When pushing a new order to your POS, the process may be interrupted by an error related to inventory, customer information, or Carrot. To find error details, click the 'Details' button next to the error message at the bottom of the order card.
Most errors may be resolved internally if the error details provide clear reasoning. In situations where the error requires further interpretation, use the following troubleshooting steps to resolve:
Check customer information in both your POS and Carrot. This is most commonly caused by an invalid phone number or email address.
If all orders are failing, make sure there is sufficient stock in your fee inventory.
If the above steps don't resolve the issue, check your POS connection under Settings > POS. Please reach out to us immediately if red.
Understanding Error details:
Product Not Found
Product Not Found
This error occurs when there is a mismatch between what's available in your POS inventory and what's showing as sellable online.
Inventory shows 1–2 remaining units but the item is actually sold out
Resolution: Perform regular, recurring audits of your physical inventory against your POS inventory. Your POS is the source of truth — make sure it stays accurate.
Resolution: Set thresholds for individual SKUs in your POS, or set an overall inventory threshold in Carrot under Settings > POS
A canceled order returned the last unit back to a sellable stateResolution:
Locate and cancel the order reserving the product in your POS.
The item was just sold out in-store but the online menu hasn't refreshed yet
Resolution: Set proper thresholds within your POS or apply a flat threshold in Carrot to help prevent these errors.
Note: It may take up to 20 minutes for inventory quantities to reflect in Carrot after an update in your POS.