The difference does not automatically mean that “the discount was not applied.” A discount that the platform sends us in its list of discounts appears on the receipt as a separate line, with a negative value, and is already included in the receipt total. On the other hand, a platform voucher or credit that is simply deducted from the amount to be collected does not reach us as a discount: the order receives neither a discount line nor a payment line for that difference. See the section below about the courier bringing less than the receipt total.
This article is about orders received from a delivery platform. If the order in question came from your own website through the Web Ordering app, go instead to the article “The total on your website differs from the total on the fiscal receipt (orders from the Web Orders app)”: there is no menu synchronization to run in this case, and the usual cause is different.
Why does the difference occur?
When an order comes in, Ebriza recognizes the products from the order received from the platform, but it always takes the prices from your own product catalog, not from the platform. The platform, on the other hand, displays the prices it received during the last menu synchronization.
So, if you changed prices in Ebriza and did not run a menu synchronization afterward, the platform still has the old prices. The customer pays the old price, while the fiscal receipt is printed with the new price. This is the most common cause when the final customer paid LESS than the amount on the receipt. However, if the final customer paid MORE than the amount received by the restaurant, go directly to the section “The final customer paid more than the amount received by the restaurant” below: this is usually not related to prices, and a menu synchronization would not change anything.
The difference does not mean that “the discount was not applied.” A discount granted by the platform appears on the receipt as a separate line, with a negative value, and is already included in the receipt total.
How to check it in a few minutes?
Take a specific order where you noticed the difference — note the order number from the platform and its date.
Compare the products one by one, not just the total: compare the price displayed on the platform for each product with the price of the same product in Ebriza (Nomenclator - Products; if you have a platform price set for the product, compare it with that price).
Check which products have different prices and by how much. The sum of the differences between the products should exactly match the difference in the total.
Check when you last ran the menu synchronization for the respective platform. If you changed the prices after the last synchronization, this is the cause of the difference.
How to fix it?
Go to Applications and open the platform application (Bolt Food, Wolt, Glovo, etc.).
Click Brand Settings.
Select the brand and the product configuration used for the platform.
Click Sync Menu and start the synchronization.
Repeat the process for each brand.
Important: Run the synchronization on all the delivery platforms you have installed, not just the one where you noticed the problem. The prices were changed once, in Ebriza, so the same difference currently exists on the other platforms as well — even if no one has reported it to you there yet.
From now on: after every price change in Ebriza, run the menu synchronization. Nothing is sent automatically to the platforms — not saving the product, not the automatic POS synchronization (which sends changes to the tablets), and not the arrival of a new order.
Also check:
GloriaFood: There is no menu synchronization from Ebriza for GloriaFood. Prices are maintained directly in your GloriaFood account, so after any price change in Ebriza, you also need to update them there manually.
Scheduled prices: If you have entered a platform price with an effective date (the “From date” field), the platform takes the price that is valid at the time of synchronization. Run the synchronization again on the day the new price becomes effective.
Bolt Dine-In: When the Dine-In option is active, the prices from the location are sent, not the preferential platform prices.
Courier brought less than the receipt total, even though the prices match
If you compared the products one by one and the prices match exactly to the cent, don't keep focusing on the price: the menu is not out of sync, and resynchronizing it would not change anything. This is the other case — partial payment.
The amount that the platform sends us as the amount to be collected is net of the voucher or credit used by the customer. The receipt is issued for the full order value, but the amount to be collected is lower, without any price being different.
What Ebriza records in this case:
The payment method and amount to be collected are sent with the order, and Ebriza uses them. For an order paid in cash, a single Cash payment line is created, with the amount collected by the courier — not the receipt total.
The receipt includes the products at the prices configured in Ebriza, plus the platform fees (delivery and service), added as products. They are part of the receipt total you are comparing.
For the difference covered by the voucher, no payment line and no discount are created, so the receipt remains uncovered by that amount.
How to calculate the difference:
Add up all the lines on the receipt: the products plus the platform fees.
Subtract the amount recorded as payment for the order (the amount collected by the courier).
The result is the uncovered difference. Calculate it from these two amounts rather than starting from the voucher value you think the customer used — they often do not match.
What cannot be determined from Ebriza data: the exact value of the voucher and who covers it (the platform or the restaurant). This information is not sent to us. You can find it in the order details in your account on the platform or in the settlement statement received from the platform. If you have questions about the settlement, contact the platform directly.
