Viewing Real Time Order Exceptions – Checkmate

The Order Exceptions Page can be easily accessed using the Checkmate Portal where you can find all the order exceptions related to your respective restaurant locations.

Note: You can only view exceptions from the last 48 hours ONLY. If you need more details on older order errors, please refer to the Checkmate notification you received or reach out to support@itsacheckmate.com.

To access the Order Exceptions Page:

Step 1: Log into the Checkmate Portal.

Step 2: Once logged in, hover over the left-hand menu and click “Order Exceptions”.

Step 3: You will be directed to a new window shown below, where you can find the entire list of order exceptions (from the last 48 hours) for your restaurant locations, along with the following order-specific details:

Store Name
Order Source/Menu/#
Customer Name
Exception Message
Order DateTime

Accessing Menu Management Orders Page - Step 4 (1)-20241008-182715.png

Step 4: A drop-down list of the following filters is available to refine the search results further:

Store Number (only applicable to Brands using a Store Number)
Location Name
Order Source
Customer Name

Step 5: In the “Keyword” field, enter the relevant keyword basis of the filter you opted for. Then, select the “Apply” button to obtain the desired search results.

Step 6: You can view the “Order Exception Details” by selecting the hyperlinked order number that will redirect you to a new web page (shown below) where you can find all the details related to that order.

Accessing Menu Management Orders Page - Step 4 (2)-20241008-183042.png

Accessing Menu Management Orders Page - Step 5-20241008-183417.png

Note: Order errors may be resolved and successfully integrated into the POS. However, these orders will be delayed. For accounting accuracy, please be sure to manually ring into your POS any orders that did not integrate.

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