Fusion My Business – Knowledge Document

Fusion My Business – Knowledge Document

Fusion My Business – Knowledge Document

Version: v1.0
Date: 6th Nov 2025
Prepared by: AK

1. Overview

Fusion My Business (FMB) is an all-in-one Point of Sale (POS) and business management solution designed for modern retail, hospitality, and service-based industries. It enables merchants to:

●    
Accept card payments, contactless, mobile, and online transactions.

●    
Manage operations, inventory, employees, sales analytics, and customer engagement from a unified dashboard.

●    
Launch and manage online ordering, ecommerce storefronts, and multichannel sales integrated with in-store systems.

●    
Streamline day-to-day business functions while improving efficiency, accuracy, and profitability.

Mission / Tagline:

“Sell Smarter. Get Paid Faster. Grow Bigger.”

Company Details:

●    
Headquarters: IF28 Threefield House, Threefield Lane, Southampton, SO14 3LP, United Kingdom

●    
Incorporated: 26 January 2022

●    
Company No.: 13872472

●    
Target Markets: Retail, Restaurants, Hospitality, Beauty & Wellness, and Service-based Businesses

2. Key Features & Benefits

2.1 Payment & POS Capabilities

●    
Accepts Chip & PIN, contactless, mobile wallets (Apple Pay, Google Pay), and online payment links.

●    
Funds deposited to merchant bank account, typically by the next business day.

●    
Supports mobile POS hardware such as card readers, barcode scanners, cash drawers, and printers.

2.2 Sales & Business Management

●    
Real-time sales tracking, transaction history, and performance dashboards.

●    
Inventory management: Unified catalogue across online and in-store operations.

●    
Employee management: Role-based access and staff performance tracking.

●    
Restaurant support: Tableside ordering, QR payments, take-away and delivery workflows.

2.3 Customer Engagement & Marketing

●    
Build customer loyalty profiles, issue digital receipts, manage returns/exchanges.

●    
Accept QR code and payment link payments.

●    
Enable email and social campaigns for upselling and cross-selling.

2.4 Online Store / Ecommerce Integration

●    
Create and publish your own online store directly from the FMB platform.

●    
Sync inventory and order data between physical and online channels.

 

 

2.5 Industry Suitability

●    
Restaurants & Cafés: Tableside ordering, open tabs, QR payments.

●    
Retail Stores: Unified inventory, barcode scanning, returns management.

●    
Beauty & Wellness: Appointments, invoicing, client profiles, promotions.

3. Implementation & Onboarding

3.1 Getting Started

  1. Sign up on the FMB platform.

  2. Receive hardware (card reader, etc.) or use your existing devices.

  3. Download the FMB App (Android/iOS) or log in via web dashboard.

  4. Configure catalogue items, prices, and tax rules.

  5. Set up staff logins and roles.

  6. Import or sync inventory.

  7. Test transactions.

  8. Launch your online store (optional).

  9. Train your team and go live.

3.2 Support & Training

●    
Onboarding Resources: Documentation and video tutorials available on the website.

●    
Support Channels:

○    
Phone: +44 0330 122 5960

○    

○    

●    
Product Updates: Regular app and system enhancements.

4. Frequently Asked Questions (FAQ)

General

Q1: What is Fusion My Business (FMB)?
A: An all-in-one POS and business management platform for managing sales, payments, and online operations.

Q2: Who can use it?
A: Retailers, restaurants, salons, cafés, and service-based businesses.

Q3: Where is it based?
A: Headquartered in the UK, serving UK and global markets.

Onboarding & Setup

Q4: How do I get started?
A: Create a merchant account, configure your business profile, download the app, set up staff and inventory, and start transacting.

Q5: What hardware do I need?
A: Card readers, barcode scanners, cash drawers, and receipt printers are supported.

Payments & Reporting

Q6: What payment methods are supported?
A: Cards (Chip & PIN, contactless), mobile wallets, QR codes, and payment links.

Q7: When are funds deposited?
A: Funds are deposited on a weekly basis, typically following a T+5 settlement cycle.

Q8: Does it have analytics?
A: Yes, real-time dashboards show sales, staff performance, and inventory.

Online Store

Q9: Can I sell online and in-store simultaneously?
A: Yes. Sales, inventory, and customer data sync across both.

Q10: How does inventory sync?
A: Updates occur in real-time across all channels to avoid stock issues.

Pricing & Contracts

Q11: What are the charges?
A: Depends on transaction volume, business sector, and risk profile. Transparent pricing model.

Q12: Any long-term contracts?
A: Flexible terms—refer to your merchant agreement for specifics.

Support

Q13: How can I get help?
A: Access the support portal or contact the helpdesk.

Q14: Is training available?
A: Yes, onboarding support and documentation are provided.

Security

Q15: Is it PCI-compliant?
A: Yes, with end-to-end encryption and compliance requirements.

Q16: How are staff permissions managed?
A: Through role-based access and secure login management.

5. Mission, Vision & Strategic Goals

Vision

To empower small and medium-sized enterprises to thrive in the digital economy by providing a unified, intuitive platform that harmonises payments, operations, and sales.

 

 

 

Mission

●    
Deliver seamless, integrated business management tools.

●    
Offer merchants real-time control and insights.

●    
Support clients through innovation and partnership.

●    
Simplify complexity so merchants can focus on growth.

Strategic Goals

  1. Merchant Success: Achieve >90% merchant satisfaction.

  2. Omni-channel Enablement: Enable both in-store and online sales for all clients.

  3. Feature Utilisation: >70% activation of advanced modules.

  4. Innovation: Biannual product releases introducing new capabilities.

  5. Operational Excellence: >99.9% uptime, <2-hour support response.

  6. Ecosystem Growth: Expand third-party integrations.

  7. Sustainable Growth: Maintain transparent pricing and scalability.

6. Key Terms & Conditions Highlights

Accuracy of Information

●    
Merchants must provide accurate and up-to-date information.

●    
Any change must be reported promptly.

User Responsibilities

●    
Compliance with laws and regulations is mandatory.

●    
Misuse of services may result in suspension or termination.

 

Payments & Fees

●    
Merchants are responsible for applicable fees and taxes.

●    
FMB’s current rates apply unless otherwise agreed.

Termination & Suspension

●    
Services may be suspended for violations or non-compliance.

●    
Access to services ends immediately upon termination.

Data & Privacy

●    
FMB may use submitted data per its Privacy Policy.

●    
Merchants must follow GDPR and other data-protection laws.

Delivery Terms (Hardware)

●    
Merchants must inspect delivered devices and report issues.

●    
Refer to “Delivery Terms & Conditions” for details.

Modification of Terms

●    
FMB reserves the right to modify terms periodically.

●    
Continued use implies acceptance of changes.

Liabilities & Warranties

●    
FMB limits liability and disclaims certain warranties.

●    
Merchants are responsible for their data integrity and usage.

 

7. Security & Compliance

●    
Transactions are encrypted and PCI-compliant.

●    
Access control via staff logins and permissions.

●    
Regular updates and audits are recommended.

 

8. Best Practices

●    
Keep catalogue and prices updated.

●    
Sync inventory to avoid discrepancies.

●    
Train staff regularly.

●    
Use analytics for better decision-making.

●    
Review rates and transaction volume monthly.

9. Support & Contact

●    
Phone (UK): +44 0330 122 5960

●    

●    

 

 

Fusion My Business (FMB) App – User Guide for Clients

1. Introduction

Welcome to Fusion My Business (FMB) — your all-in-one mobile and web platform for managing payments, sales, inventory, and customer interactions.
The FMB App is designed to help business owners and staff run daily operations with ease — whether at a retail counter, restaurant, salon, or on the go.

This guide will walk you through the steps to install, configure, and operate the app effectively.

2. System Requirements

For Mobile Devices

●    
Operating System: Android 8.0+ or iOS 13+

●    
Internet Connection: Wi-Fi or mobile data

●    
Hardware (optional):

○    
Bluetooth card reader

○    
Receipt printer

○    
Barcode scanner

○    
Cash drawer

 

3. Getting Started

Step 1: Download the App

●    
Visit the Google Play Store or Apple App Store.

●    
Search for Fusion My Business POS.

