> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/feature-references/features-and-products-references/smart-suggestion.md).

# Smart Suggestion

## Revision History

<table><thead><tr><th width="247.3333740234375">Date</th><th>Description</th></tr></thead><tbody><tr><td>07/13/2026</td><td>Initial Release</td></tr><tr><td>07/23/2026</td><td>Fixed review comments. </td></tr><tr><td></td><td></td></tr></tbody></table>

## Overview

Smart Suggestion is an intelligent upsell and cross-sell capability built into the Verifone petroleum point-of-sale platform. The feature surfaces contextual product recommendations to the cashier (or self-checkout customer) at the moment of totaling a transaction, enabling convenience-store operators to increase basket size and drive incremental revenue without requiring manual cashier training or memorization of promotions.

Smart Suggestion has demonstrated uplift of upsell conversion rates by up to 40% and total store sales by up to 5% in real-world deployments.

{% hint style="info" %}
**Industry context:** Convenience stores typically operate on thin margins (2–5%). Increasing the average basket size through automated, data-driven prompting is one of the highest-ROI levers available to operators without adding labour costs.
{% endhint %}

### Business Value

#### Revenue Impact

Smart Suggestion delivers measurable uplift across key retail KPIs:

<table><thead><tr><th width="247.3333740234375">KPI</th><th>Reported Impact</th></tr></thead><tbody><tr><td>Upsell conversion rate</td><td>Up to 40% increase over baseline</td></tr><tr><td>Total store sales</td><td>Up to 5% incremental lift</td></tr><tr><td>Average basket size</td><td>Grows without increasing customer count or visit frequency</td></tr><tr><td>Cashier dependency</td><td>Reduced — system prompts replace manual product knowledge</td></tr></tbody></table>

#### Operator Benefits

* Automated, transaction-specific prompts eliminate the need for cashiers to memorise promotional items.
* Offers are derived from real market-basket analytics, improving relevance and acceptance rates.
* Centrally configurable from Commander — no POS software updates are needed to change active suggestions.
* Works across cashier-assisted (C18), self-checkout (C18 SCO), and PIN pad customer-facing channels.
* Supports image-based product tiles, custom prompt messages, and per-product pricing to maximise visual appeal.

### Feature Behaviour

#### Suggestion Types

Five suggestion types are supported:

<table><thead><tr><th width="237">Suggestion Type</th><th>Behaviour</th></tr></thead><tbody><tr><td>PLU suggestion</td><td>The Smart Suggestion panel offers individual PLU products with images, names, and prices. Selected products are added directly to the basket.</td></tr><tr><td>Menu suggestion</td><td>The Smart Suggestion panel offers a menu, including multi-select and express menus. The cashier or customer selects items from the menu, which are then added to the basket.</td></tr><tr><td>Message-only suggestion</td><td>The Smart Suggestion panel displays a promotional message with no selectable products. The message can be a reminder, marketing prompt, or sign-up prompt, such as a loyalty sign-up. The transaction proceeds after acknowledgement.</td></tr><tr><td>NAXML - Combo Deals</td><td>If items added from the Smart Suggestion panel are subject to applicable NAXML promotions, such as mix &#x26; match or combo deals, the Smart Suggestion panel communicates applicable price, amount, percentage discounts, and tax rebates.</td></tr><tr><td>NAXML - Mix &#x26; Match Items</td><td>If items added from the Smart Suggestion panel are subject to applicable NAXML promotions, such as mix &#x26; match or combo deals, the Smart Suggestion panel communicates applicable price, amount, percentage discounts, and tax rebates.</td></tr></tbody></table>

#### Supported Platforms & Prerequisites

<table><thead><tr><th width="236">Component</th><th>Requirement</th></tr></thead><tbody><tr><td>POS terminal</td><td>Verifone C18, in both cashier-assisted and SCO modes</td></tr><tr><td>PIN pad display</td><td><p>The PIN-pad-screen suggestion type is supported on customer-facing M400 and later payment terminals.<br></p><div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Only PLU and message-only suggestion types are shown on PIN pads</p></div></td></tr><tr><td>Site controller</td><td>Verifone Commander (on-premises), Base 57.01 or later</td></tr></tbody></table>

#### Feature Restrictions

The following items cannot be configured for upselling:

* Age restricted items
* Open PLUs
* Fractional quantity items
* Serial-number-prompting items

Only one Smart Suggestion can be shown per transaction. If the user cancels one and adds more items that qualify for a NAXML combo or mix-and-match deal, another Smart Suggestion related to those items will be shown.

