This article provides detailed methods for preventing and managing missed orders, including fallback options like Crew Notifications, Backup Printers, and SMS alerts for both venue staff and guests.
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. All orders—whether accepted or rejected by the POS—are already paid for, so it's important to ensure they’re processed correctly. If an order is rejected by the POS, make sure to manually add it to keep your reports and stock accurate. Skipping this step can cause data mismatches between me&u and the POS.
How to Prevent Missed Orders
To minimize missed orders, you can use the methods below individually or together, based on your venue’s needs.
These methods are designed to prevent missed orders and ensure smooth service, allowing you to reconcile orders later. However, stable internet, online POS tills, and correct PLU codes are key to avoiding issues in the first place.
For a simplified guide on how to identify missed orders and resolve them, click here.
Choose the method that best suits your team!
Methods
- Live Orders Screen
- Crew Notifications
- Fallback Code
- Backup Printer
- Backup Table Number
- SMS Notification to Venue
- SMS Notification to Guest
| Live Orders Screen | |
|---|---|
| Description |
All orders placed on me&u appear on the Live Orders Screen. If an order is rejected by the POS, it changes from green to red. Red orders will display specific items and error reasons provided by the POS. If no specific error is given, general troubleshooting steps will appear. |
| Examples displaying rejected items and error reasons |
Example 1 Example 2 |
| Additional Hardware | You will need a device like a tablet, laptop, or POS station with a recent version of Chrome to view the Live Orders Screen. It doesn't have to be an iPad – a basic tablet like a Lenovo will work fine. |
| Advantages | - Captures ALL error types - Identifies specific items that failed - Quick troubleshooting - Easy refund processing - Contact guests quickly for confirmation - Works with Wifi and 4G - Compatible with all POS systems |
| Disadvantages | - Requires extra hardware - Venue staff may not have time to monitor it - Staff may not know the next steps after identifying errors |
| How to Access | Go to the me&u Manage Portal → Orders → Live Orders. |
| Optimising for Best Results | - Keep the tablet in a visible spot close to the till used the most - Only 1 tablet is needed (it doesn't have to be big or expensive) - Ensure it doesn't go to sleep mode when there's inactivity - Make sure it is always charged and connected to the internet - Add rejected orders to the POS manually so that dockets print out - Use the Rejected Tabs on the Live Orders page to track incoming red orders - Staff should be trained using the below resources: |
| Crew Notifications | |
|---|---|
| Description | All rejected orders (orders that turn red on the Live Orders screen) will trigger a notification to the Crew app. The notification includes the order information and the customer’s name. |
| Example of Notification within the Crew app | |
| Additional Hardware | You’ll need an iPhone with the Crew app installed to receive notifications. |
| Advantages | - Captures all types of errors - Displays what went wrong with the order - Helps troubleshoot quickly, with notifications split between rejected orders and POS offline issues - Enables fast contact with the guest for confirmation - Connects via Wifi and 4G - Works with all POS systems |
| Disadvantages | - Requires an iPhone - Not all venues use Crew - Venue staff may not know the next steps after receiving a notification |
| How to Access | Install the Crew App → Navigate to the Orders tab |
| Optimising for Best Results | - Encourage Crew users to champion Service Smoothness by responding promptly to notifications - Manually add the rejected order into the POS for docket printing - Staff should be trained using the below resources: |
| Fallback Code | |
|---|---|
| Description | When an order is rejected by the POS, a second order with a Fallback Product Code is automatically sent. This fallback order uses a custom item, typically called “me&u Rejected Order, Please check Live Orders,” which prints at a designated location for staff to review and manually add to the POS. |
| Additional Hardware | No additional hardware is needed. |
| Advantages | - Easy to set up (it is just creating an item in the POS and adding the PLU to Manage) - Uses existing venue hardware - Customisable message and print location - Displays guest’s table number and name for quick identification - Effective for wrong PLU configurations or stock-out errors - Compatible with all POS systems |
| Disadvantages | - Does not send specific item details - Fallback Code won't work if the internet or POS is offline - Deleting the Fallback Code on the POS will also reject fallback orders - Venue staff may not know the next steps |
| How to Access | Go to me&u Manage Portal → Venue Details → Integration Setup → Backup code to notify POS rejected orders. |
| Optimising for Best Results | - Set the item to print at the most frequented Till - Ensure a device is available to access Live Orders - Add the rejected order into the POS manually as if it’s a normal order so that the dockets print out - Ensure staff are trained with the following resource: |