●    
Tap Install.

Alternatively, visit https://fusionmybusiness.com and click Download App.

Step 2: Sign Up or Log In

●    
Open the app and tap Create Account if you’re new.

●    
Enter your:

○    
Business name

○    
Contact details

○    
Email ID

○    
Preferred password

●    
Verify your email or phone (OTP verification).

●    
Existing users can log in using their registered credentials.

 

Step 3: Business Setup

After login, configure your business details:

  1. Add Business Info

○    
Name, address, and logo

○    
Business category (Restaurant, Retail, Salon, etc.)

  1. Set Up Store Location

○    
Enter outlet name and location.

○    
Add multiple locations if you operate more than one branch.

  1. Set Up Taxes & Currency

○    
Configure VAT as per your region.

○    
Choose your default currency.

  1. Add Business Hours

○    
Define opening and closing times.

○    
Set custom hours for weekends or holidays.

4. Adding Products & Services

  1. Go to
    Menu → Products/Services.

  2. Tap
    + Add New Item.

  3. Fill in details:

○    
Item Name

○    
Description

○    
Enter Price for Takeaway

○    
Enter Price for Delivery

○    
Enter Price for Dine in

○    
Upload image

  1. Tap
    Add Item.

  2. Repeat for other products.

💡 Tip: You can import items in bulk using a CSV file from the web dashboard. For assistance, please contact support.

 

5. Making a Sale

  1. Tap Sales or POS from the bottom navigation.

  2. Select products or services for the order.

  3. Choose
    Payment Method:

○    
Card (Chip & PIN / Contactless)

○    
Mobile wallet (Apple Pay / Google Pay)

○    
Cash

○    
Payment link or QR code

  1. Tap
    Complete Sale.

  2. Print or email the receipt to the customer.

✅ All transactions are synced in real-time with your dashboard.

6. Accepting Online Payments

  1. Go to
    Sales → Enter Amount.

  2. Tap Charge.

 

  1. Tap
    Paylink Option

  2. Enter phone number

  3. Tap
    Send Link.

  4. Share via SMS, WhatsApp, or email.

When the customer pays, you’ll receive a confirmation notification instantly.

 

7. Managing Orders

For Restaurants / Cafés

●    
Go to
Orders → Completed / In-Progress / New


●    
View all completed, in-progress, or new orders for the day

●    
View order items within the same window


●    
Track your delivery partner under the In-Progress tab.

8. Managing Inventory

  1. Go to Inventory from the side menu.

  2. Check:

○    
Current stock levels

○    
Low-stock alerts

○    
Recently sold items

  1. Tap Adjust Stock to update quantities or record new stock-in entries.

  2. Enable Auto Stock Update for synced online sales.

📦 Helps prevent overselling and ensures accurate stock tracking.

9. Adding & Managing Staff

  1. Go to
    Settings → Users & Permissions.

  2. Tap
    Add Staff.

  3. Enter staff name, email, and role (Cashier, Manager, Admin).

  4. Set access permissions for each feature.

  5. Staff can log in with their own credentials.

👥 Role-based access ensures data security and accountability.

10. Analytics & Reports

  1. Go to
    Reports / Dashboard.

  2. Choose from:

○    
Daily / Weekly / Monthly Sales

○    
Transactions Report

○    
Product Report

○    
Dine in Report

 

○    
Store Report

  1. Export reports as to your registered email.

📊 Use insights to improve sales, manage costs, and plan promotions.

11. Notifications & Alerts

●    
Get alerts for:

○    
New orders

○    
Low inventory

○    
Payment settlements

○    
System updates


 

12. Troubleshooting Common Issues

Issue

Possible Cause

Solution

App not opening

Outdated version

Update from App Store / Play Store

Payment declined

Network / card issue

Retry or use another method

Inventory not updating

Poor connectivity

Check internet or refresh sync

Printer not working

Bluetooth issue

Re-pair the device

Missing reports

Date filter not set

Adjust filter in Reports tab

14. Security & Compliance

●    
PCI-DSS compliant transactions.

●    
Encrypted communication between app and server.

●    
Role-based access for staff users.

●    
Two-factor authentication (2FA) recommended.

15. Support & Assistance

Customer Support Channels:
 📞 Phone: +44 0330 122 5960
🌐 Website: https://fusionmybusiness.com
 💬 Live Chat: Available on website during business hours

Operating Hours:
 Monday – Friday: 9:00 AM – 10:00 PM (UK Time)

16. Best Practices

✅ Keep the app updated.
 ✅ Review daily sales before closing.
 ✅ Back up data regularly.
 ✅ Train new staff with demo mode.
 ✅ Review reports weekly for insights.
 ✅ Keep devices charged and connected.

17. Appendix – Quick Reference

Feature

Where to Find

Add Product

Menu → Products → + Add

Make Sale

POS → Select Items → Complete

Create Payment Link

Payments → Payment Links → Generate

View Report

Dashboard → Reports

Add Staff

Settings → Users & Permissions

Manage Stock

Inventory → Adjust Stock

Fusion My Business (UK) – Menu Team FAQ

1. General Questions

Q1. What is the role of the Menu Team at Fusion My Business?
 A: The Menu Team is responsible for creating, updating, and maintaining restaurant menus on the Fusion platform and partner delivery platforms (such as OYA, Uber Eats, JustEat, and Deliveroo). The team ensures menu accuracy, image uploads, pricing consistency, and timely updates.

Q2. What platforms does Fusion support for menu integration?
 A: Fusion integrates with multiple delivery platforms, including OYA, Uber Eats, JustEat, and Deliveroo, along with Fusion’s own online ordering system.

Q3. How long does it take to update a menu once a request is received?
 A: The standard turnaround time (TAT) for menu updates is 24 to 48 business hours, depending on the complexity and completeness of the information provided.

2. Menu Updates & Modifications

Q4. What information is required from clients to update their menu?
 A: Clients must provide:

●    
Menu items with proper names and categories

●    
Prices, descriptions, and ingredients (if applicable)

●    
Allergens and dietary information

●    
Images (if required)

●    
Restaurant ID or store reference

Q5. How can clients request menu updates?
 A: Clients can submit their menu update requests via:

●    

●    
WhatsApp Business Chat (if active)

●    
Talk to our Experts : Contact Support

Q6. Can the Menu Team add promotional or limited-time items?
 A: Yes, the Menu Team can enable, disable, or schedule promotional and seasonal items as per client request.

Q7. What if the client wants to change menu photos?
 A: The client must share high-quality images (500x500 px). The Menu Team will review and upload them after verifying image standards and content policy compliance.

3. Pricing & Availability

Q8. How soon do pricing changes reflect on live platforms?
 A: Pricing changes typically reflect within 1–3 hours once approved and published on the platform.

Q9. Can the Menu Team disable items that are out of stock?
 A: Yes. Clients can request temporary deactivation of items during stock shortages, and the Menu Team can re-enable them once restocked.

Q10. Does Fusion allow category-based pricing (e.g., weekday vs weekend)?
 A: Currently, category-based dynamic pricing is not supported, but price modifications can be made manually upon client request.

4. Menu Errors & Troubleshooting

Q11. What should be done if a client reports wrong prices or missing items?
 A:

  1. Verify the client’s live menu link.

  2. Cross-check the item in the Fusion Admin Panel.

  3. Correct the discrepancy and confirm back to the client.

  4. Update the client once the changes reflect live.

Q12. Why does the menu look different on each delivery platform?
 A: Each third-party platform (Uber Eats, Deliveroo, etc.) has its own layout and category limitations. Fusion ensures the data is consistent, but the visual display may differ slightly.

Q13. What if the client’s menu fails to sync to delivery platforms?
 A: Check the API integration status in the Fusion Admin Portal. If syncing issues persist, escalate the ticket to the Tech Support Team under “Menu Sync Issue.”

5. Delivery Partner Menu Coordination

Q14. What is the TAT for an order or menu sync between Stuart and Nash?
 A: The expected turnaround time (TAT) to move or sync orders between Stuart and Nash during order monitoring is 10–15 minutes, depending on server traffic and delivery partner response.

