Use this article to troubleshoot when new online orders are successfully placed by customers but do not appear on the E-Commerce order terminal.
What is the issue?
New orders placed online do not appear in the Incoming or Active order queue on the terminal. This prevents the store team from seeing and processing new online sales, which leads to delays and missed orders.
What’s causing the issue?
This is typically caused by a lack of internet connectivity, an outdated app version, or the terminal needing a refresh. Occasionally, the app session will time out, which requires a new login to restore the connection.
How do I solve the issue?
- Ensure the iPad is connected to a stable internet connection by visiting a website in Safari.
- On the Dutchie E-Commerce Order Terminal app screen, manually refresh the order list. If orders do not appear, log out and log back in to refresh the session token.
- Force close the app by double-pressing the Home button or swiping up from the bottom and swiping the Dutchie E-Commerce Order Terminal app away. Wait 15 seconds and reopen the app.
Commonly Asked Questions
- Why can’t I see kiosk orders on the order terminal?
- Why can’t I see delivery orders on the order terminal?
- Why aren’t orders confirming on the terminal?