### Interaction With Other Features

<table><thead><tr><th width="258">Feature</th><th>Interaction</th></tr></thead><tbody><tr><td>Age Verification in POS</td><td>Age check is resolved before the Suggestion Panel appears; age-restricted items offered in the Sales Panel raise the standard ID CHECK when added.</td></tr><tr><td>Blue Law / Not-Sold Restrictions</td><td>Time-of-day and not-for-sale restrictions are enforced on suggested items exactly as in regular sales.</td></tr><tr><td>Subtotal Required Flag - enabled or disabled</td><td>Adding items from the Suggestion Panel requires a second Total press before tendering. </td></tr><tr><td>Discounts / Promotions (NAXML)</td><td>Items added from the Suggestion Panel are subject to applicable NAXML promotions -- mix &#x26; match, combo deals, new-price/amount/percentage discounts and tax rebates -- after being added to the basket. The suggestion panel disclaimer communicates this.</td></tr><tr><td>Loyalty / Charity / Tips</td><td>Works together in a single transaction, including fuel with debit cash-back.</td></tr><tr><td>EMV / Payment Types</td><td>Payment-agnostic. The Suggestion Panel completes (accept or decline) before the payment type is selected. All tender types work normally after panel dismissal.</td></tr><tr><td>Fuel Transactions</td><td>The Suggestion Panel is not shown during prepay underrun completion. The Smart Suggestion Panel is also not shown for Rest in Gas, Commercial Fleet and Fill Up transactions. </td></tr><tr><td>Self-Checkout (SCO)</td><td>Suggestion Panel renders in SCO mode with identical UI and behaviour. No cashier involvement is required except for age verification checks when age related items are added to the sales panel.  <br>Suggestion Panel appears when Checkout is pressed. In Cashier mode on SCO, the Suggestion Panel appears only after the MOP is pressed. </td></tr><tr><td>Menu Items (Expanded / Overlay)</td><td>Trigger items can be menu-based as well as PLU-scanned. Both expanded menus and overlay menus are supported as basket entry points for rule matching.</td></tr></tbody></table>

## Configuring Smart Suggestion

A maximum of 100 smart suggestions can be configured.

### Smart Suggestion configuration from Commander Central

Log in to Commander Central. Go to **Promos and Discounts > Smart Suggestions** to configure Smart Suggestions.

Go to **Smart Suggestions > General Settings** to enable or disable smart suggestions.

<figure><img src="/files/W3mv0wHN7Do2yDZPJOCP" alt=""><figcaption></figcaption></figure>

Go to **Smart Suggestions > Offer Configurations** to configure smart suggestions.

![](/files/c5ee4e44fdd8357e09bf2c6769bc1dcadb51737d)

{% stepper %}
{% step %}
Click **Add** to add a Smart Suggestion.

<figure><img src="/files/7aYJ1lkb0ReytvkS6W2i" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Select **Enable**. Enter the name, description, and priority for the Smart Suggestion. A lower number means a higher priority. Leaving the field blank or entering `0` gives the highest priority.

<figure><img src="/files/pfdiOrYWTToxLJbDQQX1" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Configure the next section: **Offer Parameters**.

<figure><img src="/files/Uk52UHjMPsAJfk7VNNAz" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
In the **Prompt Appearance** section, add the prompt message and image. If you configure this section without prompt items, the Smart Suggestion is a message-only suggestion.

<figure><img src="/files/w2tM1SBQ1no6ZwXJI6aF" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
In the **Prompt Items** section, select the prompt item.

<figure><img src="/files/wKeaDrwhv3Mk7O26I95s" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Selecting **PLU** and clicking **Add** displays a list of PLUs. Use filters for UPC, description, or price.

<figure><img src="/files/5DAHGMc33eaRImfcClQR" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/ITQskQdOH3UIjsKrNOqy" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/NxhYAcnTJjjtDIKeWlJn" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Selecting **Menu** and clicking **Add** displays a list of menus. Use filters for menu ID, menu name, or menu type.

<figure><img src="/files/L6FfGPu1LHnONhZJYqcv" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/YSWr1WFR3X3RZPJCd9B5" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/Yw6J0RhoxLG1KAGbovF7" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Selecting **Mix & Match** and clicking **Add** displays a list of Mix & Match items.