6. New Store / Menu Setup

Q15. What is the process for setting up a new store’s menu?
 A:

  1. Receive complete menu data from the onboarding team.

  2. Create store categories and sections.

  3. Add menu items, prices, and modifiers.

  4. Upload images and descriptions.

  5. Test the menu in sandbox/live mode.

  6. Confirm launch with the Operations Team.

Q17. How long does a new menu setup take?
 A: Typically 48 to 72 business hours, depending on the number of items and integrations required.

7. Compliance & Quality

Q18. Are menus reviewed for compliance?
 A: Yes, every menu undergoes a content and quality check before being published to ensure accuracy, legal compliance (e.g., allergen info), and adherence to Fusion’s content policy.

Q19. What are the image content guidelines?
 A:

●    
No copyrighted or watermarked images.

●    
Real, high-quality product photos.

●    
Bright lighting, simple background.

●    
Resolution: 500x500 pixels.

8. Escalation & Support

Q20. How can the Menu Team escalate issues?
 A:

●    
Level 1: Menu Coordinator / Shift Lead

●    
Level 2: Operations Manager

●    
Level 3: Technical Support (for sync/API issues)

Q21. What are the support hours for menu-related tasks?
 A: All Day,
9:00 AM to 10:00 PM (UK Time)

Q22. How can clients contact support for menu-related issues?
 A:
📞 Phone (UK): +44 0330 122 5960
💬 Live Chat: Available on www.fusionmybusiness.com

9. Best Practices for the Menu Team

●    
Always confirm menu update completion with timestamp.

●    
Verify all items, prices, and modifiers before publishing.

●    
Maintain naming consistency across categories.

●    
Recheck live links after every major update.

●    
Maintain clear communication with the client and escalation team.

 

 

 

 

 

✅

Fusion My Business – Business Support Team Guide & FAQ (Zoho Answer Bot Format)

Version: v1.0
Purpose: Provide complete Q&A for chatbot training.

Q&A FOR ZOHO ANSWER BOT

1. What is Fusion My Business?

Fusion My Business is an all-in-one business management platform that offers POS, online ordering, card payments, reporting, and marketing tools for restaurants, cafés, takeaways, retail stores, and service businesses.

2. What is Fusion Business Support?

Fusion Business Support assists merchants with onboarding, menu updates, orders, payments, marketing campaigns, device support, troubleshooting, and business growth guidance.

3. What does the Business Support Team do?

The Business Support Team:

●       
Onboards new merchants

●       
Sets up accounts, POS, card readers, and online stores

●       
Helps with menu/product updates

●       
Provides technical troubleshooting

●       
Manages marketing campaigns (SMS, Push)

●       
Reviews low-order merchants

●       
Handles escalations and coordinates with Tech/Product teams

Q: How do I contact Fusion Business Support?

You can reach the Fusion Business Support team through any of the following options:
• Help Section: Access the Help/Support option directly from your Fusion dashboard.
• Phone (UK): +44 0330 122 5960

5. How do I sign up for Fusion My Business?

📞 Phone (UK): +44 0330 122 5960
💬 Live Chat: Available on www.fusionmybusiness.com

6. What documents are required for onboarding?

●       
Business details

●       
Owner identification

●       
Menu/product list

●       
Bank account details for settlements

7. How long does onboarding take?

Onboarding typically takes 24 hours, depending on document accuracy and menu readiness.

8. How do I activate my card reader?

  1. Turn on the card reader
  2. Connect via Bluetooth
  3. Open Fusion Merchant App
  4. Go to Card Reader Setup
  5. Pair and run a test transaction

9. When are funds deposited?

Payouts are processed weekly or T+5 days, depending on your account setup.

10. How do I check my payouts?

Go to
Dashboard → Reports/Transactions → Payouts
to see settlement history.

11. Why does my rental show unpaid even after payment?

Share your payment reference with Support. The team will sync the rental status and update it manually.

12. How can I update my menu items or prices?

You can update your menu through
Dashboard → Menu
.
Business Support can also update items, prices, images, or categories for you.

13. Can I upload menu items in bulk?

Yes. You can use a CSV file via the Fusion web dashboard. Contact support for assistance.

14. How do I view and manage orders?

Go to Orders and view:

●       
New – newly placed orders

●       
In-Progress – orders being prepared or delivered

●       
Completed – finished orders
You can also track delivery partners in the In-Progress tab.

15. I’m not receiving online orders. What should I do?

Check the following:

●       
Menu has images and descriptions

●       
Items are enabled

●       
GMB listing is active and linked

●       
Promotions or SMS campaigns are active
If still low, request a Low-Order Health Check from Support.

16. How can I track business performance?

Use the Reports Dashboard for:

●       
Daily/weekly sales

●       
Order volume

●       
Card reader usage

●       
Online store visits

●       
Best-selling items

17. Can Fusion help with Google Business Profile (GMB) updates?

Yes. Business Support can update your GMB listing, menu link, photos, hours, or add your online ordering link.

18. What should I do if my reports show missing or incorrect data?

This could be a sync issue. Share screenshots and the date range with Support. It will be escalated to Tech if needed.

19. My POS is printing duplicate receipts. How can I fix it?

This is usually a printer setting issue. Support will guide you or escalate to Engineering if needed.

20. How do I request new features or report issues?

Create a ticket in the Support Portal or email support@fusionmybusiness.com.
Include:

●       
Store name

●       
Issue details

●       
Screenshots

●       
Expected behaviour

21. What are the support response times?

●       
Normal queries: within 1 hour

●       
P1 issues (critical): 4 hours

●       
P2 issues: 24 hours

●       
Menu updates: 2–4 hours

●       
GMB changes: 24–48 hours

22. Who can use Fusion My Business?

●       
Restaurants

●       
Cafés

●       
Takeaways

●       
Retail stores

●       
Grocery shops

●       
Cloud kitchens

●       
Service businesses

23. How do customers place orders?

Customers can order via:

●       
Your Fusion website

●       
Online menu link

●       
QR code

●       
POS card machine (for in-store payments)

 

 

24. What payment methods are supported?

●       
Card reader payments

●       
Online payments

●       
UPI (if enabled)

●       
Wallets (region-dependent)

25. What is included in my weekly rental?

Your rental includes:

●       
POS software

●       
Online ordering system

●       
Marketing support

●       
Card reader rental

●       
Reporting tools

●       
Business support services

26. I want to cancel my account. What is the process?

Cancellations may involve:

●       
Notice period

●       
Returning devices

●       
Clearing pending dues
Contact your Account Manager for detailed steps.

27. Business ownership has changed. What should I do?

Inform Support immediately. A new contract or account transfer will be processed.

28. How do I escalate an unresolved issue?

If first-level troubleshooting does not fix the issue, Business Support will escalate to:

●       
Technical Team

●       
Product Team

●       
Operations Team
You will receive a ticket reference and timeline.

29. How does Fusion help low-order merchants?

Support performs weekly health checks and helps by:

●       
Updating menu

●       
Running marketing campaigns

●       
Improving GMB visibility

●       
Reviewing performance metrics

●       
Suggesting operational improvements

30. How does Fusion handle refunds?

Refunds typically take 3–5 business days depending on the customer’s bank.

31. What tools does Fusion provide?

●       
Merchant Dashboard

●       
POS

●       
Card Reader

●       
Online Store

●       
Reports Dashboard

●       
Marketing Tools

●       
Support Portal

32. Where can I access support resources?

Visit the Support Portal: https://help.fusionmybusiness.com
You can find FAQs, guides, and troubleshooting steps.

 

 

 

Fusion My Business – Technical Support Knowledge Base (KB Article)

1. Overview

Fusion My Business provides end-to-end business management solutions, including POS, online ordering, card payments, delivery integrations, reporting, and customer engagement tools.
This Technical Support Knowledge Base guides users through troubleshooting, reporting issues, and understanding how Fusion’s technical support process works.

2. How to Contact Technical Support

You can reach Fusion Technical Support using the following options:

Primary Support Portal

●       

●       
Submit tickets for:

o   
Technical issues

o   
Bug reports

o   
Feature requests

o   
Data or payout discrepancies

Other Support Channels

●       

●       
Phone (UK): +44 0330 122 5960

●       

Tip: For the fastest resolution, always raise a ticket via the Help Center.

