FAQs

Frequently Asked Questions

If you’ve got questions, we’ve got answers. If you can’t find it, feel free to ask us below.

General Questions

Aperitif 

  • Aperitif is an application built to allow restaurants and groups to review orders and sales across multiple locations in their groups or individual locations for single stores and managers.

Dejeuner 

  • Dejeuner is the Chowly menu editing, copying, and publishing tool that was developed internally to drastically reduce the amount of time necessary to edit menus. It includes functionality for copying menus across partners and different TooS.

Garcon

  • Garcon is the lite testing site that helps send a test order to the location’s POS. 

POS SDK 

  • The Chowly SDK (Software Development Kit) is a set of  tools that empowers our partners to connect with Chowly’s robust platform. It is a set of endpoints that allow POS partners to send Chowly menus to be disseminated amongst third party delivery sites that integrate with Chowly and have those orders pushed back directly to the POS. 

POS Sync

  • Specialised integrations have been built with specific POS Partners that allow a menu to be created within the POS and have it seamlessly sync through Chowly and to the TOOS without any manual intervention required. 

TOOS 

  • TOOS (Third Party Online Ordering Systems) are delivery service partners like DoorDash, UberEats, Postmates, GrubHub, etc. 

There are 3 places Chowly can use in your Toast backend to control your 3rd party hours:

1. Menu Availability
2. Marketing Hours
3. Online Ordering Schedule

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1. Menu Availability

Why set the hours here?
Clients set the hours via menu availability when they wish for their 3rd party hours to not match either their Toast Online Ordering hours or their hours listed in the Marketing section. 

Step 1: Please navigate to the menu(s) that Chowly is synced with in your Toast backend. 
Step 2: Scroll down to “Advanced Properties”. 
Step 3: Set the menu’s hours under “Availability”.

Availability correct.png
(Image 1)

The above image (Image 1) shows how to correctly set your menu hours in the Menu Availability section. The below image (Image 2) is an example of incorrectly set hours. 

Incorrect availability.png

(Image 2)

Please note, if your hours look like the image above (image 2), your hours will default to your Marketing section. 

Step 4:  Click Save/Publish

2. Marketing Hours

Why set hours here?
Clients may choose to utilize the Marketing Hours section of their Toast backend to control their 3rd party hours for a variety of reasons. The Marketing section allows you to set a more complicated schedule, such as split hours. If your hours on the menu level match Image 2, then your hours will default to the marketing section. 

Step 1: Navigate to your Marketing section in your Toast backend. 
Step 2: Click “Hours/Services”.
Hours_Services.png
(Image 3)

Step 3: Set Hours.
Step 4: Click Save/Publish.

3. Online Ordering Schedule

Why set hours here?
Client can choose to have their 3rd party hours controlled by this section within their Toast if they would like their 3rd party hours to match their Toast’s Online Order Menu hours. This cuts down on places where hour updates need to be made if a client has both Chowly’s Toast Sync and Toast Online Online Ordering. 

Step 1: Navigate to “Other Setup” in your Toast backend. 
Step 2. Click “Online Ordering Schedule”
Online Ordering Schedule.png
(Image 4)

Step 3: Set your hours in the “Online Ordering Hours” section.
Online Ordering Hours.png
(Image 5)

Step 4: Hit Save

*Please Read* Important things to keep in mind: 

  • If your Toast is set with both Delivery and Takeout & Curbside hours, DoorDash and UberEats will reflect the Delivery hours.
  • If changes are made to the hours in the Online Ordering section without any other menu change, a manual resync will be required. Please reachout to our Support team to complete a manual resync to the 3rd parties. 
  • If you were previously utilizing either Menu Availability or the Marketing section for your 3rd party hours and would like to make a change to the Online Ordering Hours, please reach out to our Support team. We need to update our internal system with that change in order to read those new hours. 

For more information, please read this Toast Online Ordering Hours article.  

This article will explains how to make pre-selected or default modifiers possible by using a “workaround” method, and why Chowly customers using Revel need to do this. 

Why is There a “Workaround” for Default Modifiers? 

Some restaurants want the standard ingredient list of a food item to be set on third party menus as pre-selected modifiers. This way, their customers can de-select any ingredients they do not like when ordering that food item. 

Because of how Revel’s software and Chowly’s software interact, modifiers are unable to appear on a third party menus as pre-selected. Therefore, we must set up a “workaround” in order to offer your online customers the freedom to modify their orders in this way.

The Workaround: Put “No” in Front of Each Modifier 

Instead of every single modifier appearing pre-selected, you will need to put the word “no” in front of the modifier (i.e. “no onion,” “no cucumber”). This means that tickets will print to your kitchen with the product name and then a list of “No Onion,” “No Cucumber,” or “No” of whatever other ingredients your customer would like to remove from their order. If a customer doesn’t select any of the modifiers, it means the customer wants all of the product’s standard ingredients.

Warning: Saving any setting changes or updates in Revel will make the entire POS system restart! Best practice is to make and save the below described setting updates during slow periods or after hours. 

Step 1: Put Default Modifiers in the Product Description 

Screen Shot 2022-10-28 at 3.13.51 PM.png

In the product description, list all of the ingredients that come with the food item by default. This will prevent confusion and make customers to feel confident in what they are ordering from your restaurant when selecting modifiers.

Please review this Chowly help article or this Revel help article if you need assistance with editing product descriptions.

Step 2: Edit the Modifier Names (And Modifier Classes if Necessary) 

Screen Shot 2022-10-28 at 4.35.32 PM.png

Put the word “No” in front of the names of all modifiers that you wished to have been default modifiers. You may also want to edit the names of Modifier Classes (i.e. from “Sandwich Toppings” to “Remove Sandwich Toppings?”) if you want to, but this isn’t necessary. All that necessary is making sure the word “no” is in front of each individual modifier. 

Please review this Chowly help article or this Revel help article if you need assistance with editing modifier names.

Step 3: Put Extra and Priced Modifiers in a Separate Modifier Class 

Screen Shot 2022-10-28 at 4.41.46 PM.png

If you have ingredients that you’d like to offer for an additional cost, or do not put them in the same default Modifier Class. Having a priced modifier in this section will cause confusion (clicking “No Bacon” for an additional $1.50 doesn’t make sense).

Even if an additional modifier is free, but it is not included in the product description, you will want to have it in a second Modifier Class. The items in this class, whether free or for an additional charge, will not have the word “no” in front of them. 

Please review this Chowly help article or this Revel help article if you need assistance with editing modifier names.

Chowly typically will launch all available third-parties or platforms you have active at your location when going live for the first time.

If this did not occur or you have signed on with additional third-parties since activating with Chowly, we will need notice to set up the additional platforms.

To request an additional platform, please complete the following steps: 

1. Finalize your account with the new 3rd party delivery platform. This includes having active merchant login credentials. 

2. Create a new Support case by visiting https://chowly.help/s/contactsupport. In the subject field please be sure to include “Additional Platform/s”. 

3. Please fill in all the necessary restaurant information so our Support team know which location this pertains to. 

4. In the “Description Of Issue” field, please include the platform you will be adding and your merchant login credentials. 

5. If you previously worked with a different integration partner, please reach out to your 3rd party support team to make sure that previous integration company is no longer connected to your platform. 

