If Integration Pending is showing and it is past the Pickup/Delivery Time or you have set to Send to POS Immediately
Open the order by selecting the dropdown arrow on the order. Check the Status message.
The status will give some information. It will show if the customer's credit card was charged.
If the customer's credit card was NOT charged you will have an option to Charge Credit Card
If the customer's credit card was charged there will be a refund button showing.
Status - Failed to Get Price or Failed to Integrate Order
Ensure that the ToGo Integration Module is running. If it is not running, restart it. Instructions to restart the TIM can be found here.
Make sure that the user configured in POSitouch for ToGo is logged in and has WEB ORDER checked in its configuration.
If orders continue to fail, check the Archive Failure files. On the Pos Driver, go to C:\>Temp>PosiTouch>Achive Failure
Find the order and the error text should give information on the failed order. Please provide this information when contacting support at support@togoorder.com.
Status - Waiting on Price Request or Sent Order to POS
We see this stats when there is not a communication between OrderCloud and the POS.
Check that you have internet connection.
If internet active check the following:
On the POS Driver
In the bottom left of your computer should be a white search bar. Click this bar and type services.msc It should show an icon with 2 gears on it. Click on this. Scroll down until you see TGO. Right click and Restart. If Restart is greyed out click start.
Cancelled Orders
Cancelled orders can occur if the final cost from the POS is greater than the cost calculated on OrderCloud.
This may be due to prices being updated on the POS and a menu sync has not been run on OrderCloud.
If you need additional assistance contact Shift4 support at (888) 276-2108, Option 3, then Ext 6257 or create a web ticket at https://www.shift4.com/contact-support
4/15/2021