| Backup Printer | |
|---|---|
| Description | If an order is rejected by the POS, me&u’s Star Printers will print the exact order, including items, customer’s table, name, and notes. If the POS processes the order, it will print as usual from the POS printers. Functionally, it works exactly the same as the me&u direct to printer integration, but it only prints when red orders occur. |
| Additional Hardware | Star Printers (AU) are required for the Backup Printer solution. They can be ordered here. If your venue already has Star Printers with CloudPrint, those can be used. |
| Advantages | - Prints the full order with guest details (table number, name, and items) - Allows for multiple printers in optimal locations for the staff - Printers can be placed for optimal staff access - Works with all POS systems - Handles most error types |
| Disadvantages | - Orders won't print if the printer is unplugged or the venue’s internet is down - Setup may be difficult due to firewalls or lack of ethernet ports - Star printers cost $850, and additional equipment (splitters, cables) may be needed |
| How to Access | Go to me&u Manage Portal → Venue Details → Integration Setup → Send failed orders to a fallback printer. Set up instructions: Backup Printing Setup Guide |
| Optimising for Best Results | - Ensure there are available ethernet ports and no firewall issues - Set up separate printer groups for food and drink - Place printers in visible locations and label them to prevent accidental unplugging - Manually add orders to the POS at the end of service for reconciliation - Ensure staff are trained with the following resource: |
| Backup Table Number | |
|---|---|
| Description | If an order is rejected by the POS due to an invalid table number, it will automatically be routed to a backup table chosen by the venue. The full order, including the guest’s name, items, and original table number, will print. The docket will note: “This order was originally sent to {original table number} but was rejected.” |
| Additional Hardware | No additional hardware is needed. |
| Supported POS Systems | - Doshii - HLDirectV2 - LSK - Shiji - Tevalis |
| Advantages | - Easy setup of the backup table number in Manage - Works with all POS systems, particularly useful for table-number-sensitive POS like H&L, Tevalis, Zonal, and Toast - Reduces the occurrence of red orders - Orders don't need to be manually added to the POS - Keeps service running smoothly |
| Disadvantages | - Venue staff may accidentally delete the backup table from the till - Staff may overlook the notes and send food to the wrong table |
| How to Access | Go to me&u Manage Portal → Venue Details → Integration Setup → Backup table number that should always exist for the venue. |
| Optimising for Best Results | - Ensure notes are turned on for printing in the POS - Remind staff not to delete the backup table from the POS system |
| SMS Notification to Venue | |
|---|---|
| Description | When an order is rejected by the POS, an SMS is sent to a designated mobile number chosen by the venue. |
| Additional Hardware | No additional hardware required. |
| Advantages | - All error notifications are sent to the specified mobile - Works with every POS system - Mobile number can be easily updated at the end of a shift |
| Disadvantages | - Also receives SMS for pickup orders - Staff may ignore messages during busy service - SMS not sent for orders rejected due to POS timeout - The mobile number does not automatically update for staff changes, requiring manual updates |
| How to Access | Go to me&u Manage Portal → Orders → SMS Notification → Enter mobile number for order notifications. |
| Optimising for Best Results | - Ideal for venues that are dine-in only - Assign one staff champion to monitor operational smoothness - Update the mobile number at the end of each shift to ensure only staff on shift are notified - Staff should be trained using the below resources: - Add rejected orders into the POS manually so that dockets print correctly |
| SMS Notification to Guest | |
|---|---|
| Description | When an order is rejected (red order), an SMS is sent to the guest informing them that their order may not have reached the POS. The payment is still processed, but the guest can notify staff that their order may not have reached the POS. This SMS is sent only after all other fallback methods have failed. |
| Example SMS Notification | |
| Additional Hardware | No additional hardware required. |
| Advantages | - Works with every POS system |
| Disadvantages | - Guests may be confused and unsure of what to do - Staff may also be confused and not know what the next steps are |
| How to Access | If for some reason you prefer not to have this feature activated, please contact me&u support. |
| Recently migrated from me&u 1.0 to me&u 2.0? |
This feature functions almost identically, with just a few minor differences. On me&u 2.0, the SMS is only sent to guests when all other fallback options have failed (or if none are configured), whereas on me&u 1.0, the SMS was sent automatically. The SMS copy also differs slightly. |
| Optimising for Best Results |
- Train venue staff on identifying and processing these orders using the Live Orders Screen - Ensure rejected orders are manually added into the POS as if they are normal orders so the dockets print out |