In 2026 our first jewellery shop started billing on DiamondOar. The counter found problems our own testing had not. This is what broke, what it cost the shop, and what we changed.
What broke at the counter
Within the first weeks, the cashiers hit five problems.
Bills that did not reach the accounts
Some bills were saved at the counter but their accounts posting failed. The sale was made, but the books did not show it.
Old gold that blocked the bill
When a customer gave old gold against a new piece, the bill could not be finished. In a jewellery shop this is not a rare case — it is an ordinary day.
Printed bills with gaps, and a Back button that did nothing
The printed bill had empty spaces and did not show clearly what was paid and what was still due. After printing, the Back button did not work, so the cashier was stuck on the screen.
"Bill is not fully paid" — 13 times
Many customers pay part now and the rest later — kadan, on credit. Cashiers saw the message "Bill is not fully paid" 13 times, with no easy way to put the rest on the customer's credit. The customer waited while the cashier tried to find a way through.
A till shift that stayed open for weeks
A till shift was opened and never closed. For weeks the cash in the drawer could not be counted against the system.
What it cost the shop
Every one of these happened in front of a customer. A cashier who cannot finish a bill looks unprepared, even when the fault is ours. The owner could not trust that the books matched the counter, and could not count the cash with confidence. And the shop lost time — at the counter, and in calls to us.
What we learned
Testing on our side was not the same as a real counter. Real customers pay in parts, bring old gold, and want a printed bill that is easy to read. A cashier under pressure will not search menus for a fix.
The lesson
What we fixed
- Accounts posting is fixed, and if a posting ever fails, a support ticket is now raised automatically. We see it before the shop has to tell us.
- Old gold set-off is fixed. Old gold taken in on a bill now settles against it as it should. See Take old gold against a bill.
- Invoice templates were rebuilt to show paid and balance due clearly, with no gaps, and the screen after printing now works as expected.
- One tap puts the remainder on credit. We also found and fixed a bug where a credit payment was counted as cash. See Put the remainder on credit.
- A reminder banner now shows when a till shift has been left open. See Open and close a till shift.
- A built-in support assistant, Velora, spots an error on screen and shows the fix in Tamil and English, so the cashier is not left alone with a message they do not understand.
Questions to ask any software vendor
Whoever you choose — us or someone else — ask these before you sign. They come straight from our first shop's counter.
- If a bill fails to reach the accounts, who finds out, and how?
- What happens when old gold is worth more than the new piece?
- How does the cashier put part of a bill on the customer's credit?
- What does the printed bill show for paid and balance due?
- What stops a till shift being left open?
- Who sits with my cashier in the first days?
What it means for a new shop
A new shop starts with these fixes already in place. Part payments, old gold and credit are ordinary counter work in DiamondOar now, not edge cases. And for your first days, one of our team sits with your cashier, so a problem is fixed at the counter, not over the phone a week later.
How the story ended
We will be honest: this shop later chose another vendor. We wrote about why, and what we changed, in Losing our first shop taught us more than winning it.
See the counter as it works today in a 30 min Live Demo. Bring your questions and one of your real bills.