The final customer paid more than the amount received by the restaurant
This is the opposite situation to the one above: the final customer shows you a screenshot from the platform’s app with a total higher than the one on your fiscal receipt, and the difference is usually a few lei. In almost all cases, this is not an error and it is not caused by us.
In addition to the basket value, the platform charges the final customer its own fees - delivery, service, small-order fee, and others. These amounts remain with the platform; we receive only the amount owed to the restaurant. Therefore, the two figures can differ, and neither of them is incorrect.
How to check
Look at the amount recorded as the payment for the delivery order in the Sales menu. This is the amount the platform sent us as belonging to the restaurant - use this amount as your starting point, not the figure in the final customer’s screenshot.
Compare it with the total on the fiscal receipt. If the two amounts are equal, the order was received and fiscalized exactly for the amount received by the restaurant: nothing is missing from the restaurant’s payment, and there is nothing to fix.
If the amount recorded on the order is LOWER than the receipt total, this is not the situation described here - go to the section “The courier brought less than the receipt total, even though the prices match”.
The difference compared to the figure in the final customer’s screenshot is most likely the amount of the fees that the platform charged the customer directly.
What cannot be determined from Ebriza data
The platform sends us a single amount, the amount owed to the restaurant, not a breakdown of its fees. Therefore, Ebriza cannot show how much was the delivery fee, how much was the service fee, or whether any of these fees were zero. You can see the breakdown in the order details in your account on the platform or in the settlement statement received from the platform.
What to tell the final customer
The restaurant’s receipt is correctly issued for the amount received by the restaurant. The document covering the full amount the customer paid, including the platform’s fees, is issued by the platform - the final customer should request it directly from Bolt Food, Wolt, or Glovo for the relevant order.
Key points
Do not assume there is a price difference between the platform and Ebriza. For Bolt Food, Wolt, Glovo, TapTasty, and Tazz, the menu is pushed from Ebriza, so the prices displayed on the platform are the same as your prices. There are two situations where this is not the case: GloriaFood, where prices are maintained manually in your GloriaFood account, and your own website through the Web Ordering app, where there is no menu synchronization at all and the prices are maintained manually to match in both places. If you still want to rule out this cause, compare the products one by one, as described in the upper part of the article.
A menu synchronization will not resolve this situation because there is no price discrepancy to correct.
The customer is asking for an invoice for the amount they paid, but the receipt was issued for the full amount.
When the platform gives the end customer a discount that it does not send to us as a discount line, the order comes to us at the full menu value and the fiscal receipt is printed for this amount. The fiscal receipt can no longer be modified after it has been issued, and the discount cannot be added retroactively to the order - neither from the POS application nor from the administration account.
If you need a document for the amount actually paid by the customer (for example, because the company that placed the order cannot record in its accounting a receipt for a different amount), you issue it as an invoice, from an order created manually in the administration account:
Go to the Sales menu and click the + button in the top bar, then "Order".
Select the same customer who appears on the delivery order, or add them if they do not exist yet.
Click "+ Add products" and add the same products as on the delivery order.
Apply a discount in VALUE (RON), so that you reach exactly the amount paid by the customer. You can apply it to the entire document, from the discount icon next to the total row ("Add discount to invoice"), or to each line individually ("Add discount"). The %/RON toggle in the window allows you to choose the value in RON.
Save the order and issue the invoice from it.
This invoice does NOT have the fiscal receipt from the delivery order attached: that receipt remains attached to the original order, for the full amount, while on the new invoice the "Fiscal receipt" line remains empty.
If you have already issued an invoice for the full amount on the delivery order, void it first so that you do not end up with two valid invoices for the same sale.
This situation applies to any delivery order where the platform gives the customer a discount that it does not send to us, regardless of the platform. How an invoice with a different value than the fiscal receipt is recorded in accounting is a matter of accounting practice - confirm this with your accountant.
What if the prices match but the total is still different?
If the prices match exactly and there is no partial payment as described above, contact us via chat or at support@ebriza.com and send us: the platform, the order number from the platform, its date and time, the receipt total, the amount collected by the courier, and the difference between them.
[tags: different delivery total, courier collected less, fiscal receipt with a different amount, old price on Glovo, old price on Bolt, old price on Wolt, unsynchronized menu, menu synchronization, collection difference, discount not applied, partial payment, platform voucher, platform credit, uncovered receipt, missing collection amount, delivery fee on receipt]