Why My Orders from Foodics Online are not Appearing at the Cashier?

When you notice that the  orders placed through Foodics Online are not appearing at the cashier's end, here's how you can troubleshoot the issue:

Verify the Order in the Console: Start by checking the console. Navigate to 'Orders', then select 'API' to see if the order is listed there.

If the order appears in the console but not at the cashier, proceed to check the settings of your console device and branch. Make sure receiving online settings are checked, including the cashier's internet connection.

If the order is not listed in the console, you'll need to take the following steps to identify the problem:

Locating the POS Response:

To find the POS Response, which is crucial for diagnosing the issue, follow these steps in the Foodics Online Portal:

Click on ‘Orders’.
Select ‘View’ in the relevant order.
Scroll down to the bottom of the page, where you’ll find the ‘POS Response’.

Issue 1: Invalid modifier option

This indicates that a modifier in Foodics Online does not exist in the Foodics RMS.

Reading the error messages:

The modifier in question is mentioned in the error message detail, as the sequence number of the product and the modifier within the order, starting at 0.  For example, products.0.options.2.modifier_option_id refers to the 3rd modifier on the 1st product in the order.

Reasons for this issue:

The modifier has been deleted (or deleted and re-created with a new Foodics ID) in Foodics RMS.

The modifier has been created manually in Foodics Online (rather than created from syncing the menu).

Solutions:

Sync the menu to fix this issue.

Delete anything that has been created manually.

Issue 2: Invalid payment method

Reasons for this issue:

The payment method is not mapped on the integrations page on Foodics Online for the payment option ‘Card’.

The Foodics Online payment methods have been deleted or deactivated in Foodics Console.

Solutions:

Select a payment method on the integration’s page ‘Payment Method Card’ if it is blank. Pathway: FO Portal > Settings > Integration > Foodics F5.

Check the Foodics Online payment methods have not been deleted or deactivated in Foodics RMS Console.

Issue 3: Required modifier is missing

This means that the RMS rejected the order because a product has a mandatory modifier that was not included in the order.

The Foodics RMS error message on the customer-facing product is as follows:

Foodics-F5: Required Modifier Options are Missing

Reading the error messages:

The product in question is mentioned in the error message detail as the sequence number of the product within the order, starting at 0.  For example, products.0.options refers to the 1st product in the order, and products.1.options refers to the 2nd product in the order.

Reasons for this issue:

The required modifier exists in the menu

The modifier group and modifier minimum/maximum configurations are correct

The rules of all the above-mentioned points are needed to match the Foodics Console.

Solutions:

Syncing the menu may resolve the issue.

If the menu is configured correctly, there may be a technical problem, and it should be raised to the technical team on support@foodics.com

Issue 4: Price should be equal to or more than the discount minimum order price

This means that the customer is using a coupon linked to a Discount in Foodics RMS, which has a minimum order amount.  To avoid this error, the client may adjust or remove the minimum order restriction from the Foodics Console.

Issue 5: Charge ID is Invalid

Reasons for this issue:

This is caused when the Delivery Charge used for delivery orders has been deleted or deactivated in Foodics RMS.

Solutions:

1. If the charge is deactivated, enabling it will solve the issue.

2. If it has been deleted, the client must create a new delivery charge on the Foodics Console and Foodics Online and then map the charge on the Integrations page in the Foodics Online portal. Pathway: *Settings > Integration > Foodics F5 > Delivery Charge ID*.

3. Using an open charge can reduce this risk in the future.

Please note:  it may take up to 30 minutes for new Charges in RMS to be shown on the Foodics Online integrations page.

Issue 6: Orders Did Not Reach the Cashier (Waiting for Payment)

FO Portal > Orders

When the end customer goes to the payment page, Foodics Online creates an order regardless of whether the end customer proceeds with the payment or not.

It is normal to have several orders a day for which the end customers have not completed the payment.

Attempted Order:

Confirming if the End Customer Has Attempted to Pay

FO Portal > Orders > View > Payment Details > Payment Reference

If the customer has attempted to pay, you will have a 'Payment Reference' on the 'Order Details' page.

1. Click ‘Dashboard’.
2. Click ‘Orders’.
3. Click ‘View’.

A popup window will open in a new tab; check the payment reference:

You can then check the payment status on your payment gateway's dashboard. You can use the payment reference to find the payment.

Manually Push the Order to the Store

You can use the 'Pay Now' button to push the order to the POS (Foodics) or receiving device (Tablet/Printer/PC). For example, if the payment has been captured but is not reflecting on the Foodics Online portal as ‘paid’.

Issue 7: Invalid Payment Method

Possibilities:

1. Inactive or deleted payment method: Check if the payment methods in Foodics Console are inactive or deleted.
2. Incorrect payment method mapping on Online: Check if the payment methods are mapped correctly - check the article below: Changing payment gateway mapping

Issue 8: The consumer didn't receive a refund for the canceled order, whether the order was canceled by the consumer or the merchant.

1. Check if Auto Refund is enabled: Go to Portal > Settings > Concept > Financials > Auto Refund.
2. If Auto Refund is Disabled: You need to contact us at Support@foodics.com from the owner account with order information.
3. If Auto Refund is Enabled: Contact our support team to investigate the issue.

Payment Statuses

• Pending: The payment is pending and hasn't been processed yet.
• Declined: The transaction has been rejected or denied
• Success: The payment has been approved and authorized.
• Failed: The payment attempt has failed and was not successful.

Issue 9: Orders cannot be closed at the cashier

This is possible because the payment methods field on the integration page is blank.

You need to link the payment method on Foodics online with a payment method on the cashier by selecting a VALID payment method from the drop-down