Resend a receipt for a past sale

A customer comes back and says they never got their receipt, or the link expired, or they gave you the wrong email. You want to send them a fresh one. Here's how that works.

The short answer: from the sale in the portal

Open the sale in the portal — sales log, then click the row — and use the Receipt card at the bottom of the sale detail page.

You can also do it on the terminal, from its past-sales screen. Both routes send exactly the same email, and both are recorded in the same history, so use whichever is nearer to hand.

Resend from the portal

1. 1

   Open the sale

   Go to the sales log and click the customer's sale. Match it by amount, time and the items on it.

2. 2

   Check the history

   The Receipt card lists every time a receipt has been emailed for this sale — the address, when, and whether it sent or failed. If the customer never got it, this is where you find out whether it went to the wrong address.

3. 3

   Send it

   Press Email receipt. The box is pre-filled with the last address used, so sending again to the same person is one press — or type over it to correct a wrong address, then send.

If the button is greyed out, there's nothing to send: a sale that wasn't approved has no receipt, and a very old sale may predate digital receipts. The card says which one applies.

Resend from the terminal (the other route)

1. 1

   Open the past sales screen

   On the terminal, open the recent orders / records screen — the list of sales the device has taken. (Whether a staff member can reach it depends on their role and the device's mode.)

2. 2

   Find the sale

   Locate the customer's sale in the list. You can match it by amount, time and the items on it.

3. 3

   Email the receipt

   Open the sale and choose to email the receipt. Type the customer's email address and send.

What the customer receives

The email is a short message with a link, not a PDF attachment — the subject reads "Your receipt from" followed by your business name, and it is signed off by Tillable. The link opens the public digital receipt page (a web address like /r/<code>), where the customer can read the receipt and, from that page, print it or save it as a PDF themselves. See Receipts and reprints for how that page works.

So "resend the receipt" really means "re-issue the link to the digital receipt". The receipt content always lives on that page; the email just points at it.

Sending to a different or corrected email

Because you type the email address each time you resend, you can send to a different address than the one used at the point of sale. If the customer originally gave the wrong email, or has changed it, just enter the new one when you resend — nothing needs to be corrected on the original sale.

If the old link expired or was never issued

A digital receipt link can stop opening if it expired or was never issued in the first place. Resending from the terminal issues a fresh link to the same sale, which fixes both cases — the customer gets a new, working link to the same digital receipt. You don't edit or re-create the sale; you just re-send.

If an address has bounced before

Some addresses can't receive email at all — the mailbox was closed, someone marked an earlier message as spam, or the address was blocked by hand. When that's the case, we stop trying rather than retrying in the background, and the receipt log records that the address itself is the problem rather than a temporary hiccup.

Nothing you can do from the portal will change that — the block sits with the email provider, not with us. Send it to a different address instead, or correct a typo and try again. If the customer insists the address is fine, tell us and we'll check whether it can be un-blocked.

A genuine wobble — the provider being briefly unreachable — is different, and that one we do keep retrying on its own.

What's next

• Receipts and reprints — the three ways customers get a receipt, and the digital receipt page.
• The sales log — find the sale (to read it in the portal; the resend itself is on the terminal).
• Sales and transactions — overview — the portal-review vs terminal-action split.