When does this apply?
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:
statuses sent from Ebriza are no longer updated on the platform;
the store appears as closed on the platform and you cannot reopen it from Ebriza.
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.”
Most common cause: the brand authorization on the platform has expired
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:
orders no longer come into Ebriza;
status updates no longer reach the platform.
How can you recognize this situation?
Two things are typical:
The issue starts at a specific point in time and continues: the integration worked normally until a certain time, and from that point onward, it stopped working completely.
Only one brand or location is affected: if you have multiple brands or locations, the others continue to receive orders normally at the same time.
What should you do if the platform is Wolt?
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.
Log in to your Ebriza admin account and go to Apps.
Open the Wolt app.
Go to Brand Settings and select the brand that is no longer receiving orders.
Click “Integrate your brand with Wolt”.
The Wolt page will open. Log in to your Wolt account, select the same brand, and click “Authorize”.
Check on the Wolt platform whether the store appears as open.
If the store is still closed, reopen it and place a test order.
For detailed steps, including screenshots, see the article “Wolt Integration.”
What should you do for the other platforms?
For Bolt Food, Glovo, Tazz, 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.
What information should you send us?
To help us identify the issue quickly, send us:
the platform and brand name;
the location where orders are no longer coming in, if you have multiple locations;
the day and approximate time when the integration stopped working;
if you have an order number, send it together with the date when the order was placed.
Why do we also need the order date?
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.
How can you find out faster next time?
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, Tazz