[{"row":0, "message": Package [insert package number] cannot be Finished because it's not empty."}]

Error Finishing Packages

Metrc-integrated markets only. 

This error message appears when a user attempts to finish a package with zero quantity in Dutchie POS and more than zero quantity in Metrc.

Remove items until the cart is within the customer’s allotment.

If you believe the cart does not exceed the customer’s allotment:

Verify the Grams/concentration values for each item in the cart.

Verify your purchase limits configuration in Backoffice (if configured and not connected to a traceability system) or in your traceability system.

Contact the Dutchie Customer Support team if you are unable to resolve this.

The address on a customer profile can’t be verified for delivery. 

This error could also appear when attempting to create a new customer profile after the customer's ID was scanned in the POS.

The new transaction (Payment Adjustment) must be voided before making changes to the original transaction’s payment type.

If you continue to encounter issues, contact Dutchie Customer Support.

Ensure correct dates have been added for the medical card expiration date.

If this does not correct the problem, contact the Dutchie Support team.

For operators in Connecticut.

This error message appears when a budtender attempts to update a patient’s current allotment but the resulting external dispensation would be a negative value.

Confirm the values you are entering generate a positive value for the patient’s external dispensation. 

If you enter an incorrect amount, you should update the external dispensed field to correct the error.

See: Connecticut: Patient allotment tracking in Dutchie POS

Could not validate Pin Number

Location → Front of house

This error message occurs when entering an incorrect or non-manager PIN in the register. This setting may be enabled for:

• Completing checkout - Require PIN on checkout

• Depositing cash into a drawer - Manage Pin For Deposit

• Accessing product search - Require PIN to search

• Editing a cart - Require Manager PIN for edit cart

• Adjusting patient allotment - Require Manager PIN For Allotment Adjust

• Adjusting loyalty points - Require Manager PIN for Loyalty Adjustment

Verify that the PIN you entered belongs to a user with manager permissions and has been entered correctly.

If this does not resolve the issue, attempt with another active manager pin.

Finally, reset your manager pin in BOH by navigating to Settings > Account > Reset PIN or in the register by clicking your username in the upper right to go to the login screen > Reset PIN.

If these solutions do not work, reach out to the Dutchie Support Team for additional help.

The address entered on the manifest may be incorrect or the wrong information is entered in the address line so the address cannot be located.

Find the recipient's customer profile and verify their address is accurate.

Customer status can be changed to active. 

1. From Dutchie Backoffice go to Customers
2. Find customer and click through their name
3. Scroll to status and change to Active.

If you continue to encounter this error, contact Dutchie Customer Support.

We see this error when the expiration date field in the customer profile is blank or a past date. The “Require Valid Driver's License” setting in Dutchie Backoffice > Settings > Location does need to be enabled for this error to display.

Check:

• In the FOH
  • Find Guest > Search customer in question > Edit Profile > Driver’s License > Expiration Date
  • Ensure this is filled out and a future date

or

• In the BOH
  • Customers > Select customer in question > Drivers license expiration date
  • Ensure this is filled out and a future date

Ensure the title, car, and driver fields are filled out.

Without a filled-out title, selected driver, or car, a METRC manifest is not generated and the delivery is invalid.

The discount error typically occurs due to an application of a discount attempt that would exceed a 'per customer limit' setting configured within the discount. 

The limit was set to one per customer, and the user attempted to add it to a customer that had already received the discount.

An electronic payment was canceled either by the budtender in the Register or by the customer on a Dutchie Hub terminal. 

This may also appear if the same payment was then reattempted.

If the payment was canceled deliberately, no action is required.

If this error prevents you from processing a payment, contact Dutchie Customer Support.

This error message occurs when trying to cancel an order in the register

Refresh the register screen by clicking the Dutchie logo in the top left corner. 

If the order continues to populate, log out then back in to that register.

If the order continues to populate, reach out to the Dutchie Customer Support team.

