Why isn't my order printing to the kitchen?

An order generally prints based on the prep time set in the POS. If a future order is received and the POS prep time is set to 15 minutes, the ticket will not print until 15 minutes before the order is due.

Some integrations send the order ready time as the time the driver is expected to arrive at the store, even if that time is longer than the prep time. Depending on the POS configuration, this may cause the ticket to not show on the KDS or print until the prep time window before the driver is expected to arrive, to ensure the food is fresh and hot.

An order may not have printed yet because it is scheduled for a future time and has not entered the prep time window, because the POS prep time is set longer than expected, or because the ordering platform sent a driver arrival time that is later than the prep time so the ticket is being held to keep the food fresh.

To troubleshoot, confirm the prep time configured in the POS backend, confirm whether the order is an ASAP order or a scheduled order with a future due time, and confirm printer routing settings in the POS are correct if no orders are printing at all.

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