What to do if orders are not arriving in the POS system?

Step-by-step instructions for orders not received in the POS system of ordering platforms such as Lieferando, Wolt, Uber Eats, Foodora, and others.

Find the order in the Controller

Open the MERGEPORT Controller, select the relevant restaurant, and navigate to the “Orders” tab.

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The order is visible in the MERGEPORT Controller:

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Option A: Status “New”

• The POS connection is not active.
  • Action: Check whether the connection to the POS system is correctly set up and—if possible—verify if the connection is live.
• The POS receives the order but cannot process it.
  • Action: Contact the responsible POS developer for further assistance.

Option B: Status is “Accepted” or later

• The order has already been processed by the POS.
  • Action: Please follow up with the POS developer to identify any further issues.

The order is not visible in the MERGEPORT Controller:

Option A: The connection to the ordering platform is not active

• Action: In the MERGEPORT Controller, go to the “Restaurant” section and check whether the integration is correctly set up. If possible, test the connection.

Option B: The ordering platform is not sending orders

• Action 1: Verify that all requirements for receiving orders are met.
• Action 2: Contact the support team of the ordering platform for further clarification.

❗️If none of these steps solve the issue:

Please escalate the case to MERGEPORT Support at support@mergeport.com. Be sure to include a clear description of the problem, the time of the issue, and any relevant order identifiers.