Help Center

Help for
restaurant partners.

Troubleshooting for orders, the kitchen, food quality, delivery platforms and accounts. Every article lists the problem, likely causes, a quick check, the fix and when to contact Sous Chef.

Order problems

Order not appearing

Problem

A customer or the platform shows an order that the kitchen never received.

Likely causes

  • Tablet or order device offline or asleep
  • Store paused or not accepting orders
  • Internet connection down
  • Order stuck on the platform side

Quick check

  1. Check the delivery-platform tablet or device.
  2. Confirm the restaurant is online.
  3. Check the internet connection.
  4. Check whether the storefront is accepting orders.
  5. Check whether the order appears on the platform directly.

Fix

  1. Wake or restart the tablet and sign back in.
  2. Take the store off pause if it was paused.
  3. Reconnect to the internet and refresh the order screen.
  4. Accept and fire the order from the platform directly if it shows there.

When to contact Sous Chef

If the order is still missing, contact the delivery platform's support and Sous Chef.

Duplicate order

Problem

The same order appears twice on the tablet or ticket printer.

Likely causes

  • The customer placed the order twice
  • Tablet and integration both printing the same order
  • The platform resent the order after a connection drop

Quick check

  1. Compare order numbers, times and customer names.
  2. Check the platform order list to see if there are really two orders.

Fix

  1. If the order numbers match, it is one order: make it once.
  2. If there are two order numbers, make both unless the platform shows one as cancelled.
  3. Turn off duplicate printing on either the tablet or the integration, not both.

When to contact Sous Chef

Contact Sous Chef if duplicates keep happening after printing settings are fixed.

Wrong item

Problem

A customer received a different item from the one they ordered.

Likely causes

  • Ticket misread
  • Similar items packed next to each other
  • Bags swapped between orders

Quick check

  1. Compare the ticket with what was made.
  2. Check whether another order was packed at the same time.

Fix

  1. Follow the delivery platform's order-correction process.
  2. Label bags with the order number before packing.
  3. Read the ticket back at the packaging station.

When to contact Sous Chef

Report recurring wrong-item issues to Sous Chef so the menu names or tickets can be clarified.

Missing item

Problem

A customer reports an item or side missing from the bag.

Likely causes

  • Side made late and left behind
  • Ticket not checked at packing
  • Item turned off mid-order

Quick check

  1. Check the ticket against the packing station.
  2. Check whether the item was switched off during service.

Fix

  1. Follow the delivery platform's order-correction process.
  2. Check every bag against the ticket before sealing.

When to contact Sous Chef

Report recurring missing-item issues to Sous Chef.

Customer cancellation

Problem

The customer or platform cancels an order after it was accepted.

Likely causes

  • Customer changed their mind
  • Courier not found
  • Order delayed too long

Quick check

  1. Confirm the cancellation on the platform before stopping work on the order.

Fix

  1. Stop the order if it is not yet cooked.
  2. Follow the platform's process for cancelled orders that were already made.

When to contact Sous Chef

Contact Sous Chef if cancellations are frequent for one brand.

Delivery delay

Problem

Food is ready but the courier is late, or the order reaches the customer late.

Likely causes

  • Courier shortage
  • Prep time set too short on the platform
  • Kitchen running behind

Quick check

  1. Check the courier status on the platform.
  2. Compare the prep time set on the platform with real ticket times.

Fix

  1. Hold finished food so it stays hot and crisp, and finish at the last moment where possible.
  2. Adjust the platform prep time to match real ticket times.

When to contact Sous Chef

Contact the delivery platform about courier delays and Sous Chef if delays keep repeating.

Kitchen problems

Ingredient unavailable

Problem

An ingredient ran out or did not arrive.

Likely causes

  • Delivery missed
  • Par levels too low
  • Higher demand than expected

Quick check

  1. Find every item that uses the ingredient in the Recipes view.

Fix

  1. Turn off only the affected items on the delivery platform and in the Menu view.
  2. Do not substitute an ingredient without checking the recipe and allergen requirements.

When to contact Sous Chef

Contact Sous Chef if the shortage will continue or you need an approved substitution.

Equipment unavailable

Problem

A fryer, griddle, oven or other equipment is down.

Likely causes

  • Breakdown
  • Equipment in use for dine-in service
  • Cleaning or maintenance

Quick check

  1. List the items that need the equipment. Wings and fried potatoes need a fryer; burritos and eggs need a flat-top or pan.

