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Troubleshoot Catalogue V3

Use this page when a catalogue, item, checkout, payment, or order state does not match what managers or guests expect.

Symptom Table​

SymptomFirst Checks
Catalogue is hiddenActive state, guest URL, categories, items, operating hours, and multi-catalogue visibility.
Item cannot be orderedItem active state, hidden state, operating hours, required choices, price, and POS IDs.
Item is invalid or not foundStale URL, deleted item, moved item, hidden item, or wrong merchant link.
Checkout failsRequired guest form fields, schedule rules, promo code, payment option, and cart validation.
Payment state is unclearOrder details, gateway details, payment method, and payment result page.
POS posting failsPOS type, item POS IDs, payment mapping, and manual handling process.
Export or log data is missingDate range, catalogue filter, search text, pagination, and selected property.

Guest Visibility Checks​

  1. Open the same guest URL the guest used.
  2. Confirm the correct merchant and catalogue load.
  3. Check catalogue, category, subcategory, and item active states.
  4. Check catalogue and item operating hours.
  5. Check guest language fields if labels are blank or wrong.

Checkout and Payment Checks​

  1. Add the same items and choices to cart.
  2. Complete required guest form fields.
  3. Apply the same promo code if used.
  4. Select the same schedule date or time if used.
  5. Select the same payment method if more than one payment option is enabled. If only one option is enabled, checkout can use it automatically.
  6. Search the order list before asking the guest to retry.

Escalation Details​

When escalating, include:

  • Property or merchant.
  • Guest URL.
  • Catalogue and item name.
  • Guest language.
  • Cart contents and promo code if used.
  • Payment method and gateway if used.
  • Order reference if one exists.
  • Screenshot of the guest state and staff order detail where available.