The order was fully processed in Ebriza — accepted, sent to preparation, with the fiscal receipt issued and handed over to the courier — but on the delivery platform, it still appears with an older status, such as “being prepared.”
When does this apply?
This article applies if:
orders from the platform continue to come into Ebriza normally;
it affects one or a few orders, not all orders;
in Ebriza, the order has completed its full workflow (accepted, in preparation, fiscal receipt issued, handed over to the courier), but its status on the platform has not been updated.
If, on the other hand, no orders are coming in anymore and no status sent from Ebriza is reaching the platform, the situation is different — see the article “Orders from the delivery platform are no longer coming in (Wolt, Bolt Food, Glovo, Tazz).”
If an order that the platform shows as sent does not appear on the tablet at all, see the article “Delivery orders do not appear on the tablet after a power outage or internet interruption.”
If, on the other hand, the order appears as ready, out for delivery, or delivered on the platform much earlier than it actually is, this is the opposite situation and has a different cause — see the article “The order appears as ‘ready’ or ‘delivered’ on the delivery platform much earlier than it actually is.”
Why does this happen?
Ebriza sends the delivery platform every status change for the order: accepted, in preparation, ready, handed over to the courier. The platform may fail to accept one of these updates — for example, because the order had already been moved to another status on its side.
When an update is not accepted, the order continues normally in Ebriza, but the platform screen remains on the last status it accepted. The difference is only in how the order is displayed on the platform; the order in Ebriza — the products, fiscal receipt, and total — is not affected.
What should you check?
Open the Deliveries menu and look for the order under the Closed tab (orders for which a fiscal receipt has been issued are moved there).
Check the order workflow: it was accepted, sent to preparation, the fiscal receipt was issued, and it was handed over to the courier.
If the workflow is complete, the order is correctly processed on our side. Do not process it again and do not issue a second fiscal receipt — you would issue an extra receipt for the same order.
What should you do next?
Contact us, especially if the situation occurs with multiple orders. We can see which status Ebriza sent to the platform, when it was sent, and what the platform responded, and we can confirm whether the update was rejected by the platform.
What should you send us when you contact us?
the platform and brand name;
the location, if you have multiple locations;
the order number from the platform AND the date it was placed;
the status you see on the platform and the status you see in Ebriza;
the approximate time when you completed the order in Ebriza.
Why do we also need the order date?
The order number alone is not sufficient. On delivery platforms, the order number is a counter that resets every day and is separate for each location, so the same number may appear multiple times on different days or at different locations. The date and location help us identify the exact order you are referring to.
Tags: [order stuck in status, incorrect status on platform, appears as being prepared, order completed in Ebriza, status not updating, Wolt, Bolt Food, Glovo, Tazz]