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.

This guide starts with JET Connect, the intended standard Lieferando integration. For an existing connection, first check whether migration has taken place. Guidance for the older interface applies only until migration.

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. Open JET Connect under Linked platforms. For an older connection that has not been migrated, select Lieferando.

Check the connection and the actual order separately

An active or verified connection does not prove that every order reached the POS and was accepted there. Check whether the specific order is already visible in the MERGEPORT Controller.

For JET Connect, successful test-order receipt and POS acceptance are the relevant checks. Regular connection signals can contribute to the Online indicator only for existing older Lieferando connections.

2. Check the JET Connect order flow

JET Connect

• Confirm that Lieferando enabled the connection at the agreed time and assigned the correct restaurant details.
• Check the configured country: MERGEPORT supports Germany, Austria and the Netherlands for JET Connect. The restaurant assignment must match the country.
• Confirm whether orders go directly to the POS or are accepted on Orderpad first according to its configured manual or automatic acceptance. An existing Hybrid Mode remains in place during migration until a change is agreed.
• Check messages in the Orderpad or Live Orders. Do not switch off the Orderpad as a general troubleshooting step.
• If the order is in MERGEPORT but missing from the POS, check the POS connection and item mapping. If acknowledgement depends on the POS, the POS must confirm processing within the acceptance window. Receiving the order alone is not enough.
• autoAccept acknowledges technical transmission when the order arrives in MERGEPORT. This does not prove that the POS processed the order and does not change customer-facing acceptance on the Orderpad.

Existing older connections only, until migration

Use the following guidance only if your restaurant has not yet migrated to JET Connect.

Order delivery depends on the transmission mode configured by Lieferando:

• Direct transfer: Orders are sent directly to the POS.
• Hybrid Mode: Orders are forwarded after manual tablet acceptance. The tablet must remain operational.
• FOF Mode (Fast Order Flow): In certain older setups, orders are forwarded to the integration only when the tablet is inactive. Have Lieferando check this mode before switching off devices.

These older modes are not a general troubleshooting guide for JET Connect.

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.