Timeline

Once the request has been sent, please allow up to 14 days (it can be sooner) for the new platform to be live with your integration. Step 5 is crucial because having a competing integration still connected with a 3rd party delivery platform can delay the timeline significantly. 

What dictates that timeline?

Chowly follows a strict agreed upon schedule and process when integrating with any 3rd party. The exact timing depends on when the request was made and which 3rd party is being added. 

The current process has Chowly collecting all new platform requests and sending them in one batch to each 3rd party company on Mondays of every week. That company then confirms they have received that request and readies the account to integrate with Chowly. This process is called “provisioning“.

Once provisioning has been complete, Chowly then finalizes settings on our end and notifies the 3rd party that the integration is ready to receive orders. Lastly, the 3rd party platform brings it across the finish line by finalizing the integration on their end, which allows orders to automatically integrate into the POS. This final step can occur any time between the Wednesday and Friday after the provisioning process has been complete.

We know you might be antsy to find out a more concrete timeline for your additional platform to go live with Chowly. You may even reach out to our Chowly Support team for an exact ETA. Unfortunately, we are unable to provide the exact day or time when a 3rd party is going to finalize the integration on their end and “go live”.

However, here is some great news–we are going to make sure to keep you in the loop! Chowly will send automated emails to the primary contact’s email we have on file every step of the way. You can expect automated emails as your addition platform request moves to each new stage all the way up until it is live. So, if you are wanting an update, keep an eye out for those emails!

*Unsure if that primary contact is still accurate? Please contact our Support team and we can certainly double check that for you. 

Cost

You will need to review your individual contract with Chowly to understand the cost associated with adding an additional platform. In all cases there is no additional set up fee or implementation charge. In some cases depending on how many platforms you already have live, it may move you to the next tier of pricing or costing more by Chowly integrating more orders for your location.

Below are instructions for exactly how and where to adjust prep times for GrubHub, UberEats, and DoorDash while on the Chowly integration.

Quick overview: Quote times and prep times are set on the 3rd party tablets and in the merchant portals of your 3rd Party Platforms. Google Food Ordering’s quote/prep times are set and controlled by Chowly. 

Some Terms To Know:

  • Customer’s Estimate” – the time quoted to a customer of when their order will be ready.
  • Driver’s Dispatch Time” – the time from when the order was placed to when the driver arrives at the store. 
  • “Default Prep Time” – the typical or usual time it takes to prepare an order.
  • “Live Order Prep Times” – the preparation time for a current order. This may be subject to change during busy periods, for instance, when you find you need more time to prepare the order than you normally would.
  • “Quote Time” – This is the time provided to the customer of when their order will be ready. *Can be used interchangeably with “Customer’s Estimate” mentioned above. 

Setting Prep Times for GrubHub

The Customer’s Estimate and the Driver’s Dispatch time both use the times which are set in https://restaurant.grubhub.com. Times which are set on Chowly’s end are only used for the time quoted in the POS.

Default Prep Times are set by logging into your Grubhub merchant portal or via your tablet:

GrubHub Default Prep Times

Live Order Prep Times are set by logging into your Grubhub merchant portal or via your tablet.

Setting Prep Times for UberEats/Postmates

The Customer’s Estimate and the Driver’s Dispatch time both use the times set which are in https://restaurant.uber.com. Times which are set on Chowly’s end are only used for the time quoted in the POS.

Default Prep Times are set by logging into your UberEats merchant portal or via your tablet:

UberEats Prep Times

Live Order Prep Times are set by logging into your UberEats merchant portal or via your tablet.

Setting Prep Times for DoorDash/Caviar

Driver’s Dispatch Time (+/- 10 minutes) has an algorithm that adjusts these delivery estimates based on the customer’s distance to the restaurant and driver availability nearby:

DoorDash ETA

Live Order Prep Times can be manually adjusted on an order-by-order basis via your tablet so long as the order has not been “Marked as Ready”. To adjust the times for an order, you can click the “Issue with Order” button in the top right corner of the order screen.  A pop-up will appear with an option called “Adjust Prep Time” where you will be able to make edits:

DoorDash Live Order

Setting Prep Times with Google Food Ordering
For information regarding Google Food Ordering Prep times, please review this article.  

Setting Prep Times for all other 3rd Party Platforms

For all 3rd party platforms not listed above, prep times/quote times are controlled by those individual companies. Please reach out to their Support teams for further clarification and assistance. 

Chowly open items most commonly show up on printed tickets or listed on the order that has integrated into the POS.

Usually open items occur when items or modifiers have been altered or moved inside of the POS or on your Chowly menu; essentially the mapping pathway for the item or mod in question has changed and the integration can’t match the item/mod on your Chowly menu with the corresponding item/mod in the POS.

How to fix Chowly Open Items?

For POS Sync Clients:

Resyncing your menu is the most common way to resolve open items if you are using a POS sync integration with Chowly. Resyncing “refreshes” the mapping and ensures everything is mapped correctly using the items you’ve selected for online sales.

If your open items persist be sure to have an example order or ticket handy and contact support. The item may not be configured properly inside the POS or could be using unsupported features (such as nested modifiers)

For Non-Sync Integration Clients:

Have an example ticket or order of the open item and contact support. Chowly’s support team will need to make sure the item is named properly and mapped correctly.

If the open item persists Chowly’s support team may ask that you verify the item is properly configured inside your POS for online sale and isn’t using any unsupported features (such as nested modifiers).

In this article, we will detail the general causes for order failures, what you might see on your end when orders fail, and the next steps that you can take to resolve this issue. 
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Order Failures – General Causes
  • Menu/Mapping Issues: There is a discrepancy between what is present in on the third party menu and in our menu mapping and/or in the POS. These types of issues may cause only certain orders to fail or all orders to fail depending on the severity of the discrepancy. 
  • Configuration Issues: A dining option, tender type, or some other POS-specific entity (store ID, the installation status of the Chowly app, etc. depending on the POS) that we have set in our backend has been deleted, changed, or is no longer valid on the POS. Typically these types of issues will prevent all orders from a specific platform or all orders in general to fail.
  • General Outage Issues: Order failures in this category may be due to a technical issue with Chowly, an issue with the third party sending Chowly orders, or an issue with the POS itself accepting orders through the API. Typically these types of issues will prevent all orders from a specific platform or all orders in general to fail.

Order Failures – The Restaurant’s Experience

When orders fail to integrate, there are typically three different experiences that you may see in-house, depending on the platform in question:

  • The order may fail to confirm on the third party, leading to it sitting in the “placed” status until either the order is automatically rejected or the customer themselves cancels it.
    • If you were to see this on the tablet, it would look as if the order is waiting to be manually confirmed, or the tablet may say “sending to POS” depending on the third party in question.
  • The order will automatically be cancelled by the third party.
    • This can be seen on the third party backend and potentially through notification from the third party itself.
  • The order may confirm on the third party but not feed into the POS, in which case a driver may arrive to pick up an order that didn’t appear in the POS or print. 

