There are several reasons for this including:

POS is offline: If the POS is offline, the customer's order will not reach the POS. If the delivery service tablet is online, the order will still be processed and appear on the tablet.

Missing item or modifier: While this is rare, there are times when an order can’t be processed due to a missing item or modifier in either the POS or ordering platform menu. Our customer service team is available 24/7 to keep an eye on such instances.

When this occurs, you will be notified in one of the following two ways:

  1. Notification Ticket - Order Attention Required Ticket. If configured, we will immediately notify the kitchen using a Notification ticket.

The Notification ticket will display the following information: The message “Order Attention Required”; Delivery service, Order #, Customer Name and Order detail. This order will have a $0 value in your POS and requires that it is then manually entered into the POS for your sales to be accurately reflected. 

Note: The order has already been paid for by the customer directly on the ordering platform. The $0 item is just being used as a method of sending the order through into your POS so that you are aware of the order and process it accordingly.


2. Notification Email - Unable to Process Order to POS

If you receive a notification email, you will NOT receive a Notification Ticket through your POS. The notification email will include ordering platform, order number, item/modifier that caused the order error, and guidance from our team on the action you need to take in order to resolve the issue so future orders do not error.