When orders are not being processed and they are being auto-refunded, you will see this error message in LOKE Office(Labs):
refunded: ZonalApiError: We were unable to process your request at this time
Alternatively your customer maybe reporting a problem directly to you.
Contact Zonal by calling 0333 234 1210 (alternatively by Email: Zonal Support) AND Email LOKE Support as there could be a couple of reasons why orders are being auto-refunded.
Provide the following information on the ticket - if possible.
- Is it happening to all orders? And what type of ordering is this affecting?
- If its specific customers - are you able to give us their name and email address?
- Is there a video or screenshot available?
Specific Customers
If the table number does not exist on the POS then Order at Table orders will be rejected by Zonal and automatically refunded. A Table Number could be entered incorrectly by the customer or it may not be configured on the POS.
Happening on all orders
Once the ticket has been logged with both Zonal and LOKE support, then check your POS to see if there are any accounts that need to be closed and try and close these accounts. Once this account has been relinquished, your customers will be able to place orders.
Blocked account normally occurs when a Head office/estate changes the menu during trading hours, and it updates the app when people are using it, it creates this error.
Therefore the recommendation is to tell whoever is making menu changes to update only when the app isn’t in use with customer’s at the time, i.e. in the evenings, or early morning.