<figure><img src="/files/am2prD82E5rYPQysVzTI" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/rKE9ujcNtQrL3lYmT5CY" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Selecting **Combo** and clicking **Add** displays a list of combo items.

<figure><img src="/files/Ywi1iuRyODpGlGGsbvVz" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/II5OnixhdDFyBkCnVaUW" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Multiple items can be selected for each prompt type. Make your selections and click **Add/Confirm**.

<figure><img src="/files/2QTBjt0LE8m09G20lSn7" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/CSPh0CZx9xwU0ewpRPEl" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
For the PLU prompt type, use **Allow Qty Selection**. This adds plus and minus controls beside the PLU, letting users increase or decrease the quantity.

<figure><img src="/files/QAJD7RhrE8AgXlizcAB5" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
For PLU and menu prompt types, you can add images to the Smart Suggestion panel.

<figure><img src="/files/7UVmsYjvEx009UgmXNwW" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
After configuring all fields, click **Create Offer**.

<figure><img src="/files/AuItPG8255WKFbX9GMG2" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Use **Duplicate** to copy a configured Smart Suggestion, then make the required changes.

<figure><img src="/files/4E49GHYoWgo3LmT3Sc34" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

### PIN Pad Configuration

On the POS, go to **CSR > Maintenance > Device Configuration > PIN Pad Configuration**. Select **EPS PINPAD** with swipe-ahead disabled.&#x20;

<figure><img src="/files/Nt3e92PbIDEBnq8kCxNN" alt=""><figcaption></figcaption></figure>

## Using Smart Suggestion on the POS

### Everyday Use -- Accepting a Suggestion (Cashier Quick Steps)

{% stepper %}
{% step %}

### Ring the customer's items as normal

Scan items, use the item panel, or select a menu.
{% endstep %}

{% step %}

### Press Total

If the basket matches an active rule, the Suggestion Panel appears.
{% endstep %}

{% step %}

### Read the prompt to the customer

For example, "Would you like to add one of these today?"
{% endstep %}

{% step %}

### If the customer accepts

Tap the product tile(s), use + / − to set quantity, then tap Add To Cart.
{% endstep %}

{% step %}

### If the customer declines

Tap No, Thanks (or the X). The tender screen appears immediately -- do not press Total again.
{% endstep %}

{% step %}

### Complete payment as usual

Cash, EMV credit/debit, tap, or swipe.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
**Good to know:** If items were added from the panel and the site uses the Subtotal Required flag, the POS shows 'SUBTOTAL REQUIRED' at tender — just press Total once more and tender normally.
{% endhint %}

Items accepted from the panel appear on the receipt as regular sale lines. In the example below, ITEM E ×3 was added from the Suggestion Panel and prints alongside the normally rung items:

![](/files/4c76dd613cc7116c1185ce7e564e7a864e77168f)

Receipt from an upsell transaction -- 'ITEM E 3 29.94' was added via the Suggestion Panel; NAXML discounts and tax rebates apply after the items enter the basket.

### Transaction Flow

<table><thead><tr><th width="200">Step / Actor</th><th>Action</th></tr></thead><tbody><tr><td>1 -- Cashier / Customer</td><td>Items are added to the transaction basket (scanned, tapped on the item panel, or selected from a menu).</td></tr><tr><td>2 -- Cashier / Customer</td><td>The Total button is pressed to initiate payment.</td></tr><tr><td>3 -- Commander</td><td>The VIP/NAXML engine evaluates the basket against active Smart Suggestion rules. If a match is found, the suggestion payload is returned to the POS.</td></tr><tr><td>4 -- POS</td><td>The Suggestion Panel overlay is displayed over the payment screen: a title image, a configurable prompt message, up to four suggested product tiles (image, name, price), a disclaimer line, and the 'Add To Cart' / 'No, Thanks' buttons plus a close (X) icon.</td></tr><tr><td>5a -- Accept path</td><td>The cashier or customer taps one or more product tiles, optionally adjusts quantity with the inline Quantity Bar (+ / −), and taps 'Add To Cart'. The selected items are added to the basket.</td></tr><tr><td>5b -- Decline path</td><td>The cashier or customer taps 'No, Thanks' (or the X close icon). The panel is dismissed without modifying the basket, and the transaction proceeds to payment immediately -- no second Total press is required.</td></tr><tr><td>6 -- POS</td><td>Payment flow continues normally (cash tender, card insert/tap/swipe, etc.).</td></tr></tbody></table>

