What you'll see
You receive a failed-order email from Stream that says:
Failure Reason: Restaurant is closed.
Additional Details: Restaurant is closed
The order was not accepted by your POS. This can happen even when your store was open at the time.
What it means
When an order arrives, either Stream or your POS decides whether your store can take online orders at that moment. In this case the answer was "closed". The most common reasons are:
The order time was outside your online ordering hours in your POS. Online ordering hours are often a separate setting from your menu hours or your in-store hours. A delivery app can still let customers order outside these hours if the hours it shows come from a menu that is open longer than your POS.
Your POS reported that it was not accepting online orders or was offline.
The time zone saved for your store in Stream is wrong, so the order was checked against the wrong local time.
Good to know: resyncing or republishing your menu does not change this check. The order time is compared with your POS hours, so the hours themselves need to be correct.
How to fix it
Find the time of the failed order in the email and compare it with the online ordering hours you want in your POS. Check the day of the week too.
Check the hours in your POS.
Toast: Stream checks your Takeout & Third-party delivery online ordering hours for every delivery-app order, including delivery orders. Hours set only for First-party delivery do not count. In Toast Web, go to Takeout & delivery > Online ordering hours and make sure the Takeout & Third-party delivery hours cover every time you want delivery-app orders. For a one-off day, use + Add override. Then select Save and Publish all changes. See (FAQ) I Can't Update My Menu Hours.
Shift4 (SkyTab): the order fails when no SkyTab POS is online for your store. Make sure a SkyTab POS at the store is turned on and connected.
Lightspeed K-Series: make sure online ordering is turned on, the sales period is open, online orders are not paused and a device is online.
Simphony: the order fails when Simphony answers that the service is offline. Check that your Simphony service is online and, if it is, contact Oracle Simphony support.
Other POS: your POS provider rejected the order and reported the store as unavailable. Check the store's availability settings with your POS provider.
Check the menu hours in Stream. If a menu set up in Stream is open longer than your POS online ordering hours, the delivery app shows your store as open when the POS will refuse the order. Either extend your POS online ordering hours or narrow that menu's hours so they match. See Setting Menu Hours.
Place or wait for the next order to confirm that it comes through.
Still seeing the error? Contact Stream Support at [email protected] with your Stream location name, the delivery app, the order ID and the date and time of the failed order, and the hours you expect your store to accept orders. If the time zone saved for your store in Stream looks wrong, tell us the correct one and we will correct it.