Receipts
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      3. Receipts

      Why is my customer getting charged for an item/modifier, but it's missing on the receipt?

      Network Connection Issues

      If you experience an internet delay around the time we are trying to send your customers' order(s) and match the inventory IDs from the order to the inventory IDs on your PoS, there is a rare chance one or more items will not fully match up and will be left off the ticket. If you were to issue a re-print once the internet connection is back up, the items should appear.

      Before we give your PoS the OK to print the receipt, our system goes through 8 steps to confirm the cloud server for your PoS provider has all the data. Then, the cloud connects to the location/restaurant to print out the order. If the location isn't able to sync the whole order from the provider's cloud, it is possible some items/mods may not print on the receipt.
      It rarely occurs, but hard-wiring the PoS to ethernet and/or improving the network connection will be your best practice for prevention.

      Dead Inventory

      This typically occurs when an item or modifier is deleted while being displayed as available online. This can also happen when a team member exports your inventory to make bulk changes, and then re-imports it to Clover. Doing so will assign new PoS inventory IDs to all your items and modifiers; meanwhile our system is still linked to the old PoS IDs and cannot find a match. 

      If an item is deleted on PoS before disconnecting it on Hazlnut, the item will still be available online, the customer will be charged, but the PoS won’t be able to find the item so it will print a blank receipt. Also, the item on the Hazlnut dashboard will have incomplete mappings, so you’ll likely see a spinning wheel that won’t go away until you contact us to do a hard-sweep for 'Dead Inventory'.

      Here is how you can properly delete items & categories:

      1. Unlink it from ALL categories, items, modifier groups it is attached to
        1. Click modify next to the categories and remove the item(s),
        2. Click modify next to the item(s) and remove any option set(s),
      2. Change the ‘Show Online?’ display to ‘NO’ (you can do this while doing the above ↑)
        1. Click modify next to the categories and change the display to NO,
        2. Click modify next to the item(s) and change the display to NO,
      3. Only after making these adjustments on Hazlnut, you can delete it from your PoS inventory. 

      Here is how you can properly delete modifiers & modifier groups:

      1. Unlink it from ALL items, modifier groups, and modifiers it is attached to
        1. Click modify next to the item(s) and remove any option set(s),
        2. Click modify next to the modifier group(s) and remove any modifier(s).
      2. Change the ‘Show Online?’ display to ‘NO’ (you can do this while doing the above ↑)
        1. Click modify next to the modifier group(s) and change the display to NO,
        2. Click modify next to the modifier(s) and change the display to NO,
      3. Only after making these adjustments on Hazlnut, you can delete it from your PoS inventory. 

      Next time we do a full-sync (mornings at 5 AM ET) they will be removed.

      If not, our team can do a manual hard-sweep and delete anything that is confirmed to be (a) not existing on your PoS (b) not in-use on Hazlnut