If you have confirmed that you have entered the PIN correctly, and you're still encountering this error, verify that the PIN is associated with a user with the correct permissions needed for the task you are attempting to complete. Generate a new PIN if necessary.

If the new PIN doesn’t work,  reach out to Dutchie Customer Support or your Customer Success Manager.

This error message can occur any time a manager pin is required. Manager pins may be used for

• Completing checkout
• Completing a return
• Depositing cash into a drawer
• Voiding transactions
• Accessing product search
• Editing a cart
• Adjusting patient allotment
• Adjusting loyalty points

Confirm that the Manager PIN belongs to someone who has manager permissions. In addition and that they are entering the correct PIN.

You may need to try to regenerate their PIN. Log out of your front of office account and log back in with the new Manager PIN.

If you continue to encounter issues, please contact Dutchie Support.

This error message occurs when attempting to notify the customer and release the transaction to the guest list.

A user will click Notify and see the error message.

Log out and back into Dutchie POS to reset the session token. Then attempt to notify the customer again.

If this doesn’t work, the user should restart Dutchie POS.

If you continue to encounter issues, contact Dutchie Support.

Check to see if the auto print labels settings are configured correctly. 

You can enable auto print labels in the Register Settings, Backoffice Settings, and Catalog.

Device and Receipt settings and configuration. Id

If there are no printers set up here, there is no ability to print a receipt therefore a printing configuration error will occur.

This message can also occur if the printers are set up in the backoffice, but are not mapped to the Register, especially if they enabled the Auto Print Receipts feature.

Verify that the item in question was not already voided.

If it was not voided, reach out to Dutchie Support. 

If it was already voided, this cannot be undone, and you will be unable to process a return on the item.

This error message occurs when attempting to scan an ID to check in a customer, and there’s no existing matching customer profile.

Confirm if that you have the setting “Auto create profile with ID scan” enabled (Dutchie Backoffice > Settings > Location). This setting allows a new profile to be created if there isn’t one already.

• If they are not an existing customer and the setting is not enabled, then the error message is correct that there is no matching guest found. There are a couple ways to move forward if this is the case:
  - You can create a new profile for the customer. 
  - You can enable the location setting and refresh the POS, which will then create a new customer profile when the ID is scanned. 
  - You can proceed with processing the transaction as an anonymous transaction if the location is configured to do so.
• If they are not an existing customer and the setting is enabled, please contact support to see why the new profile wasn’t created.
• If they are an existing customer, please contact support to see why the system isn’t recognizing the existing customer.

Location: DPOS Front of House

This error message occurs when a user starts the checkout process.

Either the system skips ahead from Checkout → Credit, or the user clicks Credit without entering a value. Regardless, this field cannot be NULL, so the system returns the Invalid Credit Amount error.

Verify that you are entering the correct PIN and that the user who is associated with the pin has the correct permissions.

If you are still encountering issues, contact Dutchie Customer Support.

Users with the appropriate permissions can view and reset their PIN or another user’s PIN.

If a new PIN code is generated, we recommend that the user fully log out of Dutchie POS on all open tabs, and then log back in. The newly generated PIN code should work.

If the issue persists, the customer can close all browser tabs, then clear the browser cache, and log in again.

The package is already finished.

You can add the “Finished in Metrc” column to your inventory grid to see all packages that have been finished.

Go to Traceability > Logs > METRC Errors and review error details to determine which Metrc tag is duplicated (the same external package ID will appear on two or more lines).

Next, in Dutchie POS, either combine these packages or create a new package for the quantity to be transferred using a different Metrc tag number.

Then, you should be able to complete the manifest with either the newly combined package or the newly created package.

Alternatively, you could create a separate manifest to transfer the duplicate instance(s) of the package ID.

Keep in mind that a Metrc package ID should not exist in two licenses at one time, so as a best practice for processing transfers with Metrc, the full package should be on a single line item or broken out into separate Metrc package IDs.

