Expian POS Operational Manual

Sales, Memberships, Passes, Vouchers, Availability, Refunds & Entitlement Management Version: 1.3 Platform: Expian v3.x

Overview

The Expian Point of Sale platform enables authorised staff to manage on-site customer transactions quickly, securely and consistently. POS supports:

• admission and event sales
• membership sales
• membership renewals
• gift membership voucher sales
• ticket-to-membership upgrades
• applying memberships to bookings
• voucher redemption
• pass sales and fulfilment
• bundle and family ticket sales
• refunds and split refunds
• real-time or cached availability
• digital wallet fulfilment
• receipt and card printing
• customer account linking
• sub-location selling controls POS connects directly into the wider Expian ecosystem, including:
• Reservations
• B2C
• Wallet Services
• Entitlement Services
• Validation Services
• Customer Records
• Reporting
• Finance
• Gift Aid
• Scan and Redemption History This makes POS a core operational bridge between front-of-house activity and back-office accuracy.

Why POS Matters

The POS platform is designed for high-volume operational environments where staff need to sell, validate, refund and service customers quickly while maintaining strong data quality and financial control. POS supports:

• fast on-site transactions
• real-time entitlement validation
• accurate customer record capture
• reduced manual administration
• secure payment handling
• Gift Aid compliance
• membership lifecycle management
• digital wallet fulfilment
• operational reporting
• financial reconciliation Used correctly, POS helps organisations deliver:
• faster queue handling
• better customer experience
• cleaner data
• stronger audit trails
• fewer refund and servicing issues
• accurate attendance and revenue reporting

POS Platform Architecture

Supported POS Environments

Expian POS supports:

• Desktop POS
• Mobile POS
• A920 Pro devices
• integrated scanning
• receipt printers
• membership card printers
• external payment devices
• offline and cached operation The same operational state is shared across:
• POS
• Reservations
• B2C
• Wallet Services
• Validation Services This ensures that sales, redemptions, suspensions, wallet passes, customer records and payments remain synchronised across all channels.

User Permissions

POS users must have the correct permissions assigned in: Admin Portal → User Administration → User Management Permissions may include:

• review permissions regularly
• use role groups such as Cashier, Supervisor and Admin
• restrict refunds and override permissions
• ensure Sell Entitlements is assigned to staff selling memberships or vouchers

General POS Workflow

The standard POS workflow is:

• login
• select location
• confirm sales shift
• select product
• capture customer details where required
• validate mandatory fields
• apply promotions, memberships or vouchers
• take payment
• print receipt, ticket, card or QR code
• sync transaction to Expian POS may automatically:
• create or retrieve the active sales shift
• cache products and booking data
• validate required customer information
• update membership or entitlement records
• generate receipt or ticket output
• send confirmation emails
• sync transaction data to reporting and finance

Check Real-Time Availability

Overview

The Check Real-Time Availability setting controls how POS retrieves booking options such as:

• date
• time
• price
• availability
• capacity This setting is found in: POS Settings → Sales → Check Real-Time Availability It affects:
• booking speed
• pricing visibility
• timeslot selection
• capacity display
• sold-out handling

When Real-Time Availability Is ON

When enabled, POS fetches live availability from the Expian backend each time a product is selected. Key behaviours:

• no cached booking options are used
• pricing may not display immediately
• the next available date is pre-selected
• staff must manually select a timeslot
• capacity is displayed for each timeslot
• availability is always current Staff may see:
• no price initially
• “Select time slot” highlighted
• capacity shown per timeslot
• no automatic timeslot selection Recommended for:
• high-volume attractions
• timed events
• rapidly decreasing capacity
• organisations needing maximum availability accuracy

When Real-Time Availability Is OFF

When disabled, POS uses cached booking options stored on the device. Key behaviours:

• pricing displays immediately
• first available timeslot may be auto-selected
• capacity is not displayed
• flow is faster
• sold-out errors may occur at checkout if cache is stale Important end-of-month behaviour:
• cached booking options are held for the current month only
• if no timeslots remain in the current month, POS will not automatically jump to the next month
• POS may display “No available dates for this month” If a cached timeslot has sold out:
• POS displays a sold-out error
• POS fetches fresh real-time booking options
• sold-out slots are removed
• staff retry with the next valid option

Availability Behaviour Summary

Selling Memberships at POS

Overview

POS allows authorised staff to sell memberships and related entitlements directly to visitors on site. This supports:

• new memberships
• family memberships
• joint memberships
• annual passes
• gift membership vouchers
• Direct Debit memberships
• card or cash memberships
• membership card printing
• QR code printing
• email confirmation Membership sales synchronise with Expian’s central database in real time.

