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Maple

    Troubleshooting

    Orders Troubleshooting

    Resolve common order-taking issues

    Solutions for common Orders Module issues.

    Order Processing Issues

    Orders not appearing in POS

    Solutions:

    • Verify POS integration active
    • Check POS online status
    • Review error logs
    • Confirm location mapping
    • Resync your menu (Menus → Resync Menu); menus that didn’t fully sync, especially combo items, can stop orders reaching the POS
    • Test with simple order

    Payment failures

    Solutions:

    • Verify card details
    • Check processing limits
    • Review decline codes
    • Confirm KYC approved
    • Test with different card

    The customer did not get their payment SMS after placing an order.

    Solutions:

    • Verify the customer’s phone number is correct
    • Check if the customer blocked SMS from short codes
    • Ensure the payment provider (Stripe, Gravity, or Shift4) is properly configured
    • Review the order status in the Maple dashboard — the link is sent when the order is confirmed
    • Ask the customer to check filtered or spam text folders
    • If the link is still missing, send Maple support the date and time of the order, the customer’s phone number, and what was ordered

    Order stuck as unpaid

    The customer placed an order but hasn’t completed payment via the link.

    Solutions:

    • Payment reminders are sent automatically: at 3, 6, and 10 minutes when texts go out from your location’s own registered number, or once at 5 minutes from Maple’s shared number
    • Chowbus orders use a different schedule: reminders at 5, 10, and 15 minutes from your location’s own registered number, or once at 10 minutes from Maple’s shared number. If a Chowbus order is still unpaid 20 minutes after it was placed, it is cancelled rather than converted to pay in store
    • If auto-convert to pay-in-store is enabled, pickup orders convert automatically after reminders
    • Check the order in the dashboard to see payment status and reminder history
    • The merchant receives an SMS notification if all reminders are exhausted without payment

    Delivery Issues

    Delivery not available for customer’s address

    Solutions:

    • Verify that delivery zones are configured in the Maple dashboard
    • Check that the customer’s address falls within a configured zone
    • For circle zones, confirm the radius is large enough
    • For polygon zones, check that the zone boundary includes the address
    • Ensure delivery is enabled for the location

    Delivery order requires card payment

    Delivery orders require upfront card payment via the payment link. Pay on delivery is only available when your own drivers deliver the order, and only on POS systems that support pay in store.

    Solutions:

    • Inform the customer that delivery orders require card payment
    • The customer can switch to pickup if they prefer to pay in store
    • If your own drivers deliver and you want to offer pay on delivery, check that your delivery settings use your own fleet and that your POS supports pay in store

    Maple Fleet courier not assigned

    Solutions:

    • Verify the delivery territory is configured for your area
    • Check that the order was submitted during active delivery hours
    • Contact Maple support if courier assignment consistently fails

    Solutions:

    • Wait 5 minutes for sync
    • Check POS connection
    • Verify menu published in POS
    • Review sync logs
    • Manual refresh
    • See Menu sync issues

    Wrong prices showing

    Solutions:

    • Update in POS first
    • Check for active promotions
    • Verify tax settings
    • Review price levels
    • Clear cache

    Integration Issues

    Can’t connect POS

    Solutions:

    • Verify credentials
    • Check permissions
    • Review API limits
    • Test in sandbox
    • Contact POS support

    KYC verification delays

    Solutions:

    • Check document clarity
    • Verify all required docs
    • Confirm information matches
    • Resubmit if rejected
    • Contact support

    Customer Issues

    Can’t complete order

    Solutions:

    • Verify delivery zone covers the address
    • Review payment settings
    • Confirm that pay-in-store is supported by your POS (not available for Square, Smile, SpotOn, Qu)
    • Test order flow
    • Check item availability

    Pay-in-store option not showing

    Pay in store is not available for all POS systems or order types.

    Solutions:

    • Delivery orders require card payment upfront — pay on delivery is only available when your own drivers deliver
    • Square, Smile, SpotOn, and Qu do not support pay in store
    • Check that Pay in Store is enabled in your agent’s Orders settings

    Next Steps