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Zonal: A guide for Operators - Something is not quite right

Updated

With all things tech, sometimes it doesn't quite work like you expect it to or you need some help.  This article will guide you through some common problems Operators face and will detail where you need to go resolve the issue.

 

The article covers the following topics:

Pay at Table/Bar

Order at Table

Help Centre Contact Details

 

Related Articles:

 

Pay at Table/Bar

When a customer enters the table number or a bar tab number, LOKE will retrieve the bill from Zonal's Table Service api and present it to the customer.   The Table Service api, allows LOKE to access all open tables within Aztec for your site The customer is then able to pay off the entire amount or make a partial payment using the stored card payment on the app.  When the bill has been completely paid off the account is closed.

 

The customer cannot retrieve the bill

In this case, it is best to log a call directly with Zonal Help Centre as their may be a problem connecting to the till within your site using the Table Service api, always include LOKE so that they are able to follow up on your behalf.

 

There was an internal error message

There could be several reasons why the customer saw this error which can include trying to pay the bill off manually with a server at the same time as paying with the platform.  If this is the case, you will need to wait until the customer has re-attempted to pay the bill.  

In other cases, you will need to log a help desk ticket with Zonal and LOKE so that both teams can investigate.  Ensure that you take screenshots of the error and take a note of the customer name and time of the error occured.  This will help the team isolate the issue and read the logs and help your resolve it.

 

 

Order at Table

When the customer clicks on Menu within the LOKE platform, LOKE will use the Zonal iOrder api to retrieve the menu.   iOrder is an online menu management tool provided by Zonal that integrates with Aztec. Synchronisation happens between the till and the Zonal Ordering API every so often.  Once the menu is pulled the customer is able to place an order and pay the bill using either the stored card on the phone or using Apple/GooglePay.

 

The menu is not quite right.  Who do I contact?

If you need to make changes to your menu, you should contact your representative at your Head Office, often this will be someone in IT responsible for creating products in Aztec or it could be someone in marketing.  Unfortunately, LOKE do not have access to edit your menus and these changes will need to be administered by your internal teams.

 

The error message states: that there has been an error retrieving the menu. 

Z556 means that iOrder API couldn’t retrieve the menu from iOrder. This can be caused by numerous things such as menu configuration issues or network. It can also be caused if the menu has recently been changed and it hasn’t regenerated itself yet. If it was fixed without any intervention, then this is most likely what happened.

Please ensure that the PC on site is switched on and if this has not resolved the issue then please contact Zonal Help Centre and include LOKE so that we can follow up on your behalf.

 

The error message states: UnknownTableError: Table number does not exist on terminal.

The table number that has been entered by the customer does not exist on your terminal. Check to see if all the tables have been created on the table plans and check to see if the customer has entered the correct table number.

 

The error message states: UnknownTableError: Something unexpected has happened

When this error occurs then there is a problem with Zonal api's.  Please contact Zonal Help Centre detailing location, time of error, customer name and include LOKE so that we can also assist Zonal

 

Help Centre Contact Info

Zonal Help Desk: HCCallRequests@zonal.co.uk 

LOKE Help Desk: support@loke.global 

 

 

 

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