Order Failures – Resolutions

As order failures are an urgent issue, the best solution is to reach out to our Support team via phone or creating a case. In order to ensure that our team can diagnose the issue as quickly as possible, it is best to include the following information in your reach out:

  • Examples of order failures by customer name and platform.
  • The platform(s) in question, if the order failures are all occurring on a particular platform(s).
  • The item(s) in question, if there is a common denominator of items that appear on failed orders.
Depending on the general types of order failures outlined above, the potential resolutions may look different:
  • Menu/Mapping Issues: Resolution will depend upon whether or not your location is on our POS sync product.
    • POS Sync: Our team will import the most recent version of the POS menu and push that out to the third parties. This will ensure that any POS changes are accounted for and the mapping is updated. If issues persist beyond this, our team will investigate the failures to see if there are any POS capabilities in use that are incompatible with our sync product (such as nested modifiers on Toast).
    • Non-POS Sync: Our team will update the menu mapping as necessary, either by adding new items to our mapping or updating the POS endpoints that we are using for our mapping. If there are widespread issues (many items needing remapping), we may escalate the case to a higher-tier support specialist for remapping. 
  • Configuration Issues: Depending on the type of configuration issue in question, our team may perform a few different actions.
    • Tender Types/Dining Options: Our team will import the latest version of the POS menu and update the tender types/dining options in question to resolve. If the necessary tender types/dining options are not available on the POS, our team may go into the POS backend if we have access to create and set these.
    • Store ID/Chowly Access: Our team may need to pull an updated Store ID for your location, either by obtaining that from the POS backend or reaching out to the POS company itself. If we installed a Chowly App or Chowly Agent on your POS for the integration, that may need to be reinstalled, either by us directly or by us providing steps for you to follow to reinstall. 
    • *For Printer Clients: We may need to provide steps to reset hardware or bring the printer back online after a change to the wifi network. 
  • General Outage Issues: If a pattern of issues are reported to us indicating an outage, we may have an automated message set on our support line to provide that information. Once we are aware of an outage, depending on the source of the outage, the following steps may be taken:
    • Chowly Outage: If we are failing to process orders to a particular platform or in general, our development team will be working with top urgency to resolve the issue. Our team may inform you that this is a known issue that our team is working to resolve. 
    • Third Party Outage: If a third party partner is either experiencing an outage themselves where they cannot accept orders or are having an issue preventing them from sending orders to us, we will correspond with their team to get and provide updates on their progress resolving, and give any assistance/information we can to assist.
    • POS Outage: If the POS is having issues receiving orders generally or receiving third party integrated orders through the API, we will correspond with their team to get and provide updates on their progress resolving, and give any assistance/information we can to assist.

Please Note: The following article does not apply to DoorDash, GrubHub, UberEats, or any of the delivery partners affiliated with those companies (i.e. Postmates, Caviar, Seamless). 

Scheduled orders differ from standard pick-up and delivery orders in that the customer has selected a set time for their order to be delivered. As a result, Chowly provides merchants with two different ways to handle these orders to ensure they are sent to the printer at their preferred time.

Chowly currently offers two methods for handling scheduled orders. All pick-up times, delivery times, buffer times, and instant print settings mentioned below can be set up and adjusted via Chowly Support. To request these changes to these settings, please reach out to our support team via the contact form or phone number.

Buffer Time (Default)

By default, all stores use a 0 minute buffer time and will rely on the base pick-up and delivery times already setup via Chowly to determine when to send the order to the kitchen.

  • For example, by default, If your store has a delivery estimate time of 30 minutes setup with Chowly and a customer places a scheduled order for delivery for 7:00 pm, the order would automatically send to the printer at 6:30 pm.

However, if your restaurant would like to have additional time to review and prep the food, Chowly can add a Buffer Time to your scheduled orders to ensure they arrive earlier than the standard pick-ups and deliveries

  • Using the example above, if the same customer places a scheduled order for delivery for 7:00 pm, but your restaurant has a 30 minute buffer time, then the order would automatically send to the printer at 6:00 pm. 


Instant Print
Another option for your restaurant is to set up your scheduled orders for Instant Print. While Instant Print is enabled, all scheduled orders will print automatically when the order is placed, despite when the order is scheduled for. The Instant Print setting will override any existing Buffer Time settings.

  • Using the same example, if the same customer places a scheduled order for delivery for 7:00pm, and places that order at 3:00pm, then the order would automatically send to the printer at 3:00pm.


Most importantly, all scheduled orders are accepted and processed automatically. However, if you require any additional assistance with your scheduled orders, please reach out to our Chowly Support team for help!

Why is the White House address on the ticket?

That is a great question and one we get often! It can be confusing to understand what information is or isn’t being passed through the integration and why. Let’s break it down!

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What is sent through the integration and then appears on the orders is dictated by two main factors:

The 3rd party and the service type.

Let’s start by explaining what we mean by service type.

Service type is either Pickup or Delivery

Pickup = Orders that you, the restaurant, are not delivering. This is any order that either the customer is intending to pick up from your restaurant or the 3rd party delivery driver will be picking up to then take to your eagerly waiting customer. 

Delivery = Orders the restaurant will be delivering using in-house delivery drivers. 

When the order is sent to Chowly, the 3rd party tags that order as either Pickup or Delivery. Depending on how that order is tagged, we then send it into the POS using the correct dining options and possibly insert placeholder information depending on what is required on the POS side. If that information was missing, the entire order would fail to integrate.  

To simplify that a bit–there are rules on the 3rd party side and rules on the POS side. The two sets of rules do not always match.  Chowly does our best to allow the order to successfully integrate by considering all the rules from both ends. 

However, sometimes that means adding things like a fake phone number, the White House address, etc. 

But, you may say, that information is on the tablet? Why isn’t it on the ticket?

That is where the 3rd party rules come in. 

Which information is passed through the API (Application Programing Interface a.k.a how the information is sent to your POS) is dictated by what the 3rd party decides to send. This information is typically more limited then what appears on the 3rd party tablet. 

How do they make that decision?

Service Types. (Full circle moment, am I right?)

The 3rd parties break down which information should be passed through the API depending on what they feel is “need-to-know” information based on the service type (Pickup vs Delivery). 

For example, a 3rd party may decide for a Pickup order, the address or phone number of the client is not needed because the restaurant is not going to be delivering the order themselves.  Another 3rd party might feel that the customer’s last name is private information so instead adds “unknown” as the customer’s last name. 

Where this gets extra tricky is when the Point of Sale has specific information that is required for that order to successfully pass through the integration (i.e. phone number or address). 

What Chowly does is take the information provided from the 3rd party and adds any missing information required by the POS as a placeholder. 

So….what about the White House address?

This issue only affects UberEats orders. The two key factors are the Delivery service type requirements dictated by the POS and how the customer is inputting their address when they are placing the order. 

If the customer uses a Google location pin drop (like a locate me type feature) when filling in their delivery address information, then the API is unable to translate that Google location to integrate it into the POS. Much like any missing information, Chowly provides the POS placeholders to fulfill that requirement dictated by the POS rules. In this case, the placeholder to allow the order to still successfully integrate is 1600 Pennsylvania Ave

We hope that clears up the mystery a bit. We understand it can be frustrating to not have a customer phone number on a ticket or other information that, as the restaurant, you would like to be provided. We do apologize, but hope you understand that we cannot integrate information that we aren’t given. 

