Missing ticket numbers throughout the day

[moleary]

I was a former Clover user and switched to Toast a little over a year ago, the first thing I noticed was that we were missing ticket numbers, we would rarely start with ticket number 1, never could get a satisfactory answer from Toast and was wondering if anyone else noticed that this happens.  On an average we are missing about 15 tickets per day, it makes no sense to me since Clover recorded all ticket numbers and even ticket numbers that were removed and in Toast a normal opening in the past 2 weeks, we start with order 5, what happened to order 1-4. The answer I received from Toast was that orders may have been voided and/or cancelled. But if no orders were placed and/or taken "what causes order numbers to be missing"

Background: with Clover the staff would remove all items from a ticket (cash tickets) and reuse those ticket numbers throughout the day. You could tell by the time stamp of the ticket and the removed items each day. So, that is why I am concerned about about missing tickets. Good news is, that staff is no longer with the business, and I trust my current staff completely. thanks for any input anyone has.

[Nikhil]

Hello again!

I checked in with the team; any time the order screen is opened on any of your devices, a check is started with the next available number in sequence. If you leave that order screen, the order is canceled, but the next number in sequence is often "claimed" by another device that has opened the order screen, which then skips that check number. The skipped numbers are not reused later in the day, and the system is designed this way to avoid any potential for conflicting ticket numbers. Any ticket in which an order is processed will appear in your list at the end of the day, and if someone voids it out, it will appear in the Voided Order report.

[moleary]

Nikhil, I understand some of what you are saying, however, it does not cover why I start the day with ticket 3, 4 or 5 (this is all done before opening and no orders have been placed), also, sometimes (most times) when my employees clock in the ticket number jumps to ticket 2. Today is a prime example of this, three employees clocked in and we started with ticket 4 for our first order.  I really wish I could get a straight answer about this, I have never worked with a system that for no reason decides to skip tickets number. Another example is on Saturday of last week, we were missing at least 20 ticket numbers and when I looked at least 4 of them were consecutive numbers, meaning, 84, 85, 86, 87. WHY..

This statement is not true If you leave that order screen, the order is canceled, but the next number in sequence is often "claimed" by another device that has opened the order screen  The reason I say this is because I leave the order screen on most mornings to check sales and the ticket number stays the same. I tested this the other day.  Also, the other device has not even been logged into at that time. Make is make sense.  Thank you.

[cindyb0529]

Can anyone explain why I have order numbers with four or five digits that are issued randomly throughout the day?  For example, right now I have 5001, 5002, 8001, 8002, 10001, 10002, 10003, 13001, 13002, 15001, 16001, 16002, 16003, 16004, 21001, 21002 with other "normal" order numbers from 4 - 65??  I've searched through the content but can't find anything that addresses this.  Don't necessarily think it's an issue, per se, but I'd like to find out why this happens.  And it seems to be happening way more regularly since we were "permanently" switched over to the new experience.

[rcmck]

You get those ticket numbers when devices go into offline mode, each device will start with a different number. 

[au79teahouse]

just curious to ask. Is it normal to have devices go into offline mode regularly? Devices go into offline mode for a very brief moment (I guess less than 30 seconds) but it happens almost on daily basis. Our devices are all hard wired except for the handheld.