Kiosk & Order Alerts

Operators can now opt to receive email alerts in case of order send failures on Bite kiosks or contactless solutions. To date, Bite has seen only a very small percentage (>1%) of total orders failing to send to the POS after guest has made payment.*  However, orders may fail to send to the POS for a few reasons:

• POS may intermittently loses network connection
• an item in the order may get 86'ed right before the order is submitted to the POS
• Bite may not receive a successful response from the POS after attempting to send the order due to a slow network connection (POS may or may not return a timeout error response).

There may also be other reasons for orders failing to send in certain edge cases.

In case of these order send failures, operators can subscribe to email alerts so that they can choose to refund or fulfill the order based on the order information available in Bite Admin Portal. The alert email will always contain a link to the order in the Bite Admin Portal, order details, and available guest information (name, email, and phone number).

Guests will be alerted on the kiosk/web browser screen, email and/or printed receipt (if applicable) in case of order send failures; guests will be instructed to contact a staff member for help. For future orders, guests will be instructed to reach out to a staff member or call the restaurant directly for help. Should you wish to update the phone number provided to the guests in the order send failure email, please reach out to [e-mail] and see the very bottom of this article for an example email that guests will receive.

Steps to set up order send/failure email alerts

1. Navigate to and log into the desired location in the Bite Admin Portal
2. Click "Common Settings"
3. Scroll to the bottom of the page until you see the "Alert Rules" section
4. Enter in the desired email address
5. Select "Item 86d Sending Order," "Generic Sending Order Error," "Sending Order Timeout" options and check the box for "All:" frequency to receive alerts as soon as an order fails to send
6. Click "Update"

Example Bite order failure notification email:

Example of an email/text that guest will receive in case of order send failure:

Explanation of Alerts

• Generic Sending Order Error: An error occurred while Bite attempted to send the order to the POS
• Item 86d Sending Order: An item in the order was 86d right before the order was sent to the POS
• Kiosk Down or Missing: Kiosk lost network connectionKiosk Inactive: Kiosk has not had any closed orders
• Kiosk Turned Off Manually: Kiosk was turned off manually by someone onsite
• Ordering: Kiosk experienced generic order sending issues
• Sending Order Timeout: Kiosk received a timeout error as it attempted to send an order to the POS
• Sending Webhook Error: Only applies to locations that use webhooks. An error occurred while attempting to send webhook and it failed to send to the designated URL.
• Uncommitted Transactions: Payment for the order was authorized, when attempting to capture, an error occurred. Bite was unable to capture/commit a transaction for the order, leaving it in the uncommitted state. An order with an uncommitted transaction has not been paid for. Bite will attempt to re-commit the transaction for 24 hours and reach out with any issues.