This article applies if orders from a delivery platform were coming into Ebriza normally up to a certain point, but from a specific time onward, no new orders come in.

At the same time, you may notice other signs:

This also applies if you are missing just one order — the customer or the platform tells you it was sent, but it does not appear on the Deliveries screen, either among the active orders or in the “Closed” tab. An order that never reached Ebriza is not in either of these tabs, and restarting the app will not bring it in. Check the brand and location where the order was placed, not the main one: if the integration there is down, the order never reached us.

If only one order is missing, or only the orders that contain a specific product, while other orders from the same platform come in normally, the cause is usually different: the order reached Ebriza but was rejected because of one product. See the section “An order was rejected because of a product: the platform’s menu is out of sync” below. You can fix this one yourself.

If the issue started immediately after a power outage, voltage drop, or internet interruption, start with the article “Delivery orders are not showing on the tablet after a power or internet outage.”

If orders continue to come in normally and only the status of one order remains outdated on the platform, even though the order is completed in Ebriza, see the article “The order still appears as ‘being prepared’ on the delivery platform, even though it is completed in Ebriza.”

If, however, orders are coming in normally and only one particular order reached the kitchen late, or its order ticket was not printed from the start, see the article "The delivery order reached the kitchen late / the order ticket was not printed from the start (scheduled orders)" — most likely it was an order scheduled for a later delivery time.

The typical sign: orders from the platform come in normally, but one specific order did not arrive, and orders that contain a certain product do not come in at all. If we or the platform give you the reason, it looks like this: “No item found with SKU provided and saving new items is not allowed. (product name)”.

What it means: the order reached Ebriza, but for the product in brackets the platform sent a code (SKU) that no longer exists in your product catalogue (Nomenclator). The delivery platform keeps its own copy of your menu, with the codes from the last sync. If the product was changed in Ebriza since then, for example its SKU was changed, the platform keeps sending the old code. Ebriza cannot find the product and rejects the order. We do not create a new product from the order automatically, because that would leave you with duplicate products in your catalogue.

This is not an integration failure, and you do not need to contact us. You can fix it yourself in a few minutes by syncing the menu from Ebriza:

In the app's list of brands, find the row of the brand the order was placed on. On the right of the brand name there are two small icons: a circle with two arrows (it shows "Sync menu" when you hover over it) and a pencil. Click the circle with two arrows and confirm. Only that brand is synced; your other brands are left untouched.

You do not need the "Sync all brands" button at the top of the page. It re-sends the menu of every brand on the platform, including the ones that are working normally. For a rejected order, syncing the brand the order came from is enough.

Don't see the circle with two arrows on the brand's row, only the pencil? Then the brand has no product configuration selected, and the row shows "Product configuration: not configured". In that case "Sync all brands" skips this brand as well. Click the pencil on the brand's row, choose the brand's product configuration and save, then sync the menu. Once you save, the circle-with-two-arrows icon appears on the row.

Don't see the circle with two arrows on the brand's row, only the pencil? Then the brand has no product configuration selected, and the row shows "Product configuration: not configured". In that case "Sync all brands" skips this brand as well. Click the pencil on the brand's row, choose the brand's product configuration and save, then sync the menu. Once you save, the circle-with-two-arrows icon appears on the row.

After the sync, the platform receives the current codes from your catalogue, and new orders containing that product come into Ebriza normally. The sync does not resend the order that was already rejected. Handle that one directly with the customer or the platform.

Do not change the SKU in your catalogue to match the platform. Ebriza is the source of the menu, and the sync sends the codes from Ebriza to the platform, not the other way round.

Exception: there is no menu sync from Ebriza for GloriaFood. There, correct the product code directly in the menu in your GloriaFood account so it matches the SKU in Ebriza.

For more on what reaches the platform only after a sync, see the article “I changed my products in Ebriza (photos, price, name, description) — are they updated automatically on delivery platforms?”.

The Online / Offline label in the admin account

Under Apps → the platform's app, every brand shows an Online or Offline label. It is informational only: it shows the last state we know about, it cannot be changed from there, and it does not tell you whether the integration works.

The state is changed from the POS (Delivery section) or by the platform. If you close or open the store directly in your account on the platform, the label in Ebriza can lag behind until the next change made from the POS.