Still have questions? Please submit a Support case so we can explain in more detail specific to your location. 

This article explains the DoorDash and Chowly integration. Additionally, common questions are answered. 

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How does the integration work? Let’s take a peek under the hood!

There are two key pieces of information that Chowly and DoorDash use to link the two technologies, allowing Chowly to push through menu updates, hours, and integrate orders. 

1. Your DoorDash store ID number
2. A unique ID that Chowly creates and provides to DoorDash

DoorDash store number:

This is found in the URL for both your merchant portal and your customer facing page. 

image.png

DoorDash connects the store ID number with the unique ID that Chowly creates internally. This connection is crucial for the health and stability of the Chowly and DoorDash integration. 

To complete the integration, DoorDash places your DoorDash account on “POS Protocol”. With this in place, orders still appear on the tablet. However, behind the scenes orders gets automatically confirmed and appear in your POS through the Chowly integration. 

Issues that can arise: 

If the DoorDash store ID number is changed possibly due to an account change or switch in ownership, then that connection becomes frayed and more prone to glitches. 

If there is an alteration to your DoorDash account, possibly resulting in your Store ID number changing, please contact Chowly. We will need to re-complete the initial connection steps with DoorDash to link your new Store ID number and your unique Chowly ID created internally. 

Chowly’s development team and DoorDash’s Development team are working together to allow the connection to be re-established automatically. 

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Frequently Asked Questions: 

How can I add DoorDash to my Chowly integration?

    As a valued client of both Chowly and DoorDash, majority of that process is handled between Chowly and DoorDash. The only thing you need to complete to start the process is provide Chowly with your merchant login information. You can provide these credentials to our Support team via a support case. 

Why is my DoorDash store being temporarily deactivated?

    DoorDash has a set maximum threshold of the number of orders that fail, to protect you as a merchant. If that threshold is reached, the store is temporarily deactivated. We appreciate DoorDash being cautious and temporarily deactivating our mutual clients to avoid customers’ orders from being cancelled while any issue is resolved. The deactivation is typically in 15 minute increments and your DoorDash account is automatically re-enabled.
See below for further explanation. 

What causes a cancelled order?

    The most obvious reason would be if a customer cancels their own order. However, a mapping issue will potentially cause a cancelled customer order.
    Additionally, be aware if you are switching to Chowly from other integration company who previously integrated your DoorDash orders. If that other integration company is still connected to your DoorDash account, the competing integrations cause cancelled orders. 
    In rare cases, if nationwide there is a large spike in DoorDash orders, Chowly has seen our integration slow down and causing what we call “timeout errors”. This means the integration took too long to accept the order. Both Chowly and DoorDash are continuously working to improve the performance of our systems, so these occurrences should be increasingly rare.

I am a Menu Sync client (Toast, Clover, Square, Upserve) and the menu is not updating with a fresh sync. Why?

    This can happen from time to time. This could be because your DoorDash Store ID has changed and our connection to your account has frayed. Another common reason, your DoorDash account has been taken off “POS protocol”. If you notice this occurring, please reach out to DoorDash to confirm your account is on the correct order protocol. Please also feel free to contact Chowly’s Support team to investigate further.  

How do I know if my DoorDash account has been taken off POS protocol?

    There is not a perfect way to find out on your own without DoorDash’s assistance. But if your orders are not integrating, you have to confirm orders on your tablet, or your menu is not updated after a sync or Chowly menu update, that is a good indicator that you are not on POS order protocol. 

Who is in control of the photos on my DoorDash menu?

    You are able to control your DoorDash photos in the same way as your other 3PDs. If you are on a Sync product, that would be through the photos in your POS. If you are using a legacy integration, Chowly will update your photos on DoorDash through the menu change form in the same way as all other 3PDs. 

DoorDash Drivers are either showing up earlier or later than expected. 

    Please contact DoorDash Support [(855) 599-7066] so they can communicate with the drivers in your area. Chowly is unable to control DoorDash’s internal algorithm dictating when they alert a DoorDash driver to arrive at your location. 

Steps to Complete as a Merchant:
  • Reach out to your city or municipality to check your local laws regarding the sale of alcohol through a 3rd party delivery service.
  • If your local laws allow the sale of alcohol through a 3rd party, reach out to each individual platform.
    • This is important because you will need an active and valid alcohol contract signed with them before you will be allowed to add alcohol to your menu.
    • Most 3rd parties also require a disclaimer modifier to be added to the alcohol item. 
      • “I verify I am over the age of 21 and will provide valid proof of ID to the delivery driver upon request.”
Using a Menu Sync Product?
  • Do your best to group your alcohol together in a distinct menu category or menu group.
    • Most clients choose to group the alcohol either all together, or create groups based on alcohol type (wine, beer, cocktails, at-home kits, etc). 
  • In the name of that category or menu group please include (Alcohol). This automatically triggers our system to flag the item as alcoholic. 
  • If you prefer to include alcoholic items with non-alcoholic items, please add (Alcohol) to the individual item name. 
  • If required by law or the terms and services outline by the 3rd party, please include the 21+ disclaimer modifier as mentioned above. 
Using a Non-Sync Chowly Product?
  • Much like any menu change here at Chowly, please fill out a submit a Chowly Menu Change form (https://chowly.typeform.com/to/xu7ISOAc ) with the alcoholic items you would like to add to your menu. 
  • Please be clear when filling out the form that the particular item is alcohol.
  • If required by law or the terms and services outline by the 3rd party, please request a 21+ disclaimer modifier as mentioned above.
At Chowly, we receive a good amount of feedback surrounding one delivery platform allowing alcohol but not another. This can cause the largest issue for Menu Sync clients. However, as a general rule, if one delivery platform allows the sale of alcohol in your area, there is a good chance the majority of them will. Please contact your 3rd party account rep. or the 3rd Party’s support team to inquire about signing an alcohol contract. 
“To contact Chowly or not to contact Chowly, that is the question.” 
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Why is this important?

    Your time is unbelievably valuable and in the restaurant industry is a fast paced world. It is important that when issues arise, you reach out to the team that will provide you the most accurate and comprehensive assistance. In order to insure that experience, it’s vital to contact the Support team with the strongest knowledge pertaining to your issues. 

