Website / Online Orders – Complete Troubleshooting Guide

Overview

Website and online order issues are high-priority and customer-facing, as they directly impact end customers placing orders through the florist’s website.

Any failure in this flow can result in:

• Lost orders and revenue
• Payment disputes or confusion
• Poor customer experience and trust issues

? Unlike POS issues, these involve external customers, making them more sensitive and time-critical.

Why This Matters (Support Context)

Online order issues are often urgent and high-impact because:

• The florist may not even be aware of the order
• Customers may already have completed payment
• Delays can affect same-day or time-sensitive deliveries

? Key Insight:
Most issues are not actual “missing orders,” but are caused by:

• Sync delays between website and POS
• Payment not being completed
• Filters hiding orders in POS
• Temporary API or communication delays

Common Scenarios Reported by Florists

Florists may describe website issues in different ways:

• “Online order not showing in POS”
• “Customer placed order but we didn’t receive it”
• “Website checkout failed”
• “Customer says they paid, but we don’t see the order”
• “Online orders are delayed”

Root Cause Categories

1. Sync Delay Between Website and POS

• Order created but delayed in appearing in POS
• Temporary lag in system communication

2. Payment Failure or Timeout

• Customer did not complete payment
• Payment failed during checkout

3. Website Integration Issues

• Incorrect or incomplete integration setup
• Mapping issues between website and POS

4. API / Communication Issues

• Temporary service disruption
• Data not transmitted properly

5. Filter / Visibility Issues in POS

• Incorrect date range
• Order status filters hiding results

Step-by-Step Troubleshooting Process

⚠️ Always verify order existence and payment status before assuming a system issue.

Step 1: Confirm Order Details (Critical First Step)

Ask the florist:

“Do you have the customer name or order number?”

Also collect (if available):

• Customer phone number
• Order date/time
• Order amount

? Why this matters:
Accurate details are required to locate the order reliably.

Step 2: Search for the Order in POS

• Search using:
  • Customer name
  • Phone number
  • Order number
• Check:
  • All order statuses (Open, Completed, Pending)
  • Correct date range

? Important:
Many “missing orders” are simply hidden due to filters.

Step 3: Verify Payment Status

Ask:

“Was the payment successfully completed on the website?”

If Payment is NOT Completed:

• Order will not be created in POS
• Explain this clearly to florist

If Payment is Completed:

➡️ Proceed to next steps (high-priority case)

Step 4: Refresh and Re-sync

• Refresh POS dashboard
• Log out and log back in
• Retry searching for the order

? Why this works:
Ensures latest data sync is reflected in the system.

Step 5: Account for Sync Delay

Explain to florist:

“Sometimes online orders may take a few moments to sync into the POS.”

• Wait for a short duration (1–2 minutes)
• Retry search

? Note:
Short delays are normal during peak times or network latency.

Critical Scenario: Payment Completed but Order Missing

? High-priority / urgent case

Steps to Follow:

1. Reconfirm payment status
2. Search using all available details
3. Check all filters and order statuses
4. Refresh system and retry

If Order Still Not Found:

➡️ Escalate immediately

? Why this matters:
This may indicate:

• Sync failure
• API issue
• Data transmission failure

Additional Scenarios

Website Checkout Failed

Possible causes:

• Payment gateway issue
• Network interruption
• Customer session timeout

✅ Action:

• Ask florist to confirm with customer
• Retry order if needed

Multiple Online Orders Missing

? Indicates possible system-wide issue

✅ Action:

• Check if issue is affecting multiple florists
• Escalate immediately

Delayed Online Orders

Possible causes:

• Sync delay
• Network latency

✅ Action:

• Wait briefly
• Refresh system
• Monitor pattern (single vs multiple cases)

Best Practices for Support Agents

• ✅ Always confirm payment status first
• ✅ Always perform search before assuming missing order
• ✅ Check filters and date range thoroughly
• ✅ Communicate clearly about sync delays
• ❌ Do NOT assume system issue without validation
• ❌ Avoid delaying escalation in payment-confirmed missing orders

Escalation Guidelines

Escalate immediately if:

• Payment is confirmed but order is not found
• Multiple online orders are missing
• Website sync appears to be failing
• API/integration issue is suspected

? Include in escalation:

• Florist ID
• Customer name and details
• Order amount and time
• Payment confirmation details
• Screenshots (if available)

FAQ Section

Q1: Customer paid but order is missing—what should I do?

This requires immediate investigation. Support will verify and escalate if needed.

Q2: Why are online orders delayed?

Possible reasons:

• Sync delay between website and POS
• Network latency

Q3: Why is the order not showing in POS?

Common reasons:

• Payment not completed
• Filters hiding the order
• Sync delay

Q4: Can orders be lost during sync?

Rare, but if suspected, must be escalated immediately.

Support Agent Script (Standardized)

Opening

“Let me check that order for you right away.”

Information Gathering

“Could you please share the customer name or order number?”

Payment Confirmation

“Do you know if the payment was successfully completed?”

Guided Troubleshooting

“Let’s search for the order and check all filters to make sure it’s not hidden.”

Reassurance

“If the payment was successful, we’ll make sure the order is located or escalated immediately.”

Closure (Resolved)

“The order is now visible. Please proceed with processing it.”

Closure (Escalation)

“Thanks for confirming. I’ll escalate this right away to ensure the order is recovered.”