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Why is room service not receiving orders

Overview

After completing the room service setup, guests might be able to see the menu in the app but be unable to place an order. This issue is most commonly caused by a product configuration error.

The most common configuration error is that products in the room service catalog have not been assigned a price. Guests cannot place an order for a product if it does not have a price.

Step by step guide

To check the catalog configuration and assign prices, follow the steps below for the type of catalog you are using.

Option 1: Regular catalog.

If a PDF or linked catalog is in use, guests cannot order from the app. Only a manual catalog allows guests to place orders. To review the price in a manual catalog, follow these steps:

  1. Go to Content > Services > Room service.
  2. Select the room service with the issue, then go to the Catalog tab.
  3. Click the Edit icon (pencil) to open the product editor.
  4. Find the Price field. If it's empty, enter a price.
  5. If a catalog widget is in use, check its variations and ensure all options also have an assigned price.
  6. Repeat this process for any other products that may be missing a price.

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For more information on the complete regular catalog configuration process, visit this link for the step-by-step guide.

 

Option 2: Advanced catalog

If an external catalog is in use, guests cannot order from the app. Only a manual catalog allows guests to place orders. To review the price in a manual catalog, follow these steps:

  1. Go to content > services > room service.
  2. Select the room service with the issue, then go to the Advanced catalog tab.
  3. Go to the Products tab.
  4. Click the Edit icon (pencil) to open the product editor.
  5. Find the Pricing section and locate the Price title and Price fields. If the price is empty, enter a price.
  6. If you have used the Add price option for different portions, ensure those prices are also assigned.
  7. Repeat this process for any other products that may be missing a price.

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Need further assistance?

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