The customer paid one amount on your website, but a different amount appeared on the fiscal receipt. The order came through the Web Orders app, meaning from your own website, not from a delivery platform (Bolt Food, Wolt, Glovo, Tazz). For this channel, the explanation is different from the one that applies to delivery platforms, and there is no menu synchronization that could be used or that would change anything.
Where does the price on the receipt come from?
The order sent to us by your website identifies the products and quantities, not the prices. When the order comes in, Ebriza uses the price of each product from your product catalog on the fiscal receipt, even if your website displayed and charged a different price.
There is no menu synchronization between Ebriza and your website, in either direction: we do not send the catalog to your website and we do not retrieve prices from it. There is no synchronization you can run for this channel. The two price lists are maintained manually so that they match, and if they become different, the total on the fiscal receipt will differ from the amount paid on the website for every order until you align them.
Most common cause: an option that is added to the receipt with a price of 0
If the product's option group has „Global price” enabled, all options in that group are added to the receipt with a price of 0 because their price is considered to be included in the price of the source product. This is how the feature is designed and it works the same way for orders placed in the restaurant. However, if your website charges the customer separately for that option, the receipt total will be lower by exactly the price of the option multiplied by its quantity.
Signs that this is the cause:
The difference between the amount paid on the website and the receipt total is exactly equal to the price of a single option (or a multiple of it if the option was selected more than once).
The option appears with a price of 0 in the order in Ebriza.
Sometimes the same product appears twice in the order: once as an option with a price of 0 and once as a regular line at its normal price.
If you want the option to be charged separately, open the group under Product Catalog → Modifiers, disable „Global price”, and set a price for each option. Keep in mind that this setting applies to the entire group, so changing it will also change the option price for orders placed in the restaurant. Alternatively, you can choose not to charge for the option separately on your website.
How to check a specific order
Take the order in question and note its number, time, and total shown on the website.
Place the two product lists side by side and compare them line by line, not just the unit prices: check the number of lines on each side, quantities, and lines entered with a price of 0.
Add up each column to the end: quantity multiplied by price, plus the delivery fee, minus the discount. The sum of the differences between the lines should exactly match the difference between the two totals.
If the unit prices match but the total is still different, the cause is a line, not a price: a line entered with a price of 0, a missing line, or a different quantity.
Identical unit prices are not proof that the totals match. You can conclude that „everything matches” only after adding up both columns completely.
What is not the cause on this channel
Unsynchronized menu or old prices remaining on the website. There is no menu synchronization between Ebriza and your website, so there is nothing that can remain unsynchronized on our side.
Delivery platform fees. These do not apply when using your own website.
If the totals still don't match
Write to us via chat or at support@ebriza.com and send us the order number, date and time, the total shown on the website, the receipt total, and a screenshot of the products ordered on the website. We will check what Ebriza received for that order and what price was assigned to each line.
Tags: different web order total, website order different total, receipt lower than website payment, Web Orders app, own website, option with 0 price on receipt, global price, modifier charged with 0, side dish not added to total, website prices different from Ebriza