This guide covers the most common order issues partners encounter, from orders not appearing on your device to refunds and third-party delivery order problems.
Warning: If an order does not appear on your device or in your dashboard, do not prepare it, even if the customer shows you a charge on their end. Payments can remain in a pending state and may not have been successfully processed. An order appearing on your device or dashboard confirms that payment was successful. If it's not showing, the payment has not gone through.
Find the scenario that matches your situation below.
Order Not Appearing On My Device
If a customer placed an order but it's not showing up on your register or tablet, work through the following checks in order.
1. Check Your Internet Connection
Orders placed through the Snackpass app or online ordering will not appear on your device until your internet connection is restored. During a network outage, only orders created directly on Register 2.0 in offline mode will be visible.
If your internet is down, we strongly recommend pausing online ordering to prevent new orders from coming in while your device is offline. You can do this from any device with internet access via your Snackpass Dashboard under Store > Orders.
Once your connection is restored, orders that were placed during the outage will sync automatically. See the WiFi troubleshooting article for steps to restore your connection.
2. Check If The Order Is Waiting To Be Accepted
If your store is set to manually accept orders, incoming orders stay in a Pending state until you select a prep time. The order will not move to the KDS or printers until it is accepted.
To accept a pending order, open the Orders tab on your device, select the order, and choose an estimated prep time. If you'd prefer orders to be accepted automatically, you can enable auto-accept:
SnackOS 1.0 / 2.0: Go to Settings > Back of House > Order Flow and toggle on Auto Accept.
Orderhub (Legacy): Go to the Settings tab > Auto Accept and toggle the feature on. You will be asked to set a default pickup time.
3. Check Your Dashboard Order History
Even if an order isn't visible on your register or tablet, it may still be recorded in your dashboard. Go to Store > Orders in your Snackpass Dashboard to view your complete order history. If the order appears there but not on your device, a connection or sync issue is most likely the cause.
Third-Party Delivery Order Not Appearing
If you're integrated with a third-party delivery platform (such as Uber Eats, DoorDash, or Grubhub) via Deliverect, there are a few key differences to be aware of:
3P orders are auto-accepted. Unlike Snackpass orders, third-party delivery orders do not require manual acceptance, they move directly to In Progress.
3P orders are labelled differently. They appear with a "3P" label and a two-letter code indicating the delivery platform (e.g. UE for Uber Eats).
If a 3P order is missing entirely, the issue is most likely on the delivery platform's side. Check the delivery platform's own dashboard to confirm the order was placed, then contact Snackpass support so we can follow up with Deliverect on your behalf.
Order Stuck Or Showing Incorrect Status
If an order is stuck in pending or showing an unexpected status, try the following:
Restart the Snackpass app on your device.
Check your internet connection, a poor or dropped connection can prevent order status from updating.
If your device was offline and is now reconnected, wait a moment for orders to sync. Offline orders will update from pending to either paid or failed once the connection is restored.
If the order shows as failed after reconnecting, the payment did not process successfully and the order will not appear in your dashboard.
Order Stuck After Payment
In some cases, Register 2.0 may stop responding or appear stuck after a payment has been processed.
If this happens, you can safely recover the order and continue the checkout process without starting over.
To complete the order:
Restart the SnackOS 2.0 app.
Open Register 2.0 again, and go to Orders and locate the affected order.
The order may still appear as unpaid. Select Pay to reopen the checkout screen.
If the payment was processed successfully, the Remaining balance will display $0.00.
Select Complete Order to finish the transaction.
Note: If the Remaining balance is $0.00, the payment has already been processed successfully. The payment methods will be unavailable, and Complete Order will be the only available action.
This recovery flow is built into Register 2.0 so you can continue checkout if the app is interrupted during payment processing.
How To Refund An Order
Note: An order can only be refunded once. If an order has already been partially refunded, it cannot receive a full refund or an additional partial refund. Make sure you confirm the full adjustment the customer needs before processing.
Full Refund
To issue a full refund, open the order on your device and select the Refund / Adjust Price button. Select a reason for the refund and confirm. The customer will be notified automatically that their order has been refunded.
Partial Refund
To issue a partial refund, select the specific base item or add-on you want to refund, then confirm. Note that a partial refund cannot exceed the price of the selected item or add-on, for example, you cannot give a $5 refund on a $3.50 item.
Third-Party Delivery Order Refunds
Refunds and upcharges for third-party delivery orders (Uber Eats, DoorDash, etc.) cannot be processed through the Snackpass dashboard. You must handle these adjustments through the delivery platform's own dashboard.
Need Further Adjustments?
If you need an adjustment that goes beyond what's available through the refund tool, or if the order has already been refunded and an additional change is needed, contact Snackpass support. We can assist with cases that require manual intervention.
Offline Orders | What to Expect
Register 2.0 is built with offline-first functionality, meaning you can continue taking orders during a network outage. Here's what to expect:
Offline orders will appear as pending on the device while connectivity is down.
Once your internet is restored, orders will sync and update their status to paid (payment succeeded) or failed (payment did not go through).
Only successfully paid orders will appear in your Snackpass Dashboard.
Orders placed through the Snackpass app or online ordering during an outage will not appear on your device until connectivity is restored, this is expected behaviour.
If you have any questions or encounter issues with your orders, feel free to reach out to our Snackpass partner support team. You can contact us via live chat in your partner app, by phone at 866-868-2146, or through email at [email protected].