3. Support Hours & Response Times

Fusion provides support 24/7 via the Help Center.

Standard Response Time

Issue Priority

Description

Response Time

P1 – Critical

System down, payment failures, app inaccessible

Within 4 hours

P2 – High

Major feature not working (e.g., menu not loading)

Same business day

P3 – Medium

General issues, UI bugs, non-urgent errors

Within 24 hours

P4 – Low

Feature enhancement, suggestions

48–72 hours

 

 

 

4. How to Raise a Technical Issue

When raising a ticket, always include:

Required Information

●       
Merchant/store name

●       
Contact number

●       
Platform (POS App / Dashboard / MPos / Card Reader)

●       
Description of the issue

●       
Steps to reproduce the issue

●       
Screenshot or screen recording

●       
Time the issue occurred

●       
Device details (Android/iOS/Model)

●       
App version number

Why this is important

Providing complete details helps the technical team diagnose and resolve issues faster without needing back-and-forth messages.

5. Common Technical Issues – Troubleshooting Guide

A. Login / Access Issues

Symptoms: Cannot log in, session expired, dashboard not loading
Try this:

  1. Check username/password
  2. Ensure a stable internet connection
  3. Clear browser cache or app cache
  4. Update the Fusion My Business mobile app
  5. Try using a different browser or device

If still unresolved, report to support with a screenshot of the error.

B. POS / MPos Not Syncing

Symptoms: Menu not updating, orders not appearing, delayed sync
Try this:

  1. Make sure the device is connected to the internet
  2. Refresh menu or reload app
  3. Log out and log back in
  4. Restart the POS device

If the issue continues, raise a ticket with:

●       
Merchant ID

●       
Module (Menu / Orders / Reports)

●       
Recent changes made (e.g., menu update)

C. Card Reader Not Connecting

Symptoms: Reader won't pair, failed transactions, Bluetooth issues
Solutions:

  1. Ensure Bluetooth is turned on
  2. Turn the reader OFF and ON
  3. Charge the device
  4. Make sure the reader is not paired with another device
  5. Update the Fusion app

If still not working, provide:

●       
Reader model & serial number

●       
Any error message

●       
Device OS version

D. Payment / Transaction Issues

Symptoms: Transactions not appearing, settlement mismatch
Steps:

  1. Refresh the transaction report
  2. Check filters (date range)
  3. Compare transaction status (Approved/Declined/Pending)
  4. Share a screenshot with support

For discrepancies, support will escalate to the technical team.

E. Printer Errors

Symptoms: Receipt not printing, printer offline
Solutions:

  1. Ensure the printer is powered on
  2. Check Wi-Fi/Bluetooth connection
  3. Re-add printer in the POS app
  4. Make sure the paper roll is correctly placed

F. Menu Not Updating

Symptoms: Items missing, wrong prices, images not showing
Fixes:

  1. Clear app cache
  2. Refresh menu
  3. Ensure no duplicate categories
  4. Upload correct image size (if applicable)

6. Technical Escalation Process

Level 1 – Basic Troubleshooting

Support checks for:

●       
Common issues

●       
Menu updates

●       
Account settings

●       
Device compatibility

Level 2 – Technical Support Team

If L1 cannot resolve, issue is passed to L2 for:

●       
Bug validation

●       
Backend checks

●       
API logs review

●       
Sync failures

Level 3 – Product & Engineering

For complex bugs, crashes, or infrastructure issues:

●       
Engineering team investigates

●       
Patch or hotfix is released if necessary

Users are updated regularly until resolution.

7. System Requirements

POS App

●       
Android 8.0 or above

●       
Minimum 2GB RAM

●       
Stable Wi-Fi/4G connection

Dashboard

●       
Latest version of Chrome, Firefox, or Safari

●       
Device with at least 4GB RAM

8. Data, Reporting & Settlement Issues

If you experience:

●       
Missing transactions

●       
Incorrect settlement amounts

●       
Wrong payout report

●       
Rental or wallet deduction queries

Provide:

●       
Date range

●       
Screenshot of dashboard reports

●       
Screenshot of bank payout (if applicable)

Support will coordinate with the payments team to investigate.

9. Frequently Asked Technical Questions (FAQ)

Q1: Why is my app slow or freezing?

A: Try restarting the app, clearing cache, or updating to the latest version.

Q2: Why are orders not appearing in POS?

A: Check internet connection and refresh the app. If still not showing, report to support.

Q3: Can I reset my device?

A: Yes, but ensure data is synced first. Contact support before performing a factory reset.

Q4: How do I update the POS app?

A: Visit Play Store → Search

Fusion My Business
→ Update.

10. Tips for Faster Resolution

●       
Always attach screenshots or videos

●       
Provide exact timestamps of errors

●       
Mention if the error is random or consistent

●       
Note any recent changes (new menu upload, device change, etc.)

11. Support Commitment

Fusion aims to provide stable, reliable, and quick technical assistance.
Our goal is to:

●       
Resolve P1 issues ASAP

●       
Provide clear communication

●       
Minimize downtime

●       
Ensure seamless business operations

 

 

Fusion My Business – Complete Product Knowledge Base & FAQ

(For Zoho AI Answer Bot Integration)

📌 Overview

Fusion My Business is an all-in-one platform designed for restaurants, cafés, takeaways, and hospitality businesses. This article provides detailed information, FAQs, troubleshooting steps, and support workflows for all Fusion products:

●       
Fusion POS

●       
Fusion MPos

●       
Fusion Card Payments

●       
Fusion Hospitality

●       
Fusion KDS

●       
Fusion QR Ordering

●       
Fusion Customer App / Loyalty

●       
Fusion Website Ordering

●       
Fusion Printer Integration

●       
Fusion Paylink

●       
Fusion Table Ordering

●       
Fusion Cash Drawer

●       
Fusion Kiosk

●       
Fusion KOT Printer

---------------------------------------------------------

1. Fusion POS (Point of Sale)

---------------------------------------------------------

What is Fusion POS?

Fusion POS is a complete billing, order management, reporting, and restaurant operations platform for dine-in, takeaway, and delivery.

Key Features

●       
Quick order creation

●       
Table management

●       
Split bills

●       
Z-reports and sales reports

●       
Printer and KDS integration

●       
Discounts & offers

●       
Multi-location support

FAQs

Q1. How do I place a new order?
Go to
Orders → New Order
, select items, choose order type, and confirm.

Q2. How do I print receipts?

Ensure your printer is paired → tap
Print Receipt on the order screen.

Q3. Can I view historical sales?
Yes —
Dashboard → Sales Summary / Reports
.

Troubleshooting

Issue: POS is slow/not responding

●       
Restart the POS app

●       
Check internet connection

●       
Clear app cache

●       
Restart device

Issue: Orders not printing

●       
Make sure Bluetooth/WiFi is ON

●       
Ensure printer paper is loaded

●       
Reconnect the printer from Settings

---------------------------------------------------------

2. Fusion MPos (Mobile POS)

---------------------------------------------------------

What is Fusion MPos?

Fusion MPos is a mobile version of the POS used for on-the-go order taking and delivery management.

FAQs

Q1. Why can't I accept a new order?

Check if the internet is active → Refresh the app.

Q2. Can I track delivery partners?
Yes, under
Orders → In-Progress
.

Troubleshooting

●       
Re-login if new orders are not appearing

●       
Enable location permissions

●       
Ensure device storage is not full

---------------------------------------------------------

3. Fusion Card Payments (Card Reader / Payment Gateway)

---------------------------------------------------------

Overview

Fusion provides integrated card readers supporting contactless payments, chip & PIN, and online Paylink payments.

FAQs

Q1. How long does settlement take?
Weekly settlements or T+5.

Q2. Why is my card reader not connecting?

Restart the reader → reconnect Bluetooth → restart POS/MPos.

Troubleshooting

●       
Ensure the reader is charged

●       
Pair using app settings

●       
Check if reader firmware is updated

---------------------------------------------------------

4. Fusion Hospitality

---------------------------------------------------------

Overview

Fusion Hospitality manages dine-in, takeaway, reservations, tables, and waiter operations.

