🧾Handling Issues with a Specific Order

🧾 Handling Issues with a Specific Order (Timed Credit Card Orders Changing to Cash)

A known Pulse behavior can affect timed (future) orders paid by credit card: the card is not authorized until the day of fulfillment. If authorization fails (insufficient funds, bad CVV/ZIP, etc.), Pulse silently switches the payment type from Credit Card to Cash. Use the steps below each morning to catch and correct these before fulfillment. Any other single-order issue must be escalated to the DM (and then IT, if needed) before End of Day (EOD) is completed.

📋Morning Audit for Timed Orders
⚙️Fix the Affected Order (Delete & Recreate)
📞Call the Customer for Payment
🧠Notes About EOD & Escalation
🚧If the Issue Persists
✅Summary

📋Morning Audit for Timed Orders (Daily, before opening)

1) In Pulse, review today’s Timed (Future) Orders list and check each order’s payment type.

2) Look for any orders originally placed as Credit Card that now show Cash. These indicate a same-day authorization failure.

3) Record the order number(s) you identify for correction.

⚙️Fix the Affected Order (Delete & Recreate)

For any order flipped to Cash due to authorization failure:

1) Open the affected order and delete the original timed order.

2) Create a new order with the same items, prices, coupons, taxes, and the original promised time.

3) Do not mark the order as paid yet—you’ll collect payment after contacting the customer.

📞Call the Customer to Collect Payment

1) Call the customer using the phone number on the ticket.

2) Explain briefly: “Your original credit card authorization for today did not complete, so we recreated your order. We need to take payment again now.”

3) Process the payment by credit card over the phone (or note that they will pay at pickup/delivery if required by store policy).

4) Verify the order shows as paid and the promised time remains correct.

🧠Notes About EOD & Escalation

Critical timing: If an order-specific issue cannot be resolved the same day, escalate to your DM immediately. If needed, the DM will escalate to IT.
After EOD: Once EOD is completed, you cannot edit or cancel any order from that day. Make sure all escalations happen before EOD.

🚧 If the Issue Persists

If none of the above steps resolve the issue, continue troubleshooting using related resources or escalate as outlined below.

1) Double-Check Key Points

You completed the morning audit for all timed orders due today.
Any affected order was deleted and recreated with the same items and promised time.
You called the customer and attempted to collect payment again.
You confirmed EOD has not been completed yet for the day.
You documented the original order number, the new order number, and the customer contact outcome.

2) Escalation Instructions

For Store Team Members:

If the issue remains after completing all steps, contact your District Manager (DM) for further guidance.
Tell your DM you completed all troubleshooting steps and describe the exact Pulse behavior observed.

For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

✅ Summary

Each morning, audit today’s timed orders for any that flipped from Credit Card to Cash. For those, delete the original order, recreate it, and call the customer to collect payment again and explain the failed authorization. All other order-specific issues must be escalated to your DM the same day (and then to IT, if needed) before EOD—after EOD, no changes or cancellations can be made.