Error message or issue

How to resolve

An order is missing a modifier that the customer selected, such as a single mandatory modifier that matches the item's name.

ezCater's menu team sometimes treats a modifier as redundant if it repeats the name of the item it belongs to, and leaves it off the published menu. Avoid setting up items this way where possible. Contact our support team if you're not sure why a modifier is missing.

Orders from ezCater are not being received in Deliverect.

Contact our support team so we can check the order notification setup with ezCater.

Orders are being sent to the POS outside of business hours.

Because ezCater orders are placed in advance for a future pickup time, they can be forwarded to your POS while it's closed. Orders are sent a set number of hours before the pickup time, based on your store's operating hours, so this is expected behavior rather than an error.

Error: “Order pickup date is not in the opening hours.”

This means the order's pickup time falls outside your store's configured opening hours, usually because your pickup hours on ezCater don't match the hours set up in Deliverect. Update your opening hours on your ezCater merchant portal so they match your Deliverect hours.

Error: “InvalidProduct: Invalid PLU: None.”

This happens when a customer or ezCater staff member manually swaps an item on an order before it reaches Deliverect, using an item that isn't part of your published menu. Contact our support team so we can help resolve this with ezCater.

Merged item codes appear on an order, such as two product codes separated by a slash.

If a product is set up with a $0 price at the top level and the real price sits on a modifier, ezCater merges the two into a single listing and sends both product codes together. Deliverect automatically splits these back into separate items, but if an order contains more than one, it may fail to process. Contact our support team if this happens.

Error message or issue

How to resolve

Menu changes take a long time to appear on ezCater.

It can take 24 to 48 hours for menu changes to go live on ezCater, since ezCater's team reviews and translates each menu update. We recommend not publishing more than one menu update per week. Contact our support team if you need an update reviewed faster.

Menu items, modifiers, or categories look different on ezCater than what was published.

ezCater's menu team manually reviews and adjusts menus to fit their format, which can result in renamed or reordered categories, merged items, or modifiers being removed if they seem redundant. Nested modifiers are not supported and will be removed. Contact our support team if your menu looks incorrect after a push.

A product doesn't appear on the ezCater menu after publishing.

ezCater only supports two levels of items (a product and one layer of modifiers) – anything nested deeper won't be created. Upsell and variant-type products are also not supported. Update your menu structure to avoid these setups, or contact our support team for help.

Error message or issue

How to resolve

Store opening hours need to be updated for ezCater.

Opening hours for ezCater must be managed directly with ezCater rather than through Deliverect.

Trying to use Busy Mode or Snooze with ezCater.

Busy Mode and Snoozing aren't supported on ezCater. If you need to temporarily remove an item, you'll need to update and republish your menu instead.

Trying to set a minimum selection of more than 1 on a modifier group, or use a maximum selection across multiple modifier groups.

ezCater only supports a minimum selection of 1 per modifier group, and does not support selection limits across multiple groups. If you send a higher minimum, ezCater will default it back to 1.

Tax amounts on ezCater orders don't match what was set up in Deliverect.

ezCater doesn't receive tax information from your Deliverect menu. Instead, ezCater calculates tax automatically based on your store's state. Talk to ezCater directly about your tax setup.

Delivery/courier information is missing from ezCater orders.

ezCater doesn't support sending courier information through the integration, since it's designed for order reconciliation rather than live delivery tracking.

Product order/sorting on the ezCater store doesn't match what was published.

ezCater automatically reorders products by popularity, and this can't be controlled through Deliverect. If you need a specific product order, contact ezCater directly.