> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders Troubleshooting

> Resolve common order-taking issues

Solutions for common Orders Module issues.

## Order Processing Issues

### Orders not appearing in POS

**Solutions:**

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

### Payment failures

**Solutions:**

* Verify card details
* Check processing limits
* Review decline codes
* Confirm KYC approved
* Test with different card

### Payment link not received

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

### 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

## Delivery Issues

### 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

### 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

### 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

## Menu Issues

### Menu not syncing

**Solutions:**

* Wait 5 minutes for sync
* Check POS connection
* Verify menu published in POS
* Review sync logs
* Manual refresh

### Wrong prices showing

**Solutions:**

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

## Integration Issues

### Can't connect POS

**Solutions:**

* Verify credentials
* Check permissions
* Review API limits
* Test in sandbox
* Contact POS support

### KYC verification delays

**Solutions:**

* Check document clarity
* Verify all required docs
* Confirm information matches
* Resubmit if rejected
* Contact support

## Customer Issues

### 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

### 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

## Next Steps

* [Check system status](https://status.maple.inc)
* [Review setup guide](/orders/overview)
* [POS-specific troubleshooting](/troubleshooting/pos-specific)
* [Contact support](mailto:hello@maple.inc)