Payments & Reconciliation
Part of POS integrations
Resolving order mismatches across connected systems
Trace a missing, duplicated or changed order across its platform, POS and preparation record without hiding the original status.
Resolve an order mismatch starting from the customer’s original order. Find its reference and status on the ordering platform, then compare the connected POS and preparation or fulfilment records. Keep records visible until the difference is explained. A replacement order or premature status change can hide where they diverged.
Build one case from the records
Capture the originating platform, outlet, order reference, time, items, quantities, modifiers, customer-facing amount and current status. Add the POS reference, mapped location, kitchen ticket and any available connector error or retry message.
Note whether displayed amounts include delivery charges, discounts, tips or platform adjustments before comparing totals. Limit customer details in the case record to what the support team needs.
If no reference is shared, compare the outlet, time, items and amount together. A matching amount alone is weak evidence. Retain screenshots or exports under the business’s approved records process.
Locate the divergence
| Difference | First question | Immediate instruction |
|---|---|---|
| Platform order, no POS order | Was it accepted and sent to the mapped outlet? | Watch the platform feed and verify status before manual entry. |
| POS order, no kitchen ticket | Did it reach the configured preparation device? | Check alerts and routing before requesting another order. |
| Items or modifiers differ | Did mapping or availability change? | Confirm the original request before preparing a substitute. |
| Totals differ | Are the same price components being compared? | Separate item prices, discounts and platform charges. |
| Statuses differ | Do the systems mean the same thing by “completed” or “cancelled”? | Follow the originating platform’s supported route. |
In Square POS, open ≡ More > Settings > Orders > Alerts & Notifications and check that Allow new order notifications is enabled. For orders from external sources, check Use full-screen notifications for new orders. Also check Order Manager’s printing settings and confirm the relevant receipts, order tickets or labels are enabled.
For missing menu items, check each item is listed on the menu, in stock, assigned to the integrated location, enabled for the channel under Where it’s sold, and set up for the relevant online fulfilment methods. The connection route can also change what a status means.
On Square’s separate Square Online partnership-order route, a cancellation must be made on the ordering platform and can then appear as “Completed” in Square. That Square status alone does not establish that food was prepared or delivered. Confirm the route and original platform status before closing a case.
Common Order Mismatch Causes and Immediate Actions
- Platform order, no POS orderWas it accepted and sent to the mapped outlet? Check platform feed before manual entry.
- POS order, no kitchen ticketDid it reach the configured preparation device? Check alerts and routing.
- Items or modifiers differDid mapping or availability change? Confirm original request before substitution.
- Totals differAre price components being compared correctly? Separate item prices, discounts, and platform charges.
- Statuses differDo systems mean the same by “completed” or “cancelled”? Follow the originating platform’s supported route.
Preparation Checklist for Integrated Orders (Square POS)
- Enable new order notifications in Square POSGo to ≡ More > Settings > Orders > Alerts & Notifications
- Use full-screen notifications for external ordersEnsure this setting is enabled for timely visibility
- Check Order Manager printing settingsConfirm receipts, order tickets, or labels are enabled
- Verify menu items are set up correctlyCheck item is listed, in stock, assigned to integrated location, enabled for channel, and set up for online fulfilment
Correct once and confirm the outcome
Name the person responsible for the customer-facing decision and the person responsible for the technical fix. If an order is absent from the POS but still needs preparation, follow the venue’s approved manual-entry procedure.
Contact your POS integration provider first so they know about the issue; use manual POS entry only as an interim measure if an order needs to be entered while the issue is being investigated.
Use the platform’s supported route for an incorrect item or cancellation rather than silently changing only the kitchen copy. Square’s Uber Eats connection leaves substitutions and direct customer contact to the Uber Eats merchant portal.
Close the case after comparing the customer order, POS record and actual preparation or fulfilment outcome, and accounting for any duplicate. For a recurring problem, give support the references, timestamps, mapped outlet, settings and observed sequence. Payment-to-terminal matching and outage recovery have separate procedures.
