Once in a while an order gets stuck between the internet and your POS or printer, usually a brief connection drop on the restaurant's internet or a hiccup between systems.
What happens when an order doesn't arrive:
Step 1 — Our system flags it. We're usually working on it before you notice.
Step 2 — We re-send the order to your POS or printer.
Step 3 — If it still won't go through, our support team calls the order in to you so the food gets made and the customer never feels it.
What you can do:
If a customer arrives for an order you never saw, call us at 518-255-7617. We'll read you the order immediately and figure out what happened.
If it keeps happening, tell us. Repeated misses usually mean a WiFi or internet problem at the restaurant that we can help pin down.
A missed order is never just dropped: every order is tracked from the moment the customer pays, and we don't consider it closed until your kitchen has it.