Order Management and Troubleshooting FAQs

No. Once the integration is live, all orders are automatically accepted into the POS and sent to the kitchen printer. Orders are printed based on your prep time, and drivers are automatically notified when the prep time is up.

GloriaFood orders are only sent to our integration once they are accepted on the tablet. Therefore, the tablet must be kept somewhere easily accessible.

This depends on the individual ordering platform. Major platforms like DoorDash, Grubhub, and Uber Eats hold all future orders on their side until they become orders as soon as possible, at which point they are sent to you via Checkmate. For other platforms, please discuss this with your Go Live Specialist.

Generally, an order will print based on your prep time. If it is a future order, and your POS prep time is set to 15 minutes, the order will not print until 15 minutes before it is due. Some integrations send the order ready time as the time their driver will be able to make it to your store, even if that time is longer than your prep time. Depending on your POS configuration, this may cause the ticket to not show on the KDS or print until 20 minutes (or whatever your prep time is set to be) before the time the driver is to arrive to ensure the food is fresh and hot.

This generally happens when printer settings in the POS are changed. Most of the time, this can be addressed by correcting the print routing settings in your POS back-end or calling your POS support team. If they are not able to correct this, please reach out to our support team.

Orders may be delayed for several reasons:

• If there is an error related to the order, our 24/7 error handling team reviews and resolves it. As soon as they resolve the issue, they will send the order to your POS.
• If they are unable to resolve it, they will send the order as an “Order Attention Required” order.
• In rare cases, when an order can’t be processed due to a missing item or modifier in either the POS or ordering platform menu, our 24/7 customer support team will notify the kitchen manually using a notification method. The notification ticket will display the message “Order Attention Required,” delivery service, order number, customer name, and order details. This order will have a $0 value in your POS and requires manual entry into the POS to ensure your sales are accurately reflected.
• If the ordering platform is delayed in sending the order to us, it can also cause delays.

Drivers are automatically notified once your prep time is up. If an order is ready early, you must wait until the driver arrives at the original pickup time.

If a wrong item/modifier has been printed on an order or appeared on your KDS, this most likely means that the menu mapping needs to be updated. In such cases, follow these steps:

• Ensure the correct item/modifier exists in the POS.
• Request that mapping be updated by emailing support@itsacheckmate.com with the following information:
• Restaurant Name
• Location
• Ordering Platform
• Order Number
• Item/Modifier Name on the ordering platform menu that is incorrectly mapped
• Incorrect Item/Modifier POS Name (that printed on order ticket)
• Correct Item/Modifier POS Name

If we are unable to send an order through successfully and are not able to send it as an “Order Attention Required” notification through the POS, we will send a notification email instead in the format below:

Order errors may occur for various reasons:

• POS is Offline: If the POS is offline, the customer's order will not reach the POS. If the delivery service tablet is online, the order will still be processed and appear on the tablet.
• Missing Item or Modifier: In rare cases, when an order can’t be processed due to a missing item or modifier in the POS, our customer service team will not be able to correct the menu mapping in time to send the order through.

Orders may not integrate into your POS for several reasons:

• POS is Offline: If the POS is offline, the customer's order will not reach the POS. However, the order will still be processed and appear on the delivery service tablet.
• Missing Item or Modifier: Occasionally, an order can’t be processed due to a missing item or modifier in either the POS or ordering platform menu. Our 24/7 customer service team monitors and addresses such issues.

We use an ‘Order Attention Required’ item to inform the restaurant of an order that we were not able to send correctly into the POS. This is rare but does happen occasionally if an item or modifier is not mapped correctly in our system with your POS. The following video provides a detailed explanation about:

It's likely due to the Fast Order Release (FOR) feature in the Uber Eats delivery system. When enabled, it dispatches the driver as soon as the order is accepted, rather than waiting for the order fulfillment or prep/ready time. To enable or adjust this setting, changes need to be made on the UberEats backend or with the assistance of Uber Eats support.

