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Failed Arch Orders

Updated

 

  1. Login to Arch and select ‘Orders’ from the left-hand side.
  2. Find the Order that has failed and select ‘View’.
  3. Look for the ‘Till Integration’ section, this will give you an order status and a reason. (See below screen shot).

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There are multiple Reasons an order can fail.

  1. ‘The specified business location doesn't accept online orders at the moment’.
  • Check the opening times on Arch
  • Check the Online ordering is enabled on the tills. (Follow the below steps).

V3 (iKentoo 3.0): Find the "Pencil" on your Integration Device often this is the "Master Till"

 

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Make sure this is set to "Enabled", it should change to a "Green Colour"

 

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V4 (Lightspeed K): Click on the 4 Dots

 

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Click on the "Shopping bag"

 

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Check if Online orders are "Accepted" or "Disabled"

 

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  1. ‘The payment amount is greater than the amount due’
  • Check the tills have been reloaded
  • Check all the items and modifiers in the order exist in Lightspeed (If they don’t exist: Create the item, Add it to the menu, Reload the tills and then add to the menu on arch).

 

  1. ‘No such item id: null, sku: null’
  • This means an item in the order doesn’t have a remote SKU or doesn’t exist in Lightspeed.

To check if an item has a remote SKU go to ‘Product’s on Arch, find the item in question, Select edit on that item and scroll down to the ‘Integration Data’ Section.

 

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To check if a modifier has a remote SKU follow the same steps to find the item/ sequence, then select ‘Modifiers’. You will then need to select ‘Show more details’, from here you will be able to check if the modifier items have a remote SKU. If the item doesn’t have a remote SKU it has been created in Arch and needs to be removed and creating in Lightspeed.

 

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  1. ‘Not processed before timeout’
  • Check the master till is online
  • Make sure a till is linked in the online ordering API section on Lightspeed.

                              

To Check a till is linked to the online ordering go to Integration > Online Ordering and scroll down to the ‘Online Order API’ section. You need to make sure the correct device is selected in the ‘Devices Allowed to receive order’s section.

 

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