When to escalate

Escalate immediately if any of the following happen:

• You cannot sell tickets (system down, payments failing, or POS is unusable)
• The cash drawer is short/over by a meaningful amount and cannot be explained
• A customer dispute is escalating (threats, harassment, or a safety concern)
• You suspect fraud or misuse (stolen card, repeated chargebacks, suspicious behavior)
• Hardware or network issues prevent operations for more than a few minutes

Quick decision tree

1. Is this a safety issue?
   • Yes → contact on-site security/management first, then document the incident.
2. Can tickets still be sold?
   • No → escalate to the supervisor/manager on duty immediately.
3. Is it a payment issue?
   • Try a second payment method (if appropriate). If failures continue → escalate.
4. Is it device/printer/network?
   • Follow the troubleshooting checklist below. If unresolved → escalate.

Troubleshooting checklist (before escalating)

Try these in order (stop once the issue is fixed):

1. POS app: close and reopen the app
2. Device: restart the device
3. Network: confirm Wi‑Fi/Ethernet is connected; if not, switch to the backup network if available
4. Printer:
   • check paper roll orientation and that the lid is fully latched
   • power-cycle the printer (off → wait 10 seconds → on)
   • re-pair/reconnect if the printer appears “offline”
5. Payment terminal:
   • power-cycle the terminal
   • confirm it has network signal and is paired to the correct device
6. Retry transaction: once after each fix (avoid repeated double-charging)