Online Troubleshooting

Menu Problems

If you've added a product from the console and it doesn't appear or any changes done on Foodics online is not reflected:

Navigate: Menu > Foodics Online > Sync POS > Wait for "Sync Started" and then wait until "Completed" appears.
Ensure both the console and online are the same (product is active in branch and in general). If a menu group is used, verify that the product is inside the menu group.
Note: Open price products will not appear online.
Navigate: Settings > Integration > Foodics F5 > Check the sync settings and sync enabled (for syncing images & display order) Do not select this if you've only made changes online and not in the console.
If the above steps don't resolve the issue, advise the client to add a new menu: Menu > Advanced Tools > New Menu > Sync POS. Then, from the app, view the app and set the new menu as the default.
Always make sure the the synced menu is the default menu

Order problems

if the order is received in the console not in the cashier:

Check console device settings and branch settings. Ensure everything is correct, including the internet connection of the cashier.

If orders aren't received in the console, check the below:

Prerequisite: Finding POS Response

You can find the POS Response by following the pathway below:

Click ‘Orders’.

Click ‘View’.

You will find ‘POS Response’ at the bottom of the page.

Issue 1: Invalid modifier option

This indicates that a modifier in Foodics Online does not exist in the Foodics RMS.

Reading the error messages:

The modifier in question is mentioned in the error message detail, as the sequence number of the product and the modifier within the order, starting at 0. For example, products.0.options.2.modifier_option_id refers to the 3rd modifier on the 1st product in the order.

Reasons for this issue:

The modifier has been deleted (or deleted and re-created with a new Foodics ID) in Foodics RMS.

The modifier has been created manually in Foodics Online (rather than created from syncing the menu).

Solutions:

Sync the menu to fix this issue.

Delete anything that has been created manually.

Issue 2: Invalid payment method

Reasons for this issue:

The payment method is not mapped on the integrations page on Foodics Online for the payment option ‘Card’.

The Foodics Online payment methods have been deleted or deactivated in Foodics Console.

Solutions:

Select a payment method on the integration’s page ‘Payment Method Card’ if it is blank. Pathway: FO Portal > Settings > Integration > Foodics F5.

Check the Foodics Online payment methods have not been deleted or deactivated in Foodics RMS Console.

Issue 3: Required modifier is missing

This means that the RMS rejected the order because a product has a mandatory modifier that was not included in the order.

The Foodics RMS error message on the customer-facing product is as follows:

Foodics-F5: Required Modifier Options are Missing

Reading the error messages:

The product in question is mentioned in the error message detail as the sequence number of the product within the order, starting at 0. For example, products.0.options refers to the 1st product in the order, and products.1.options refers to the 2nd product in the order.

Reasons for this issue:

The required modifier exists in the menu

The modifier group and modifier minimum/maximum configurations are correct

The rules of all the above-mentioned points are needed to match the Foodics Console.

Solutions:

Syncing the menu may resolve the issue.

If the menu is configured correctly, there may be a technical problem, and it should be raised to the technical team on support@foodics.com

Issue 4: Price should be equal to or more than the discount minimum order price

This means that the customer is using a coupon linked to a Discount in Foodics RMS, which has a minimum order amount. To avoid this error, the client may adjust or remove the minimum order restriction from the Foodics Console.

Issue 5: Charge ID is Invalid

Reasons for this issue:

This is caused when the Delivery Charge used for delivery orders has been deleted or deactivated in Foodics RMS.

Solutions:

1. If the charge is deactivated, enabling it will solve the issue.

2. If it has been deleted, the client must create a new delivery charge on the Foodics Console and Foodics Online and then map the charge on the Integrations page in the Foodics Online portal. Pathway: *Settings > Integration > Foodics F5 > Delivery Charge ID*.

3. Using an open charge can reduce this risk in the future.

Please note: it may take up to 30 minutes for new Charges in RMS to be shown on the Foodics Online integrations page.

Issue 6: Orders Did Not Reach the Cashier (Waiting for Payment)

FO Portal > Orders

When the end customer goes to the payment page, Foodics Online creates an order regardless of whether the end customer proceeds with the payment or not.

It is normal to have several orders a day for which the end customers have not completed the payment.

Attempted Order:

Confirming if the End Customer Has Attempted to Pay

FO Portal > Orders > View > Payment Details > Payment Reference

If the customer has attempted to pay, you will have a 'Payment Reference' on the 'Order Details' page.

Click ‘Dashboard’.
Click ‘Orders’.
Click ‘View’.

A popup window will open in a new tab; check the payment reference:

You can then check the payment status on your payment gateway's dashboard. You can use the payment reference to find the payment.

Manually Push the Order to the Store

You can use the 'Pay Now' button to push the order to the POS (Foodics) or receiving device (Tablet/Printer/PC). For example, if the payment has been captured but is not reflecting on the Foodics Online portal as ‘paid’.

