Frequently Asked Questions¶

About Kadenio¶

What is Kadenio?¶

A web-based system for running a bicycle shop: workshop repairs, customers and their bikes, products and stock, the till (POS), loyalty and gift cards, customer emails and reports.

Which languages are available?¶

English and Danish. You can switch the app's language in Settings (see Languages and formats), and these help pages are available in both.

Which currency does it use?¶

Each shop works in one currency, set up when the shop is created. Danish shops use Danish kroner (DKK).

Does it work on a tablet or phone?¶

Yes. Kadenio runs in the web browser on computers, tablets and phones, and the screens adapt to the size of the device. An internet connection is needed.

How do we get started?¶

Your Kadenio account manager sets up your shop and sends the owner a one-time temporary password. You choose your own password the first time you sign in. See Getting started.

How long is the trial?¶

New shops get a 14-day trial with all features. Contact Kadenio to activate your subscription.

What is not included?¶

Some things shops sometimes expect are not part of Kadenio:

parking or saving a sale for later;
cash drawer and float management;
returning only part of a sale;
purchase orders to suppliers;
several shop locations in one account;
more than one currency;
working offline;
marketing campaigns and newsletters;
text messages (SMS);
online payment for your subscription.

Accounts and access¶

Who can do what?¶

The Owner can do everything in the shop. Managers and Team Members can do what the owner allows. See Roles and permissions.

Why must I change my password the first time?¶

Your account was created with a one-time temporary password. You must set your own (at least 8 characters, with at least one letter and one number) before you can use the shop.

How do I hand the shop over to a new owner?¶

In Settings, use the Shop ownership card: choose the New owner (an active member of your team), select Transfer ownership and confirm. You become a manager straight away. See Settings.

Can other shops see our data?¶

No. Every shop's customers, sales, stock and settings are completely separate.

At the till¶

Why can't I take payment without a customer?¶

Every sale must be linked to a customer. That keeps loyalty points, receipts and purchase history correct.

When does stock go down?¶

When payment is confirmed, not before. Adding items to a sale or printing does not change stock. One exception: parts added to a workshop repair are taken from stock as soon as they are added to the ticket.

Can a customer pay in two ways?¶

Yes, up to four payments on one sale, for example part gift card and part card. Only payment methods switched on in Settings → POS can be used.

What if the internet drops while I confirm payment?¶

Try again. Kadenio recognises a repeated confirmation and never charges the same sale twice.

Can I give a discount?¶

Yes: on a single line, or on the whole sale, as a percentage or an amount. Staff may need the owner's permission to change prices or give discounts. A voucher can't be combined with a manual discount, and a sale can use either a voucher or loyalty points, not both.

Can I refund only part of a sale?¶

Not in this version. You can refund the whole sale (stock is returned automatically), then ring up again what the customer keeps. Every refund needs a reason.

What is the difference between voiding and refunding?¶

Void cancels a sale that hasn't been paid yet. Refund gives money back on a sale that has been paid.

Is there a Z-report?¶

End of day shows the day's total sales and number of sales. Reports gives you more detail and an export for your accountant.

Workshop¶

What are the repair stages?¶

Received → Diagnosing → Waiting for approval → Approved → In progress → Ready for pickup → Collected. A ticket can be Cancelled at any stage before Ready for pickup. Stages always move forward one at a time.

How does a repair get paid?¶

On the ticket, select Open POS. The till opens with the customer and the repair work already on the sale. After payment, the ticket shows it as paid and you can mark the bike as collected.

Does the customer get a receipt when they drop the bike off?¶

No. The first email goes out when the customer approves the work: it lists the approved labour and parts and the estimated total. From then on you can also select Print receipt on the ticket. The customer gets another email when the bike is ready, and a payment receipt when they pay at pickup.

Customers¶

Can one customer have several bikes?¶

Yes. Each bike is recorded with at least one of: make, model, frame number or serial number.

Service emails are about the customer's own repairs and purchases (repair approved, ready for pickup, payment receipts, gift card confirmations). They only need an email address. Service reminders also need Operational email. Marketing consent is separate: it is only needed for promotional offers, which you send from CRM.

Can I send offers to my customers?¶

Yes. In CRM → Offers, pick a ready-made template, write your offer, check the preview and send it to customers who have given marketing consent. See CRM.

How do service reminders work?¶

On a customer's bike, schedule a reminder date. On that date the customer receives a reminder email, provided they have agreed to receive service emails.

Loyalty and gift cards¶

How do customers earn points?¶

Automatically, every time they pay for a sale, at the rate you set in Loyalty. They spend points at the till under Rewards.

Can I look up a gift card's code later?¶

After the card is sold, Kadenio only shows a masked version of the code. The full code is shown once at the till and emailed to the customer, so make sure they keep it.

Reports¶

How do I get figures to my accountant?¶

In Reports, choose the period and export the sales list. See Reports and exports.

Why do End of day and Reports show different totals?¶

They count slightly differently. End of day is a quick view of fully paid sales per calendar day; Reports follows your shop's time zone and also includes partly refunded sales. Use Reports for bookkeeping.

Help¶

Something isn't working. What do I do?¶

Check Troubleshooting. If that doesn't help, use Help & support at the bottom of the menu. Include the time, the screen and the exact message you saw. Never send passwords.