escalate to facilities for forced entry.