What you'll see
You receive a failed-order email from Stream that says:
Failure Reason: Item on the order not found in Stream.
Under Additional Details you usually only see the item or modifier name. The item may look like it is on your menu. This article covers Uber Eats and DoorDash.
What it means
Stream matches every item on an order using the IDs it published to the delivery app, not the item names. This error means the order contained an item Stream did not publish, so Stream could not match it and the order failed.
This usually means the delivery app is still showing, or selling from, a menu that is not the one Stream published. Common reasons:
Another integration, or the integration you used before Stream, is still connected to your store.
Menu data from a previous integration is still on your store.
The menu was edited directly on the delivery app.
The delivery app refused the latest menu from Stream, so it kept showing the old one.
On DoorDash, another provider's menu is still active next to the Stream menu.
On Uber Eats, the customer placed the order before your store went live on Stream, so it used your previous menu.
Good to know: resyncing and publishing alone does not fix this when the delivery app is serving another menu.
How to fix it
Check that your latest publish to the delivery app succeeded. If it shows an error, fix that error first, then publish again. See What do the status icons mean?
Uber Eats:
Remove the other app's access to your Uber account: How to remove another app's access to your Uber account.
Ask your Uber contact to remove the old integration and its menu. The request template is linked in step 5 of How to Connect Uber Eats. If your Uber store shows more than one menu, the old one is still there.
Tell Stream Support when this is done. Then publish your menu to Uber Eats again. A full publish replaces what is on your Uber store, including menus that Stream did not create, so keep a copy of any Uber menu you want to keep.
DoorDash: if another provider's menu is active on your store, ask DoorDash support or your DoorDash account manager to deactivate it. Stream cannot switch off a menu that another provider created. Send DoorDash your store ID and the name of the menu. Then tell Stream Support so we can check the next orders.
Until it is fixed, we recommend pausing the delivery app for this store. See How to Pause your Delivery/Online Ordering Channels.
One failed order after you went live? On Uber Eats, an order that the customer placed before your store went live on Stream used your previous menu. No action is needed, and new orders use the Stream menu.
Still seeing the error? Contact Stream Support at [email protected] with your Stream location name, the delivery app, the order IDs, the date and time of the failed orders, and the steps you have already completed.