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Guest Order Success and Failure Pages

Catalogue V3 status pages tell guests what happened after checkout or payment. Staff should understand these pages so they can support guests who are unsure whether an order was placed or paid.

Quick Reference​

PageWhat It MeansStaff Check
Order successThe order was submitted successfully.Find the order in the order list before making changes.
Order failedCheckout did not complete.Check whether an order exists before asking the guest to retry.
Payment failedOnline payment failed or was not confirmed.Check payment status before collecting another payment.
Order not foundGuest opened an invalid or expired order link.Search by guest, room, or time in the order list.
Order historyGuest reviews previous orders when kiosk mode is not replacing history.Confirm order history is expected for the catalogue.
Order detailGuest opens a specific order to review items, payment, and status.Compare guest order detail with staff order detail if there is a dispute.
End sessionKiosk mode asks the guest to clear the session.Confirm shared devices do not show previous guest history.

Order Success​

After a successful order, guests see the success page. If order success redirect is enabled, guests see the success page first and are then sent to the configured URL after the selected delay.

When supporting this flow:

  1. Confirm the order appears in Catalogue V3 orders.
  2. Confirm staff can see guest details, payment status, and item details.
  3. Confirm redirect settings only if guests report being moved away too quickly or to the wrong page.

Failure States​

If guests report an unclear result:

  1. Ask whether they saw order success, order failed, or payment failed.
  2. Search the order list by guest details, room, time, or order reference.
  3. Check payment status before asking the guest to pay again.
  4. If no order exists, ask the guest to retry only after checking catalogue availability and guest form requirements.

Payment Failed Page​

The payment failed page is shown when online payment does not complete or cannot be confirmed. Staff should check the order list and gateway details before advising the guest to retry payment.

When supporting a payment failed report:

  1. Search for the order by guest, room, time, or reference.
  2. Review payment method, payment status, and gateway details.
  3. Confirm whether the guest was charged.
  4. Follow the property's manual payment handling process.

Guest Order History and Detail​

When kiosk mode is not enabled, guests may review previous orders and open order detail pages.

Guests can use order detail to review:

  • Items, quantities, variants, options, add-ons, components, and item notes.
  • Payment method and payment state.
  • Order status and order timing.
  • Promo codes, discounts, surcharges, and totals where shown.

If a guest detail page does not match the staff view, use the staff order detail page as the operational source of truth and escalate with both screenshots.

Kiosk End Session​

When kiosk mode is enabled, guests should end the session after checkout instead of browsing previous order history.

  1. Confirm the guest sees the end-session action after order completion.
  2. Confirm the kiosk redirect URL is correct if configured.
  3. Confirm the next guest cannot see the previous guest's order history.

Troubleshooting​

Guest says order failed but staff see an order​

What you see: The guest reports failure, but staff can find the order.

Do this:

  1. Open the order details.
  2. Check payment and POS status.
  3. Follow the property's manual handling process if payment or POS posting is unclear.
  4. Do not ask the guest to place a duplicate order until the existing order is reviewed.

Success redirect opens the wrong page​

What you see: Guest order succeeds, then redirects to an unexpected URL.

Do this:

  1. Open catalogue settings.
  2. Confirm order success redirect URL and delay.
  3. Correct the URL and place a test order.

Guest order history should not appear​

What you see: A shared device shows order history instead of an end-session flow.

Do this:

  1. Confirm the catalogue should use kiosk mode.
  2. Check kiosk settings and redirect URL.
  3. Place a test order and confirm end-session behavior.
  4. Clear the shared device before returning it to guests.