Troubleshooting and common questions

Step by step

1. A customer can't pick the date they want

   Check four things. Is the day ticked under Regular Closed Days or in Special Closed Days List (Business hours)? Is it sooner than the Earliest pickup days of a product in their cart? Is it later than Maximum bookable days?

   If all three are fine, the day may be full: check Inventory Management. Click Update after any change.

   

2. Same-day pickup isn't offered

   Open the product and check that Earliest pickup days is 0 and that a Same-day pickup cutoff time is chosen. Without a cut-off time, same-day pickup is never offered.

   After the cut-off time each day, the earliest date moves to tomorrow.

   

3. A product isn't showing on my order page

   In Menu Management, check the product's eye button shows Published, and that Sales channels is Web only or Both, not Staff only.

   Then make sure you clicked Update at the bottom of the page. Reload your order page to check.

   

4. A time-slot product says "No pickup slots"

   Its slots are still at 0. Open Timeslot Orders_Inventory, select the slots, enter a number, click Bulk Change, then Save. See Pickup time slots.

   

5. A customer says stock is insufficient

   That product is full on that day. If you can make more, raise the number for that day in Inventory Management and click Update, then ask the customer to try again.

   Or turn on Unlimited Stock Orders in Basic Info if you don't want limits at all.

   

6. An order email didn't arrive

   Check your spam folder first. Then check the Email and Additional CC addresses in Basic Info. Copies go only to addresses you saved with Update.

   The order is always in Order Management, even if an email is missing.

   

7. Changing prices

   Open the product in Menu Management, change Price (USD), click Save, then Update. For many products at once, use List view.

   New prices apply to new orders only. Orders already placed keep the price they were placed at.

   

8. My order page says it isn't accepting orders

   If it says This shop is not accepting online orders at the moment., the Open switch in Basic Info is off. Turn it on and click Update.

   If it says This store is not accepting orders right now, your plan has ended or a payment failed. Open Plan & billing.

   

9. A team member can't change anything

   Their role is probably View only. The owner or an Admin can change it in Basic Info, on the Account Management tab.

   

Related guides

• Getting started — A checklist for your first day: sign in, start your free trial, then set up your shop, hours, products and stock, and share your order page.
• Business hours and closed days — Tell the system when customers can pick up: your pickup hours, the days you are always closed, holidays and extra open days, and how far ahead people can order.
• Inventory and stock — Limit how many of each product you sell per day, or per pickup time slot. Learn how stock goes down with each order and what customers see when you are full.
• Products — Create categories and products, set prices in dollars and sale prices, add photos, choose how much notice each product needs, hide products, and change their order.
• Plan and billing — One plan with every feature: $200 a month after a 14-day free trial. Start your trial, update your card, and see what happens if a payment fails or you cancel.

Still stuck? Email us at support-global@cakesystem.net.