<figure><img src="/files/zmWjoxj37TMlirhaxaZW" alt=""><figcaption></figcaption></figure>

<p align="center"><strong>Message Only Smart Suggestion Prompt</strong></p>

<figure><img src="/files/RiypBZfKz6vx6hYSNIKk" alt=""><figcaption></figcaption></figure>

<p align="center"><strong>Menu Smart Suggestion Prompt</strong> — Selecting any item opens that menu.</p>

<figure><img src="/files/YSrzKuBmIm8lJOHEKgrU" alt=""><figcaption></figcaption></figure>

<p align="center"><strong>PLU Smart Suggestion Prompt</strong> - Selecting a product tile reveals the inline Quantity Bar with '−' and '+' quantity controls</p>

<figure><img src="/files/y1FLmy2JR3PUipOUkdjk" alt=""><figcaption></figcaption></figure>

<p align="center">Combo Smart Suggestion Prompt</p>

### Quantity Management

When a cashier or customer selects a product tile, a Quantity Bar appears inline within the tile. The default quantity is 1. The cashier may increment using the '+' button up to the configured maximum, and decrement with '−'. Multiple different products can be selected within a single panel interaction; each accumulates its own quantity before the final 'Add To Cart' confirmation. Items configured as non-adjustable are added at quantity 1 without an adjustable bar, and fractional-quantity items follow their PLU configuration.

### Decline Behaviour

Tapping 'No, Thanks' (or the X close icon) immediately dismisses the Suggestion Panel. The transaction basket is unchanged, and the POS transitions directly to the tender/payment screen without requiring the cashier to press Total a second time. This is a deliberate UX design decision to avoid penalising cashiers who offer the suggestion and have it declined.

### Age-Restricted Items

If the transaction basket contains an age-restricted item, the POS displays the age-verification prompt before the Suggestion Panel is shown. Once the cashier confirms age compliance, the flow proceeds normally and the Suggestion Panel is displayed as usual. If an age-restricted product is offered within the panel and added to the cart, the standard ID CHECK prompt is raised for that item just as it would be for a regular sale. Blue-law and not-for-sale restrictions are likewise enforced on suggested items.

### Subtotal Required Flag

When the site is configured with the 'Subtotal Required' flag enabled, adding items from the Suggestion Panel changes the basket total. In this scenario, tapping the Cash or Card tender button after adding upsell items displays a 'SUBTOTAL REQUIRED' message, prompting the cashier to press Total again to refresh the subtotal before tendering. This is standard behaviour consistent with how the flag operates for any mid-transaction item addition. Sites with the 'total required' flag disabled proceed straight to tender.

### Basic Sales with PLU Suggestions

| Scenario on the POS                                                                | Verified Behaviour                                                                                                                                          |
| ---------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Scan items, press Total, add one suggested product, pay cash                       | Panel shows prompt message, four product tiles with prices, disclaimer, and both buttons; selected item added at qty 1; receipt and transaction log correct |
| Add one suggested product with quantity raised to 3 via '+'                        | Quantity Bar increments correctly; all 3 units added and priced on the receipt                                                                              |
| Ring a product normally, then add 4 more of a suggested product                    | Regular and upsell quantities combine correctly in the basket                                                                                               |
| Scan an item, accept a suggestion, pay by EMV credit                               | Panel completes before card flow; EMV insert/tap proceeds normally                                                                                          |
| Select multiple different products in one panel session with individual quantities | Each tile keeps its own quantity; all selections added on one 'Add To Cart'                                                                                 |
| Trigger the suggestion from an expanded-menu item instead of a scan                | Menu-based basket entries match rules identically to scanned PLUs                                                                                           |
| Trigger from an overlay-menu item, then decline                                    | Panel appears for menu triggers; decline leaves basket unchanged                                                                                            |
| Department sale in the basket alongside suggestion-triggering items                | Department sales co-exist with the panel; upsell items added normally                                                                                       |
| Repeat of the core accept/decline flows with the 'total required' flag disabled    | With the flag off, tender proceeds without a second Total press in all paths                                                                                |

