Have you received an error for an order and use Heartland as your POS? If so, view the table below for common issues and how to resolve them.
Error message | Reason | How to resolve |
| Our sync retrieves the categories from the POS and then uses each category to retrieve the items that exist within it. If an item is not properly configured to a category, we will not be able to sync it correctly. When customers try to order these items, we will receive an Unsuccessful API response - {"error":"BadRequest"}. | The item needs reconfiguring to it’s appropriate Report Category, Section, and Groups. (Select the image to enlarge) 
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| If an item is "missing an ingredient" this can mean it is missing a required input of any kind of the order. For example, a missing ingredient could be the type of modifier they are required to choose (ie. type of salad dressing) but it could also mean the size of the ingredient or item. | Compare the modifier groups between the POS and the menu in Deliverect if there is anything missing. If you made changes on the POS, make sure to do a product sync in Deliverect and then re-publish the menu to the delivery channels. |
| This means that the item has not been enabled online from an account level on Heartland. | Edit on your POS and enable the option Allows this item to be seen by customers online. If this is only available at certain locations, go into the Location Override menu and choose where to sell the item. |
| This means the iPad/register assigned to online orders is not switched on. | Ensure that the iPad/register assigned to online orders is switched on. If the restaurant has multiple iPads/registers, refer to the serial number and select which to use. |
| Order type (Pick Up/Delivery) hours does not match the opening hours of the delivery channels. | Ensure the order type is scheduled to be available during the time the order was placed. Order types can be scheduled hourly or per day. |
| This can refer to several different reasons why an item is not available and at this moment is not related to stock availability. An item being unavailable can be that it is not available during the order time (item has scheduling), the item is not available for online ordering, or the item is not available for order method (e.g., the item is eat-in only and not pick-up). | If an item is not available, make sure you reflect this on the Deliverect menu by removing, disabling, or using the Snooze feature. |
| If an item is "missing an ingredient" this can mean it is missing a required input of any kind of the order. For example, a missing ingredient could be the type of modifier they are required to choose (e.g., type of salad dressing) | Ensure that all required selections/modifiers for the item in the POS is also reflected in Deliverect. |
| There is no Tender Type or the incorrect one is set. | Ensure that the correct Tender Type is selected in the channel setting. Your Deliverect account manager or our support team can handle this for you. |
| There is a field called Lead time which is usually used to calculate time before the order pickup. Heartland rounds up to the next tenth minute to schedule this pickup time, and so, for the last minutes of the restaurant’s operating hours this round-up is set to the closing time, and thus the order appears to the POS as “outside operating hours”. | Review Lead Time |
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