Troubleshoot with Online Ordering

[BearlyJay]

Hello, Has anyone experienced trouble with their online orders lately? Customers have been placing online orders on our website and have told us multiple times that the wait time for pick up is an hour. On days that are slow the wait time is still the same or sometimes more. Another issue we are experiencing is customers placing orders ahead before the time we are open and orders not fulfilled or sent to the kitchen until the time of pick up. What can we do?

[rcmck]

Wait time should not change unless you are using a quote time strategy like  kitchen capacity or order price rules. Check your settings under takeout and make sure they are set how you want them. Also check your settings for scheduled orders, you can set to send to kitchen as soon as they are created or send within a certain time range. 

[BearlyJay]

Our settings have not changed for either online wait time, or prep time or when they want to schedule their order. We have it under 30 minutes online.

[nbunda]

Yes, one of my locations is experiencing issues with guests unable to place an online order for the chosen time, but their card still being charged. I've seen a few similar reports lately on Reddit, and it's been suggested that it stems from a glitch in the kitchen capacity rules. I would suggest opening a support ticket for this.

[rcmck]

Good to know, have not had any issues yet, I do use kitchen capacity, but do not use scheduled orders, maybe it is only when in conjunction with that.