Recover from the recorded operation and actual provider outcome. A missing success response does not prove that a payment or item transfer did nothing.
First preserve the references#
Record the restaurant, order, finance/inventory operation and affected package IDs. Capture the visible status plus the corresponding F8/server error and approximate UTC time. Refresh the relevant detail once to inspect the confirmed current state.
Do not repeatedly checkout, refund, withdraw, collect or hand out replacement bags while the original operation is unresolved. Each action can create a second external effect that complicates reconciliation.
Find the affected operation#
| Symptom | First records to inspect |
|---|---|
| Customer charged but order not accepted | Payment operation and pending order state |
| Cancelled/rejected order with no visible credit | Original refund queue/account state |
| Owner withdrawal pending | Payout hold and provider bank credit evidence |
| Stock unavailable after a crash | Transfer record, items in both inventories and any locked stock |
| Staff carry closed but bags not in storage | Persistent order custody and the custodian's real inventory |
| Pickup cannot run again | Prior transfer result and whether bags are uncertain/already moved |
Definite failure versus uncertainty#
If the error confirms that nothing changed or that the original items or money were restored, follow the available retry action. Check the recorded result before retrying.
An uncertain outcome1 means you must check the original transfer before repeating it. For money, check the account transaction records. For items, check both inventories and account for all affected bags or products.
Financial reconciliation#
Only a global administrator can record the verified result. Inspect original-character account records, operation timing and provider evidence. Establish either that the external transfer completed, or that no external transfer remains applied. Enter a concrete evidence/reason in Review outcome.
Reconciliation2 records what you verified. It does not send money again. Check the transaction history; a current balance can include later payments and withdrawals.
An offline customer may have a queued refund that will continue when their character and account are available. Check that state before giving separate compensation, or the customer could receive both payments.
Inventory recovery#
Inspect every affected source and destination, exact bag identity, logical contents and current possession. Restore the complete original inventory or complete the entire intended transfer before recording its result. A partial multi-bag outcome must stay under review.
Keep the operation records and use Restaurant Storage for stock checks. After a restart, an unresolved transfer still needs review; restarting does not repeat it or create replacement products.
Delivery and custody checks#
If staff collected bags for hand delivery, those bags remain their responsibility after closing the carry animation, logging out or restarting. Return the actual bags through the delivery flow to postpone delivery. After returning all bags, approve the order for pickup again. A partial return does not allow collecting another complete set.
Mark delivered/I received it are acknowledgements of a real handover and perform no extra item/money operation. They are not repairs for a bag still in storage or under an uncertain transfer. See Delivery.
Prevent a wider incident#
Close new orders while you resolve existing ones if needed. Keep storage closed while Restaurant or inventory is unavailable. Resolve money warnings before deleting a restaurant; deletion does not return its balance or collect items from players.
Read Banking, Refunds and Storage for the normal success path before selecting a recovery outcome.
Where to find the original operation#
- For an order, open Business > Orders, select Active or History and open its details. Save the Order reference and Payment reference.
- For money, open Business > Banking > History, find the matching operation and use its eye / View details button. Transaction details shows the reference, state, actor, account, time and ordered Account movements.
- For an inventory transfer requiring review, a global administrator opens Business > Banking > Inventory operations awaiting review and matches its operation ID. Compare the original and destination inventories, exact bags and all their contents.
- Only after establishing the complete result, use Review outcome, choose The external transfer was completed or No external transfer remains applied, enter Evidence and reason, then Record verified outcome. A partial result stays under review.
Compare money with the original character's framework account transaction evidence at the operation time. Compare items with every affected inventory and bag, rather than a screenshot of one current slot. Keep incomplete evidence unresolved and include the reference in a support report.
Footnotes
-
A money or item transfer whose final result could not be confirmed. Read the definition. ↩
-
An administrator's record of what happened during a money transfer that needed review. Read the definition. ↩