Menu, checkout, and order problems

Protect guests and payment state while diagnosing menu or order failures.

For menu issues, capture source, item/category, expected and displayed price/options/availability, import or publish time, and whether the issue is preview-only or live.

For orders, capture order number, restaurant/location, time, displayed state, guest-visible result, payment-provider state, and whether staff received it. Do not include card details.

If diners cannot check out at all, check whether the restaurant paused new orders before treating it as a fault. A pause runs until a set time, up to 24 hours ahead, and clears itself when that time passes; it can also be cleared to resume sooner. If quoted ready times look too long, check whether busy mode is adding minutes.

Rejecting a paid card order refunds it on the restaurant’s own payment account. Confirm the refund actually reached the guest — a rejection that stuck does not prove the refund did.

Never create another paid order, refund, reject, or advance state until the existing payment and order result are known. During service, use the restaurant’s operational source of record and document any manual recovery.