——————————————————————————————————————————
When to call your POS Support 
  • Item and modifier routing
    • This includes printer and KDS routing
  • Printer hardware issues
  • Tip distribution
  • OLO issues
  • General reporting inquires
  • Internet connection to your Point of Sale
  • POS menu and hour updates, including photos
  • Orders integrating into the backend of your POS, but not appearing at the correct places (printer or KDS)
    • Always check closed checks to see if orders are integrating


When to call your 3rd Party Support

  • Tablet issues
  • 3rd party provided reporting
  • Account updates
  • Delivery Driver issues
  • Lower than expected sales
  • Delivery area questions
  • Alcohol contracts
  • Commission rates
  • Signing up with a new 3rd party platform
    • Once you have completed the initial process with the 3rd party, please let Chowly know so we can add it to your integration.
  • Merchant Portal Username/Password Issues
  • Sales tax issues for GrubHub, UberEats, and DoorDash


When to contact Chowly

  • ​Open Items on Chowly integrated orders
  • 3rd party orders not auto-confirming
  • Orders not integrating in the POS backend
  • Adding a new 3rd party platform
  • Switching your POS
  • Orders integrating with the incorrect dining option, tender, revenue center, or employee being applied
  • Orders integrating without service fees, coupons, discounts, commissions rates, etc. (POS limitations may vary)
  • Incorrect tax rates applied to 3rd parties (with the exception being UberEats, GrubHub, and DoorDash who control your sales tax rate through their system). 
  • Cancelling your Chowly integration


Helpful Information

  • ​​​Please always check your closed checks/orders to double check if orders are truly not integrating into your POS. Many times, clients are experiencing POS related issues (order routing, item routing, KDS issues, etc), but assume it must be Chowly related. If the order has successfully integrated and in your orders/closed checks, please contact your POS support prior to contacting Chowly. 
  • If you do need to contact Chowly support, it is most helpful to provide our Support team your description of the issue, customer’s name/s of the order/s affected, when the issue began, which 3rd party it is affecting, and any troubleshooting steps you have completed already. 
  • If the issue is an emergency, please call our Support team directly (888-628-0823 ext 2). However, if the issue needs to be investigated, requires photos or screenshots, or is a general inquiry, please open a Chowly Support ticket. 
——————————————————————————————————————————


Quick links for additional resources: 

Adding an additional platform
https://chowly.help/s/article/FAQ-How-do-I-add-an-Additional-Platform

Open Items
https://chowly.help/s/article/FAQ-Chowly-Open-Items

Order Failures
https://chowly.help/s/article/Order-Failures-Causes-and-Next-Steps

Tax Remittance
https://chowly.help/s/article/Tax-Remittance-With-Chowly

Adding Alcohol
https://chowly.help/s/article/FAQ-Alcohol

Chowly will not import or sync any items that have nested modifiers. Please eliminate the nested modifier for it to be available on your 3rd party menu. 
What is a “nested modifier”?
A “nested modifier” is a modifier within a modifier group attached to a modifier (as opposed to attached to an item).
Why does this cause issues?
Chowly is unable to pull that sub-level within your menu. Therefore, unable to sync that with your 3rd party menu. This means a customer order from a 3rd party platform is not going to choose a modifier within that nested modifier group and the order will come through with open items and missing information. 
How can I fix this?
The easiest way to fix a nested modifier issue is to delete the modifier group entirely and “flatten out the modifiers”. 
For example: Instead of having a nested modifier group for “Side Salad Dressing Options” with “Balsamic” as a modifier, change the name of the modifier to “Side Salad with Balsamic”. This allows your customer to customize that modifier and your kitchen to know how what they want!

If you notice open items on your Chowly integrated tickets, please check your menu set up for nested modifiers before contacting Chowly Support. 

If you are unsure if your menu has nested modifiers, please reach out to your Toast Support team so they can take a further look at your menu. 

Chowly’s Menu Tool: Dejeuner

Dejeuner is our menu managing tool that allows our Printer integration clients the ability to control all their 3rd party menus in one place. 

Although we could tell you how to use Dejeuner, it’s much easier to show you! Please take a look at the short videos below. 

Navigating to Dejeuner:

Adding new items and modifiers: 

Setting a Modifier minimum and maximum choice limit: 

Updating your hours: 

Opening and closing your 3rd parties on the fly: 

86ing items and modifiers: 





Marking items as alcoholic:

Please make sure you always “save” and “publish” any changes!

Chowly’s Menu Tool: Dejeuner

How It Works

  1. Click the 86 button 
86 button.png
  1. Enter the keyword(s) for the items/modifiers that you’re looking to 86 and click the “Query Items and Mods” to view results. This search is not case sensitive. *In very large menus, the keyword search might take a little bit of time to return a list of
    items and mods.
Query.png

 

NOTE 1: All items and mods that contain the keyword(s) will be affected. 

  1. Suspending – The numerical value in the Suspend Until field sets the number of days from the present time to suspend items.
    1. If you aren’t provided with a timeframe by the client, just put 10. 
  2. Unsuspending – To unsuspend, change the numerical value in the Suspend Until field to 0. 
  3. Click Update when you’re ready to update suspend/unsuspend the until values for all items and mods in the list.
    1. Hit X to cancel and leave the items/mods as is.
  4. Publish the Menu.
    1. The menu must be published for changes to be reflected
  5. Review Status of Menu Publish on Chowly.app (Aboyeur)


Chowly.app.png

Note 2:  The items/modifiers will not automatically unsuspend and re-publish after the input time period has passed. They will need to be manually unsuspended and republished to become available again. 

Aboyeur | Chowly.app

The Aboyeur tool is used both by Chowly employees and our Chowly printer integration clients. Internally, we use the tool to check the initial menu import (during the implementation process) and the success of all 3rd party menu updates afterward. This tool provides clear and accurate confirmation of whether or not a menu push (menu change) applied to the 3rd party customer facing menu. 

Because this tool is used both internally and by our Chowly printer clients, some features apply more to the needs of Chowly employees than the clients.

This article will focus on the tools that can be utilized by our Chowly printer clients. 

———————————————————————————————————

Aboyeur Tool Walk Through: 

Printer Offline/Online Check Tool: 

——————————————————————————————————————————
Key Take-Aways: 
  • “Aboyeur” can be accessed by going to Chowly.app in a web browser window.
  • You will need to search the name of your restaurant in the search bar near the top of the page.
  • green checkmark means your menu update was successful to your third party platform. 
  • yellow warning sign means something went wrong. Please reach out to our Chowly Support team to investigate further. 
  • Clicking “Printers” at the top of the page allows you to double check that we are connected to your Chowly Printer

Photo Requirements

 

 UbereatsGrubHubDoorDash
File SizeMax 10 MBMax 5 MBLess than 2 MB
File TypeJPG, GIF, PNGJPEG, PNGJPG, JPEG, PNG
ResolutionHeight: 400-10,000 pixels
Width: 550-10,000 pixels
1600 x 1200 pixels minimum1400×800 pixels minimum
Aspect RatioBetween 5:4 and 6:4Landscape 4:3 or 3:2 Landscape 16:9 
More Info UbereatsGrubHubDoorDash
  • Please refrain from images containing:
    • Logos or watermarks
    • Depict people (hands are acceptable)
    • Out of focus images
    • Text or writing of any kind
    • Insufficient lighting
    • No photo grids; just a single shot of the item

If you utilize all three delivery platforms listed above, please follow DoorDash’s photo guidelines. After a recent update , we now can work around the aspect ratio difference using our photo resizing tool. 

DoorDash will take up to 5 business days to update photos sent through Chowly. However, GrubHub, UberEats, and other platforms including Google Food Ordering, should take less than 1 day to update photos on their end. 
 

We completely understand that not everyone can be food photography pros.
Here is a quick list of some some tips and tricks. 


Tip #1: Natural Lighting
 Using natural light brings out the best in the food you are shooting. Overhead or fluorescent lighting can cast displeasing shadows and dull the colors that make your food so appetizing. Placing an item near a window or shooting it outdoors can make all the difference. 


Natural light.jpeg

The taco on the left was taken with overhead lighting, while the photo on the right was taken with natural lighting. The taco taken with natural lighting looks more vibrant, fresh, and ready to be eaten!