Membership Sales Flow

1. Select Location

At login, confirm the correct sales location. POS may cache product and booking data for resilience.

2. Choose Membership Product

Select the relevant membership tile, such as:

• Individual Membership
• Joint Membership
• Family Membership
• Gift Membership Voucher

3. Select Payment Method

Available payment methods depend on configuration. Common options include:

• Card
• Direct Debit
• Cash
• External Payment

4. Identify or Create Member

Staff can:

• search for an existing member by email or name
• create a new lead member record
• validate required customer details Required fields may include:
• First Name
• Last Name
• Email
• Date of Birth
• Phone Number
• Address
• Consent If an existing record is found, POS may indicate that the person is already a member.

5. Address Lookup

Use address lookup to capture consistent address data. This supports:

• reporting
• CRM quality
• Gift Aid processing
• renewal communications

6. Consent and Gift Aid

Before payment, staff must confirm:

• terms and conditions acceptance
• optional marketing consent
• Gift Aid eligibility where applicable Staff should explain Gift Aid neutrally and must not select Gift Aid on behalf of the customer.

7. Checkout and Payment

The checkout screen summarises the order. Payment methods may include:

• card
• contactless
• cash
• external payment On successful payment, POS may:
• print receipt
• print membership card
• print membership QR
• send confirmation email
• activate the membership

8. Post-Purchase Options

After completion, staff may see:

• Print Receipt
• Use Membership
• Print Membership Card
• Print Membership QR
• View Membership View Membership displays:
• Membership ID
• validity dates
• lead member details
• order information
• payment information
• reissue, resend, upgrade or cancel actions

Gift Membership Voucher Sales

Overview

Gift Membership Vouchers allow customers to purchase a membership for someone else. This flow is simpler than a standard membership sale because the recipient does not need to be fully validated at the point of purchase. However, buyer details must still be captured.

Voucher Sales Flow

1. Select Location

Confirm the correct sales location.

2. Choose Gift Membership Voucher

Select the relevant voucher type, such as:

• Individual Membership Voucher
• Joint Membership Voucher
• Family Membership Voucher The voucher is added to the basket.

3. Enter Buyer Details

Mandatory buyer fields may include:

• First Name
• Last Name
• Email
• Phone Number
• Terms and Conditions consent

4. Validation and Error Handling

If required fields are missing, POS may allow the user to continue to checkout but will block payment with an error. The user should:

• select the Edit pencil icon
• complete missing fields
• confirm consent
• return to checkout Payment cannot proceed until mandatory fields are complete.

5. Checkout and Payment

Available payment methods may include:

• card
• contactless
• cash
• external payment

6. Printing and Completion

After payment, POS may offer:

• Print Receipt
• Print Voucher QR Customers should be reminded that the recipient will need to redeem the voucher to activate their membership.

Renewing Memberships at POS

Overview

POS allows staff or visitors to renew existing memberships through a guided flow. Renewal is available only for memberships with an eligible renewal status, such as:

• Active — Awaiting Renewal
• Expired — Awaiting Renewal Once eligible, the Renew Membership button becomes available.

Renewal Flow

• select Renew Membership on the active record
• choose membership type
• select payment method
• update member details
• configure Gift Aid where applicable
• process payment
• generate current and upcoming membership records
• print cards or receipts where required Renewal may support:
• same-level renewal
• upgrade
• downgrade
• card payment
• Direct Debit
• cash payment
• external payment

Current and Upcoming Memberships

After renewal, Expian may maintain both:

• Current Membership
• Upcoming Membership This ensures:
• current benefits remain active until expiry
• the renewed term is already registered
• future activation is transparent
• staff can print documentation for either term

Renewal Best Practice

• verify renewal eligibility before starting
• confirm current expiry date
• update contact details and consents
• distinguish renewal from upgrade
• check pricing differences by payment method
• check duplicate active memberships
• explain future activation clearly
• print current and upcoming cards where applicable

Ticket-to-Membership Upgrade at POS

Overview

POS allows customers to convert previously purchased tickets into part-payment toward a new membership. This supports a smooth conversion journey for visitors who decide to become members after visiting.

