Runbook: Online Orders and POS Sync

Sample document for TicketChat testing. Not an official policy.

Covers three related complaints: online orders not reaching the counter POS, store inventory sync delays, and the website showing stock the store does not have.

Symptoms: the shop gets an order confirmation (order number W#######), but the store counter never sees the order.

1. In the POS admin, open Integrations > Order Inbox and check the last message time.
2. If the inbox is older than 10 minutes, restart the Order Bridge service on the store server.
3. Orders placed while the bridge was down are re-sent automatically within 15 minutes of the restart. Do not re-key them by hand, or the shop is billed twice.
4. If several stores report this at once, it is an outage: raise priority to Urgent and notify the WD support lead.

The POS sends stock levels to the website every 15 minutes. A store more than 1 hour behind shows a yellow banner in the store list.

• Check disk space on the store server first; sync stops below 2 GB free.
• Run Full Inventory Push from the POS admin. It takes 20 to 40 minutes for a typical store.

Usually a sync delay (see 2) or a part sold at the counter in the last 15 minutes. If the count is still wrong after a full push, request a cycle count for that part number and link the result to the ticket.