Key Features

●       
Table layout

●       
Table transfer

●       
Dine-in order creation

●       
Split bill

●       
Multi-printer support

FAQs

Q1. How do I manage tables?
Open
Hospitality → Table Layout
and assign tables.

Q2. Can I split bills?
Yes — Split by item or amount.

---------------------------------------------------------

5. Fusion KDS (Kitchen Display System)

---------------------------------------------------------

Overview

Shows live orders to chefs and kitchen staff.

FAQs

Q1. Orders not showing in KDS?

●       
Check network

●       
Ensure KDS is assigned to the right kitchen section

Q2. Can I mark orders as prepared?
Yes — Tap Done on KDS.

Troubleshooting

●       
Restart KDS device

●       
Check KDS assignment in Back Office

---------------------------------------------------------

6. Fusion QR Ordering

---------------------------------------------------------

Overview

Allows customers to scan a QR code and order directly.

FAQs

Q1. How do I update QR menu?

Update menu in Fusion Dashboard → it syncs automatically.

Q2. Why are QR orders not printing?
Check printer mapping in Dashboard.

Troubleshooting

●       
Ensure QR ordering is enabled

●       
Refresh POS app

---------------------------------------------------------

7. Fusion Customer App / Loyalty

---------------------------------------------------------

Overview

Fusion provides a branded customer ordering app with loyalty points, coupons, and SMS/push notifications.

FAQs

Q1. How do customers earn loyalty points?
Points are earned based on your loyalty configuration.

Q2. How do I send push notifications?
Use
Dashboard → Marketing → Push Notifications
.

Troubleshooting

●       
Ensure app notifications are enabled

●       
Check if tokens are refreshed

---------------------------------------------------------

8. Fusion Website Ordering

---------------------------------------------------------

Overview

A complete online ordering website for restaurants.

FAQs

Q1. Can I change delivery charges?

Yes → Dashboard → Delivery Settings
.

Q2. Why are items not visible online?
Ensure items are enabled in menu settings.

Troubleshooting

●       
Clear website cache

●       
Check payment gateway activation

---------------------------------------------------------

9. Fusion Printer Integration

---------------------------------------------------------

Overview

Supports USB, LAN, WiFi, Bluetooth, and built-in printers.

FAQs

Q1. Printer is printing blank pages
Thermal paper may be inserted incorrectly — flip the roll.

Q2. Why is printing delayed?
Check network stability for LAN/WiFi printers.

Troubleshooting

●       
Restart printer

●       
Reconnect from POS/MPos

●       
Ensure correct printer type selected

---------------------------------------------------------

10. Fusion Paylink

---------------------------------------------------------

Overview

A link-based payment system where customers pay online.

FAQs

Q1. Payment not showing in reports?

Wait 5 minutes → Sync POS → Refresh Dashboard.

Troubleshooting

●       
Confirm order settled via Payment Report

●       
Check stale transactions in gateway logs

 

 

 

 

---------------------------------------------------------

11. Fusion Table Ordering / Dine-In

---------------------------------------------------------

Overview

Customers order from their table via QR or tablet.

FAQs

Q1. Can I disable table ordering?

Yes → Dashboard settings.

Q2. Why are table orders not visible?
Check if table ordering is enabled in your POS.

---------------------------------------------------------

12. Fusion Cash Drawer

---------------------------------------------------------

Overview

Integrated cash drawer works with POS receipts.

FAQs

Q1. Drawer not opening?

●       
Check cable

●       
Restart POS

●       
Ensure “Auto Open Drawer” is enabled

---------------------------------------------------------

13. Fusion Kiosk

---------------------------------------------------------

Overview

Self-ordering kiosk for dine-in/takeaway.

FAQs

Q1. Why kiosk is stuck on loading?

Restart device → check internet.

Troubleshooting

●       
Sync menu

●       
Check Kiosk Printer configuration

---------------------------------------------------------

14. Fusion KOT Printer

---------------------------------------------------------

Overview

Kitchen Order Ticket printer used to print kitchen orders.

FAQs

Q1. KOT not printing?
Check if the printer is mapped to a kitchen section.

Q2. Duplicate KOTs printed?
Disable “Auto Cut” or check configuration.

 

 

 

---------------------------------------------------------

Support & Escalation Workflow

---------------------------------------------------------

📞 How to Contact Fusion Support

Phone (UK): +44 0330 122 5960
Dashboard Help: Available under support section

 

 

The "Fusion My Business" (FMB) platform is a comprehensive suite of tools designed for Small to Medium-sized Enterprises (SMEs), primarily focusing on the hospitality (Restaurant/Takeaway), Retail, and Beauty/Service industries. It integrates Point-of-Sale (POS) functionality with payments, online presence, and business management tools.

Below is a detailed document outlining the key features and an FAQ for the Fusion My Business POS ecosystem.

💻 Fusion My Business (FMB) POS: Detailed Document

Fusion My Business offers a holistic, cloud-based POS system that aims to be an all-in-one solution for operations, sales, payments, and marketing.

I. Core POS Functionality

Feature Category

Key Features & Description

Target Industry

Point of Sale (POS)

Fast Checkout: Intuitive, touch-screen interface for fast, secure transactions. Multi-Platform: Runs on dedicated hardware, tablets (iOS/Android), and smartphones (mobile POS). Offline Mode: The system can continue to process transactions locally even if the internet connection is temporarily lost, syncing data when reconnected.

All

Payment Processing

Integrated Payments: Accepts all major cards, contactless (Tap to Pay on iPhone/Android), Apple Pay, Google Pay, and QR Code Payments. Payment Links & Invoices: Ability to generate and share remote payment links and professional invoices for off-site payments.

All

Inventory Management

Real-time Tracking: Monitors stock levels in real-time. Detailed Catalog: Add, edit, and organize products/ingredients with speedier lookup at checkout. Automated Alerts: Set low-stock thresholds to prompt reordering.

Retail, Restaurant

Reporting & Analytics

Real-time Insights: Access sales data, track top-selling products/items, and monitor staff performance. Centralized Dashboard: Single-view management for single or multiple locations. Tax-Ready Statements: Provides downloadable, clear account statements (PDF/CSV).

All

II. Industry-Specific Features

Fusion My Business tailors its offerings to key verticals:

A. 🍔 Food & Beverage (Restaurant/Takeaway POS)

●    
Online Ordering & Branding: Provides a custom-branded website and mobile app for direct, commission-free online orders.

●    
Order Management: Centralized system to manage orders from in-store, online, mobile apps, and third-party delivery services (Delivery Management).

●    
Kitchen Display System (KDS): Digital screens for kitchen staff to view and manage incoming orders efficiently, replacing paper tickets.

●    
Tableside/Mobile POS: Staff can take orders and payments directly at the table using handheld devices.

●    
QR Code Dining: Allows customers to scan a code to view the menu and place/pay for orders directly.

B. 🛍️ Retail POS

●    
Barcode Scanning: Quick product lookups and checkout using barcode scanners.

●    
eCommerce Integration: Seamlessly syncs in-store inventory and sales with an online store created through the Fusion platform.

●    
Returns Management: Simple process for handling returns and refunds.

●    
Multi-Location Control: Manage inventory, staff, and reporting across all store locations from one dashboard.

C. 💅 Beauty & Service POS (Salon, Spa, etc.)

●    
24/7 Online Booking: Custom booking site allows clients to book appointments anytime.

●    
Staff & Resource Management: Drag-and-drop calendar, color-coded appointments, and resource management (e.g., booking a specific chair or room).

●    
Automated Communication: Sends automated text and email reminders/confirmations to clients.

●    
No-Show Protection: Ability to set cancellation policies and prepayment requirements.

III. Growth & Management Tools

●    
Fusion Business Account: A free UK business account integrated with the POS for simple money management, instant payouts, and zero monthly fees.

●    
Fusion Marketing: Tools for customer relationship management (CRM), running loyalty programs, rewards, and sending targeted SMS/Email marketing campaigns.

●    
Payroll & Workforce Management: Features to simplify staff scheduling, labor cost tracking, and tip management directly within the POS ecosystem.

❓ Fusion My Business POS: Frequently Asked Questions (FAQ)

Question

Answer

What types of businesses use FMB POS?