Upgrade Flow

From the Membership section:

• select the relevant membership type
• choose payment method
• select Redeem Tickets Toward Cost
• open scanner
• scan the existing ticket QR code
• allow POS to validate the ticket
• confirm the ticket appears with its credit value
• select Apply
• enter lead member details
• proceed to checkout
• complete payment
• issue membership The Apply step is critical. If Apply is not selected:
• the ticket credit is not saved
• the discount is not applied
• the membership balance remains unchanged

Upgrade Best Practice

• always select Apply after scanning
• validate ticket and membership compatibility
• confirm the adjusted price before payment
• complete all lead member details
• check for duplicate active memberships
• test scanner connectivity daily
• explain the upgrade value clearly to the customer

Applying Memberships at POS

Overview

Apply Membership allows staff to connect an active membership to a ticket purchase or record a member’s attendance. It can be accessed by:

• Search tab
• Actions → Redeem — Ticket, Membership & GoCity Passes Both routes lead to the same membership application workflow.

Apply Membership Flow

1. Search or Scan Membership

Staff can search by:

• Membership ID
• Email
• Name
• Address or postcode Or scan the membership QR code.

2. Open Membership Record

The search result shows:

• lead member
• membership ID
• order ID
• product
• status
• validity dates Select the record to open membership details.

3. Select Apply Membership

After reviewing the record, select Apply Membership. Behaviour varies by device:

Device

Behaviour

Mobile POS Redirects to Add Tickets; can record attendance or apply to product Scanner Redirects to Add Tickets; attendance-only flow Desktop Redirects to Event List to choose product POS

4. Select Product or Record Attendance

Staff may:

• record attendance only
• select a product to apply membership benefit
• choose eligible member ticket types Eligible tickets may show:
• £0.00 price
• discounted price
• member-specific ticket type

Apply Membership Best Practice

• confirm membership is Active
• verify correct member record
• use scanning for speed
• select the correct member ticket type
• confirm price updates correctly
• record attendance even where no ticket purchase occurs

Pass Sales and Redemption

Supported Pass Products

POS supports:

• annual passes
• privilege passes
• family passes
• bundle products
• date-based passes
• wallet-enabled products
• donation-linked products
• membership-style entitlements The pass sales flow may include:
• named ticket holders
• customer account linking
• per-customer data capture
• wallet fulfilment
• Gift Aid handling
• real-time entitlement generation

Customer Account Linking

Existing Customer Lookup

POS can link bookings to existing customer accounts. Desktop POS:

• Search User panel may open automatically
• staff can search by email or name Mobile POS:
• “Already have an account?” option may display
• existing accounts can be linked to the order This supports:
• correct customer ownership
• wallet governance
• self-service account access
• reduced duplicate records If no account exists, the booking may proceed as a guest booking.

Named Ticket Ownership

POS supports reserved customer fields that bind customer data to individual tickets. Fields may include:

• First Name
• Last Name
• Email Address These can be configured as:
• mandatory
• per-customer
• product-specific Named ownership supports:
• secure entitlement management
• wallet controls
• suspension and reinstatement
• identity-linked admissions
• pass servicing

Bundle Ticketing at POS

POS supports bundle products such as:

• family bundles
• multi-person packages
• group admissions A bundle:
• is sold as one commercial product
• generates multiple tickets
• creates individual QR codes
• creates individual wallet passes
• may associate each ticket with a named customer This supports:
• family admissions
• entitlement-level validation
• individual wallet fulfilment
• grouped product sales

Wallet Integration

POS-generated bookings may support:

• Apple Wallet
• Google Wallet
• wallet download links
• QR-code validation
• wallet-first fulfilment After sale:
• customers may receive wallet links by email
• staff may resend confirmation emails
• wallet passes remain linked to live entitlement state

Resending Wallet or Confirmation Emails

Staff can resend confirmation emails from the POS order screen where configured. This supports:

• immediate customer assistance
• wallet link reissue
• corrected email delivery
• audit visibility Resend activity may be logged in Reservations Message History.

