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 resolves just in time. As soon as they resolve the issue, they will send through the order into your POS.
If they are unable to resolve it, they will send the order as an “Order Attention Required” order.
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. When this occurs, our 24/7 customer support team will immediately (manually) notify the kitchen using this notification method. 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 in order for your sales to be accurately reflected.
2) If the ordering platform delayed in sending the order to us