### Declining and Prompt Behaviour

| Scenario on the POS                                        | Verified Behaviour                                                                           |
| ---------------------------------------------------------- | -------------------------------------------------------------------------------------------- |
| Tap 'No, Thanks' at the prompt                             | Panel dismissed, basket unchanged, tender screen shown immediately -- no second Total needed |
| Select a tile first, then tap 'No, Thanks'                 | Selection discarded; nothing added; straight to tender                                       |
| Tap 'Add To Cart' repeatedly without selecting any product | Presses are ignored safely; panel stays open until a product is chosen or the offer declined |
| Decline, keep selling, press Total again                   | The panel reappears on subsequent Totals while the trigger items remain in the basket        |
| Multiple trigger products in the basket, then decline      | Single panel shown; decline path identical regardless of how many triggers matched           |
| Press Help while the panel is on screen                    | Help overlay works; suggestion flow resumes correctly afterwards                             |
| Add more products to the sale after completing an upsell   | Post-upsell item entry unaffected; totals correct                                            |

### Quantity Limits and Special PLU Types

| Scenario on the POS                                              | Verified Behaviour                                                    |
| ---------------------------------------------------------------- | --------------------------------------------------------------------- |
| Increment the Quantity Bar past the configured maximum           | '+' stops at the maximum; extra taps have no effect                   |
| Accept a suggested PLU configured as non-adjustable quantity     | Item added at fixed qty 1; no adjustable bar offered                  |
| Increase then decrease quantity before confirming                | '−' works symmetrically; final confirmed quantity is what is added    |
| Suggested PLU with a sales quantity restriction                  | The POS enforces the PLU quantity limit even when added via upsell    |
| Open-price PLU offered in the panel                              | Price-entry prompt raised when the open PLU is added from the panel   |
| Fractional-quantity PLU offered in the panel                     | Fractional quantity handling follows the PLU configuration            |
| PLU configured to prompt for a serial number                     | Serial-number prompt raised for the upsell item, as in a regular sale |
| Change the quantity of a basket item before and after the prompt | Quantity edits outside the panel do not corrupt the upsell selection  |

### Restricted Items

| Scenario on the POS                                                     | Verified Behaviour                                                                             |
| ----------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- |
| Age-restricted item in the basket, then accept a suggestion, pay credit | ID CHECK runs before the panel; upsell and EMV payment proceed normally after age confirmation |
| Age-restricted product offered inside the panel                         | Adding it raises the standard ID CHECK for that item                                           |
| Blue-law-restricted PLU offered in the panel                            | Blue-law time restrictions are enforced on suggested items                                     |
| PLU flagged 'not sold' offered in the panel                             | The not-sold restriction blocks the item exactly as in a regular sale                          |
| Suggested PLU with no exception flags                                   | Baseline: unrestricted PLUs add without any extra prompts                                      |

### Corrections, Voids, Suspends and Refunds

| Scenario on the POS                                       | Verified Behaviour                                                                 |
| --------------------------------------------------------- | ---------------------------------------------------------------------------------- |
| Void Line on an item added from the panel                 | Upsell lines void like any other line; totals recalculated                         |
| Void the whole ticket after an upsell                     | Full void supported after upsell acceptance                                        |
| Press Void while the panel is on screen                   | Void takes precedence; panel handled cleanly                                       |
| Press Error Correct while the panel is on screen          | Last line corrected; suggestion flow remains stable                                |
| Suspend the sale while the panel is on screen             | Sale suspends; panel state does not block the suspend                              |
| Suspend then recall a sale involving upsell               | Recall restores the basket; suggestion behaviour consistent on recall              |
| Refund transactions, including suspend/recall of a refund | The Suggestion Panel does not interfere with refund flows                          |
| Accept an upsell with the Subtotal Required flag enabled  | 'SUBTOTAL REQUIRED' shown at tender; a second Total refreshes and tender completes |

### Fuel Transactions

| Scenario on the POS                                            | Verified Behaviour                                               |
| -------------------------------------------------------------- | ---------------------------------------------------------------- |
| Prepay fuel sale, accept a suggested product                   | Panel shows on prepay; item added and fuel authorised normally   |
| Prepay with an underrun (customer pumps less than paid)        | No suggestion prompt during the underrun completion -- by design |
| Prepay fuel, decline the suggestion                            | Decline path identical with fuel in the basket                   |
| Postpay fuel sale -- accept and decline paths                  | Panel appears when totaling the fuel due; both paths verified    |
| 'Rest in gas' -- remainder of cash put to fuel after an upsell | Rest-in-gas amount calculated after upsell items are included    |