Pass Upgrades at POS

POS supports mid-validity pass upgrades where configured. The upgrade flow:

• preserves original expiry date
• charges only the price difference
• allows higher-value products
• blocks downgrades
• updates entitlement records in real time This supports:
• in-life upsell
• flexible pass progression
• reduced customer servicing effort

Ticket Suspension and Reinstatement

POS may allow staff to suspend and reinstate individual tickets or passes. This supports:

• fraud prevention
• compromised pass control
• temporary access blocking
• operational pass management Requirements may include:
• named customer ownership
• ticket-linked customer data
• appropriate user permissions Suspension and reinstatement update:
• POS
• Reservations
• wallet validation
• scanning status

Promotional Validation Controls

When a ticket or pass was purchased using a promotion, POS scanning may prompt staff to verify eligibility. Examples include:

• staff discounts
• Blue Light discounts
• membership discounts
• resident schemes This supports:
• controlled promotional use
• reduced fraudulent entry
• improved operator awareness
• audit visibility

Donation and Gift Aid Handling

For some clients, annual pass or membership products may include donation logic. POS may support:

• donation inclusion
• hidden donation toggles
• Gift Aid prompts
• Home Address capture
• postcode validation
• branded Gift Aid receipts Operational outcomes:
• prevents accidental zero-value orders
• supports Gift Aid compliance
• simplifies operator workflow
• maintains cross-channel consistency

POS Receipt Framework

POS receipt functionality may include:

• automatic receipt printing
• ticket printing
• membership card printing
• voucher QR printing
• branded A920 Pro receipts
• Gift Aid declaration text
• client logos
• dynamic placeholders Receipts may show:
• customer name
• donation amount
• eligible Gift Aid amount
• transaction date
• payment method
• order reference

Split Refunds

Overview

Split Refund functionality allows authorised users to refund a transaction across multiple payment methods. This is useful where:

• the original payment cannot be refunded to one method
• part of the refund is cash
• part is external payment
• finance requires separate refund handling

Split Refund Flow

From the relevant membership or order:

• select Cancel Membership or refund action
• confirm cancellation where required
• review total refund amount
• select refund method
• choose Split Payment
• enter amounts by payment method
• ensure all amounts equal the total refund
• select Done
• complete refund
• print refund receipt Example:
• £100 cash
• £39.20 external payment

Split Refund Best Practice

• confirm refund total before splitting
• use Split Payment only where needed
• ensure amounts balance exactly
• use External Payment only for refunds handled outside the system
• double-check before confirming
• retain receipt for reconciliation Refunds and cancellations are irreversible once confirmed.

Error Handling and Validation

POS includes validation checks to prevent incomplete or inconsistent transactions. Common checks include:

• missing mandatory fields
• duplicate member detection
• invalid voucher use
• expired voucher use
• Direct Debit zero-value restriction
• split refund balancing
• incomplete consent capture
• invalid customer data These safeguards support:
• operational consistency
• compliance
• accurate reporting
• reliable audit trails

Hardware and Connectivity

POS may use:

• receipt printers
• membership card printers
• barcode scanners
• QR scanners
• card readers
• A920 Pro devices
• external printers Offline and cached behaviour may allow limited operation during outages. When connectivity returns:
• transactions sync automatically
• cached data should be refreshed
• outstanding sync issues should be reviewed Recommended operational routine:
• check printers before opening
• test scanners before opening
• confirm card terminals are connected
• refresh content cache after configuration changes
• reconcile and close shifts regularly

POS Best Practice

Staff should:

• log in with the correct user profile
• confirm correct location
• verify customer details before checkout
• use scanning wherever possible
• confirm Gift Aid eligibility neutrally
• review payment method carefully
• use external payments only where appropriate
• refresh POS content cache after Admin changes
• regularly reconcile and close sales shifts
• test hardware before each shift
• monitor cached data and sync state
• escalate repeated validation errors

Troubleshooting

Product Not Showing

Check:

