Lieferando Troubleshooting: Ensure Orders Are Received

If Lieferando orders are not appearing in your POS system, follow these troubleshooting steps. Please note that the transmission of orders is heavily managed by configurations on Lieferando's side.

1. Check Status in the MERGEPORT Controller

First, verify if a connection to Lieferando is active:

1. Log in to the MERGEPORT Controller.
2. Select your restaurant and open the Configuration section.
3. Locate Lieferando under the connected platforms section.

Understanding the "Online" Status

If Lieferando is shown as Online, it means MERGEPORT is receiving active keep-alive signals from Lieferando.

• The technical connection is up and reachable.
• However, this status does not guarantee that order routing, item mapping, or specific Lieferando-side backend configurations are correct, which can still prevent orders from reaching your POS.

2. Check Lieferando Order Flow and Tablet Modes

How orders are routed depends on the transmission mode configured for your restaurant in Lieferando's backend:

• Standard Mode (Direct Transfer): Orders are sent directly to the POS. The Lieferando tablet is not required for daily order transmission.
• Hybrid Mode: Orders appear first on the Lieferando tablet and must be accepted manually there before they are forwarded to MERGEPORT and the POS. Make sure the tablet is turned on and orders are actively accepted.
• FOF Mode (Fast Order Flow): In this mode, orders are typically only forwarded to the POS integration if the Lieferando tablet is switched off or inactive. If the tablet is online, orders will remain on the tablet.

3. Common Issues and Support Triggers

Contact Lieferando Support directly if:

• Tablet Changes: A tablet was replaced or removed, which might affect order routing.
• Missing Backend Options: Lieferando did not fully activate the POS integration settings in their backend.
• Double or Missing Orders: Factual issues with the merchant setup or regional settings.

Note: Technical adjustments to the Lieferando routing or order transmission modes can only be performed by Lieferando Support.