In this article, you can find solutions to some of the more common issues when using the Rappi integration.
Issues shown on the Orders page
Error message or issue | How to resolve |
An order times out on Rappi's side without showing as an error in Deliverect. | Orders must be accepted within 4 minutes 30 seconds or Rappi cancels them and can close your store. Contact our support team if you need help investigating why an order wasn't accepted in time. |
Issues shown on the Operation reports page
All non-order-related issues are found on the Operation reports page. This includes menu publishing, busy mode, and snoozing.
Menu publishing
Error message or issue | How to resolve |
Menu publish fails because a modifier group has too many options. | Rappi only allows up to 20 modifiers in a single modifier group, and your maximum selectable amount can't be set higher than your defined max. Edit the modifier group named in the error and republish your menu. |
Menu publish fails because an item, category, or modifier name/description is too short or too long. | Rappi enforces strict character limits: category names need 3-30 characters, product names 3-40, modifier names 3-100, modifier group names 3-40, and product descriptions 3-1000. Correct the item named in the error and republish your menu. |
Menu publish fails because of emojis or special characters like quotation marks. | Rappi doesn't support emojis or certain special characters in menu text. Remove them from the item named in the error and republish your menu. |
Menu publish fails saying the store doesn't accept menus. | Your store hasn't been enabled by Rappi for menu uploads yet. Contact our support team so we can confirm the correct store setup with Rappi. |
Menu publish fails because it contains a forbidden word, such as a competitor's name. | Rappi blocks menus that mention competing delivery platforms by name. Remove the flagged word from the item named in the error and republish your menu. |
Menu publish fails saying a product price must be greater than 0. | Every top-level item needs a price, unless at least one of its required modifiers carries the price instead. Update the product to add a price and republish your menu. |
Menu publish fails saying your request couldn't be processed and to try again later. | A previous menu push is still being processed. Large menus can take 5-10 minutes – wait for it to finish before publishing again. |
Busy mode
Error message or issue | How to resolve |
Busy mode fails saying your store wasn't found. | Your Rappi store isn't fully enabled yet. Contact our support team so we can follow up with Rappi. |
Busy mode fails due to a credentials or configuration error. | Contact our support team – this can mean either your Rappi store isn't enabled for online/offline changes, or your Deliverect settings need correcting. |
Other
Error message or issue | How to resolve |
Customer information doesn't appear on order tickets. | Rappi doesn't share customer contact details by default. Ask your Rappi account manager for the data release document, sign it, and Rappi will begin sharing this information. |
Orders or menu updates stop showing status updates. | This usually means your store's connection wasn't fully activated. Contact our support team to confirm your store is properly activated with Rappi. |
Menu publish shows as successful, but the menu doesn't seem to update on Rappi. | Contact our support team so we can check with Rappi whether the menu was received correctly. |
Rappi doesn't appear as an option when publishing a menu, for accounts with multiple locations. | Only the designated “parent” store for a brand can publish menus – all other locations automatically receive the same menu from the parent. Contact our support team to confirm your parent store is set correctly. |
Rappi closes your store after a failed or canceled order. | Orders must be accepted within 4 minutes 30 seconds, or Rappi cancels the order and takes your store offline until you ask Rappi to re-enable it. Make sure your POS or Deliverect is responding to orders quickly. |
Snoozed items get ordered anyway. | Rappi may automatically re-enable an item that's been snoozed for more than 7 days. If you need an item permanently unavailable, remove it from the menu itself and republish your menu, rather than relying on snooze alone. |
Snoozing doesn't seem to affect a specific Rappi store in a multi-location account. | This can happen if that store's parent/child configuration is set up incorrectly. Contact our support team so we can review your store hierarchy |