Settings & Configuration
Why don't the Venues, POS Menu, Custom Charge or Catering tabs have a Module Image / Header Image / How-to Video row like the other modules?
Module Image, Header Image and the YouTube how-to-video field are not universal - each Order tab only has the ones that module...
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Why hasn't a customer received their share/review reward yet?
Rewards are queued when the customer clicks a share or review button and are paid out by a scheduled job only after...
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Why is 'Contact Us' showing as a dropdown in my header?
When both **Contact Us** and **Pickup Locations** are ticked in **Pages to show on header**, Sprwt combines them into one dropdown titled...
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Why is a module missing from my header dropdown even though it is ticked in 'Show on Header Menu'?
A ticked module is skipped when the module is not active on your account (for example *Catering* or *Real Time Ordering* without...
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Why is a setting missing from the page (or from a tab) for me?
A setting row is only listed when all of these are true: - Its **module** is active on your account (e.g. Macros...
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Marketing
Why hasn't the recipient received the gift card email?
Check the card's **Email Delivery** line: - **Scheduled for … Pending** — a future **Delivery Date** was chosen; the email is sent...
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Why is 'Order: Grab & Go Placed' not on the System Emails page?
*Order: Grab & Go Placed* is a flow-only trigger: it fires when an order containing a Grab & Go item is placed...
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Why is a customer missing from a group, or why is the recipient count lower than the number of customers?
Recipients are de-duplicated by phone number, so a customer in several selected groups only gets one message. In the current version, **every**...
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Why is a registered customer missing from my list or segment even though I added them?
Whether a registered customer is skipped depends on how you're targeting them: - **Automatic segments** (E-commerce, Loyalty, Subscriptions, etc.) skip anyone who...
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Orders
Retail
Reports
Why is "First Checkout ID" empty for some referred users?
It is blank when the referred customer has registered but has not placed any order yet, so there is no order to...
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Why is a meal missing from the printed labels?
Check these in order: 1. Open the meal recipe (**Meal Recipes**) and make sure the **Print Meal On Labels Report** toggle is...
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Kitchen
Delivery
Why is a home-delivery order missing from the Root Planner export?
The most common reasons: the order's **delivery method** has *Export to Root Planner?* switched off; the order is a pickup (pickups are...
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Why is a pickup order never exported to Root Planner even though the pickup location has export enabled?
Check, in this order: 1. The order contains items that need shipping and is not fully refunded. 2. The pickup location's **Export...
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