Restaurants, takeaways, cafes, pubs, retail stores, hair salons, beauty parlors, and various service-based businesses.

Is the system cloud-based?

Yes, it is a cloud-based Software-as-a-Service (SaaS) platform, meaning data is backed up and accessible from anywhere.

What happens if my internet goes down?

The POS is designed with an Offline Mode feature. It can continue to process transactions locally and will sync all data once the internet connection is restored.

Do I need to buy their hardware?

While FMB offers its own purpose-built hardware (terminals, receipt printers, etc.), the software is generally compatible with other devices and can run as an app on standard tablets and smartphones (mobile POS).

Is the online ordering system commission-free?

A key feature, particularly for hospitality, is the ability to use their branded online ordering platform with zero commission fees on the orders placed through it.

How does customer support work?

Support is typically provided 24/7 via live chat/email, with phone support during business hours (depending on the subscription plan).

How long does it take to set up?

The platform is designed for quick setup. Basic installation and staff training can often be completed rapidly, though full menu/website integration might take a few days.

How secure are payments?

The system is designed to be highly secure, following industry standards (like PCI DSS compliance) with data encryption for all sensitive information.

 

 

 

This is an excellent, specific request. Based on the search results, the Fusion My Business Kiosk is a self-serve ordering and payment station specifically targeted at the Quick-Service Restaurant (QSR), takeaway, and hospitality industries.

Here is a detailed document outlining its features and a comprehensive FAQ:

kiosks 🍟 Fusion My Business Kiosk: Detailed Document

The Fusion My Business Kiosk is a dedicated, self-service ordering and payment solution designed to enhance the customer experience, boost average order value (AOV), and reduce staff workload in high-volume environments.

I. Core Kiosk Features and Benefits

Feature Category

Key Features & Description

Business Impact

Self-Service Ordering

Sleek Touch Screen: Utilizes a large, typically 21.5" tablet interface for easy customer browsing and selection. Intuitive Menu Layout: Highly visual, customizable menu allows customers to navigate quickly through categories and items.

Reduces Queues: Customers can order simultaneously, cutting wait times by up to 50%.

Order Value Maximization

Smart Menu Suggestions: Automatically prompts customers with add-ons, upgrades, and suggested pairings (e.g., "Would you like to make that a combo?" or "Add Fries?").

Boosts Sales: Increases average order value (AOV) by up to 25-35% with automated upselling efforts.

Seamless Integration

Instant Kitchen Integration: Orders placed at the kiosk are immediately transmitted to a connected Kitchen Display System (KDS) or kitchen printer. Centralized Platform: All kiosk sales, menu changes, and inventory updates sync in real-time with the main Fusion POS dashboard.

Reduces Errors: Eliminates human error in order-taking, ensuring accuracy. Real-Time Control: Updates to the menu or pricing reflect instantly across all channels.

Integrated Payments

Air Card Reader: Includes a secure, integrated Air card reader for fast transactions. Flexible Payments: Accepts all major credit/debit cards, contactless (tap), Apple Pay, and Google Pay. Instant Payouts: Funds are credited to the associated account rapidly (e.g., as fast as 3 seconds in some regions).

Faster Checkout: Ensures quick, secure, and frictionless payment processing. Improved Cash Flow: Instant payouts provide rapid access to funds.

Hardware & Installation

Standard Kit: Typically includes the 21.5" touchscreen tablet and the Air card reader. Mounting Options: Comes with a choice of a wall attachment or a counter mount/stand to suit the venue layout.

Flexible Deployment: Suitable for various store footprints, from wall-mounted solutions to freestanding counter units.

II. Implementation and Reporting

●    
Menu Customization: The kiosk interface can be fully customized to match the brand identity (e.g., colors, logos, item photos) to enhance the customer experience.

●    
Real-Time Analytics: The Fusion dashboard provides comprehensive visual reports on kiosk performance, including:

○    
Total sales generated by the kiosk.

○    
Best-selling items and their add-ons.

○    
Peak hours for self-service orders.

○    
Data-driven insights to optimize menu layout for maximum profit.

●    
Staff Focus: By handling the repetitive task of order entry, the kiosk frees up staff to concentrate on higher-value activities such as food preparation, quality control, and customer service.

❓ Fusion My Business Kiosk: Frequently Asked Questions (FAQ)

Question

Answer

What industry is the Kiosk primarily for?

It is specifically built for the Hospitality sector, including Quick-Service Restaurants (QSRs), takeaways, cafes, and bars that experience high order volume.

Is the Kiosk commission-free?

Yes. Orders placed and paid for directly through your branded Kiosk are commission-free, maximizing your profit margins compared to third-party delivery apps.

How does it handle payments?

It is equipped with an integrated Air card reader and supports all modern payment methods: chip & PIN, contactless, Apple Pay, and Google Pay.

Does the Kiosk require staff monitoring?

While staff should be available for assistance, the system is designed for full self-service, allowing customers to complete the ordering and payment process entirely on their own.

What happens to the order after it's placed?

The order is sent instantly to your kitchen. You can choose to have it displayed digitally on a Kitchen Display System (KDS) or printed via a dedicated kitchen printer.

Can I offer discounts or special offers on the Kiosk?

Yes, the platform allows you to configure and display special promotions or discounts directly on the Kiosk screen to encourage customer spending.

How does the Kiosk increase sales?

It increases the average order value (AOV) through automated, relentless up-selling and cross-selling prompts (e.g., suggesting a large size, an extra dip, or a drink) that staff may forget to mention.

What are the hardware requirements?

The core hardware is typically a 21.5-inch touchscreen tablet, a card reader, and a mounting solution (wall or counter). It requires a stable internet connection to sync with the POS system.

 

That is a very specific request. Based on the available information for Fusion My Business (which also operates under the brand name FusionPOS for the hospitality sector), the pricing is structured around three components: Subscription Plan (Software), Hardware Cost, and Transaction Fees.
1

The Kiosk functionality is generally included as a feature within the higher-tier software subscription plans or sold as a separate, integrated hardware package.

Here is a breakdown of the typical pricing structure, based on the published information (Note: all prices below are generally listed in GBP (£) and are often excluding VAT):

 

 

 

 

 

 

 

💰 Fusion My Business Kiosk: Typical Pricing Structure

1. Kiosk Hardware Costs (One-Time Purchase)

The cost for the physical Kiosk unit depends on the size and specification. These are usually one-time purchase costs, though finance/monthly payment options may be available.

Kiosk Model

Approximate Price (Excl. VAT)

Notes

Fusion Kiosk (15.6")

£449.00

Smaller counter-top model, most affordable.

Fusion Kiosk (21.5")

£499.00

Standard, popular counter-top or wall-mounted unit.

Fusion Kiosk (27")

799.00

Larger screen for greater visual impact.

Fusion Kiosk (32")

£1099.00

Largest, typically freestanding or prominent wall-mounted model.

 

Important Add-ons: The Kiosk hardware price often does not include essential accessories like the kitchen display system (KDS) or a dedicated receipt printer, which must be purchased separately. For example, a Kitchen Display System (KDS) is listed around 2$\text{£349.00}$ (Excl.
3 VAT).

2. Software Subscription / Service Fees (Recurring)

The Kiosk requires an active subscription plan that includes the necessary POS and platform features (e.g., menu syncing, reporting). The Kiosk feature is usually available in the Plus or Premium tier.

Fusion My Business often prices its plans per week with transaction fees linked to the tier.

 

 

 

Plan Tier

Approximate Cost (Per Week)

Transaction Fee (Card Rate)

Kiosk Feature Availability

Lite

£19

1.29%

May not include Kiosk or premium POS features.

Plus (Recommended)

£35

0.79%

Likely includes Kiosk functionality and core POS features.

Premium / Enterprise

£40+

0.49%

Includes all features, including Kiosk, multi-location control, and dedicated support.

 

3. Payment Processing / Transaction Fees

All sales made through the Kiosk (and other POS channels) incur a transaction fee, which varies significantly based on the chosen subscription tier.
5 This is where a large portion of the overall cost is recovered by the provider.

Card Type

Estimated Rate (Lowest Tier - Premium)

Notes

Debit Cards (UK)

Starting around 0.39%

Rate is dependent on the subscription plan.

