If customers can view your outlet, browse menus, and add items to their cart but cannot complete checkout, check the outlet’s current open/closed state, WhatsApp ordering setting, and the order type the customer is trying to use. These are separate checks: an outlet can be available to browse while it is closed, and an outlet can be set up as a browse-only digital menu or shop.
This article applies when the normal customer-facing outlet experience is visible. A disabled outlet behaves differently: customers see an Outlet Disabled page instead of the normal outlet experience.
Check whether the outlet is currently closed
An enabled outlet can remain available for browsing outside its opening hours. Customers can still view menus and add items to the cart, but they cannot complete checkout or place an order while the outlet is closed.
Review the outlet’s configured opening hours and timezone. The open/closed state is calculated from these settings, so both need to reflect when the outlet is available to accept orders. The customer-facing outlet also shows its current Open/Closed state and full opening hours.
Use this checklist:
- Confirm the outlet’s opening hours include the time you expect customers to order.
- Confirm the outlet timezone is correct.
- Check the current Open/Closed state from the customer-facing outlet.
- If you changed the hours or timezone, check the customer-facing outlet again at a time when it should be open.
Check whether WhatsApp ordering is enabled
MENO has an Enable ordering on WhatsApp setting for each outlet.
When this setting is enabled, customers can use the MENO cart and checkout flow to place an order, then continue to WhatsApp. When it is disabled, the outlet works as a digital menu or shop for browsing rather than a WhatsApp-ordering checkout flow.
Check that Enable ordering on WhatsApp is turned on for the affected outlet. Also make sure the outlet has the correct WhatsApp order number configured when ordering is enabled.
When this setting is off, browsing is expected. Do not treat the browse-only experience as confirmation that customers can complete a WhatsApp-ordering checkout.
Check the selected order type and delivery location
Confirm whether the customer is ordering for pickup or delivery, and check that the relevant fulfilment method is available at the outlet.
When delivery zones are enabled, a customer must select or confirm a delivery location before continuing. MENO evaluates that location against the outlet’s delivery zones. If the current outlet does not serve the location but another outlet from the same business does, MENO selects the nearest eligible outlet and redirects the customer after confirmation. If no outlet serves the location, the address is unavailable for confirmation.
Check the delivery-zone coverage and the delivery location the customer selected. A customer who is outside all configured delivery zones cannot use that delivery address to continue. If the merchant uses delivery without delivery-zone enforcement, MENO does not block the customer at the intro-page level based on a zone check.
Confirm you are checking the right outlet
Opening hours, timezone, WhatsApp ordering, pickup, delivery, and delivery zones are outlet-specific settings. If your workspace has more than one outlet, verify the settings for the same outlet link your customer is using. Check the outlet link, then review that outlet’s settings rather than assuming another outlet’s configuration applies.
After you check the relevant outlet, time, WhatsApp-ordering setting, order type, and delivery eligibility where applicable, retry the customer flow. These checks address common reasons that customers can browse but cannot place an order.