### Suggestions on the PIN Pad

With the PIN-pad-screen suggestion type configured, the offer is presented to the customer on the payment terminal instead of (or alongside) the cashier screen:

| Scenario on the POS                                                  | Verified Behaviour                                           |
| -------------------------------------------------------------------- | ------------------------------------------------------------ |
| Customer-facing suggestion, sale paid with cash                      | Suggestion renders on the PIN pad; cash tender completes     |
| Suggestion accepted, paid with debit and cash-back                   | Debit and cash-back flow is unaffected by the upsell         |
| Void Line after a PIN pad upsell, paid with debit and cash-back      | Corrections work after PIN pad acceptance                    |
| Different trigger PLUs for the PIN pad offer                         | Rule matching identical to the POS panel                     |
| Customer cancels on the PIN pad / cashier cancels on the POS         | Either side can cancel; transaction continues to tender      |
| Customer declines; verify the prompt dismisses                       | Decline dismisses the PIN pad offer cleanly                  |
| Prepay, postpay, and rest-in-gas fuel sales with PIN pad suggestions | All three fuel flows verified with the customer-facing offer |
| Swipe-ahead disabled and enabled during PIN pad suggestions          | Card swipe-ahead behaviour respected in both configurations  |

### Menu and Message-Only Suggestion Types

| Scenario on the POS                                                     | Verified Behaviour                                                      |
| ----------------------------------------------------------------------- | ----------------------------------------------------------------------- |
| Basic sale with a menu-type suggestion                                  | Panel offers a menu; chosen menu items added to the basket              |
| Menu suggestion with subtotal required / not required                   | Subtotal flag behaviour consistent for menu-type offers                 |
| Decline a menu offer; reopen behaviour; empty menu selection            | Panel reappearance rules verified for menu type                         |
| Multi-select menu, including NAXML discount on a sub-item               | Multiple menu selections added; sub-item discounts applied              |
| Express menu offered in the panel                                       | Express menus supported as suggestion content                           |
| Prepay (incl. underrun), postpay, and rest-in-gas with menu suggestions | Fuel flows verified for the menu suggestion type; no prompt on underrun |
| Message-only suggestion, paid cash / credit                             | Message displays with no product tiles; sale completes normally         |
| Continue scanning while a message suggestion shows                      | Message prompt removed as further items are scanned/selected            |
| Message-only suggestion on the PIN pad                                  | Customer-facing message variant verified                                |

### Self Checkout (C18 SCO)

| Scenario on the POS                                                          | Verified Behaviour                                                             |
| ---------------------------------------------------------------------------- | ------------------------------------------------------------------------------ |
| Switch the lane POS ↔ SCO via App Selector                                   | Suggestions work on either side of the mode switch                             |
| Customer scans items and checks out; validates all panel prompts             | Panel renders to the customer with identical layout and text                   |
| Customer declines via 'No, Thanks' or the X icon; reappearance checked       | Both decline routes verified; checkout proceeds without a second press         |
| Customer orders a menu normally, adds multiple upsell products               | Menu + multi-product upsell verified in SCO                                    |
| Checkout press requirements after decline vs after accepting items           | Decline: no re-press needed. Accept: press Checkout again to refresh the total |
| Panel dismiss/reappear across repeated Checkout presses                      | Customer can still add suggested items on a later Checkout                     |
| Help pressed during an SCO suggestion                                        | Help available mid-offer; flow resumes                                         |
| Age-restricted upsell in SCO (cashier-assist mode)                           | Age check routed to the attendant as required                                  |
| 'Pay at counter' chosen before / after adding upsell items                   | Both counter-payment paths keep the upsell items intact                        |
| Adjustable vs non-adjustable items, maximum quantity, quantity limit in SCO  | Quantity rules enforced identically on self-checkout                           |
| SCO prepay fuel with a PLU suggestion                                        | Fuel prepay from the SCO with upsell verified                                  |
| Menu and message suggestion types on SCO, incl. age verification from a menu | All three suggestion types function in self-checkout mode                      |

