A table order has not reached Square or the kitchen

In short: open the order in Ordering › Orders and read its Dispatch row. It shows whether the order reached each Square till.

Find the order

1. Go to Ordering › Orders, then choose your venue.
2. Set the channel to Table ordering, then search for the order.
3. Using dates? Click Filters and set Filter dates by to Date placed.
4. Click the order's row and scroll to Dispatch.

Dispatch shows a Square order number

The order is in Square. Search for that number in Square. If the kitchen screen still has nothing, check its set-up in Square.

Dispatch shows Failed, or a red message

The red message under the row says why the till did not take it. Note it, take the order on the till by hand, and email support with it.

The guest's screen shows Cancelled for a failed ticket.

Dispatch says Not dispatched to a till.

The order was never sent. Check the guest saw Order confirmed. If they did, email support.

No order at all

The guest did not finish checkout. Ask them what message they saw. See what guests see when ordering.

Check it worked

Place a test order from your own phone. Its Dispatch row should show a Square order number.

If that does not fix it

Email support at agent@stampede.ai with:

• The order reference and venue.
• A screenshot of the Dispatch block.
• The time the guest ordered.

Good to know

• There is no resend button. Take the order on the till by hand while support looks.
• A food hall order has one Dispatch row per till. See several Square accounts.
• FOH and IT cannot see Ordering or Square POS.