Early arrivals are usually caused by mismatched prep times between your delivery services and your POS. Ensure these times are synchronized. If the issue persists, please contact our Customer Support Team.

Unfortunately, no. Orders are sent to your POS based on their ready-by-time and the prep time set in your POS.

To whitelist the Third Party ordering sources:

• Step 1: In your POS system, click on “Edit” in the menu bar.
• Step 2: Click “Edit Other” from the dropdown list and select “Order Sources.” An “Order Sources Editor” pop-up will appear.
• Step 3: Select the “Third Party” check box in the “Allow On Order Acceptance API” column, as shown in the image below.

To enable the Order Type you wish to use:

• Step 1: In your POS system, click on “Edit” in the menu bar.
• Step 2: Click “Edit Other” from the dropdown list and select “Order Type Info.” An “Order Type Infos Editor” pop-up will appear.
• Step 3: Select the check box in the “Enabled” row to enable the Order Types you wish to use.

Yes, if your POS allows for customized dining options. Follow these steps to update your dining options so that each ordering platform is routed to its own unique dining option:

• Program the Dining Options in Your POS: Create one dining option per ordering platform (e.g., Uber, Doordash). Optionally, create two dining options per ordering platform to distinguish between pickup and delivery orders (e.g., Uber - Pickup, Uber - Delivery).
• Email Request: Email support@itsacheckmate.com to request an update on your dining options.

If you are unsure whether your POS allows for customized dining options, please email support@itsacheckmate.com for more information.

By default, our integrations use the prices specified in the POS, not the ordering platforms. However, we can apply a percentage-based surcharge or service fee to your POS. Let our Onboarding or Support Team know if you need this.

The following information will be displayed on the top of your kitchen ticket and KDS when the order flows through:

• Client's first name and last initial
• Time of expected pickup
• Which ordering platform the order was placed through

For the client's phone number, you will need to access your ordering platform/tablet if that information was provided.

Tax rates can be adjusted in our Checkmate Portal for API-integrated menus and in the individual ordering platform portal for non-API-integrated menus. It is common for tax values to differ between the POS and ordering platforms. Orders will still be processed and accepted by the POS, and the tax values set on the POS are considered accurate.

No. Refunds must be issued on the delivery service’s tablet or web portal. Refunding via the delivery service will cause a discrepancy when comparing the sales from the delivery service and POS reports.

The application of sales tax depends on the ordering platform. Some platforms must adhere to state laws related to Marketplace Facilitators, where the platform companies collect and remit sales tax on behalf of their third-party sellers. This means that in certain states, the restaurants will not be responsible for disbursing taxes to the states.

Even though the Ordering Platform may handle the payment of sales taxes, the taxes will still appear in Checkmate. Checkmate may calculate the tax amount and process it to the POS, although this can be POS-dependent. In some cases, the POS might calculate the taxes on its own.

Different restaurants handle it differently:

• Record and Reconcile: All orders, including taxes, are recorded in the POS and back-office systems and then reconciled with the online ordering platforms.
• Direct Payment by Platform: Taxes recorded in the POS do not necessarily mean the restaurant has to pay them. The ordering platforms can pay the taxes directly and then reconcile with the restaurants.
• Exclude Taxes in POS: Some restaurants require that taxes not paid by them are not recorded in the POS. Checkmate may exclude taxes for online orders, depending on the POS.

Note: If you prefer the second option, we may be able to accommodate your request depending on your POS. Please reach out to support@itsacheckmate.com for further assistance.

The ordering platforms do not send order cancellation information into our system, so we are unable to send them through to your POS. Order cancellations can be viewed in the respective ordering platform merchant portal.

This is sometimes caused by a technical glitch, but most of the time, it is due to the delivery service sending duplicate orders to our system. If this happens, please let our Customer Support team know, and they’ll be happy to help investigate and determine whether it’s something we can correct.