Need help using the Xenial-Cloud integration? In this article, find solutions to common errors and issues.
Error or issue | Solution |
API request failed: Failed to create order: Failed to get products. | This happens when one or more items on the order are not active for your location on the POS. Activate those products for the correct location on Xenial. Note the change can take up to a few hours to take effect. |
API request failed: Failed to create order: Discount not found. | The discount applied to the order does not exist on the POS side. Check your discount configuration in Xenial and make sure the discount code used is set up correctly, then try again. |
Discounts not appearing in the POS settings dropdown menu. | Your POS discounts have not been included in the menu data sent to Deliverect. Contact Xenial support and ask them to include ordering integration data in your menu setup so discount codes are shared with Deliverect. |
Menu or product changes made on the POS are not showing up after syncing products. | Xenial only sends updated menu data at set intervals. Wait a while after making POS changes before you sync your products and publish your menu again. If the issue persists, contact our support team. |
Order totals in Deliverect or on the receiving channel don't match what was sent to the POS. | If your location has “Use Tax from POS” enabled, Deliverect applies the POS's own tax and payment values to the order sent to the POS, which can cause the channel and Deliverect order totals to differ slightly from the POS order. This is expected behavior for tax-exclusive setups. |