Learn how to identify missed orders, understand potential causes, and take action to ensure guests receive their orders promptly and resolve any missed orders.
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What is a missed order?
A missed order is when an order has been placed on me&u but has not made it to the POS for printing at the venue.
Orders that have been rejected by the POS will still have the guests’ payment processed but it will not make it to the POS for printing and will not make it to the POS reports.
How to identify missed orders
| Live Orders Screen | All orders will show up on this screen in Manage. If a me&u order is missed, this will show a ⚠️ Rejected by POS icon and be highlighted red so you can spot it quicker. You can see all these orders at a glance by clicking the Rejected Orders tab on the Live Orders screen. Clicking into the order will show exactly which items have not made it to the POS, the reason for the error, and the next steps. |
| Fallback Printing Code | This refers to a SKU that is created in the POS as a notification when an order has been rejected. When an order has been rejected, and the fallback printing code exists in the Integration Setup Page, me&u will send another order to the POS with that fallback code. This will cause the order to print, notifying the venue that an error has occurred and to check live orders. For setup steps, click here. |
| Backup Printers | Give yourself another line of defence with a backup printer to capture any missed orders. If an order is missed by your POS, a backup printer will catch and print that order. Enabling the backup printing feature requires a compatible third party printer, which you can purchase via this link. For more info, click here. |
| SMS notification to venue | An SMS can be sent to a number of your choice when an order has been rejected by the POS. This can be setup in Manage (Orders>SMS Notifications>Mobile numbers for order notifications). Keep in mind these SMS notifications will be sent for orders that have been rejected as well as Pickup orders that the guest has placed. |
| SMS notification to guest | An SMS can be setup to send to a guest when an order has been rejected by the POS. To set this up, contact me&u support. |
| Crew App | A notification will be sent to Crew App users when an order has been rejected. For more info, click here. |
What to do if a missed order is identified
Keen to find out more? Check out Comprehensive Guide to Preventing & Managing Missed Orders