Order Issues – Troubleshooting Guide (Hana POS)

Modified on Tue, 31 Mar at 8:31 AM

Overview

Order-related issues are the highest volume support category in Hana POS and have a direct impact on business operations and revenue. Any failure in order creation, submission, or visibility can result in:

Lost sales
Delayed deliveries
Poor customer experience
Increased florist frustration

This guide provides a systematic troubleshooting approach for support agents to quickly diagnose and resolve order-related issues with minimal disruption.

Why This Matters (Support Context)

Unlike other issues, order problems are time-sensitive and revenue-critical.

? A delay of even a few minutes can:

Affect same-day deliveries
Cause duplicate orders
Lead to customer complaints

? Important Insight:
Most order issues are caused by:

Missing required data
Payment not being completed
UI/session-related issues
Filters hiding existing orders

Common Symptoms Reported by Florists

Florists may describe order issues differently. Identify the exact scenario:

Order not submitting
Order not saving
Order missing from dashboard
Card message missing from order
Wire order not sending
Payment completed but order not visible

Root Cause Categories

Understanding the category helps speed up resolution:

1. Data/Input Issues

Required fields missing
Invalid or incomplete delivery details

2. Payment Issues

Payment not processed
Payment failed or interrupted

3. UI/Session Issues

Page not refreshed
Session timeout
Browser-related glitches

4. Filter/View Issues

Incorrect date range
Wrong order status selected

5. Configuration Issues

Wire service setup incorrect
Missing florist codes

Step-by-Step Troubleshooting Process

⚠️ Always identify the exact symptom before proceeding.

Scenario 1: Order Not Submitting

This is the most common issue and usually related to missing data or incomplete actions.

Step 1: Verify Required Fields

Ask the florist to confirm:

Customer Name is entered
Phone Number is provided
Delivery Address and details are complete
At least one product is added to the order

? Why this matters:
Hana POS prevents submission if any mandatory field is missing.

Step 2: Confirm Payment Status

Ask: “Did the payment go through successfully?”
Check if:
- Payment method is selected
- Transaction is completed

? Key Insight:
Orders will not submit if payment is incomplete or failed.

Step 3: Refresh and Retry

Refresh the page
Re-enter missing details (if any)
Try submitting again

Step 4: Check Internet Connection

Ensure stable connection
Ask florist to retry after reconnecting

Scenario 2: Order Not Saving

This usually indicates a temporary UI or browser issue.

Steps:

Ask florist to click Save again
Refresh the page
Try in Incognito/Private mode

? Why this works:
Incognito mode eliminates browser cache or extension conflicts.

Scenario 3: Order Not Showing in Dashboard

In most cases, the order exists but is hidden due to filters.

Step 1: Check Date Filters

Ensure correct date range is selected
(e.g., Today vs All Orders)

Step 2: Check Order Status Filters

Verify status:
- Open
- Completed
- Cancelled

? Orders may be saved under a different status than expected.

Step 3: Search for the Order

Use customer name
Use phone number
Use order ID (if available)

? Important:
Always search before assuming order is missing.

Scenario 4: Card Message Missing

Possible causes:

Not entered during order creation
Not saved properly
Display/printing configuration issue

Steps:

Open the order and verify if message exists
Re-enter and save if missing
Check printing configuration (if issue is only during printing)

Scenario 5: Wire Order Not Sending

Wire orders involve external configuration, so validation is critical.

Step 1: Verify Florist Code

Ensure correct recipient florist code is entered

Step 2: Check Wire Configuration

Confirm wire service is properly set up in Hana POS

Step 3: Confirm Payment Completion

Ensure payment is successfully processed

? Important:
Wire orders will fail if any of the above conditions are not met.

Critical Scenario: Payment Successful but Order Missing

This is a high-priority case.

Steps:

Search order using:
- Customer name
- Phone number
Check all filters (date + status)
Ask florist to log out and log back in

? If still not found:
➡️ Proceed to escalation immediately

Best Practices for Support Agents

✅ Always verify required fields first
✅ Always confirm payment status
✅ Always check filters before concluding order is missing
✅ Use search function proactively
❌ Do NOT assume system issue without validation
❌ Avoid immediate escalation without basic checks

Escalation Guidelines

Escalate ONLY IF:

Order is not submitting despite all valid data
Payment is successful but order is not found anywhere
Wire order fails despite correct configuration
Multiple florists report similar issue

? Include in escalation:

Florist ID
Order details (customer name, amount, time)
Screenshots (if available)

FAQ Section

Q1: Why is my order not submitting?

Usually due to:

Missing required fields
Payment not completed

Q2: Why did my order disappear?

Most likely:

Filter issue
Session timeout
Order saved under a different status

Q3: Why is my order not showing in dashboard?

Typically due to:

Incorrect date filter
Wrong order status

Q4: Why is my wire order not going through?

Possible reasons:

Incorrect florist code
Wire configuration issue
Payment not completed

Support Agent Script (Standardized)

Opening

“I understand you're having trouble with the order. Let’s quickly check a few things together.”

Validation Step

“Can you confirm if all required fields like customer name, phone, and delivery details are filled?”

Payment Check

“Did the payment go through successfully?”

Guided Troubleshooting

“Let’s refresh the page and try submitting the order again.”

Missing Order Handling

“Let’s check the filters and search for the order using the customer name.”

Closure (Resolved)

“Everything looks good now. Please try placing the order again.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this so we can get it resolved as quickly as possible.”