OLO Rails Troubleshooting Guide

Uber, DoorDash, or Postmates orders aren’t showing on the KDS

Step 1: Confirm the location was scheduled to be onboarded with Rails. 

If the location was not onboarded, orders will continue to flow to the tablet until onboarded. 

If the location was onboarded, move to step 2.

Step 2: Confirm the location has attempted orders from the vendor in question. 

For Uber and DoorDash, please have the store confirm if there are orders on the tablet that have not appeared on the KDS. Please note, future orders will not fire to the KDS or show up on the Olo Expo tablet until 10-15 minutes prior to driver arrival time.  

When Rails is enabled, the Postmates Tablet will no longer work. Please refer to the order manager link below to log in and see incoming orders for Postmates.  These can be accessed on smartphones, tablets or computers.  Postmates also has the capability to turn on “phone ordering” where Postmates calls the store to place the order for the customer.  Not ideal for our locations but an option.

DoorDash

Uber

Postmates

If the location has not received any orders, orders will not show on the KDS. Please wait until an order has been submitted to verify if it shows on the KDS.

If the location has received orders, move to step 3.

Step 3: Confirm the order did not come to the POS. 

Log in to the Brink Portal and navigate to Orders > Search Orders

Filter by the location and date.

Use filters in the search result to filter by destination = Delivery – Third Party

Audit the search results to determine if the order is in the POS

If the order is in the POS, then there is no issue. 

If the order is not in the POS, report the issue to support@charleys.com with the following information:

• Store ID
  
• Vendor (Postmates, DoorDash, or Uber)
  
• Detailed Description of Issue