Digital ordering outage SOP: contain duplicate orders and keep guests informed
Direct answer
An outage SOP identifies the affected menu, QR, checkout, payment, printer or kitchen path, pauses promotion when needed, activates a tested fallback and reconciles queued or duplicate orders before normal service resumes.
Trigger
Use when staff or monitoring identifies a failure in a guest, payment, order-receipt, printer or kitchen-status path.
Accountable role
Shift manager coordinates service; named technical and payment contacts handle system investigation.
Procedure
- Confirm the affected channel and record the first known failure time.
- Prevent new promises or payments when order receipt cannot be trusted.
- Activate the approved browse, phone, manual ticket or payment fallback.
- Reconcile submitted, paid, duplicate and unreceived orders.
- Test the complete path before reopening and document guest follow-up.
Completion evidence
- Incident time and affected channels
- Fallback activation
- Order/payment reconciliation
- End-to-end recovery test
Escalation rule
Escalate suspected payment duplication, data exposure, widespread channel failure or an order that cannot be safely reconciled.
Questions about this SOP
Should staff repeatedly resubmit failed payments?
No. First determine whether an authorization or order already exists to avoid duplicates.
What must be tested before reopening?
Test the guest action, payment outcome where applicable, staff receipt, kitchen handoff and status update.
Adapt before use
This template is an operational starting point, not a food-safety plan, emergency instruction, employment policy, accounting control or statement of local law. Assign trained owners and adapt limits, records, chemicals, equipment steps, emergency contacts and reporting requirements to the venue and jurisdiction.
Wobistro can support relevant digital-menu, ordering, reservation, ticket and staff workflows when enabled in the current plan. The restaurant remains responsible for safe operation and approval.
All restaurant SOPs