Order issues and resolution
Learn what triggers each type of order issue and how to resolve them from the order detail page.
What are order issues?
Order issues are flags VoiceCraft attaches to an order when something needs your attention. They appear as alerts near the top of the order detail page. Owners and Admins also receive a notification in the notification bell when a new issue opens.
Issue types
Issues are labelled by type in the alert header. The table below explains what each type means in plain terms.
Issue type | What happened | Why it needs attention |
|---|---|---|
ITEM_UNAVAILABLE | A menu sync found that an item on this order is no longer available in your catalog. | The customer ordered something you can no longer fulfill as placed. |
POS_SUBMIT_FAILED | The order could not be sent to your POS after all automatic attempts. | Your kitchen has no record of this order. It needs manual handling. |
MENU_CHANGED | A menu sync updated the price of an item already on this order. | The customer agreed to a price that is no longer accurate. |
CUSTOMER_UNREACHABLE | An automated attempt to contact the customer failed. | Manual follow-up may be needed. |
Where issues appear
Open any order and look for the alert banners near the top of the detail page, below the action buttons. Each open issue shows its type, a description of what happened, and a resolution picker.
Resolve an issue
Open the order detail page for the affected order.
Find the open issue alert.
Choose a resolution from the picker:
Substituted: You replaced the unavailable or changed item with an alternative.
Canceled: You canceled the order or removed the affected line.
Accepted by customer: The customer agreed to proceed as-is (for example, they accepted a price change or a substitution you proposed).
Resolved manually: You handled the situation by another means.
Optionally add notes to document what you did.
Click Resolve.
The issue closes and is logged in the order timeline. It no longer appears in your open queue.
What to expect
Resolving an issue closes the flag. It does not automatically change the order status. You still need to take the appropriate follow-up action: updating the order in your POS, contacting the customer, or advancing the order manually.
Troubleshooting
An ITEM_UNAVAILABLE issue opened but the item is still in my POS. There may be a short delay between your POS and VoiceCraft's last sync. Confirm the item is currently published in your POS catalog, then resolve the issue manually with a note.
A POS_SUBMIT_FAILED issue appeared but the order is already in my POS. A later retry may have succeeded before VoiceCraft could confirm it. Check your POS for the order. If it is there, resolve the issue as "Accepted by customer" and add a note.
Issues are opening on every order. This usually means your POS connection has an ongoing sync problem. Go to Integrations (avatar menu, bottom-left) and check whether the POS card shows a Sync error.
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