Order lookup

When a restaurant says “the order never came in”, you no longer have to write to us to find out what happened. You look the order up by code and see its whole journey: when it reached us, when we sent it to you, exactly what we sent, what you replied and what errors occurred.

You only see orders from your own stores.

From the portal

Menu Profil → Trasabilitate comenzi. Enter the order code — order_code, the one on the receipt, not order_id.

The verdict

The first thing you see is a direct answer to “did it arrive or not”:

Verdict	What it means
The order left towards your system	We got a 2xx response from your endpoint.
The order did NOT reach your system	We received it, but the call to you did not succeed.

The internal status is not the verdict

The page also shows an “internal status”. That is our processing status and is not proof of delivery: an order can read as executed even though the call to you failed. Look at the verdict, not at the status.

The timeline

Moment	What it is
Created	When the order was created, in local time, as it was transmitted to us.
Received by us	When the order reached us.
Sent to you	When we finished the call to your endpoint.
Time spent with us	The difference between the two. Normally under two seconds.

Moments recorded by us are displayed converted to Romanian time.

This is where delay complaints get settled

If “received by us” is much later than the creation time, the delay happened before it reached us. If “time spent with us” is a couple of seconds and you saw the order much later, the delay is on your side. This timeline separates the two cases without argument.

Calls to your system

For each call you see the endpoint, the HTTP code, the request exactly as we sent it and your response, verbatim. Both can be copied with one click, so you can replay them locally.

What you see	What it means
Full request and response, HTTP 2xx	All good. If the order is missing on your side, the problem is after reception.
Empty response, but HTTP 2xx	The call arrived, but the response does not tell us whether you stored the order.
Request missing, response present	The call was refused. We do not keep the request body for refused calls — the endpoint and code remain visible.
No call at all	The order was never sent. See the errors section.

Delivery attempts

If you have retry enabled, you see every attempt: number, time, how long we waited beforehand, the outcome and the error.

This is usually what explains why an order came in later than the restaurant expected.

Errors

The messages recorded during processing, with the time and the operation in which they occurred. These are the real messages — including your own system’s error response, when that is the cause.

When the order does not show up at all

If you spelled the code correctly and it still does not appear, that order never reached us. It is not a delivery problem towards you, it is an upstream one.

Check first:

• the code is order_code, not order_id;
• the store belongs to your account;
• the order really was placed (ask the customer for a screenshot).

If all of that holds, write to us with the order code, the store and the approximate time.