What to check when a modifier (packaging, cutlery, side dish, sauce, topping) does not appear on orders from Glovo, Bolt Food, or Wolt
Orders received from a delivery platform come into Ebriza without an option that you have configured as a modifier — most commonly packaging, but the same can happen with cutlery, side dishes, sauces, or any other extra. Usually, it only happens for some products: packaging comes through for some products, while it never comes through for others.
Ebriza receives exactly what the platform sends, and packaging comes through as a modifier on the order line. If it is not on the order, the customer had no option to select it on the platform — meaning the modifier was not included in the menu sent there. Nothing was lost on our side, and this is not a platform issue: the cause is in the modifier configuration, and you can correct it yourself.
The same thing shows on meal / combo / set products: the order arrives with only the combo product, without the component products the customer chose. If you use a label printer, it prints a single label with the combo’s name instead of one label for each product in the combo. The labels are fine. The options never arrived on the order, so there is nothing for them to print.
Why does this happen?
A modifier is not automatically applied everywhere. In the modifier screen, at the top, under Availability → Product Configuration, you select the product configurations where the modifier applies:
If you have not checked anything there, the field shows “In all configurations” — the modifier applies everywhere, and this step is correct.
If you have checked specific configurations, the modifier applies ONLY to those configurations. If the configuration used by the platform's brand synchronization is not among them, the modifier will not be sent to the platform, regardless of how correctly it is attached to the product — and orders will come in without it.
Attention: a menu synchronization that finishes without errors does not prove that the modifier was sent. It only means that the platform accepted the menu we built from the selected configuration — a menu from which the modifier was missing.
What do you need to do? The check has two steps, not one
Check whether the modifier is attached to the product. Go to Nomenclature → Modifiers, open the modifier (for example, the packaging modifier), and check under Source that the affected product — or a category containing it — is listed there.
Check whether the product configuration used for synchronization with the platform is selected. In the same modifier screen, at the top, under Availability → Product Configuration: either the list is empty and the field shows “In all configurations”, or it must have the exact configuration used for the brand's synchronization selected. You can see the brand's configuration under Applications → platform application → Brand Settings → Menu Sync: this is the configuration selected there for your brand. If it is missing, select it and save.
Only after both steps are correct, run the menu synchronization again for the respective brand: Applications → platform application → Brand Settings → Menu Sync → select the brand and configuration → Start Sync.
Check on the platform that the option now appears for the relevant products and place a test order, if possible.
If you have multiple brands or multiple platforms, each one has its own synchronization configuration. Select all the configurations you need on the modifier, not just one.
Do not stop at step 1: “the product has the modifier attached” does not mean the modifier is sent to the platform. If the option never came through on orders, do not run the menu re-sync as the first or only step, because without step 2 it changes nothing. Exception: if the option used to come through and disappeared after a sync, see the section “It used to work and stopped after a menu sync” below.
It used to work and stopped after a menu sync
If the options used to come through on orders and disappeared from a certain date, usually right after a menu sync, and only on one or two platforms (for example on Glovo and Bolt Food but not on Wolt), the cause is not the modifier configuration. That configuration is the same for every platform. The menu sent in that sync reached the platform without the option groups of some products, so the customer had nothing left to choose.
What to do:
Step 1: look at a recent order from the affected platform and at one from before the date the problem started. If the options appear on the older one and are missing on the newer one, this is your case.
Step 2: run the menu sync again for each affected platform: Applications → platform application → Brand Settings → Menu Sync → select the brand and configuration → Start Sync. Do this for every platform and every brand where you noticed the problem, not just one.
Step 3: check on the platform that the products have their options again. Then check the next order of that kind to confirm the options come through on the order (and, if you use a label printer, that one label prints for each product).
In this case the re-sync is the fix itself, and you can do it yourself. Orders already received are not corrected retroactively.
The rule applies to all platforms
If you have checked the two steps above and both are correct, but Bolt orders are coming in with fewer options than you configured, there are two more possible explanations, both specific to Bolt (both Bolt Food and Bolt Dine-In).
1. The customer could only select one option
A group of options with a fixed number of selections — meaning the minimum equals the maximum, for example 2 and 2 or 3 and 3 — was sent to Bolt as a single-choice list. On the platform, the customer could select only one product, so no matter how correctly the modifier was configured, the order entered Ebriza with only one option. The issue has now been fixed: the set is displayed with a plus/minus button for each option, and the customer must reach the number of products you requested. What you need to do: open the modifier from Nomenclator → Modificatori, check under Number of selections that the numbers are the actual ones (if you used the minimum 4 / maximum 5 workaround to make it work on Bolt, now set minimum 5 / maximum 5), then run the menu synchronization again: Applications → Bolt Food app → Brand Settings → Sync. menu. Orders that have already been received cannot be corrected retroactively.
2. All options in the group were hidden or deleted
If you hid all the options in a group, or the products added as options no longer exist or are no longer included in the product configuration used for the brand, the group is not sent to Bolt at all and disappears from the platform at the next synchronization. This is not an error: a group with no options does not give the customer anything to choose from. What you need to do: open the modifier, unhide the options you need or add new options, check under Source and Options that the respective products are included in the product configuration used for the Bolt brand, then synchronize the menu again.
Keep in mind: on Bolt, the customer can select the same option multiple times, up to the total number of selections required by the set. If a customer ordered 2 x the same soft drink from a “choose 2” set, the order is correct — it is not a configuration error. If you want the set to allow only one choice, set minimum 1 and maximum 1.
The two-step verification applies to any delivery integration that Ebriza uses to synchronize the menu — Glovo, Bolt Food, Wolt— not just the platform where you noticed the issue. However, the two additional causes described in the section above apply only to Bolt.
Tags: [combo arrives without its products on delivery order, combo order comes in without options, only one label prints for a combo, labels no longer print for combo items, options disappeared after menu sync, Glovo orders without modifiers, Bolt orders without modifiers]