Tip #2: Angles

Think about which angle will best show off your food item. Is it a sandwich or burger that would be best shot from the side to see all the delicious layers? Should it be shot overhead like a pizza, avocado toast, or charcuterie board to really put spread out item in focus? Angles can highlight the best qualities of your item and make it look even more appetizing. 

Tip #3: Keep it clean and simple

Sometimes with food photography, less is more. You want the item to be the star of the show and that might mean a clean white plate and clean flat surface. And added bonus of this tip is you are less likely to break any of the photography rules listed above.


Check out this helpful video for more photography tips from experts!

This article will outline how to use the Square Reporting tool to extract sales data for your 3rd party platforms.  

These instructions will focus on the SquareUp backend found by logging into https://squareup.com  and not your Square terminal in your restaurant. 

Start by navigating to your reporting in the Square backend. Some accounts have a Reporting button, others have a reporting hyperlink below the buttons on their home screen. 

Square report button.png

Next, click the “Filter By” option near the top of the page.

filter by.png

Then click “Source”. In the Square backend the “Source” is determined by the origin of the order. This can be “in-store”, your 3rd parties (DoorDash, GrubHub, UberEats), etc. 

Source.png

Now you are able to use the grey “Sources” option to filter which sales summary you would like to focus on. 

Sources in Square.png

Choosing specific sources will then change the reporting data you view to only show the sales summaries for those specific sources. You should see source options that directly reflects all the 3rd parties that Chowly integrates on behalf of the restaurant. 

If you see a source calle “Garcon”, do not be alarmed. That is Chowly’s testing tool we would have used when testing your integration before going live. 

The image below is an example of an exported Sales Summary from Square. 
example exported sales summary.png

If you have any further questions, please reach out to our Support team or Square’s Support team for clarification. 

Sync Integrations

The below guide is an overview of Toast Menu Sync integration as it works through Chowly along with menu management tips on how to have the most seamless integration possible. From menu setup, what we sync, limitations, to additional features and ongoing support. 

Menus

The basis of the integration. Chowly will pull one or more of your menus in Toast POS to be sync directly to your third-parties or platforms. 

Your menu name(s) will appear online — we recommend “[Restaurant Name] Online” on each third-party. They may be currently be named “Food” or “Online” only this can be edited easily within Toast.

It is important to understand that you control your menu down to the punctuation. Including names, photos, descriptions, items, modifiers, minimum/maximum selections. Any changes you make to your synced menus affect the third-parties.

When any information is saved and published within your POS, our software will recognize that change and trigger a “re-sync”. You can expect a “sync” – importing of new data and push to the third party platforms to take anywhere from 5-15 minutes.

We also automatically sync your menu upon 86ing in your Toasttab backend and through quick-edit mode on your Toast terminals. More on that later.

Have something specific you are offering on your menu that you don’t want synced but offer in store (merchandise, catering, fountain drinks, etc)? We’ll cover how to remove these items using “visibility” later as well.

Check out this video for quick walkthrough on menus


 

Categories/Groups

Groups are the next level down from menus and can be structured however it best suits your restaurant(s); frequently, they are often divided into different courses (e.g., Appetizers, Entrees, Drinks, Desserts) or categories (e.g., Salads, Pasta, Pizza, Calzones).

Important Note: We don’t recommend using Subgroups as these may create the appearance of empty categories on your online menus.

We cover categories in the menu video posted above if you skipped it.

Hours

Please read this article regarding Toast Hours. 

Visibility

Chowly can read “Visible To” settings (e.g., “In-store orders: POS,” “Online orders: Toast,” “Online orders: Ordering partners,” etc.).

Depending on the visibility settings being used, you may also be able to uncheck “Ordering Partners” and the item/modifiers will no longer be synced. This is common for menus that are being used in store and also being synced to platforms. Items offered in store like merchandise or catering can be marked visible to “in store orders: POS” under properties for that item

To completely remove a group, item, or modifier from displaying on your online menus, please delete or archive it in Toast and publish.
 

Pricing Strategy, Default, & Nested Modifier Limitation

Pricing Strategies: Chowly can integrate Base Price, Size Price, Upcharge Price, as well as Time, Location, and Menu Specific Price pricing strategies. 

Open Price strategies are incompatible and will not integrate. This can lead to empty or $0 priced items or groups on your platforms.

Modifier groups as explained in the video in the “menu” section sync along with min/max settings, even default modifier settings can be read and synced to your platforms.

“Nested” modifiers: or modifiers that modify other modifiers, do NOT sync and can cause issues where Toast expects a required modifier to open the ticket and the order will fail to integrate.

Third-parties do not allow modifiers on modifiers. This can be found in Toast by opening up “Advanced Properties” from the home page in Toasttab and expanding your mod groups, you should typically see them only go one level deep. Here is an example of nested modifiers.

Default Modifiers: Chowly does not recommend the use of “default modifiers” on third party menus. We can get around this by deep copying your menus in Toast, removing the default mods, and making any mod choices required.

However, Chowly can support Default Modifiers in most instances for our clients using Toast POS sync if “Default mods” are needed for your kitchen. To see more information on default modifiers, check out our FAQ here chowly.help/s/article/Default-Mods-for-Toast-Sync.

Photos

As mentioned briefly at the beginning of the article and in the video under “Menus”, Chowly also syncs your images and descriptions under the properties section for each item. Please read this article for more information regarding photo requirements. 

86ing/Out of Stock

Our integration can also understand and sync items and modifiers that have been marked in or out of stock on Toast. Here is a great article directly from our partner at Toast on this process here 

There are two ways to complete this in Toast. Chowly runs this process for both methods every five minutes to check for new 86ing or stock updates. 

  • In the Toasttab backend under each item or modifier visibility section. Make sure you save and publish to push the update
  • Using “quick edit” mode on the Toast terminal in store. Make sure you press “done” to confirm the update

Check out this video for quick walkthrough on 86ing and Stock updates

The below guide is an overview of Chowly’s Clover Menu Sync integration. Additionally you will find menu management tips on how to insure the most seamless integration possible; from menu setup, what we sync, limitations, to additional features and ongoing support. 

What is Clover Menu Sync?

Chowly’s Clover Menu Sync technology allows for your Clover Point-of-Sale to become the control center for your 3rd parties. This technology advancement eliminates the painstaking task of creating and editing numerous menus with multiple 3rd parties. It dissolves the mapping step within the Chowly process, which previously required a Menu Change Form to be submitted, time spent waiting while that request is processed, and, at times, troubleshooting mapping mistakes. 

Clover Menu Sync puts the control back in your hands. No more frustration, no more waiting, a one step process for all your 3rd party menus and orders. 

Chowly App Download – Onboarding

Chowly integrates orders into Clover through the Chowly app which is downloaded through the Clover app market. The Chowly app should only be installed on one terminal, but the orders will be visible on all terminals.

The Chowly app is downloaded for free, but a signed contract with Chowly is required to move past the initial onboarding steps. 