Fix

  1. Turn off only the affected items.
  2. Turn them back on when the equipment is working.

When to contact Sous Chef

Contact Sous Chef if the equipment will be down for more than a service.

Item temporarily unavailable

Problem

One menu item cannot be made right now.

Likely causes

  • Ingredient shortage
  • Equipment down
  • Quality problem with a prepped component

Quick check

  1. Confirm which items share the missing ingredient or equipment.

Fix

  1. Temporarily unavailable? Turn off only the affected item.
  2. Turn off the item on the delivery platform so customers cannot order it, then mark it off in the Menu view.
  3. Do not pause the entire brand.

When to contact Sous Chef

Tell Sous Chef if the item will be off for more than a day.

Prep taking too long

Problem

Tickets are taking longer than the target ticket time.

Likely causes

  • Components not prepped before service
  • Proteins cooked to order from raw during a rush
  • One cook covering too many stations
  • Packaging station not set up

Quick check

  1. Ingredient prep
  2. Protein cooking time
  3. Fryer availability
  4. Rice and noodle holding
  5. Staff assignment
  6. Packaging station

Fix

  1. Prep proteins, vegetables and starches before service.
  2. Set up a single finish and packaging point.
  3. Increase the platform prep time during rushes.

When to contact Sous Chef

Contact Sous Chef if ticket times stay long after prep is in place.

Food quality issue

Problem

Food is not matching the recipe or photos, or customers are complaining about quality.

Likely causes

  • Recipe steps skipped
  • Portions drifting
  • Food finished too early and held too long
  • Wrong ingredient substituted

Quick check

  1. Make the item following the recipe step by step and compare.
  2. Check portions and finishing order.

Fix

  1. Retrain on the recipe.
  2. Finish food immediately before packaging.
  3. Use only approved ingredients.

When to contact Sous Chef

Send Sous Chef a photo and a description through the support form.

Packaging issue

Problem

Food is leaking, arriving soggy, cold or crushed.

Likely causes

  • Container not closed or vented correctly
  • Wet food packed next to crisp food
  • Container too large or too small

Quick check

  1. Check the container is closed, leak-resistant and vented where needed.

Fix

  1. Vent fried and crisp items.
  2. Keep wet sides in a separate closed container.
  3. Use a container sized to the portion.

When to contact Sous Chef

Contact Sous Chef if you need packaging recommendations.

Food troubleshooting

Wings not crispy

Problem

Jackpot Wings arrive soft or soggy.

Likely causes

  • Fry temperature too low
  • Basket overloaded
  • Not drained
  • Too much sauce
  • Long wait between frying and packaging
  • Container not vented

Quick check

  1. Fry temperature
  2. Basket load
  3. Drain time
  4. Sauce quantity
  5. Time between frying and packaging
  6. Packaging ventilation

Fix

  1. Fry in smaller loads at the kitchen's validated temperature.
  2. Drain briefly before tossing.
  3. Toss in the pan for seconds and coat lightly.
  4. Package immediately in a vented container.

When to contact Sous Chef

Contact Sous Chef if wings still arrive soft.

Burrito falling apart

Problem

Burritos split, leak or unroll.

Likely causes

  • Cold tortilla
  • Overfilled
  • Too much liquid
  • Loose rolling
  • Loose wrap

Quick check

  1. Tortilla temperature
  2. Filling quantity
  3. Liquid ingredients
  4. Rolling technique
  5. Packaging

Fix

  1. Warm every tortilla so it is pliable.
  2. Keep to the portion.
  3. Drain beans and wet vegetables.
  4. Roll tightly and wrap immediately.

When to contact Sous Chef

Contact Sous Chef for a rolling walkthrough.

Noodles sticking

Problem

Jade Noodle orders arrive clumped.

Likely causes

  • Overcooked
  • Poor drainage
  • Held too long
  • Batch too large

Quick check

  1. Cooking time
  2. Drainage
  3. Oil or finishing process
  4. Holding time
  5. Batch size

Fix

  1. Cook in smaller batches.
  2. Drain well and toss straight into the pan.
  3. Package immediately after tossing.

When to contact Sous Chef

Contact Sous Chef if noodles keep sticking.

Sandwich soggy

Problem

Subs, bánh mì or breakfast sandwiches arrive soggy.

Likely causes

  • Bread not warmed
  • Wet ingredients against the bread
  • Too much vinegar
  • Packed too early
  • No ventilation

Quick check

  1. Bread temperature
  2. Wet ingredients
  3. Vinegar quantity
  4. Packaging timing
  5. Ventilation

Fix

  1. Warm bread so the crust is crisp.
  2. Drain wet ingredients.
  3. Finish lightly with vinegar.
  4. Close and package immediately in a vented wrap or box.

