What you'll see
You receive a failed-order email from Stream that says:
Customer payment method was declined.
Under Additional Details the email shows the order type (for example delivery or pickup).
What it means
Some ordering apps let customers pay you directly. The customer pays cash, or pays at the counter or the window. Stream calls these unpaid orders.
On a delivery-app order, this error usually does not mean the customer's card was declined. It usually means the order was a cash order that is not allowed for that order type. A failed order is not sent to your POS, and the app may cancel it.
How to fix it
For a delivery order, if you accept cash, turn on Cash Delivery Orders:
Go to Orders.
Select the Settings icon.
Turn on Cash Delivery Orders.
Read the terms, type Accept, and select Enable.
The setting is for one location. Turn it on at each location that takes cash.
The setting applies to every delivery app at that location. You cannot turn it on for one app only.
The delivery app must also offer cash delivery for your store.
When you turn it off, new delivery orders must be paid in the app.
Stream-managed delivery does not accept cash orders.
If another dispatch app books couriers for your cash orders, set up cash on delivery in that courier account. Stream does not control that account.
For a pickup order, contact Stream Support. Stream accepts unpaid pickup orders only from ordering apps that support them.
Good to know: unpaid drive-thru, dine-in and curbside orders need no setting in Stream.
Still seeing the error? Contact Stream Support at [email protected] with your Stream location name, the delivery app, the order ID, the order type shown under Additional Details and the date and time of the failed order.