• sales location
• sub-location rules
• product configuration
• user permissions
• content cache
• availability settings

Price or Timeslot Looks Wrong

Check:

• real-time availability setting
• cached booking options
• product pricing
• timeslot availability
• content cache refresh

Membership Cannot Be Sold

Check:

• Sell Entitlements permission
• product configuration
• payment method setup
• required customer fields
• Gift Aid or consent fields

Voucher Sale Blocked

Check:

• mandatory buyer fields
• consent checkbox
• missing phone or email
• voucher configuration

Membership Cannot Be Applied

Check:

• membership status
• membership validity dates
• product eligibility
• correct ticket type
• customer account link

Refund Cannot Complete

Check:

• refund permissions
• refund totals
• split amounts
• payment method selection
• cancellation confirmation

Printer or Card Output Fails

Check:

• hardware connection
• printer configuration
• device pairing
• paper/card stock
• network connection

Feature Highlights Appendix

Operational Benefits

The Expian POS platform delivers:

• faster on-site transactions
• accurate membership and pass servicing
• integrated voucher and promotion handling
• real-time validation
• flexible refund management
• wallet-first fulfilment
• consistent customer records
• reliable finance reconciliation
• controlled operational permissions
• improved front-of-house efficiency The POS framework enables organisations to operate:
• high-volume ticket offices
• membership sales desks
• annual pass programmes
• gift voucher sales
• front-gate entitlement servicing
• compliant refund workflows
• multi-location selling
• modern digital pass operations

Cached Availability

Real-Time OFF

Pricing shown

Split Refunds Refund across multiple Supports real-world methods finance workflows Offline Support Cached selling and sync Maintains operations behaviour during outages Audit Reporting Transaction and scan records Supports reconciliation and governance

Reduces duplicates and

Very low

Apply member benefits to

Provides mobile-first

Why It Matters

Supports family and group

Apply

Yes

Bundle Ticketing

Pre-selected timeslot

Possible

Description

Permission

Not needed

Transactions

Yes

Operational pass control

bookings or attendance

Feature

Pre-selected date

POS Sales

Yes

Improves retention and

Sell memberships, vouchers,

Improves capacity

Slightly

Renew eligible memberships

Supports fraud prevention

Converts visitors into

Links orders to existing

Suspend / Reinstate

Apply Membership

Improves customer

Supports gifting journeys

Enables member servicing

Enables multi-person

Redeem ticket value toward

Sell Entitlements

Supports compliance

Protects revenue

Gift Membership

Sell new memberships on site

Branded Receipts

Booking speed

Supports free or

Apply member benefits to

Refund / Cancel

No

Donation and declaration

Gift Aid Handling

Sell admissions, memberships,

Live backend availability

Faster sales flow using device

Sold-out risk

No

Real-Time

Recommended practice:

Enables

Yes

Client-specific printed receipts

Enables wallet and pass

Membership Sales

Required for membership

Real-Time

Enables instant member

Data source

Promo Validation

Memberships

Capacity displayed

Membership

Apply Vouchers Redeem or apply vouchers Supports promotional and stored-value workflows Manage Payments Handle card, cash, Direct Debit Required for payment and external payments processing View Reports / View POS reports and shift Supports finance and Reconciliation summaries supervisor review Manage Shifts / Open, close or transfer sales Maintains accountability Sessions shifts Admin Access Configure POS settings and Reserved for system permissions administrators

Associates tickets with

Yes

Process refunds and

financial operations

cancellations

Wallet Fulfilment

Live backend

Supports speed and

Yes

Cached booking

No

Ticket-to-Membershi

Auto-refresh if sold out

Supports front-of-house

Named Ticket

Supports controlled

Entry checks for discounted

Apple and Google Wallet

Why It Matters

Behaviour

Customer Account

Faster

Sell memberships for later

Vouchers

cache

vouchers and passes

products

ON

discounted entry

Linking

onboarding

controls

accounts

supports servicing

options

and voucher sales

support

Renewal

membership

access

checking

entitlement sales

passes

Ownership

capture

accuracy

redemption

sales

slower

continuity

passes and entitlement

p Upgrade

members

customers

resilience

immediately

experience

Availability

bookings

products