1. Establish what is missing and where
“The option is missing” can mean several things: the customer could not see it, selected it but could not see it later, or expected it to appear in the restaurant’s received order details. Ask which of these happened. Record the order reference, approximate time, product name and option wording, rather than relying on a description such as “the chicken order”.
Deal with the customer’s immediate food requirement separately from the technical investigation. If the missing detail concerns an allergy or dietary requirement, follow your restaurant’s established procedure and confirm what can safely be prepared. Do not treat an absent option as confirmation that the customer has no special requirements.
- Find the affected order and identify the exact product line.
- Ask where the option was last seen, or where it was expected.
- Keep a note of the issue before anyone edits the menu.
2. Check the exact product and available option
Open the customer-facing menu and find the same product, rather than a similarly named meal, deal or size. Check whether the expected option is visible and whether its wording makes the choice clear. An option available on a standalone burger should not be assumed to be available on a burger meal; inspect each relevant product.
NeroWeb supports menus, product options, configured collection or delivery and checkout. Actual order availability and stock controls depend on the merchant setup. Reproduce the affected collection or delivery route where applicable, and compare the customer-facing result with the intended menu configuration. A current check shows what is available now, not necessarily what was available when the original order was placed.
- Match the product name, size and meal variation.
- Check the option using the relevant collection or delivery journey.
- Note any known menu changes since the affected order.
3. Separate the customer’s intention from their selection
Ask the customer what they remember seeing after making their choice. Did they select the option, or expect it to come with the dish automatically? If they have an order confirmation or screenshot, ask only for the relevant item details. Do not request payment credentials or unrelated personal information.
Then repeat the journey carefully: choose the same product, select the option and inspect the basket or order summary before checkout. Look for ambiguous wording, a choice that was never made, or a selection that is not reflected in the summary. Avoid completing a live checkout simply to investigate unless your team has agreed how to handle the resulting order and any payment.
- Confirm the option’s wording with the customer without assigning blame.
- Reproduce the selection and inspect the details before checkout.
- Record the first point where the expected information is absent.
4. Compare the received details before changing the menu
Compare the available customer confirmation with the order details received by the restaurant. If your setup uses a separate kitchen-facing record, compare that too. Kitchen routing depends on merchant setup, so do not assume every restaurant receives or displays information in the same way. If the option appears in one record but not another, investigate that difference rather than immediately rebuilding the product.
Hypothetical example: a customer says “extra cheese” is missing from a chicken burger order. The team checks the exact burger and finds the option available. The customer’s confirmation includes extra cheese, and the restaurant’s main order details include it, but the kitchen-facing record does not. That points the next investigation towards how those details reach the kitchen, rather than whether the customer could select cheese.
- Compare the same product line across the records available to your team.
- Note exactly where the option appears and disappears.
- Keep the original evidence before making a targeted correction.
5. Make one focused correction or escalate with evidence
If you find an incorrect product option, have the person responsible for the menu correct that specific issue. Avoid changing several products or settings at once: it makes the outcome harder to verify. If the option is selected but disappears later, or you cannot reproduce the problem, contact your support team with the order reference, affected product, expected option, relevant times and a short account of your checks.
The success check is observable: the intended option is visible on the correct product, the selection appears in the customer’s review of the order, and an authorised end-to-end test preserves it in the details staff use to prepare the food. Agree how any test order will be handled before submitting it. Record the result and tell the next shift whether the issue is resolved or still being investigated.
- Change only the confirmed cause, or escalate the unresolved discrepancy.
- Verify the corrected journey and received order details.
- Share the outcome and any temporary handling instructions with staff.
GOOD TO KNOW
Common questions
Should we change the live menu immediately?
Not unless you have identified a menu error. Preserve the affected order details first, then make a focused change rather than altering unrelated products.
What if the option is available now?
That does not prove it was available earlier. Check known menu changes and the original order evidence before drawing a conclusion.
What should we send to support?
Provide the order reference, time, exact product and option, expected result, observed result and reproduction steps. Share only relevant screenshots and avoid unnecessary customer information.