If the Clover Dashboard does not have the Chowly App already added, please follow the steps below:

Step 1 – Select More Tools from the Menu Bar

Step 2 – Select Apps By Clover 

Step 3 – Search ‘Chowly’ in the Search Bar

Step 4 – Select the Chowly App from the Search results 

Step 5 – Add the App to the Clover configuration by selecting the green button, ‘Connect’. (Example below. Open App will Display when the App is already installed)

Step 6 – The page will automatically redirect to a page that will display the Chowly Merchant ID (Example below)

Step 7 – Save this Merchant ID and provide it to your Chowly Customer Success team member

Step 8 – Refresh the Chowly landing page upon instruction and the success message will display if the configuration is correct. (Example below)

While credentials are not collected pre-onboarding. We may ask you for them if we run into trouble completing configuration or for direct menu access.

Orders will close automatically and be marked as “Paid”. Once the order automatically marks itself as “Paid” a guest ticket will seamlessly print. Determined by your POS settings, the order can also automatically print a make ticket (kitchen chit) and have the order appear on display screens.  

Dashboard Configuration

Step 1 – Log into www.clover.com/dashboard/login, click on “Account & Setup,” which will be on the left-hand side

Step 2 – Under Transactions, click on Order Type 

  • Add Order Types for each third-party platform the restaurant is using and save.

Step 3 – Under Transactions, click on Payments 

  • Add Payment options for each third-party ordering platform the restaurant is using and checkmark “accept” and “opens cash drawer”.
  • You will need to save after creating each payment option.
  • Important note: the “open cash drawer” setting will not actually open the cash drawer.

Step 4 – Under Transactions, click on Order Receipts 

  • Make sure “Show Customer Info” is check marked. The customer’s name, TooS information, and customer comments will not appear on the receipt unless this is check marked

Step 5 – Under Transactions, Click on Payment Receipts 

  • Repeat the same steps as listed in Step 4



Menu

Clover Menu Match allows us to import a your Clover “menu” and publish it out to your third-party menus. We will ask you which categories you would like us to use. 

It is important to understand that you control your menu. Any changes you made to your synced menus affect the third-parties.

Any changes you make to the item or modifiers within the synced menus or categories will be imported and pushed (synced) nightly between 12AM-3AM CST.

Categories

Categories are viewed in Clover by going to Inventory > Categories.

Please ensure that categories are named appropriately as they will be visible on the third-party menu.

If there are items in a category you do not want to be included in the third-party menu, you will need to make a new category or remove them from the category

  • To create a new Category, click Add New Category and assign the applicable items.

During onboarding, please let us know the order you would like the categories to be in as this order will be the same on the third-party platforms.
 

Minimums and Maximums

Clover does not require minimums and maximums set in the POS. However, they are required for Menu Sync. Please review your modifier groups and ensure that you have minimums and maximums set up. This is the best experience for end customers knowing selections and what they can/cannot order for a given item.
 

Descriptions

Chowly is able to sync descriptions entered into your Clover POS to the 3rd party platforms.

*Previously, descriptions were not supported and required a Chowly Menu Change request to have descriptions added and updated. 
 

Hours

Hours can be set by going to the Clover Dashboard > Account & Settings > About your Business > Business Information.

Scroll to Business hours to confirm correct hours are set. These are the hours we will be importing and publishing out to your platforms. 

 

Photos

Please add photos into your Clover POS. Navigate to your inventory and attach photos to individual photos. These photos will sync to all 3rd party platforms. 

*Previously, photos were not supported and required a Chowly Menu Change request to have descriptions added and updated. 

 

Support and Common Troubleshooting

86ing?

  • 86ing is not supported through the sync integration. Please contact our Support team or use your Dejeuner tool to mark items and modifiers out of stock on your 3rd party platforms. 

Not Printing?

  • The Chowly app must be toggled ON for orders to close and print. If orders are showing as “Open” rather than “Paid,” most likely the Chowly app has been disabled. 
  • The Chowly app is disabled any time the Clover POS goes to sleep. Please open the app frequently and ensure that it is enabled.
    • Common practice is to ask your openers to make it a part of their opening procedure to open the Chowly App and click save

Open Orders?

  • An order will only print if the order is in the “Paid” status. If orders are showing as “Open,” check the Chowly app to make sure it is toggled on. 

Sound?

  • The Clover POS terminal does not make any sounds. This cannot be adjusted.

Double Printing?

  • If more than one copy of the receipt prints, the Clover app is enabled on more than one terminal. The app can toggled off on any additional terminals. 


Issues with Kitchen Tickets?

  • A common issue when launching Clover accounts is that Order Receipts (make tickets) don’t print. Follow the steps below to resolve this issue:


Step 1 – On the left side of screen click Inventory > Items
Step 2 – To the upper-left of the list of menu items, click the checkbox “Select All”
Step 3 – Click the search box titled “Labels”, then click the “+ Add Label” button.  A “Create a label” box will pop up. Name the label “Kitchen Printer” then click Save
Step 4 – Walk over to your Clover tablet (this can’t be done through the dashboard) and open the Setup App 
Step 5 – Click Order Receipts > Click Order Receipt Printer and view the list of printers 
Step 6 – Select the kitchen device and select the “Kitchen Printer” label and click Save

 

If you are having any issues after the launch or upgrade, please review the outlines above. If you are still unable to resolve your concerns, please reach out directly to our support team. 


For urgent issues call 888-628-0823 Ext. 2 and for all non-urgent issues please submit a case.

Not Printing?

  • The Chowly app must be toggled ON for orders to close and print. If orders are showing as “Open” rather than “Paid,” most likely the Chowly app has been disabled or active
  • The Chowly app is disabled or non-active any time the Clover POS goes to sleep. Please open the app frequently and ensure that it is enabled. 

Open Orders?

  • An order will only print if the order is “Paid.” If orders are showing as “Open,” check the Chowly app to make sure it is toggled on. 

Sound?

  • The Clover POS terminal does not make any sounds. This cannot be adjusted.

Double Printing?

  • If more than one copy of the receipt prints, the Clover app is enabled on more than one terminal. The app can toggled off on any additional terminals. 

Issues with Kitchen Tickets?

A common issue when launching Clover accounts is that Order Receipts (make tickets/kitchen chits) don’t print. Follow the steps below to resolve this issue:

Step 1 – On the left side of screen click Inventory > Items
Step 2 – To the upper-left of the list of menu items, click the checkbox “Select All”
Step 3 – Click the search box titled “Labels”, then click the “+ Add Label” button.  A “Create a label” box will pop up. Name the label “Kitchen Printer” then click Save
Step 4 – Walk over to your Clover tablet (this can’t be done through the dashboard) and open the Setup App 
Step 5 – Click Order Receipts > Click Order Receipt Printer and view the list of printers 
Step 6 – Select the kitchen device and select the “Kitchen Printer” label and click Save

If you are having issues not answered in the above article after launch or upgrade, please review the larger Clover Sync article in the Knowledge Center which goes into detail on menu set up and other limitations. 

If you are still unable to resolve your concerns, please reach out to our support team. For urgent issues call 888-628-0823 Ext. 2 and for all non-urgent issues please submit a case.

What Is an SDK? And Why Does Chowly Have One? 

SDK stands for the tech term Software Development Kit. If you are using Chowly’s SDK, this just means that the POS system you’re using connects to Chowly instead of Chowly connecting to the POS. 



What Does this Mean for Me? 

This means Chowly is unable to know of any changes you make in your POS system unless your POS system “contacts” Chowly to let us know.

