Live Order Troubleshooting

Don't see your orders coming in? Get answers about your live orders here!

Why are tickets not printing to the kitchen?
This generally happens when printer settings in the POS are changed. Most of the time, this can be addressed by correcting the print routing settings in y...
Wed, 12 May, 2021 at 5:51 PM
What if the calculated taxes on the delivery service and the POS are different?
Tax Rates can be adjusted in our menu management portal for API integrated menus and in the individual ordering platform portal for non-API integrated menus...
Wed, 12 May, 2021 at 7:16 PM
Is it possible to refund delivery service orders on the POS?
No. Refunds must be issued on the delivery service’s tablet or web portal. Refunding via the delivery service will cause a discrepancy when comparing the sa...
Thu, 4 Mar, 2021 at 7:09 PM
Why are the prices charged online not coming through to my POS at the same price?
By default, our integrations use the prices that are specified in the POS, not the ordering platforms. However, we are able to apply a percentage-based surc...
Wed, 12 May, 2021 at 7:15 PM
Why would an order not integrate into my POS or why did I receive an order including "Order Attention Required"?
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 serv...
Thu, 23 Sep, 2021 at 4:25 PM
Why am I getting duplicate orders?
This is sometimes caused by a technical glitch, but most of the time it is due to the delivery service sending duplicate orders to our system. If this happ...
Wed, 12 May, 2021 at 6:48 PM
I received an order on my tablet. Why isn’t it printing?
Generally, an order will print based on your prep time. If it is a future order, and your POS prep time is set to 15 minutes, the order will not print until...
Wed, 12 May, 2021 at 6:48 PM
Why are some orders delayed?
Orders may be delayed for a number of reasons. Primarily, this is the case: 1)If there is an error related to the order that our 24/7 error handling team ...
Thu, 29 Apr, 2021 at 9:26 PM
The wrong item/modifier printed on an order. What do I do?
If a wrong item/modifier has printed on an order, this most likely means that the menu mapping needs to be updated. In such cases, follow these steps: E...
Thu, 20 May, 2021 at 6:39 PM
Can orders be routed to specific Dining Options/Order Modes in my POS?
Yes, if your POS allows for customized dining options. If you’d like to update your dining options so that each ordering platform is routed to its own uni...
Thu, 20 May, 2021 at 6:39 PM