Orders Not Sent to Cova

We understand how frustrating it can be when orders fail to process as expected. It’s important to note that there are two possible causes for this issue to happen and we’ll break them down here for you.

Troubleshooting the Issue
What went wrong?

1. In the Buddi Order Queue, find the order in question.
2. Scroll down to the bottom of that order where it says ‘INTEGRATION DETAILS’.
   It contains key information about this transaction.
3. Hit the ‘Refresh’ icon in this section to will reveal more information.
4. Check the message beside 'Status inside Cova'. 
   
   If your order failed to send to Cova you’ll likely see one of the following:
   1. TransientProcessingFailure; or
   2. NonTransientProcessingFailure.

TransientProcessingFailure vs. NonTransientProcessingFailure

What’s the difference? 

TransientProcessingFailure: If you’re seeing specific orders affected by this error it means that your POS was not able to receive the order due to a Cova server incident. While this issue isn’t something we can resolve directly on our end, we’ll do our best to support you by facilitating the process.

Here’s the explanation our team received from Cova regarding this matter:

"A transient processing failure means that the service failed to create the product without providing a specific reason. This can occur due to anything from an unusually long delay to a brief service outage (a 'blip')."

When an order shows TransientProcessingFailure in the queue, please let support@buddi.io know by providing your Order Number and store location. Our team will reach out to Cova API Support directly and they can attempt to manually recreate the API call to return availability status correctly.

NonTransientProcessingFailure: If you’re seeing this message this is something that can normally be resolved. These issues arise when Cova rejects an order for not being what they expected. For example, if you have configured taxes differently in Buddi vs. Cova this would lead to a price mismatch and the order would be rejected. Other known scenarios are: Inventory sent does not match inventory available in Cova or Delivery Fees do not have the appropriate tax settings. These errors will normally show a specific error message within the Buddi Order Queue to help understand what went wrong.
 

When Cova rejects an order, Buddi cannot push it through. For certain error types without specific context, our system retries sending the order up to three times.

Context on the Order Flow:

1. Customer places the order.
2. Buddi creates the order in our system.
3. Buddi sends order details to Cova.
4. Cova either approves or rejects the order.

We’re sorry for any inconvenience this issue has caused. While Buddi’s retry logic can help in some cases, TransientProcessingFailure relies on Cova’s system performance. If their system experiences delays or downtime, orders may still fail.
 

Suggestions for Improvement and Reducing Similar Incidents:

1. Real-Time Cova Integration: Consider submitting a feature request to Cova for real-time inventory updates. This would allow Cova to push inventory changes to us as they happen, replacing the current system where we sync your menu with their API every 15 minutes (a lot can change in that time).
     
2. Safety Stock (available in Buddi): Enable this feature to prevent overselling by reserving a portion of your inventory for in-store sales. Article: Setting up Safety Stock
     
3. Auto-Complete Paid Orders (available in Buddi): This feature can automatically complete orders in Cova. It saves time, reduces steps, and immediately adjusts inventory. If an order sits uncompleted in Cova, the inventory remains unchanged until the order is manually completed. Please let us know If you’d like us to enable this feature for you; it can be done right away.

If you have further questions or need help setting up those Buddi features, feel free to reach out.

Article: Balancing Totals in Cova