Error message or issue

How to resolve

Some orders are missing from Deliverect entirely.

This usually happens because a PedidosYa tablet is still switched on at the same time as Deliverect, and it competes with Deliverect for incoming orders – some orders get accepted on the tablet instead of coming through to Deliverect. Turn off your PedidosYa tablet so all orders route through Deliverect.

Your store shows as closed or unreachable on PedidosYa even though it should be open.

PedidosYa stores need to receive a constant signal to stay marked as open. This is expected if the store is closed outside working hours, but if it happens while you should be open, contact our support team.

An order fails or arrives without any modifiers/options, even though the customer selected some.

This is a known issue where PedidosYa occasionally fails to send modifier details for an order, most common for very high-volume stores. Contact our support team so we can investigate the affected order.

Combo orders fail with an error about a missing combo item, even though the combo looks correct in your menu.

This can happen when PedidosYa duplicates a combo product without its modifiers. Contact our support team so we can have PedidosYa clean up the affected store, then you can safely republish your menu.

Error message or issue

How to resolve

Menu push fails because the store doesn't have the right permissions on PedidosYa.

Your PedidosYa store needs additional permissions enabled on their side before menus can be published. Contact our support team so we can request this for you.

Menu push fails with a schedule/section conflict.

This is usually a conflict with a promotional category and its schedule. Try publishing your menu again. If the problem continues, contact our support team so we can have PedidosYa clear the conflicting menu data.

Menu push fails with an “Item not found” error, or your menu shows duplicated products, products missing modifiers, or two menus instead of one.

This means your PedidosYa menu data is out of sync and needs to be reset. Contact our support team so we can have PedidosYa wipe the existing menu, then republish your menu from Deliverect.

Error message or issue

How to resolve

A menu item can't be priced at 0.

PedidosYa doesn't allow menu items to have a price of 0. Update the product to add a price and republish your menu.

Product images take a long time to appear on PedidosYa after a menu update.

This is normal – image processing can take up to 30 minutes after a menu push before new images appear on PedidosYa.

A product appears to be missing from a category, or seems to be in the wrong place after a menu update.

On PedidosYa, a product can only belong to one category. Make sure each product is only assigned to a single category in your menu.

Updating the menu for one location also changes the menu at other locations you didn't intend to update.

PedidosYa links related stores together as “parent” and “daughter” stores, so a menu update to one can appear across all linked locations. Contact our support team first to confirm how your stores are linked before rolling out changes to only some locations.

Certain products can't be edited, or orders for them fail or get cancelled unexpectedly.

PedidosYa sometimes marks specific products as part of a promotional arrangement, which can restrict changes to them. If you notice this on your menu, contact our support team for guidance before making changes.

Using Busy Mode to close your store outside opening hours doesn't reopen it the next morning as expected.

When you use Busy Mode to close your store, PedidosYa will only reopen it at your next scheduled opening time. For example, closing on a Thursday night with a Friday 9am opening time means the store stays closed until Friday at 9am.