Credit Cards (UK)

Starting around 0.8%

Rate is dependent on the subscription plan.

Kiosk Transaction Fee

As low as 0.49% (on Premium)

This is the primary recurring cost for high-volume users.

Key Financial Takeaways

●    
The Kiosk is a one-time capital expenditure. You purchase the physical hardware.

●    
The software license is a recurring weekly/monthly subscription. This fee determines the overall feature set (Kiosk, Loyalty, CRM, etc.) and gives you access to the cloud platform.

●    
The Transaction Fee is the variable cost. The lower your subscription fee, the higher your transaction rate, and vice versa. Businesses with high turnover benefit greatly from the higher-cost Premium plan due to the significantly lower transaction fee.

To get the exact, current cost for your business, it is best to Contact Fusion My Business Sales directly, as they often tailor pricing based on annual turnover and the number of devices required.

👨‍🍳 Fusion My Business KDS: Detailed Document

The Fusion KDS is an essential component of the Fusion My Business POS ecosystem, acting as the digital backbone that connects front-of-house (FOH) orders with back-of-house (BOH) preparation.

I. Core KDS Features and Workflow

Feature Category

Key Features & Description

Operational Impact

Seamless Order Routing

Unified Order Funnel: Orders from all sources (POS counter, Self-Service Kiosks, Online Ordering, Mobile App, and integrated Delivery Apps like UberEats/Deliveroo) flow directly and instantly to the KDS screen.

Zero Errors: Eliminates manual order entry, misread handwriting, and lost paper tickets, ensuring 100% order accuracy.

Digital Order Management

Real-Time Display: Orders appear instantly on a clear, high-contrast screen. Customizable View: The display can be configured in a standard "ticket view" or a "grid view" to suit high-volume environments.

Reduces Chaos: Brings calm and organization during peak rush hours by prioritizing tasks visually.

Workflow Optimization

Station Routing: Orders can be automatically routed to specific prep stations (e.g., Appetizers to Cold Prep, Mains to Grill, Drinks to Bar). Item-Level Tracking: Kitchen staff can mark individual dishes or entire tickets as 'Prepping,' 'Cooking,' or 'Completed' with a single tap.

Boosts Speed: Streamlines the assembly line process, ensuring dishes are fired at the correct time and reducing fulfillment time by up to 40%.

Prioritization & Alerts

Color-Coded Timers: Tickets change color based on their age (e.g., green for new, yellow for approaching delay, red for overdue), creating visual urgency. Instant Updates: Any modifications, voids, or cancellations made at the POS are reflected on the KDS instantly.

Improves Timing: Helps staff prioritize the oldest orders and meet customer service promise times accurately.

Durability & Compatibility

Hardware Flexibility: The KDS software can run on dedicated commercial-grade touchscreens built to withstand heat/grease, or on standard tablets/devices with a web browser (iOS, Android). Offline Mode: The system can continue to operate and display orders even if the internet connection is temporarily lost, syncing data when reconnected.

Reliability: Ensures the kitchen never misses a beat, even with network issues, and offers flexible setup costs.

II. Reporting and Communication

●    
Front-to-Back Communication: Once an order is marked as 'Completed' on the KDS, the front-of-house (FOH) staff is instantly notified (often via the POS screen or a dedicated Expediter screen) that the food is ready for pickup or service.

●    
Detailed Order Information: The KDS clearly displays all critical information, including table number/order name, modifiers (e.g., "extra cheese," "well-done"), special requests, and highly visible allergy alerts.

●    
Performance Analytics: The system logs all activity, generating reports that track:

○    
Average Fulfillment Time: Time taken to complete orders (by hour, day, or item).

○    
Station Performance: Identifies bottlenecks or high-performing stations.

○    
Order Volume Analysis: Data to help staff more effectively for peak periods.

 

 

 

 

 

❓ Fusion My Business KDS: Frequently Asked Questions (FAQ)

Question

Answer

What is the main benefit of using a KDS over a printer?

It eliminates paper waste and costs, reduces order errors from misread handwriting, and provides real-time data on prep times and kitchen performance, which a printer cannot do.

Where do the orders displayed on the KDS come from?

Orders are routed from every connected sales channel: the counter POS, self-service Kiosks, the Fusion online ordering website/app, and integrated third-party delivery aggregators.

Can the KDS handle special requests and allergies?

Yes. Special instructions, modifiers, and allergy flags are displayed prominently and often color-coded on the digital ticket to ensure they are never missed by the kitchen staff.

Do I need to buy special KDS hardware?

While Fusion My Business offers durable, commercial-grade KDS screens, the software is generally flexible and can run on compatible iOS/Android tablets or web-enabled monitors, providing hardware flexibility.

How does KDS improve speed of service?

It uses order routing (sending items to the right station) and time alerts (color-coding) to keep staff focused and ensure every dish is prepared in the correct sequence, speeding up overall kitchen workflow.

What happens if my internet goes down?

Like the main POS, the KDS is designed to work in an offline mode. It continues to display new orders and allows staff to process them, then syncs the data once the connection is restored.

How does the FOH staff know when an order is ready?

When a cook 'bumps' or completes an order on their KDS screen, the status instantly updates on the Expeditor KDS (if used) and the main POS screen at the service counter, alerting the FOH team for pickup.

 

 

Cash Drawer: An Essential Component of the Fusion POS Ecosystem

A Cash Drawer is a fundamental piece of hardware for any business operating a Point of Sale (POS) system, especially those utilizing the Fusion All-in-One platform in retail, food and beverage, or service-based environments. While modern POS systems, like Fusion's, emphasize electronic payments, the cash drawer remains critical for managing physical currency transactions, providing a secure, organized, and accountable method for handling cash flow.

1. Function and Mechanism

The cash drawer's primary function is to securely store cash and provide quick, controlled access for completing transactions. Its efficiency is essential for fast-paced checkouts.

Key Components:

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Till/Insert: A removable tray with multiple compartments (bill compartments and coin cups) designed for organizing various denominations of currency. Tills are often swapped out for quick shift changes and counting.

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Locking Mechanism: Typically features a three-position lock (locked closed, manual open, and electronically controlled).

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Solenoid: The electronic mechanism that releases the latch, allowing the drawer to spring open. This is the core component that connects the drawer to the POS system.

POS Integration and Operation:

The cash drawer does not typically operate independently. It is integrated directly into the Fusion POS system, usually via the receipt printer.

  1. Connection: The drawer connects to the receipt printer using a standard RJ11/RJ12 cable (which looks similar to a phone jack).
  2. Trigger: When a cash transaction is completed and the POS software signals the receipt printer to print, the printer simultaneously sends a low-voltage electrical pulse to the cash drawer's solenoid.
  3. Action: The solenoid is activated, releasing the latch, and the drawer springs open, allowing the cashier to handle the change. This mechanism ensures that the drawer only opens for a completed transaction, improving accountability.

2. Benefits in a Fusion POS Environment

Integrating a cash drawer with the Fusion POS system offers several specific operational advantages:

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Speed and Efficiency: Automatically triggered opening speeds up the checkout process, minimizing customer wait times.

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Transaction Accountability: Every time the drawer opens, the action is typically recorded in the Fusion POS log, linking the open event to a specific sale, cashier, and time. This greatly assists in auditing and discrepancy investigation.

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Inventory and Financial Sync: Cash transactions processed through the drawer are immediately recorded in the Fusion software, ensuring real-time synchronization of inventory levels and financial reporting across the business.

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Standardized Security: Provides a secure, dedicated place for cash that discourages careless placement of money and allows for quick reconciliation at the end of a shift.

3. Security and Best Practices

Maintaining security and accurate cash management requires following specific protocols.

Area

Best Practice

Physical Security

Lock the Drawer: Always keep the physical lock engaged when the business is closed or if the drawer is unattended. Limit Keys: Restrict physical key access to managers or owners only. Bolt Down: For maximum security, bolt the cash drawer unit to the counter or underneath the counter, especially in high-traffic or high-risk environments.

