Import, link, and recover online orders

Online orders normally return through managed store connections. Use the Orders workspace to prove the POS link and recover an eligible missed order without creating a duplicate customer charge.

Understand import eligibility

Import to POS considers recent unlinked orders in these store statuses:

• processing
• on-hold
• completed

pending, cancelled, refunded, and failed orders are not new import candidates. Already linked orders are skipped, making the import path idempotent for the same store order ID.

On import, Ellich creates an ONLINE_ORDER POS order, submits it, records the captured payment state from the online total, accepts it, and runs kitchen dispatch. A store order already marked completed is also completed in POS. Orders with no mappable lines fail instead of creating an empty POS order.

Recover a missing order

1. Save the customer-facing store order ID. Do not ask the guest to submit again.
2. Open Ellich Store > Orders and filter by status.
3. Use Order link lookup. Digits search the store order ID; a UUID searches the POS order.
4. If no link exists, check Health and Connections, then use Refresh store connections if inbound updates are unhealthy.
5. Choose Import to POS once.
6. Read the imported, skipped, and failed counts, then repeat Order link lookup.
7. Confirm POS items, total, payment, customer, KDS routing, and any online-order print event.

The link snapshot and current POS state are displayed separately. A link row does not prove that kitchen dispatch or payment completed.

Understand status synchronization

For an already linked order, store status updates attempt these POS actions:

• completed completes eligible accepted, in-progress, or ready POS work.
• cancelled cancels an eligible non-completed POS order.
• refunded attempts a POS payment refund under the normal POS refund rules.
• on-hold and failed deliberately do not change POS automatically.

Other statuses have no mapped POS transition. Status synchronization is best-effort and can be skipped when the POS order is already terminal or in an incompatible state. Always verify the POS state after changing a store status.

Add notes and refunds safely

An order note records context but does not change fulfillment or payment. The Issue refund action creates a storefront refund for the entered amount, then refreshes the order and attempts mapped POS synchronization.

A partial refund may leave the store order short of the terminal refunded status, so a full POS refund is not guaranteed by the success message alone. Compare storefront refund details with the linked POS payment before closing the case. Never issue a second refund merely because the POS view has not refreshed.

Escalate with evidence

Record the store order ID, POS order UUID, store status, link snapshot, import result counts, POS order and payment states, connection topics, item mapping error, and KDS result. Do not include payment credentials or full card data.