Issue 7: Invalid Payment Method

Possibilities:

Inactive or deleted payment method: Check if the payment methods are inactive or deleted.
Incorrect payment method mapping on Online: Check if the payment methods are mapped correctly - check the article below: Changing payment gateway mapping

Issue 8: The consumer didn't receive a refund for the canceled order, whether the order was canceled by the consumer or the merchant.

Check if Auto Refund is enabled: Go to Portal > Settings > Concept > Financials > Auto Refund.
If Auto Refund is Disabled: The refund must be manually processed from the checkout portal.
If Auto Refund is Enabled: Open a ticket on ZD to investigate the issue.

Payment Statuses

Pending: The payment is pending and hasn't been processed yet.
Declined: The transaction has been rejected or denied
Success: The payment has been approved and authorized.
Failed: The payment attempt has failed and was not successful.

Issue 9: Orders cannot be closed at the cashier

This is possibly because the payment methods field on the integration page is blank.

You need to link the payments method on Foodics online with a payment method on the cashier by selecting a VALID payment method from the drop-down.

Other Issues

Checking Client's Website:

To view the website used by the client:

From the app, select "View App".
Take a screenshot of the Foodics web page and open it in the browser for verification.

Image Not Displaying in Apps:

Refresh the app.
Ensure the image size is correct.
Test on your phone.
Ensure you're editing the correct default menu.
Provide a detailed video and inquire about the device version (Apple or Android).

Language Discrepancies on Website:

If names appear differently in Arabic and English on the website:

Take screenshots of names from categories, products, and modifiers in the same order from both languages.
Check from Settings - integration - Foodics F5 POS if the sync name was removed.

Different Online Prices:

Use groups in the console and add new menu in the online with the same name of that group in the console if you want different online prices.

App Settings Issues:

If a location or order type doesn't appear, check the following:

Ensure the payment and delivery options are active from app - view app - payment and delivery.
Check the edit location.
Ensure the order types are active.
Note: Pickup location hours might differ from delivery so you need to check that from locations and from settings - concept - locations.

Adding Banners:

Add a banner group and save.
If it doesn't appear, check under "View Apps" in the "Apps Banners" section to ensure it's set up.
Note: There are 2 kiosk banners.

QR Code Issues:

The QR code will change if:

The order type is changed.
The location or branch is altered.
The website of the apps is modified.

If it keeps loading or doesn't open, the issue might be with the website. Check the website firsthand and then view the default app.

Tax Issues:

Navigate to settings and check the concept.
Ensure the VAT percentage is included if it is in the console that way .

Delivery Charges:

Check F5 for delivery charges (open is preferable) check the charge from locations - edit location - check if the delivery charge is chosen in Settings - Integration - Foodics F5 .

Logo Issues:

If there's an issue with the logo in the concept, re-upload it.

Cart Notes and Items:

Ensure these are enabled from settings - concept - orders

Time Events in Foodics Online:

Check inside the category or the product.

Kiosk Issues:

For username and password issues, check the employee section. Ensure the role is set to "Admin" and verify locations is assigned. Change the password if needed.
For most problems for kiosk it is the same with the Foodics online app and website:

Click on the logo 5 times and ping the pay and test the printer.
Open the kiosk and ensure printer paper is available.

Printer does not test print from the kiosk settings screen

Check that the brand logo is uploaded to Foodics Online (Settings -> Concept). If not then first upload the logo image to Foodics Online, then log out of the kiosk and log in again.

If it is not working escalate it.

Web/App Errors Q&A

When the client contacts you complaining about the app crashing/menu not appearing?

Please go to Apps
Select the App
Make sure the default menu is added
If the step above does not solve it kindly delete and redownload the app

If all steps fail please raise a ticket to L2.

When the client contacts to you unable to add the popup or banners and an error appears?

Please check the recommended dimensions Popup is 512x512 banner is 1024x512
If the dimensions are correct please check the size and try to reduce it

If all steps fail please raise a ticket to L2.

When the client contacts you having login issue into the online portal please consider the following

Make sure the client logged in from the owner account the first time.
If above step dose not work make sure the e-kyc is done and implemented https://pay2.foodics.com/onboard?source=online
If the error still appears please assign it to Foodics Online Onboarding

When the client contacts you asking for an Apple Pay activation request?

Assign the ticket to Foodics Online L2 with his email address and account number and Apple developer account
How to Create Apple Developer Account
Arabic: https://youtu.be/GOvL4-apkh0
English: https://youtu.be/ZKmwUip8iew?t=145

When the client contacts you requesting a custom domain?

Please consider the below:

The client has to buy the domain from any domain provider and make sure he has 5 or more branches
After buying said domain it has to be configured to point to CNAME sites.ordernosh.com for the team to be able to redirect the original foodics online URL. (There is few ways to do this depending on the domain provider, either the client can contact the provider or search on youtube for a video)
We let the client send an email to Support@foodics.com from the owner email then we escalate it to Foodics Online L2

f The client contacts you having any issues with their OTP?

Assign the ticket to Foodics Online L2 with his email address and account number and a detailed description of the case.

For any more question please visit the help center https://help.foodics.com/hc/en-us/categories/8160384365340-Foodics-Online

Foodics Online - POS Integration Errors

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