Troubleshooting Orders

Problem: I don't see any orders

Solution: Check your filter selection. Try clicking "All" to see orders regardless of status. Also verify that your venue is set up correctly with active catalogs.

Problem: The "Create order" button is disabled

Solution: Make sure you've added at least one item to the order and selected a payment method. Both are required.

Problem: I can't update an order status

Solution: Orders that are "Completed" or "Failed" cannot be updated. Also check that you have the appropriate role (Owner/Manager/Staff).

Problem: Payment status shows "Pending" but customer paid cash

Solution: When creating the order, make sure to select "Cash" as the payment method. Cash payments are automatically marked as "Success."

Problem: Order disappeared after updating

Solution: The order likely moved to a different status filter. Click "All" to see all orders, or click the filter matching the status you just set.

Problem: Can't add items to an order

Solution: Verify that you have at least one active catalog with available products. Products must have their "Availability" toggle turned ON.

Tips & Notes

Tip: During busy periods, focus on status updates. Keep orders moving from Pending → Processing → Ready → Completed to maintain efficiency.

Note: Orders appear in real-time. When a customer scans a QR code and places an order, it instantly appears on your dashboard without needing to refresh.

Tip: Use the search feature to quickly find specific orders by customer name or order number instead of scrolling through the list.

Tip: For table service restaurants, update orders to "Ready" before bringing them to the table. This helps track preparation time and kitchen performance.

Note: The order total includes all applicable taxes, fees, and the Servinn service fee. Customers see this same breakdown.

Tip: Train staff to mark orders "Completed" only after the customer has received their order and confirmed satisfaction. This creates accurate reporting.

Important: Guest customers (the default option) don't create permanent customer profiles. If you want to track repeat customers, always enter their actual details when creating manual orders.

Tip: For high-volume businesses, consider dedicating one staff member to order management during peak times to ensure timely status updates.