Depending on which POS system you’re using, “contacting” Chowly after a change is made will look like one of the following:

   (1) Your POS system automatically updates Chowly with changes you’ve made nightly, hourly, weekly, etc..

   (2) Your POS system has a manual “Publish” button (or something similar) that updates Chowly after you click it. 

   (3) Your POS system requires you to contact their own support team to update Chowly with changes you’ve made.

If you are confused about how to have your POS system “contact” Chowly after you’ve made changes, please reach out to your POS system’s Support Team for help. Unfortunately, Chowly employees have no way of getting into your POS system to help with this matter.



Basic Settings Maintenance for SDK Users

In short, the Chowly App and employees who work at Chowly have no way of getting into your POS merchant portal. This means that you and your team can make settings changes, but Chowly cannot:
 

  • make changes to menus.
  • make changes to menu items.
  • make changes to store hours.
  • 86 menu items (mark out of stock).
  • change photos or descriptions.
  • change tax rates.
  • close a store temporarily.
  • do any other tasks within your POS or online ordering merchant portals. 

If you need help knowing how to make any of these settings changes, you must reach out to your POS provider’s support team.

If you do make changes to any of the above listed settings, please “contact” Chowly (“contact” = sync changes, publish changes, or otherwise inform Chowly that changes have been made).

Chowly Dashboards

Accessing your Chowly Dashboard: 
Step-by-Step
————————————————————————————– 
The Chowly Dashboard, also known as Aperitif, is namely a reporting tool for you to use to see orders, value, reports, and other aspects of the integration. This article shows how to access this site along with account setup for you and your staff. 

Step One: 

If your implementation team did not provide you access to your Chowly Dashboard or account, please reach out to Chowly Support to begin this process.
          *Please provide all email addresses that are associated with personnel you intend on providing access to your restaurant’s Chowly Dashboard.  

Step Two: 

You will receive an email inviting you to confirm your email address. 

Step Three: 

Upon clicking the confirmation link, you will be asked to create a password. Your username will be your email address. 

Step Four: 

Please authorize use of your account. 

Step Five: 

Login to your Chowly Dashboard (https://aperitif.chowlyinc.com) using your username (your email address) and password. 

How to tell when orders are failing using Aperitif? 

Your Chowly Dashboard, also known as Aperitif, is namely a reporting tool for you to use. However, it is also a useful tool that we can use to identify various integration issues. While we certainly do not expect our clients to delve too deeply into this facet of Aperitif (you can leave that to us!), we did want to explain this functionality for those who might be curious and wanting to understand this part of the Dashboard.

—————————————————————————————————————————————

When looking at orders in Aperitif, you will notice that all orders will be preceded by either a red or green square.

If the order has a green square before it, this order likely integrated without issue.

However, if you see a red square beside the order, this is a sign that that order failed for one reason or another. 

Where can I identify errors using Aperitif? 

When you see an order marked red (a failed order, as described above), you can click into this order for more information.

Upon opening up the order, you will see information about the customer, time the order was placed, order type, payment type, and what exactly the order contained.

You can access the order’s payload by clicking on “Show Advanced…” at the bottom of the order.  

What is a “payload” and when should I look at it?

A payload, put simply, is the data that was transmitted.

These can be overwhelming to try and decipher, as there is a lot of information within them.

You, the client, do not ever have to try and puzzle these out for yourselves – our Chowly Support Team is able to read these, and would be more than happy to assist you (you can reach them at 888-628-0823, Monday through Sunday, 11 am – 12am CST). 

However, as mentioned above, we thought it might be helpful to show you some of the most common payload errors you might see. 

Below you will find some common error messages, organized by point of sale:

  • Toast POS
  • Square POS
  • Upserve POS
  • Speedline POS
  • Omnivore clients (Micros / Positouch POS)

Toast POS Common Payload Errors
Toast errors are among some of the most clearly stated of all the errors we see – right down to providing us with the item and mod identification numbers (GUIDS) so that we can see exactly where the issue lies. Here are a few of our most-seen Toast POS errors and what they mean for you. 

Toast Payload Error #1:
“PublishedEntityNotFound…Cannot find published null entity (GUID)…”

Toast - null entity.pngWhat does it mean?
The item or modifier has either been removed from Toast or moved in Toast, causing it to be blank in our mapping. 
How do I get this resolved?
This is a mapping issue. Please reach out to our Support team for assistance, and try to provide us with the new item GUID/name in Toast if you can.

To avoid this error, please avoid deleting items or modifiers from Toast without also reaching out to remove these from your online ordering platforms.

Toast Payload Error #2:
“Required modifier in option group (GUID) is missing for item (GUID)”

Toast - Required Mod.pngWhat does it mean?
A required modifier from that group is not in the mapping for the item identified in the payload.
How do I get this resolved?
This is a mapping issue. Please reach out to our Support team for assistance. 

Toast Payload Error #3:
“Delivery info cannot be empty for delivery order”

Toast - dining option.pngWhat does it mean?
There is an issue with the dining options.
How do I get this resolved?
This is a configuration issue. Please reach out to our Support team for assistance to add these dining options back into our mapping, or back into Toast if they have been deleted. 

Square POS Common Payload Errors
Here are a few of our most-seen Square POS errors and what they mean for you. 

Square Payload Error #1:
“VALUE_EMPTY…Field must not be blank”

Square - VALUE EMPTY.pngWhat does it mean?
Something is missing from our mapping.
How do I get this resolved?
This is a mapping issue. Please reach out to our Support team for assistance. 

 

Square Payload Error #2:
“Duplicate catalog object ID found”

Square - duplicate mod.pngWhat does it mean?
There is one modifier being used twice for one item, causing the order to fail.
How do I get this resolved?
This is a mapping issue that may require some restructuring in the mapping or on the menu itself in order to resolve. Please reach out to our Support team for assistance. 

 

Square Payload Error #3:
“AUTHENTICATION_ERROR”

Square - Authentication.pngWhat does it mean?
Square needs to be reauthorized in order for Chowly to access the menu data.
How do I get this resolved?
This is a common configuration issue with Square. Please reach out to our team for assistance and they will be able to walk you through re-authorizing your Square/Chowly connection.

 

Upserve POS Common Payload Errors
Here are a few of our most-seen Breadcrumb POS errors and what they mean for you. 

Upserve Payload Error #1:
“Upserve: :TicketError”
BC - cannot parse.png
What does it mean?
This typically means there is a mapping issue.
How do I get this resolved?
Please reach out to our Support team for assistance with resolving the issue in our mapping.

Upserve Payload Error #2:
“#<NoMethodError: undefined method `split’ for nil:NilClass>”
BC - nil class.png
What does it mean?
This typically means there is something missing from the mapping.
How do I get this resolved?
Please reach out to our Support team for assistance with resolving the issue in our mapping. 

 

Speedline POS Common Payload Errors 
Speedline Payload Error #1:
“Connection refused – connect(2) for…port…”
Speedline - Connection.png
What does it mean?
This is a general Speedline client issue. Speedline is either not running or the agent needs to be reinstalled.
How do I get this resolved?
Please reach out to our Support to see if you need to have your Speedline agent reinstalled.

Still Have Questions?