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Documentation Index

Fetch the complete documentation index at: https://docs.maple.inc/llms.txt

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Solutions for common Orders Module issues.

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Order Processing Issues

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Orders not appearing in POS

Solutions:
  • Verify POS integration active
  • Check POS online status
  • Review error logs
  • Confirm location mapping
  • Test with simple order

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Payment failures

Solutions:
  • Verify card details
  • Check processing limits
  • Review decline codes
  • Confirm KYC approved
  • Test with different card
The customer did not get their payment SMS after placing an order. Solutions:
  • Verify the customer’s phone number is correct
  • Check if the customer blocked SMS from short codes
  • Ensure the payment provider (Stripe, Gravity, or Shift4) is properly configured
  • Review the order status in the Maple dashboard — the link is sent when the order is confirmed

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Order stuck as unpaid

The customer placed an order but hasn’t completed payment via the link. Solutions:
  • Payment reminders are sent automatically at 5, 10, and 20 minutes
  • If auto-convert to pay-in-store is enabled, pickup orders convert automatically after reminders
  • Check the order in the dashboard to see payment status and reminder history
  • The merchant receives an SMS notification if all reminders are exhausted without payment

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Delivery Issues

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Delivery not available for customer’s address

Solutions:
  • Verify that delivery zones are configured in the Maple dashboard
  • Check that the customer’s address falls within a configured zone
  • For circle zones, confirm the radius is large enough
  • For polygon zones, check that the zone boundary includes the address
  • Ensure delivery is enabled for the location

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Delivery order requires card payment

Delivery orders cannot use pay-in-store. All delivery orders require upfront card payment via the payment link. Solutions:
  • Inform the customer that delivery orders require card payment
  • The customer can switch to pickup if they prefer to pay in store

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Maple Fleet courier not assigned

Solutions:
  • Verify the delivery territory is configured for your area
  • Check that the order was submitted during active delivery hours
  • Contact Maple support if courier assignment consistently fails
Solutions:
  • Wait 5 minutes for sync
  • Check POS connection
  • Verify menu published in POS
  • Review sync logs
  • Manual refresh

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Wrong prices showing

Solutions:
  • Update in POS first
  • Check for active promotions
  • Verify tax settings
  • Review price levels
  • Clear cache

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Integration Issues

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Can’t connect POS

Solutions:
  • Verify credentials
  • Check permissions
  • Review API limits
  • Test in sandbox
  • Contact POS support

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KYC verification delays

Solutions:
  • Check document clarity
  • Verify all required docs
  • Confirm information matches
  • Resubmit if rejected
  • Contact support

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Customer Issues

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Can’t complete order

Solutions:
  • Check minimum amounts
  • Verify delivery zone covers the address
  • Review payment settings
  • Confirm that pay-in-store is supported by your POS (not available for Square, Smile, SkyTab)
  • Test order flow
  • Check item availability

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Pay-in-store option not showing

Pay in store is not available for all POS systems or order types. Solutions:
  • Delivery orders always require card payment — pay in store is pickup only
  • Square, Smile, and SkyTab do not support pay in store
  • Check that pay-in-store is enabled in your location settings

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Next Steps