Resolve Rejected SkyTab OLO Orders

What is causing this Issue?

Rejected orders happen if an order is invalid, ensuring order accuracy in the system or when part of the chain of command between the third party and the POS does not flow as planned.

Rejected orders are frustrating to receive but ultimately serve to ensure smooth operations between customers and the restaurant.

How do I resolve this Issue?

To view why a ticket was rejected:

1. Find the ticket in Online Orders tab and tap on it.

2. Look at the bottom of the open ticket for the reason.

How to Fix Rejection Reasons

ITEMS_OUT_OF_STOCK

An item on the order participates in Item Tracking, does not allow over-ordering, and has a quantity of 0. Online ordering communicates when an item is out of stock, but not all integrations support this feature, so an order may be placed containing a sold-out item in some instances.

Troubleshooting:

Review the item with Item Tracking.

ITEMS_INFO_MISSING

SkyTab POS validates all choices on an item. Modifier Sets can have required choices, and if an item’s choices do not meet Modifier Set requirements, the order is rejected.

Troubleshooting:

1. Check for missing required Modifier Sets. In Menu Manager, make sure all REQUIRED modifier sets have been imported into your online menu and publish changes.

   1. If a modifier/mod set is synced but is highlighted in red, verify in the POS that any default modifier price is set with a $ value and not a % value. This can cause the customer order to not prompt for the modifier while entering the order, resulting in a rejection.

2. Check for incompatible Modifier Set quantity overrides. In Menu Manager, it is possible to override Modifier Set rules, so make sure no Modifier Set rules have been overridden in a way that triggers failed SkyTab POS validation. For example, if a required modifier set was overridden with OPTIONAL.

ORDER_INFO_MISSING - Order Type is not mapped in business settings, ORDER_INFO_MISSING - Order is missing required information

Troubleshooting:

Go to Settings > Business > Marketplace and make sure values are set for all required fields.

Save changes, then send down a test order to verify.

OTHER - Exception while creating order on POS

The order was somehow malformed and was unable to be saved to the database.

Troubleshooting:

Upload logs for investigation to look into why the exception was thrown. This is usually some other configuration issue or missing/malformed data on the POS.

ITEMS_NOT_AVAILABLE or MODIFIERS_NOT_AVAILABLE

An item or modifier on the order was not available (marked as inactive).

Troubleshooting:

Update the online menu in Marketplace to remove the offending item or modifier, or mark the item or modifier as active again, if it is truly active.

ITEMS_OUT_OF_STOCK - Order contains out of stock items

This location uses item tracking - and item(s) on the order are sold out, and do not allow over-ordering. 

Troubleshooting:

No actual correction needs to be made as this is a natural thing that can happen and mirrors how the POS reacts when attempting to order out of stock items.

OTHER - Gift Card tender is inactive

Order has Gift Card payment, but Gift Cards are disabled in the POS.

Troubleshooting:

Either disable Gift Cards on SkyTab Online (currently the only provider that allows paying with gift card) or enable the Gift Card tender in the POS.