A brand showing Offline is not a fault: it only means the store has not been switched on from the POS. And a brand showing Online does not guarantee the platform is sending orders — if no orders arrive, follow the steps in this article.

Most often, orders stop coming in because the store is closed on the platform — and it closed itself. Delivery platforms (Bolt Food, Wolt, Glovo) automatically close the store when an incoming order remains unaccepted or is canceled by the platform because no one responded. The closure comes from the platform, but the cause is the order that remained unaccepted in the POS, and you can resolve it yourself.

Signs that confirm this cause: you reopened the store and it closed again after a few minutes; you did not receive any notification for the order; the order was not visible in the Deliveries list in the POS; or a customer called the store about an order you did not know about. As long as the order remains unaccepted, reopening the store does not solve anything — the store will close again.

What to do, briefly: open the Deliveries section in the POS and look for a new unaccepted order or one canceled by the platform during the period immediately before orders stopped coming in (also check the “In the future” tab — scheduled orders must be accepted in the same way). Accept the order, then reopen the store from the POS: Deliveries, the "Pause orders temporarily" button in the top bar (or the three-dot menu on the right, if the button is not shown in the bar), select the store, and click "Apply". Check each brand individually — if you have multiple brands on the same platform, even at the same location, each one has its own open/closed status, and one open brand tells you nothing about the other.

The complete steps, with details, are available in the article “How do I stop the order flow during busy periods? [Ebriza New POS]”, in the section “The store closed itself / appears offline on the platform even though no one closed it”.

The integration with a delivery platform works based on an authorization granted by your brand to the platform.

This authorization is valid for a limited period and may expire or be invalidated, for example, if something changes in your platform account.

When this happens, the integration may not appear to be broken in Ebriza. In Apps, everything may still look configured exactly as before. However, the platform rejects communication with Ebriza, which means:

Wolt only: Ebriza automatically renews the authorization of Wolt brands every night, for any brand whose authorization is due to expire within the next 7 days. There is nothing to enable and nothing for you to do. Until now, a Wolt brand that had received no orders for 30 days lost its authorization even though nothing was wrong with the account — that case no longer happens. The automatic renewal does not help in two situations: when the authorization has already expired, and when it was invalidated from your Wolt account (for example, you changed something there or withdrew Ebriza's access). In both, the reauthorization described below is still the only fix. There is no such automatic renewal for Bolt Food, Glovo or the other platforms.

Two things are typical:

You don’t need to wait for an order to confirm the cause. Go to Apps and open the platform's app. On the row of the affected brand, click the circle-with-two-arrows icon to the right of the brand name and confirm. If the authorization is no longer valid, the synchronization will stop immediately with an explicit message that includes the platform name:

This message confirms the cause: there is nothing wrong with your menu or product configuration, and a new synchronization will not succeed until the authorization is restored. If, instead, the synchronization stops with a different message — one about an empty category, the configuration structure, or a specific product — then the issue is with the menu, not the authorization, and the articles about menu synchronization will help you.

If you receive the message “Wolt integration is not active. Please contact an Ebriza agent for help.” when running Menu Sync, first try the reauthorization described above — on Wolt, you can do this yourself in just a few minutes. Contact us only if the message appears again after the reauthorization has been completed successfully.

You can reauthorize the brand yourself.

Reauthorizing the brand renews the expired authorization, and orders should start coming in again once the authorization is successfully completed.

For detailed steps, including screenshots, see the article “Wolt Integration.”

For Bolt Food, Glovo, and the other platforms, the integration details are entered by the Ebriza team. You cannot reauthorize the integration yourself from your account.

Contact us and we will renew the integration for you.

To help us identify the issue quickly, send us:

The order number alone is not enough.

On Wolt, the order number is a counter that resets every day and is separate for each location. This means that the same order number can appear multiple times in your account, on different days or at different locations.

The date and location help us identify the exact order you are referring to.

From the Alerts app, you can create an alert of the type “Accept/reject orders from delivery platform.”

You will receive an email when a store stops accepting orders from a delivery platform.

For more details, see the article “API Alerts - Product/store availability.”

Tags: [orders no longer coming in, delivery orders stopped, integration down, expired authorization, brand reauthorization, store closed on platform, Wolt, Bolt Food, Glovo,order rejected, product not found, SKU not found, No item found with SKU provided, saving new items is not allowed, menu out of sync, Glovo menu sync]