If we are unable to send an order through successfully and are not able to send it as an “Order Attention Required” notification through the POS, we will send a notification email instead.
The subject of the email will be: Checkmate + Your brand - Location - Unable to Process Order to 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.
Order errors may occur for various reasons. The most common reasons are:
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 the POS, in which case, our customer service team will not be able to correct the menu mapping just in time to successfully send through the order.
The email serves as a notification that there was an issue with this particular order and usually provides guidance on how to resolve the issue.
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