In order for the check to be closed and send those details over to Punchh, the cashier needs to hit 'DONE' button on the POS.
If they are clicking Close or Checkin> Auto-Close, the check will be printed but the check details will not be sent over to Punchh. As a result, the guests received the following error message on their app:
"Oops! We are looking for your check, but it's taking longer than expected. Once we find it, we'll let you know and add it to your account."
On the guest's timeline, you will see a 'Failed POS lookup error'. This means that the barcode printed on the check is vai but Punchh did not receive the check details from Revel.
Auto-Close within Revel does not currently 'Send Order Details to Punchh', only the <Done> action does. Thus, it is mandatory for the cashier to select 'DONE' to close the check.