Fix a stuck order

Use this page when an order's Status does not match Clover, or when the kitchen did not get a ticket. The dashboard checks each order with Clover on a schedule. Reconcile order runs that check now.

Check an order again

Use Reconcile order when the order's Status does not match Clover. For example, the payment stays Pending, or a refund that you made in Clover does not show yet.

1. Find the order and open it.
2. In the Clover Sync sidebar, click Reconcile order.

A message shows "Order reconciliation queued." Wait one minute, then refresh the page to see the new status.

If the Receipt section shows Error and Attempts shows 5, Reconcile order also sends the receipt again.

Find a ticket that did not print

The dashboard does not alert you when a kitchen ticket does not print. Check the ticket when a customer arrives for an order that the kitchen did not get.

1. Find the order and open it.
2. Scroll down to the Kitchen ticket section.
3. Read Status and Last error.

Check for Failed, or Sending more than 3 minutes after Fire at. These statuses mean the website could not confirm that Clover accepted the print request.

1. Make sure that the Clover printer is on and has paper.
2. Open the order in Clover with the same ELR- number.
3. Make the order from the items in Clover.

A Sent status confirms that Clover accepted the request. Check the printer if the kitchen still has no ticket.

The website retries failed requests every minute, up to 5 attempts. The website does not retry a Sent ticket.

Good to know

• The dashboard checks a Pending or Unknown order with Clover every minute for 24 hours, then every hour until day 7.
• The dashboard checks a Paid order every 5 minutes for the first hour, then every 6 hours until day 30.
• The dashboard does not check a Failed order again. After these times, only Reconcile order checks the order.
• A refund that you make on the Clover register makes the dashboard check the order right away.
• If the Clover printer was off, check the Kitchen ticket of each order with a Fire at time while the printer was off.
• If Reconcile order shows "Order reconciliation failed.", refresh the page and click Reconcile order again. If the same message shows, ask a developer.