Troubleshooting

Our partnerships are all directly POS integrated through a few different middleware companies at this time. The most important troubleshooting factor is if there is no way to get the order to go through to the POS, it is best to provide your customer with an alternative restaurant rather than placing outside of the POS integration as commissions and other fees you would collect from the customer will not be easily recoverable.

Commonly seen errors:

The vast majority of orders are coming through to us from OLO and there are a few common error messages you may experience from dispatch. We receive constant updates via OLO for menu items, outages, pricing changes however there is often a lapse in the sync between these updates and your Order With Google (GFO) orders with the timeliness of Order With Google (GFO) ingesting our feeds every several hours. Here are some examples and steps to take:

Failed to submit order: Please specify the time you'd like this order to be ready
Choose an alternative time, trying 5-15 min increments out at a time.
Failed to submit order: Your order cannot be ready by x:xxpm due to the time it will take to prepare your order. Please choose another available time.
Choose an alternative time, trying 5-15 min increments out at a time. This happens during high volume/peak times at restaurants or related to lower staffing thresholds and throttling of 3p orders.
Failed to submit order: Online ordering is unavailable at this time. Please use the location finder to try another location nearby.
If you call the restaurant and they are open, this variance is because the restaurant or corporate has elected to disable 3rd party ordering services due to staffing, volume etc. Swap your customer to another local restaurant to keep their business or suggest they place order directly with restaurant.
Failed to add products basket: (10083138) Impossible™ Patty is currently unavailable.
Item outage typically not reflected quickly due to feed syncs and updates. Need to select another item.
Failed to submit order: Sorry, we're unable to contact <location> to place your order. No order placed or billed.
Signals a POS integration fail. If a consistent (multi order) issue with a specific location, please submit a ticket as we can reach out to the brand and OLO for troubleshooting support. A one time instance is often the result of a network error in house with the POS or internet connectivity.

Non OLO error messages:
Our other integrations are very minimal in their error communication. If an order fails after submission and no alert displays to select a time or menu item change, it is assumed that the 3rd party ordering option is disabled by either the restaurant or brand at that time. Again, if this occurs across multiple days ( usually we receive a menu update daily per restaurant), submit a ticket with order numbers to allow us to troubleshoot with the integrator.

Handling Refunds:

All National Partner orders are editable by you, the RDS, up until that order is closed for invoicing through our DeliverLogic accounts payable. Each Thursday, we close off orders from the previous week (Monday-Sunday) of 99% of our partnered restaurants.

If you have a customer in need of a refund or adjustment past that cut off point, please submit a ticket with the order information through to us for handling.