> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.

# 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

### Payment link not received

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

## Menu Issues

### Menu not syncing

**Solutions:**

- Wait 5 minutes for sync
- Check POS connection
- Verify menu published in POS
- Review sync logs
- Manual refresh
- See [Menu sync issues](https://docs.maple.inc/help/troubleshooting/menu-sync-troubleshooting.md)

### 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

- [Check system status](https://status.maple.inc)
- [Review setup guide](https://docs.maple.inc/orders/overview.md)
- [POS-specific troubleshooting](https://docs.maple.inc/troubleshooting/pos-specific.md)
- [AI ordering issues](https://docs.maple.inc/help/troubleshooting/ai-ordering-troubleshooting.md), [Menu recognition issues](https://docs.maple.inc/help/troubleshooting/ai-menu-recognition-troubleshooting.md), [Printer issues](https://docs.maple.inc/help/troubleshooting/printer-troubleshooting.md), [Stripe issues](https://docs.maple.inc/help/troubleshooting/stripe-account-troubleshooting.md)
- [Contact support](mailto:hello@maple.inc)