Confirm if these products are supposed to be set up as Gram-based or QTY-based. If these products are correct in Metrc and should be set up as QTY-based in Dutchie, please follow the steps listed below.

1. Go to Products > Catalog.

2. Search for each impacted product and confirm the "Type" and "Default unit" are both set to "Quantity". Click Save.

3. Once this has been confirmed and updated in your Catalog. Please go to your Inventory.

From your Inventory in the backoffice, search for each impacted product > click the three dots, and select "Convert".

4. Dutchie will convert this product into itself by making sure we select "Bypass State System" so that this change only reflects in Dutchie and does not communicate to Metrc.

Location: Dutchie POS Front of House → Guest Profile

This error message appears when a user clicks the Verify DOB button to verify a customer’s date of birth before saving the date of birth to the profile. However, DOB cannot be verified if a profile doesn’t have one.

Location → Front of house

This error message occurs when attempting to add a digital payment.

It is important to ensure that inventory quantities recorded in Dutchie POS and those available in Metrc match. Check to ensure which system is accurate and matches their physical counts. 

Adjust the package in Dutchie or Metrc accordingly.

Location → Front of House

This error message occurs in the front of house when scanning in a product that does not exist, or cannot be found in the sales floor.

See this troubleshooting guide: Troubleshooting: "Package not found" error in the Register - Dutchie POS

.

Update the patient’s driver’s license expiration date in their profile. 

If they continue encountering the error after doing this contact Dutchie Customer Support.

Check customer age on profile and compare to the set default for minor age.

If the customer age entered in the profile is older than the default age for the customer type, contact Dutchie Customer Support.

Location → Front of House

This error message occurs when attempting checkout guest.

Your patient will need to sign the patient policy.

If this does not resolve the issue, contact the Dutchie Support team.

Location-> Front of House

This error message occurs at checkin, though you may also see it when entering a cart or when checking out if the information has not been corrected before that point.

Location-> Front of House

This error message occurs when a user fails to enter a completion date for a customer’s prescription at the register.

This is typically seen in markets that use prescriptions for medical patients, such as NY under OCM or Ohio.

The completion date refers to the date when a prescription is fulfilled or completed, or in our case, the date when the medical marijuana is dispensed to the patient.

This must be entered for the customer’s prescription.

Location → Front of House

This error message occurs upon clicking “add to cart” when a decimal point value is entered on a quantity based product in the register.

Location → Front of House

This error message occurs when attempting to use the “take driver’s license image” button in the POS.

Log in again.

If you continue to receive session expiry errors, verify the set inactivity thresholds and check your network connection.

Once you begin closing out a register, avoid any other actions that will affect the register's cash balance. 

Contact Dutchie Customer Support if you need further assistance.

Location → Front of House

This error message occurred when attempting to close add a deposit on the register

1. Confirm whether the product should be available to all customer types or restricted to certain customer types.
2. Verify that the customer's profile has the correct customer type.
3. In the Backoffice, look up the product in the Catalog and check the Available for setting. This controls which customer types can purchase the product.
4. Also check the Available for setting for the specific pacakge ID you're trying to sell.

From Dutchie POS Backoffice, go to Settings > Users and turn on the appropriate permission for the user to perform the action.

 

If this does not resolve the issue, reach out to the Dutchie Customer Support team.

Save the route manifest and then print it.

If this does not resolve the issue, contact Dutchie Customer Support.

This error message occurred after changing the customer type when this customer had an open cart in POS that already had the product entered.

Ex: Customer type changes from Med to Rec.

Different guest types may have different reporting requirements, price, or tax settings depending on your location.

If your customer has the incorrect guest type marked (Ex, a Medical customer checked in as Recreational), and the guest type is changed while the cart is active, items may be removed from the cart and must be re-added. 

For more information, see: Change customer type in active cart