Troubleshooting and frequently asked questions (FAQ)

Here you will find common errors, known limitations and frequently asked questions about the Duell integration, as well as who to contact for what.

TABLE OF CONTENTS

Responsibility: Telaris and Duell
Common errors
Known limitations
What the integration does not do
Frequently asked questions

Responsibility: Telaris and Duell

Telaris is responsible for the integration itself, that is, the data flow between Telaris and Duell and the setup on the Telaris side. Telaris is not responsible for hardware, for payment terminals, or for how Duell's own software and setup in the cash register work.

If the question concerns Duell directly, for example cash register hardware, printers, payment terminals, setup within Duell or how a function in Duell works, contact Duell:

Duell support (help guides) – https://www.duell.no/support

NOTE: Telaris support helps with the integration (data flow between Telaris and Duell as well as setup in Telaris). Hardware, payment terminals and Duell's own software are handled by Duell.

Common errors

Problem	Cause	Solution
«Cash Register license not active»	The licence is not active	Contact Telaris Support
«Wrong login credentials»	Wrong client number or client token	Check the connection data in the cash register settings
«Webservice is temporary unavailable»	The Duell API is temporarily down	Wait and try again. Scheduled jobs retry automatically at the next run. If it persists, contact Duell
Synchronisation message on order line	The product could not be exported to Duell	Read the message. Common causes: barcode conflict, missing product name or product number, missing product class
«Barcode already exist with other product»	The barcode already exists on another product in Duell	Correct the barcode in Telaris or remove the conflict in Duell
«No exportable order rows found»	None of the selected order lines can be sent to the cash register	Check that the lines have a product, price and quantity, and that they have not already been sent
«Unable to delete order in duell»	The order in Duell could not be deleted; it may already be paid or deleted	Check the order status in Duell. Paid orders cannot be cancelled
«Cash settlement amounts are not balanced»	The Z-report does not balance	Check the settlement in Duell. The settlement remains unexported and is retried at the next run. See also the daily settlement guide
Z-report imported, but entries are missing in the accounts	Entries from Duell lack an account number, typically because the product class is missing an accounting account. The entries are automatically placed in the trash can	Check the trash can in the accounts. Restore and correct the account number. Most common cause: gaps in the chart of accounts on product classes
«Invoice has already been paid» / «Invoice has already been cancelled»	The invoice has already been handled in Duell	No action required
An invoice has been sent to the cash register but should not be paid there after all	The cancellation function is deliberately hidden in the interface for security reasons	Contact Telaris support, who will withdraw the invoice from the cash register. Invoices that have already been paid cannot be withdrawn

Known limitations

No real-time synchronisation – all data exchange uses polling (scheduled jobs). Changes in Telaris appear in Duell after the next export run, and cash register sales are imported with a few minutes' delay
Gift cards are not imported – gift card lines from cash register sales are skipped and are not created as order lines in Telaris
Products without a product class use the default category – products that lack a product class are placed in a default category in Duell, which can result in unwanted categorisation
Barcode conflicts block export – if a barcode is already in use on another product in Duell, the export fails for that product
Paid orders cannot be cancelled – orders and invoices that are paid in Duell cannot be withdrawn from Telaris

What the integration does not do

Does not synchronise prices or product data from Duell back to Telaris. Product data only goes from Telaris to Duell
Does not handle cash register setup in Duell. Printers, payment terminals and cash register setup are configured in Duell itself
Does not create customers in Telaris from cash register sales. Only existing customers (linked via ID) are used, and unknown customers are registered on the cash customer
Does not synchronise campaigns, discount codes or gift cards

Frequently asked questions

What happens to cash register sales made while Telaris is down?

The sale is stored in Duell as normal. When Telaris is back, the import job retrieves all unimported sales at the next run.

Can I send parts of an order to the cash register?

Yes. You choose which order lines to send. The rest can be sent later or handled in Telaris.

What happens if a customer changes the quantity in the cash register?

When the payment status is synchronised, the quantity, price and discount on the order lines in Telaris are updated to what was actually paid in Duell.

How often is data synchronised?

Cash register sales and payment status every 5 minutes. Daily settlement every hour. Product export runs manually or on changes.

How do I know if a product fails on export?

A synchronisation message is shown on the order line in Telaris. The product cannot be sent to the cash register until the error is fixed.

What is the difference between sending an order and sending an invoice to the cash register?

Both create a locked POS order in Duell. The difference is that when an invoice is paid in Duell, Telaris automatically reverses the related accounting transactions.

What is a cash customer?

The cash customer is the default customer used when cash register sales are imported from Duell and the customer is not linked to an existing customer in Telaris.

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Troubleshooting and frequently asked questions (FAQ)