Cash Handling

"Skimming" (Drops): Implement a policy to move large bills (e.g., £20, £50) from the till to a secure safe or drop box before the till becomes overstuffed. This minimizes potential loss during a robbery or internal theft. Clear Reconciliation: Mandate a till count at the beginning and end of every shift, with the cashier signing off on the reconciled figures against the Fusion POS "Expected Cash" report.

POS Controls

Limit "No Sale" Opens: Use Fusion POS controls to restrict which staff members can open the drawer without a transaction (the "No Sale" function). Audit these events daily. Unique Cashier Login: Ensure every cashier has their own login PIN/password to link every transaction and drawer-open event to a specific individual.

Frequently Asked Questions (FAQ)

Q1: How does a cash drawer connect to the Fusion POS hardware?

A cash drawer typically connects to the receipt printer via an RJ11 or RJ12 cable (a telephone-style connector). The receipt printer then connects to the POS terminal (e.g., tablet or all-in-one unit) via USB or network cable. The printer acts as the trigger that tells the drawer when to open.

Q2: What is the "No Sale" button used for?

The "No Sale" function is a feature on the POS system that allows a cashier to open the cash drawer without completing a sales transaction. This is typically used to make change for a customer or access the cash for a specific, non-transaction-related purpose. Businesses should limit who can use this function and audit "No Sale" events closely for security.

Q3: Can the cash drawer open if the internet/network is down?

If your Fusion POS system is operating offline, the drawer mechanism depends on the local connection between the terminal and the printer. If you can still print a receipt, the drawer should still open, as the trigger signal is a simple electrical pulse sent from the printer. If the system is completely non-functional, you would use the physical key for manual opening.

Q4: How do I handle a cash drawer error where it won't open?

First, check the physical connection: ensure the RJ11/RJ12 cable is securely plugged into both the drawer and the printer. Second, try the "No Sale" function. If it still doesn't open, the solenoid may have failed, or the POS software may not be sending the signal correctly. In the short term, use the physical key to access the till; then, contact Fusion support for troubleshooting or a hardware replacement.

Q5: What is the standard practice for shift change?

The most secure practice is to perform a till float exchange. The cashier ending their shift removes the entire cash till insert, counts it in a secure location, and reconciles the total against the cash sales reported by the Fusion POS for their shift. A fresh till insert, containing a standardized starting cash amount (the float), is placed into the drawer for the next cashier.

Q6: What is a "float" and why is it important?

The float is the fixed amount of cash (typically in small bills and coins) that is placed into the cash drawer at the start of a shift or business day. It is essential because it allows the cashier to make change for customers. The float amount is not counted as revenue; only the cash above the float at the end of the shift is counted as the day's cash revenue.

 

 

Card Terminal: The Cornerstone of Payments in the Fusion Ecosystem

A Card Terminal (also known as a credit card machine, payment terminal, or PED - Pin Entry Device) is the essential hardware that enables businesses to securely accept electronic payments, including credit cards, debit cards, and digital wallets. Within the Fusion All-in-One POS platform, the Card Terminal integrates seamlessly to provide fast, secure, and compliant payment processing, reflecting the modern shift toward cashless transactions.

1. Function and Terminology

The primary role of the Card Terminal is to capture card data, authenticate the customer, and communicate the transaction details securely to the payment processor (which, in the Fusion ecosystem, is managed internally or through a dedicated partner).

Key Terminology:

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EMV (Europay, Mastercard, and Visa): The global standard for chip card transactions, providing enhanced security against fraud compared to magnetic stripe cards.

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Contactless Payment: Transactions completed by tapping a card or mobile device (using technology like NFC - Near-Field Communication) on the terminal, often referred to by brand names like Apple Pay or Google Pay.

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PCI DSS Compliance: The mandatory security standard that all entities handling cardholder information must adhere to. Fusion's integrated terminals are designed to meet these rigorous security standards.

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Tokenization: A security method where sensitive card data is replaced with a unique, non-sensitive identifier (a "token"), ensuring that the actual card number is never stored by the POS system.

Accepted Payment Methods:

A modern Card Terminal, such as those compatible with Fusion, is capable of accepting all major payment types:

  1. Chip & PIN: The customer inserts their card and enters a Personal Identification Number (PIN).
  2. Contactless/Tap: The customer taps their card or a mobile wallet (NFC).
  3. Magnetic Stripe (Swipe): Used for older cards or specific card types, though less common due to security concerns.

2. POS Integration and Transaction Flow

The power of using a Card Terminal with the Fusion POS lies in its full, integrated functionality. This eliminates manual errors and speeds up reconciliation.

Integrated Transaction Steps:

  1. Initiation: The cashier completes the order on the Fusion POS software (on a tablet, mobile device, or dedicated terminal).
  2. Payment Request: The cashier selects a "Card" payment method. The Fusion POS automatically sends the exact transaction amount wirelessly (via Bluetooth or Wi-Fi) to the Card Terminal.
  3. Customer Action: The amount displays on the Card Terminal screen. The customer taps, inserts, or swipes their card.
  4. Authorization: The Terminal securely communicates with the Payment Gateway and the customer's bank to verify funds and authorize the transaction.
  5. Confirmation: Once approved, the Terminal sends an immediate confirmation back to the Fusion POS software.
  6. Finalization: The POS updates the sale record, the receipt printer prints the receipt (or an email/SMS receipt is sent), and the transaction is complete, with the sale automatically logged in Fusion's financial reports.

3. Types of Card Terminals

Fusion's versatile platform typically supports different terminal types to suit various business needs:

Terminal Type

Description & Best Use Case

Fusion Relevance

Countertop Terminal

A stationary device often connected directly to the router or POS system. Ideal for fixed-location checkouts (e.g., retail store counters, coffee shop registers).

Highly secure and reliable for high-volume transactions.

Wireless/Mobile Terminal

A portable device (often using Wi-Fi or 4G/LTE) that can be carried to the customer. Ideal for restaurants (pay-at-the-table), market stalls, or businesses needing a flexible checkout location.

Essential for hospitality and for line-busting in busy retail environments.

Integrated Terminal

A terminal built directly into the main POS hardware unit (e.g., a dedicated, sleek Fusion All-in-One device).

Provides the most seamless, aesthetically pleasing, and fastest integrated checkout experience.

Frequently Asked Questions (FAQ)

Q1: What is the main benefit of using a Fusion-integrated Card Terminal versus a standalone one?

The main benefit is eliminating "keying errors" and simplifying reconciliation. With an integrated terminal, the amount is automatically pushed from the POS to the terminal. You avoid manually entering the wrong amount on the terminal. Furthermore, the transaction confirmation is automatically logged, removing the need to reconcile separate terminal reports with the POS sales reports.

Q2: Is the Card Terminal safe and PCI compliant?

Yes. Modern, integrated terminals are purpose-built to the highest industry security standards (PCI DSS). They encrypt sensitive data immediately upon capture (at the moment of tap, insertion, or swipe), ensuring that neither the Fusion POS nor your business stores unencrypted cardholder data.

Q3: What happens if the Wi-Fi/internet goes down during a transaction?

Many modern Card Terminals (especially mobile ones) have a "store and forward" capability. If a transaction is authorized offline, the terminal will securely hold the encrypted data and automatically process the transaction when the connection is restored. However, for immediate security and authorization checks, live internet connectivity is always the preferred and safest method.

Q4: How are tips handled on the Card Terminal?

For service industries (like restaurants or beauty salons), the Card Terminal typically prompts the customer to add a tip before they authorize the final amount. The Fusion POS records the final amount, including the tip, ensuring accurate staff payouts and financial reporting.

Q5: What are "chargebacks," and how can the Card Terminal help prevent them?

A chargeback occurs when a customer disputes a transaction with their bank, leading to the merchant losing the funds and potentially incurring a fee. Using an EMV/Chip & PIN Terminal provides better protection. If a counterfeit card transaction is processed via Chip & PIN, the liability for the fraud often shifts away from the merchant, provided the correct security protocols (like EMV) were followed.

Q6: Can I process refunds or voids using the Card Terminal?

Refunds and voids should always be initiated through the Fusion POS software, not directly on the terminal. When you process a refund in the POS, the system communicates with the terminal to reverse the original charge. This ensures the POS inventory, reports, and financial accounts are all updated correctly and consistently.