When to contact Sous Chef

Contact Sous Chef if sandwiches keep arriving soggy.

Delivery platform problems

Store not showing

Problem

Customers cannot find the brand's storefront.

Likely causes

  • Listing not approved yet
  • Store outside the delivery area
  • Store closed or paused

Quick check

  1. Check the listing status in the platform's merchant tools.
  2. Check hours and pause status.

Fix

  1. Finish any setup steps the platform requires.
  2. Correct hours and remove the pause.

When to contact Sous Chef

Delivery-platform setup depends on the platform's approval and account structure. Sous Chef will guide you through the setup process.

Store offline

Problem

The storefront shows as offline or closed.

Likely causes

  • Restaurant hours
  • Holiday hours
  • Delivery platform status
  • Internet
  • Tablet
  • Restaurant pause status

Quick check

  1. Restaurant hours
  2. Holiday hours
  3. Delivery platform status
  4. Internet
  5. Tablet
  6. Restaurant pause status

Fix

  1. Correct hours or holiday hours.
  2. Reconnect the tablet and internet.
  3. Remove the pause.

When to contact Sous Chef

Contact the platform, then Sous Chef, if the store stays offline.

Item unavailable status not syncing

Problem

An item turned off in one place still shows as available to customers.

Likely causes

  • Item turned off only on the Sous Chef Menu view
  • Integration not connected
  • Sync delay

Quick check

  1. Check the item on the platform itself.
  2. Check the integration connection, if you use one.

Fix

  1. Turn the item off directly on the delivery platform or order-management tool. The Sous Chef Menu view is a kitchen record and does not change the platform.

When to contact Sous Chef

Contact Sous Chef if availability keeps drifting out of sync.

Orders not reaching kitchen

Problem

Orders are accepted on the platform but do not reach the line.

Likely causes

  • Printer or tablet disconnected
  • Integration disconnected
  • Auto-accept on with no printing

Quick check

  1. Check the tablet, printer and integration connections.

Fix

  1. Reconnect the device or integration.
  2. Turn on ticket printing or sound alerts.

When to contact Sous Chef

Contact the platform and Sous Chef if orders still do not arrive.

Tablet or order device issue

Problem

The order tablet is frozen, logged out or not making alerts.

Likely causes

  • Device asleep or low battery
  • App needs an update
  • Signed out

Quick check

  1. Check power, volume, internet and sign-in.

Fix

  1. Charge, restart and update the app, then sign back in.
  2. Keep the device plugged in and awake during service.

When to contact Sous Chef

Contact the platform's merchant support for device problems.

Account problems

Can't log in

Problem

You cannot sign in to a delivery platform or order tool.

Likely causes

  • Wrong email
  • Password reset needed
  • User not added to the store

Quick check

  1. Confirm which email the account uses.

Fix

  1. Reset the password through the platform.
  2. Ask the account owner to add you as a user.

When to contact Sous Chef

Contact Sous Chef if you cannot access a storefront Sous Chef set up with you.

Restaurant information incorrect

Problem

The address, phone or other details are wrong.

Likely causes

  • Details entered incorrectly at setup
  • Restaurant details changed

Quick check

  1. Compare the platform listing with your real details.

Fix

  1. Update details in the platform's merchant tools where you can.

When to contact Sous Chef

Send Sous Chef the correct details through the support form under Account.

Hours incorrect

Problem

The brand shows open or closed at the wrong times.

Likely causes

  • Hours not set
  • Holiday hours missing
  • Time zone

Quick check

  1. Check regular and holiday hours on the platform.

Fix

  1. Set the brand's hours to match when the kitchen can actually fulfill orders.

When to contact Sous Chef

Contact Sous Chef if the hours will not save.

Brand needs to be paused

Problem

You need to stop selling a brand for a period.

Likely causes

  • Staffing
  • Closure
  • Renovation
  • Kitchen capacity

Quick check

  1. Decide whether turning off individual items would be enough.

Fix

  1. Pause the brand's storefront on the delivery platform.

When to contact Sous Chef

Tell Sous Chef how long the pause will last through the support form under Account.

Get help

Contact Sous Chef.

Delivery-platform setup depends on the platform's approval and account structure. Sous Chef will guide you through the setup process.

Sending opens your email app with the request filled in. To include a photo, attach it to that email before you send it.