Failed order due to 'invalid item SKU'

[SNJSNJ]

Hi everyone, 

I have experienced failed orders as 'Invalid item SKU' from various customers on different items. 

Called the customer service many times but they couldn't figure out (even though they were so nice and helpful!). 

Those errors only happen with orders by smartphone device, but don't know how to fix it. 

Can anyone help solve the issue? 

Thank you!

[Seamus]

Hey @SNJSNJ,

Thanks for reaching out and sorry to hear you're having trouble with your orders!

This sounds odd - are you able to share a screenshot of the error? Are you able to compare the order with how it appears on the POS app vs how it appears on the Dashboard? Once an order is placed, it should be accessible from both the app and dashboard - is the error happening in both places or just on the app?

Generally if support are not able to resolve the issue they should be able to escalate it further, do you know if this is something that has been done yet?