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Common Issues & Fixes

Last Update 2 months ago

What to do if orders are not arriving in the POS system? What if the ordered items are displayed as “Unknown products”? Integrate correctly with Lieferando to ensure that orders are received Integrate correctly with Wolt to ensure that orders are received Best Practice: Faster onboarding with Lieferando, Wolt, and Uber Eats

What to do if orders are not arriving in the POS system?

Step-by-step instructions for orders not received in the POS system of ordering platforms such as Lieferando, Wolt, and others.

MERGEPORT

Last Update 10 months ago

Please open the MERGEPORT Controller at https://controller.mergeport.com, select the relevant restaurant, and navigate to the “Orders” tab.
The order is visible in the MERGEPORT Controller:

Option A: Status “New”

  • The POS connection is not active.
    • Action: Check whether the connection to the POS system is correctly set up and—if possible—verify if the connection is live.
  • The POS receives the order but cannot process it.
    • Action: Contact the responsible POS developer for further assistance.


Option B: Status is “Accepted” or later
  • The order has already been processed by the POS.
    • Action: Please follow up with the POS developer to identify any further issues.
The order is not visible in the MERGEPORT Controller:


Option A: The connection to the ordering platform is not active.

  • Action: In the MERGEPORT Controller, go to the “Restaurant” section and check whether the integration is correctly set up. If possible, test the connection.


Option B: The ordering platform is not sending orders.
  • Action 1: Verify that all requirements for receiving orders are met. For example: Lieferando Troubleshooting
  • Action 2: Contact the support team of the ordering platform for further clarification.
❗️If none of these steps solve the issue:


Please escalate the case to MERGEPORT Support.→ Be sure to include a clear description of the problem, the time of the issue, and any relevant order identifiers.

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