### NAXML Deals (Combos & Mix / Match)

Suggestions frequently offer the item that completes a deal. The disclaimer '\*Discounts applied after items added to the cart' reflects that the NAXML engine re-evaluates the basket after the upsell items land:

| Scenario on the POS                                                                                                                                                                     | Verified Behaviour                                                                                              |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- |
| Combo-based suggestions: car-wash combo, age-verification combo, multiple PLU triggers, several combo deals, new-price combos, multiple combos, trigger items, logout/login persistence | Combo deals form correctly when the completing item is added from the panel; rules survive cashier logout/login |
| Combo priced by new price, discount by amount, discount by percentage                                                                                                                   | All three NAXML pricing methods apply to panel-added items                                                      |
| Combo with tax rebate (single and two items added)                                                                                                                                      | Tax rebate calculated on the discounted combo price (see receipt example in 5.1)                                |
| Multiple combos in one transaction; adding one more combo from the offer                                                                                                                | Deal stacking and repeat combos verified                                                                        |
| Refund of a combo formed via upsell; declining a combo offer                                                                                                                            | Refund totals match; declining leaves prior deals intact                                                        |
| Car-wash combo via suggestion                                                                                                                                                           | Car-wash code issued with the combo discount applied                                                            |
| Mix & Match offers: pick a deal item from the panel (incl. bottom-panel selection, 'Show More' list, department-item trigger), dismiss via X or 'No, Thanks'                            | Mix & Match deals complete from panel selections; N-item 'Show More' lists and both dismissal routes verified   |

### Loyalty, Charity and Tips

| Scenario on the POS                                                                        | Verified Behaviour                                                                              |
| ------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------- |
| Sale with upsell, loyalty card, and a charity donation                                     | Loyalty discounts and charity prompts co-exist with the Suggestion Panel                        |
| Prepay / postpay fuel with upsell, loyalty, tip and charity, paid with debit and cash-back | The full stack -- upsell + loyalty + tip + charity + cash-back -- completes with correct totals |

{% hint style="info" %}
**Reporting:** Automated case PETROCORE-137130 verifies the Flash (Summary) report after upsell activity — items added via Smart Suggestion appear as standard line items in the period totals. See Section 10.
{% endhint %}

## Known Behaviours & Edge Cases

<table><thead><tr><th width="282">Scenario</th><th>Expected Behaviour</th></tr></thead><tbody><tr><td>'Add To Cart' tapped without selecting a product</td><td>The button press is accepted but no items are added. The panel remains open. The cashier must select a product tile or tap 'No, Thanks' to proceed.</td></tr><tr><td>'No, Thanks' tapped after selecting a product tile</td><td>Selection is discarded. No items are added. The panel closes and the transaction proceeds to payment without a second Total.</td></tr><tr><td>Panel dismissed via the X close icon</td><td>Equivalent to 'No, Thanks' -- nothing is added and the transaction proceeds.</td></tr><tr><td>Maximum quantity reached on Quantity Bar</td><td>The '+' button stops incrementing at the configured maximum. Additional taps have no effect.</td></tr><tr><td>Void / Error Correct / Suspend pressed while the panel is open</td><td>The register operation takes effect; the panel is handled cleanly and the transaction remains consistent.</td></tr><tr><td>Prepay fuel underrun</td><td>No suggestion prompt is shown while completing an underrun refund -- by design.</td></tr><tr><td>Suggestion Panel appears on SCO</td><td>Panel is rendered for the customer on the C18 touchscreen in self-checkout mode with no cashier input required.</td></tr><tr><td>Basket does not match any active rule</td><td>No Suggestion Panel is shown. The transaction proceeds directly to the payment screen after Total.</td></tr><tr><td>Multiple products selected in one panel session</td><td>Each product tile maintains its own quantity. All selected products are added to the basket on a single 'Add To Cart' tap.</td></tr><tr><td>Rule propagation in-flight</td><td>Rules pushed via the API take approximately 18 seconds to propagate. Transactions initiated within this window may not yet see the new rules.</td></tr></tbody></table>

## Reporting

Smart Suggestion transactions are captured in standard Verifone period-based reports available on the Verifone Commander. The primary report used to verify upsell activity is the Flash Report (Summary Report).

### Flash Report / Summary Report

The Flash Report provides a cashier-level and period-level summary of all transactions processed during a shift or reporting period. When Smart Suggestion items are added to a transaction, they are recorded as regular sale items in the transaction log and appear in the period totals within this report.


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