Troubleshoot Delivery Management Order Errors

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Description: Learn to identify common errors in Delivery Management orders, understand the reasons behind them, and follow step-by-step instructions to resolve each issue quickly.

Important: Delivery Management is not generally available to merchants in the United States. If you're a US merchant looking for delivery solutions, explore the delivery integrations available in the Marketplace.

Delivery Management Order Errors


Order Error	Merchant Facing Reason (what they get in the email)	Error Reason & Potential Issues	Resolution
ORDER VALIDATION FAILED	Order validation failure occurred. An invalid cart was submitted.	Some POS partners offer their order validation service apart from Delivery Management. If the POS validation of an order fails, this error will be raised. The POS will provide the error details.	Along with this error, is the POS provided order validation reason why the error has occurred. These details will be available in the “Additional Details” section of the email notification. If no details are available, please reach out to POS support.
POS REFERENCES INCORRECT	Unable to resolve order item references	Items can be organized under one or more categories, and modifiers can exist for more than one modifier group. Some POS systems are very strict when it comes to the hierarchy of references of a particular modifier group or item. If a change is made on the POS, and the catalog becomes out of sync with the Delivery Management catalog while an order comes in, this error may occur.	Resync Delivery Management with POS. Publish the Delivery menu to the 3rd party apps. If issues persist, reach out to POS support.
ITEM NOT IN DELIVERY MANAGEMENT	An item ordered is missing.	The item ordered does not exist on [Steam]. Somehow an item exists on the third party platform and was ordered. This may occur if another integration system may have published a menu to the third party, or if the menu on Delivery Management was never published.	Resync Delivery Management with POS. Publish the Delivery menu to the 3rd party apps.
ITEM NOT IN POS	Item on the order not found on the POS.	The item does exist on Delivery Management, but missing on the POS. Potentially, an edit was made on the POS to remove an item, but the edit was not synced with Delivery Management and the 3rd party apps.	Resync Delivery Management with POS. Publish the Delivery menu to the 3rd party apps.
PRICE MISMATCH	The price of an ordered item is less than the POS price	Delivery Management runs order validation upon receiving an order. It checks the item prices and the cart totals. If the price of an item comes through less than that of the POS price, this error will occur. Note, an item in an order may be more than or equal to the POS price, but may NOT be less. This error may have occurred when the POS price was adjusted, but the price information did not reach Delivery Management.	Resync Delivery Management with POS. Publish the Delivery menu to the 3rd party apps.
OUT OF STOCK	The ordered item is out of stock on the POS.	If an item has stock tracked by the POS, and it has reached 0.	If the item is to be tracked by the POS for stock, then the item stock needs to be refilled or the item should be set to unavailable. Otherwise, stock tracking should be disabled for the item on the POS (if applicable).
QUANTITY UNAVAILABLE	The ordered item has low availability on the POS.	If an item has stock tracked by the POS, and the ordered item quantity is greater than the remaining stock that is currently stored on the POS, this error will occur.	If the item is to be tracked by the POS for stock, then the item stock needs to be refilled or the item should be set to unavailable. Otherwise, stock tracking should be disabled for the item on the POS (if applicable).
PAYMENT DECLINED	Customer payment method was declined.	The customer used an expired card or a fraudulent card.	No action. The customer must provide another form of payment.
INELIGIBLE	Customer data provided is not suitable for order processing	In some case, the customer provided incomplete data for the order. The customer may have provided an in valid phone number or email in regards to an order. Most common for delivery orders.	No action. Customer is required to fix the submitted data for the order.
UNKNOWN	Unknown order failure	Unknown	Contact POS support if this is a consistent issue.
FAILED CREATE DELIVERY	Delivery creation through delivery service failed.	Few potential causes. Delivery fulfillment services are not the correct setup for the merchant on Delivery Management. Order may be missing key pieces of information necessary to create a delivery. The delivery service may have crashed temporarily.	The determination of which particular issue may have caused this will be present in the “Additional Details” section of the alert. The merchant must fix the required information on Delivery Management to enable delivery. No action. A 3rd party or the customer may be at fault. If persistent, contact the POS support team.
FAILED CREATE ORDER	There was an issue with the POS not accepting the order.	Few potential causes. The delivery address from the 3rd party app was missing or insufficient. Delivery address was attempted to be resolved but was unsuccessful. The POS could not accept the order.	The determination of which particular issue may have caused this will be present in the “Additional Details” section of the alert. Notify the 3rd party. Notify POS support for now. (improving this) Entirely POS dependent. Details should help navigate whether this is a “No action” resolution or a particular POS issue. If the problem persists, then contact POS support.
FAILED CANCEL ORDER	Failed to cancel the order on the POS.	This is an error stemming from the POS. The POS servers have crashed. Delivery Management is unable to communicate with their servers. The order is locked, if order locking is a feature of that POS.	Contact POS support.
RESTAURANT CLOSED	Restaurant is closed.	The time of the order conflicts with the merchant's scheduled hours. This may also occur if the store is temporarily paused.	Verify if the store should stay paused. To make sure the hours are up to date, verify hours on Delivery Management and POS. Resync Delivery with POS. Publish the Delivery menu to the 3rd party apps.
NO CAPACITY		N/A - not used yet by Delivery Management. Eventually, this will be the resulting error of order throttling / a restaurant is too busy.
NO COURIER AVAILABLE		There is no driver available to deliver the order.	No action.
PROMO EXPIRED, PROMO NOT APPLICABLE, PROMO NOT RECOGNIZED, PROMO ORDER INELIGIBLE,PROMO USER INELIGIBLE		N/A - not used yet by Delivery Management.
OUT OF RANGE		The delivery is out of the predetermined range.	No action. Determine if you want to extend the range of delivery.
REQUIREMENTS NOT MET	The minimum order requirements have not been met	A minimum cart value must be attained before an order may be confirmed.	No action.
DSP ORDER EXPIRED	Order has expired	Delivery Management will confirm an order when it can. If it cannot, this may be due to a 3rd party system that is temporarily down and unresponsive.	If this issue persists for a particular 3rd party, contact 3rd party support. If it occurs for various 3rd parties, contact POS support.
MERCHANT CANCELED	Merchant has canceled the order	The order was canceled either via Delivery Management or the POS.	If considered a mistake, look into adding roles in Delivery Management to remove certain privileges from other users.