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====== 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.

===== 1. Online orders not reaching the counter POS =====

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

  - In the POS admin, open **Integrations > Order Inbox** and check the last message time.
  - If the inbox is older than 10 minutes, restart the **Order Bridge** service on the store server.
  - 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.
  - If several stores report this at once, it is an outage: raise priority to **Urgent** and notify the WD support lead.

===== 2. Inventory sync delayed =====

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.

===== 3. Website shows stock the store does not have =====

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.