Why is a QR order pending or unavailable?
Rezervem QR Order can block an order because of unit approval, a different guest, station hours or an expired session. If a guest can view a QR menu but cannot submit, check whether their unit is approved, the station is accepting orders and the current session is valid. Eligibility is checked again at the moment the order is submitted.
Do not blindly resend an order because the guest did not see an immediate status change. Check guest history and the receiving staff station first.
When can a guest cancel an order?
A guest can cancel an order only while it is still **New**. Orders already accepted, preparing or further along cannot be cancelled by the guest in the app. The request needs a valid session and order number.
Cancelling an order that is already cancelled does no harm. After acceptance, staff must follow the venue's own process; order cancellation, payment refunds and external POS corrections are distinct actions.
What do pending approval and different guest mean?
A unit marked **pending approval** is waiting for staff approval; **different guest** means the unit may currently belong to another guest. In both cases Rezervem QR Order blocks the order. Staff should check the active service point and the guest or stay mapping.
Do not approve a guessed location, an expired visit or a mismatched guest. Once staff have resolved the unit state, the guest can refresh the menu and check ordering eligibility again.
Why might a closed station reject orders?
QR Order evaluates the station's local opening and closing times. Orders may be blocked before opening or after closing.
Check weekly hours, exceptional dates and the station's local time zone. For overnight service, test both a new login and a browser session that was opened earlier.
Does a disconnected screen mean the order is lost?
The guest screen follows order status live and, if the connection drops, refreshes the status periodically. A delayed notification is not proof that the order was not recorded. Check its number and history before ordering again.
For the staff app, also verify connectivity, login, active station and notification permissions. If the order exists but no alert appeared, search for it in the relevant staff queue.
Why can staff not reject every order?
In the QR Order Management app, rejecting an order depends on the employee's permission at that station and on the station settings. Only orders that are still **New** can be rejected.
Staff rejection and guest cancellation are distinct rights. A visible button alone does not guarantee the action will succeed; rely on the result of the action and the recorded order state.
A six-step operational troubleshooting checklist
Start with one real example: note the order number, service point and event time, then follow these checks.
- Compare guest order history with the staff list for the correct station.
- Confirm whether the order is New, accepted, rejected or cancelled.
- Inspect the QR unit, current guest session and any required stay verification.
- Review the station schedule, time zone and exceptional dates.
- Check internet access, login and live status updates separately.
- Record a test case for acceptance, cancellation, rejection and interrupted connectivity.
FAQ: Can guests cancel after the order was accepted?
No. A guest can cancel only while the order remains New. After acceptance, the venue handles any changes and refunds through its separate service and payment procedures.
FAQ: Should guests place the order again if no alert arrives?
First check the order number and current history. If the live connection drops, the screen refreshes the status periodically. Compare the staff queue before creating a duplicate order.
FAQ: Does an open QR menu mean the station is accepting orders?
No. A previous browser session can remain visible, but authorization and station hours are checked again when the guest submits. Verify overnight shifts in a real acceptance test.
