Group Dispatch: Handling failed orders

What happens when a Group Dispatch order fails

• When a Group Dispatch dispatch fails, all orders within that group can fail together.
• You will be notified that an order expected by a guest has failed.

How you’ll be notified

1. Email notification
   • You will receive an email advising an order has failed and is expected by the guest.
2. MOBI Admin alert
   • In MOBI Admin, a red “Action” indicator will appear:
     • on the Upcoming Orders page, and
     • in Sales Reports.

What to do (recommended steps)

1. Open the order details
   • In MOBI Admin, click the red Action button to review the order.
2. Confirm the guest is expecting the order
   • Remember: the guest was told the order succeeded, so they may already be waiting.
3. Decide how you will fulfill the order
   • At your discretion, you can:
     • Make the order (for example, front-of-house items like drinks), or
     • Enter the order manually into your POS so the kitchen can prepare it.
4. If you cannot fulfill the order
   • If the guest has waited too long or you cannot prepare the items, follow your venue’s process to resolve this (for example: contacting the guest and/or arranging a refund).

Preventing PLU and stock mismatches

• If you update products in MOBI, ensure PLU numbers match your POS.
• If you set an item to out of stock in your POS, also set it to out of stock in MOBI (and vice versa).

POS offline

If your POS is offline, dispatch may fail.

• Ensure you have a strong internet connection.
• Avoid sharing one connection across too many devices during service if possible.

FAQ's

Will MOBI retry dispatch automatically?
Yes. MOBI automatically retries failed dispatches in the background. An order may only show as Failed in Admin after multiple unsuccessful attempts or a few minutes after its expected time.

Why do orders fail?
Common causes include:

• PLU mismatches between MOBI and the POS
• Stock mismatches between systems
• The POS being offline

Why is Group Dispatch different from ASAP or table ordering failures?
ASAP failures can occur while the customer is ordering, so they’re immediately notified if the order fails. With Group Dispatch, the order is scheduled and may initially appear successful before dispatch later fails.

Do I need to act if I receive a failure email?
Yes. It means an expected order may not have reached your POS. Review the order and determine how it should be fulfilled.