f a parent reports that their child did not receive a meal, the first step is to verify whether an order was actually placed and processed correctly. There are a few common reasons this may happen — and steps you can take as an admin to resolve it.
Option 1: Check if the order is showing within the Order overview
Before escalating the issue, always start by checking if the child has an active order placed for the day in question.
How to check:
Log in to admin.kanpla.io
Go to the Overview in the left-sided panel
Use the filters to narrow the search of the order:
Date
Module
Location
Now use the Search bar to search for the name of the child whos order cannot be changed
Check if an order is listed for the day the parent is referring to
If no order is found:
Inform the parent that no order was placed for that day — this is why the child didn't get the order.
Option 2: If the Order Is Active
If the child does have an order, but still didn’t receive food:
Confirm the order details (correct meal, location, and child)
Check whether the order was sent to the kitchen system (Coghead)
If it did not reach Coghead:
There may be a sync error between Kanpla and Glanmore’s kitchen system
In this case, contact Kanpla Support for assistance
Email: [email protected]
Include:
Child’s full name
Parent’s email
Order date
Location
Meal (if known)