What are some suggested remedies for failed orders?

What are some suggested remedies for failed orders?

To reduce or prevent failed orders at your restaurant, it’s important to understand why failures occur. We recommend reviewing our Failed Orders Reasons article to identify the causes specific to your store. Once you have identified the reason, you can:

  • Take corrective action in-store (e.g., ensure the Point of Sale and GSM printer are powered and online, check network connections).
  • Contact our YUMBI Support Team for further assistance if the issue persists.

Cancelled/Rejected Orders

Below are suggested remedies for common cancellation or rejection reasons:

Reject Order ReasonReject Failure ReasonSuggested Remedy
Unable to DeliverCapacity – No delivery bikes available.Reassign available drivers if possible, or pause online deliveries on the YUMBI Dashboard until capacity is restored.
Too BusyCapacity – Restaurant too busy to take orders.Temporarily pause online ordering, or adjust preparation times. Resume once operational pressure has reduced.
Don’t Deliver to AreaCustomer’s delivery address is out of bounds.Confirm the configured delivery zones are correct. If appropriate, update the delivery area or add exclusion zones.
Food UnavailableOne or more menu items on the order are out of stock.Mark the item as out of stock on the YUMBI Dashboard immediately. Where possible, contact the customer to offer a substitute before rejecting the order.
Load SheddingNo electricity in store.Pause online ordering during the outage. Resume once power is restored. Ensure backup power solutions (if available) are functioning.
Time UnavailableNo time allocated for the delivery of the order.Review and update delivery time slot configuration. Increase slot capacity if operationally possible.
JAM – Please ReorderPaper jam in the printer. Customer must resend the order.Clear the paper jam immediately, test the printer, and ensure paper is loaded correctly. If the order cannot be recovered, request the customer to resend it.

Failed orders on YUMBI Insights

Additional reasons may appear on your YUMBI Insights report for failed orders. These are not always the result of a staff member manually cancelling an order, but may be automatically triggered by the system for reasons outlined in our Failed Orders Reasons article.

Failed Order ReasonDescription / BreakdownResolution / What to Check
Could Not Contact StoreAssociated with the YUMBI Printer.Confirm printer is powered on; Check internet connection; Ensure staff are monitoring orders; Restart printer if necessary.
The Store Is Closed At This TimeOrder placed outside of store trading hours.Verify trading hours configuration.
Delivery Provider Connection FailureDelivery provider did not respond.Customer may retry order; Switch to collection; Escalate to YUMBI support if recurring.
Timed Out Waiting for Store to AcceptStore did not accept order in time.Ensure Point of Sale (POS) is online and monitored; Confirm staff are accepting orders; Contact POS support if required.
Timed Out Checking If Store Is LiveStore status could not be confirmed.Ensure all order devices are online; Confirm POS and printer connectivity.
Timed Out Attempting to Send Order to the StoreOrder transmission failure.Check internet connection; Restart POS; Restart printer or OrderUp device; Confirm network stability.
Jam – Please ReorderPrinter paper jam.Clear paper jam; Ensure till slip is aligned correctly; Confirm printer functionality.
Voucher Redemption FailedVoucher validation unsuccessful.Verify voucher validity; Confirm voucher configuration; Refunds are automatically processed for failed orders; Customer receives SMS confirmation.
Unknown AddressDelivery address could not be validated.Confirm address details with customer; Verify address is within delivery area if required.
​
For POS order timeouts, please contact your Point of Sale provider for assistance with troubleshooting.

For YUMBI Printer order timeouts, follow the steps outlined in our How do I troubleshoot issues with the YUMBI Printer? article.

For assistance with Delivery Tribe, please contact them using these details.

To address YUMBI platform-related issues, please contact the YUMBI Support Team to assist further.

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