Receiving 'Order not in POS' emails
Email notifications are sent by MyOrderBox when a web order is created but not accepted by the POS to:
The Admin and Manager users of the Store
The customer who placed the order
You have enabled Online Ordering in the Back Office
You have enabled Online Terminal in POS > Terminals. If not select Edit > Primary - Yes
The Server sends Push Notifications to the POS for every new web order. If a web order is not confirmed by the POS, the back office will generate a notification and send it to the Admin and Manager accounts stating Order ID and the status of the order.
The following are reasons why this can occur:
Problem - The online POS terminal itself is switched off.
Solution - Power up device, start POS application, log in and start a shift by entering float amount.
Always leave the Terminal on at night, to allow the App to receive orders at all times.
Problem - POS application isn't running on the terminal assigned to accept web orders. (i.e An order is placed outside opening hours and the POS terminal isn't running running the POS application)
Solution - Ensure POS accepting online orders is logged into after XZ read at the end of the day.
Problem - The terminal accepting online orders has been changed.
Solution - Ensure the POS application is restarted after changing the Online Terminal setting in the Back Office.
Problem - There is no active shift running on the POS online terminal
Solution- Log in and start a shift by entering float amount.
Problem - Internet connectivity has been lost on terminal accepting web orders
Solution - Check internet connectivity on status bar and troubleshoot if there is no internet connection.
Problem - 'Auto accept web orders' function is not enabled and there is a delay manually accepting the order when it enters the POS
Solution - Enable Auto accept, Advanced Settings > Apps > Auto Accept Online Orders - YES.
The Admin and Manager users of the Store
The customer who placed the order
Requirements
You have enabled Online Ordering in the Back Office
You have enabled Online Terminal in POS > Terminals. If not select Edit > Primary - Yes
Process
The Server sends Push Notifications to the POS for every new web order. If a web order is not confirmed by the POS, the back office will generate a notification and send it to the Admin and Manager accounts stating Order ID and the status of the order.
The following are reasons why this can occur:
Problem - The online POS terminal itself is switched off.
Solution - Power up device, start POS application, log in and start a shift by entering float amount.
Always leave the Terminal on at night, to allow the App to receive orders at all times.
Problem - POS application isn't running on the terminal assigned to accept web orders. (i.e An order is placed outside opening hours and the POS terminal isn't running running the POS application)
Solution - Ensure POS accepting online orders is logged into after XZ read at the end of the day.
Problem - The terminal accepting online orders has been changed.
Solution - Ensure the POS application is restarted after changing the Online Terminal setting in the Back Office.
Problem - There is no active shift running on the POS online terminal
Solution- Log in and start a shift by entering float amount.
Problem - Internet connectivity has been lost on terminal accepting web orders
Solution - Check internet connectivity on status bar and troubleshoot if there is no internet connection.
Problem - 'Auto accept web orders' function is not enabled and there is a delay manually accepting the order when it enters the POS
Solution - Enable Auto accept, Advanced Settings > Apps > Auto Accept Online Orders - YES.
Updated on: 29/11/2024
Thank you!