This guide will cover Defective Orders, how they may occur, and how we may resolve them.
What is a Defective Order?
- This is an order on a device in the SkyTab Venue App that is unable to sync to Canopy 2.0, they should be infrequent and are due to a menu having been updated in Canopy 2.0 or Inventory Management system (e.g. items deleted) but those updates have not been synced to the device.
- For example, an order contains Fountain Soda for $3.00 and has already been processed and closed out, but that item had changes made to it in Canopy that had not synced to the device before the order was processed.
- You have made a change to that item on the menu(s) that contains Fountain Soda for $3.00. This change can be the Item Name, Price, SKU, or the item was removed from the menu(s) altogether while still in service.
- This in turn creates Defective Orders on devices that had not received the change from Canopy 2.0.
- You have made a change to that item on the menu(s) that contains Fountain Soda for $3.00. This change can be the Item Name, Price, SKU, or the item was removed from the menu(s) altogether while still in service.
- For example, an order contains Fountain Soda for $3.00 and has already been processed and closed out, but that item had changes made to it in Canopy that had not synced to the device before the order was processed.
How Can I Identify a Defective Order?
- In the SkyTab Venue POS App under the Orders Page, you can identify Defective Orders by scrolling through the orders list to locate them, or under the Sales Report you can view the total count under “Defective Orders Unable to Sync.”
Note: In rare circumstances, Defective Orders will not show in the orders list, but you will see a total count under the Sales Report. In these instances, you should contact venuesupport@shift4.com for assistance.
How Can I Fix a Defective Order?
- First, we must identify the item(s) within the order(s) that caused the Defective Order to occur on the device.
- If there are several Defective Orders on a device we can identify the problem item by looking into each order and finding the item that trends throughout each one.
- For a single Defective Order, we should identify if any items in that order had changes made to them or were removed from the menu.
- If there are several Defective Orders on a device we can identify the problem item by looking into each order and finding the item that trends throughout each one.
- After we have identified the item(s) in question we should then undo any changes we made to them (e.g. re-add deleted items) and then on the POS “Refresh Config” and “Sync Network Data” under the top left “Hamburger Menu” on the device.
- After completing this, navigate back to your Defective Order(s) individually select them, and manually sync them one by one.
Note: Syncing all orders will not sync your Defective Orders, they have to be synced individually under the order to successfully sync after undoing any item changes.
- As long as the correct item changes were undone then your order(s) should successfully sync and be removed from the Defective Order flag.
- If you go to sync your Defective Order(s) and they are still failing then you may contact venuesupport@shift4.com for further assistance.
Need Help? We’re Here for You!
For assistance with SkyTab Venue, reach out to our support team:
- 📞 Phone: 877.559.4225
- 📧 Email: venuesupport@shift4.com
Our support team is available to help with any questions or issues you may have.
📢 System Status: Stay updated on service availability and incidents by visiting our Status Page.
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