We have a client who has several online orders that are declining payment, yet the orders are printing to the kitchen. Those orders have an "open" status in the POS.
What we know:
- We confirmed that we never fire the print event API on these orders and never had a status of submitted on the custom order. We only fire the print event API when an order is successful.
- On our Clover mini test device we are unable to simulate this issue. When we have a declined card in our sandbox, the order shows up in the Clover web dashboard under Orders, but does not show up in the Orders app in the Clover mini. Is that because our test device is a Clover mini?
My hunch is that the orders somehow showed up in the Orders app (different POS hardware? setting/filter?) on her POS and printed because of a setting, such as "Fire when hitting save" maybe? I also had a hunch that this was user error, but we show the orders as declined in our system and the client sent over pictures of the kitchen tickets that printed to the kitchen. Any ideas on what we can check?