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Onosys Marketplace - FAQ

Melissa Sargent
  • Updated

What is Onosys Marketplace?

Orders placed on Delivery Service Providers (Door Dash, Uber Eats, Postmates, Grubhub, etc.) are routed through Onosys Marketplace to the Point of Sale.

  1. Eliminate the need for tablets
  2. Reduce error from manual order reentry 
  3. Savs operational time
  4. Increase order accuracy
  5. Synchronize menus across 1st party and 3rd party online.

Marketplace menus are managed in the Onosys admin and can utilize the same menu that a brand has on their storefront. This allows for a single menu management software across  online ordering and with the Delivery Service Providers. 

Onosys Marketplace is currently integrated with:

Door Dash, Uber Eats, Postmates, Grub Hub, and Skip the Dishes.

How can I find Marketplace orders in the admin?

There are two ways to Filter the orders list in the admin to find Marketplace orders: 

Filter Container Values
Order Method Includes All, Includes Some Marketplace
Origin Contains, Does Not Contain, Starts With, Equals, Does not Equal DoorDash, UberEats, Grubhub

Changes to the menu are made from the  Onosys Legacy Admin, including new menu items, price updates and availability. After publishing a menu from the Legacy Admin, the menus will be synced to the marketplaces within 5-10 minutes.

How do I remove an item from Marketplace?

Depending on your POS integration, there are a few different ways to remove an item from the DSPs

  • Out of stock the item in the Hybrid Admin by following this articles instructions
  • Deactivate the item in the menu with the Legacy admin.
    • If you're unaware of the process to do this, please reach out to your CSM or Onosys support for assistance. 
    • If you deactivate a product or option item, perform a publish. It should reflect the change on the marketplaces within 5-10minutes.
  • If you're POS has a stock/availability sync with Onosys, perform the out of stock at the POS and the item will be placed out of stock on the DSPs in the following 10-15 minutes.
  • If you're unsure what capabilities your POS has, please reach out to your CSM or Onosys support. 

Images are synced from Onosys Legacy admin to the marketplaces. Upload an image on Onosys for that item and publish the menu.

  • Note - Uber Eats and Door Dash 'approves' images so it could take up to 24 hours for an image to fully update
  • Header images for the brand logo and banner images on the DSPs are uploaded directly with the DSP.

How do I update the Marketplace price mark up?

To complete a change to the marketplace prices for your items:

  1. In the Marketplace portal select Adjust Price %. Prices are custom per location and can be set to Global(all DSPs) or individually for each DSP. The pricing cannot be different between pickup and delivery at this time. 
  2. Remove any previous markup by selecting 'X'
  3. Add a new markup by completing the form (highlighted below)
    1. If your brand has specific rounding not listed in the dropdown, skip to the end of this section. 
  4. Select in the Dropdown on the Save command to indicate if the mark up should apply to Products only or Products and Modifiers (option items). Than, select Save
  5. Publish the location within the Marketplace portal
    1. Select Publish in top right corner of the screen, and Publish all. 
  • Tip: Check the menu after the price markup has been completed to ensure the change was applied.
  • Note - If your location has specific rounding rules that Onosys took into account when onboarding, your markup may require Onosys assistance to update this. Let your CSM know what the new value will be and when the markup needs to be updated. 

How do I create different items for marketplaces vs. the Onosys storefront / what is the publish target tool?

The Publish Target tool in Legacy allows for an item to be published only to marketplace(s) or to the storefront, or both. This allows items to be marketplace only, storefront only, etc. The tool is available on Categories, Products, and Option items under the availability tab. 

An example of where the publish target  would need to be used are the following scenarios:

  • Marketplace Exclusives (Door Dash likes to run these items)
    •  An item on a deal price that is only available on marketplace.
  • Items with different builds to accommodate marketplace storefronts. 
    • Depending on the marketplace, some items aren't handled as smoothly as anticipated for the customer.
  • Note - The same menu will publish to all DSP's. You cannot have a category, product, option item on one DSP and not the other

Prices aren't showing on marketplaces, but are in the Onosys storefront. I've checked publish target and they're the same item - what now?

This could be due to a hidden item where the pricing lives. Hidden items are not published to the marketplaces, since they're hidden. If a price lives here, then the price will not carry through to the marketplaces. To fix, either update the template of the item to be visible, or move the price to the parent product or a visible option item.

Hours of Operation sync from the Onosys admin to the marketplaces. Update hours per location in Onosys as you normally would, and it'll sync to the DSPs within 5-10 minutes. 

Tip: Do not update the hours within the marketplace portal. If hours are updated there, then the Onosys sync will not be able to overwrite the values. 

How do I turn off the integration for a restaurant?

There are a handful of ways to pause the menus in the DSPs:

  1. Set a Closing for the restaurant in the Onosys admin
  2. Set a Temporary override for the restaurant in the Onosys admin
  3. Toggle the location as inactive within the Onosys Admin > Status
    1. Note - Do this if the location is permanently closing (and let you CSM know). 
      Do not do this if the location is not permanently closing. If Onosys reconnects to the POS via Ocomm then the location will reactivate on the DSPs
  4. Navigate to the marketplace portal and pause the menu for the location


How do I permanently close a restaurant?

Let your CSM or Onosys support know that the restaurant has been permanently deactivated in the Onosys admin. The Onosys team will need to remove the location from the marketplace portal. 

Tip - You will still need to let your DSP rep(s) know that the location will no longer be taking orders

 

Order's are transmitted to the POS the same way as the Storefront and/or Call Center orders are. Troubleshooting can occur the same way that you do so today. If you need tips on troubleshooting or need to investigate further, please reach out to your CSM or Onosys support for additional guidance. 

 

Work with your CSM on getting the new location imported into the Marketplace portal. Once the location is in the portal, the brand will be able to bind the location as they did when originally launched on Onosys marketplaces. 

Should a location still have their tablets on after integration?

No! It is best practice for locations that are integrated should turn the tablets off. This is because it can cause confusion. 

Do taxes sync from Onosys to Stream?

Yes, but the location will need to have both Pickup and Delivery check for the fulfillment type on a tax rate. Onosys will not sync taxes to Stream if only Pickup OR Delivery are set. 

How do I read the Onosys Invoices for Marketplace Orders? 

If you are on V8.2 of the admin, you will see a new Marketplace section under the Payment area on the Onosys invoice. This area will show what platform the guest ordered from, marketplace order ID, marketplace adjustment (the difference between what the item cost on the DSPs vs. the Onosys storefront), and the Sales Tax.

Please note that Sales Tax is the amount of tax that the DSP is remitting. The Local Tax field shows the amount of tax that the restaurant is responsible for remitting.

0f2bd24d-fa60-4465-9202-ca7fe7fff3f9.png

 

What are the different ways a marketplace order can fail? How can I review failed orders? 

  1. Transmission Failures: These are failures that occur because the POS is rejecting the order. 

    1. Admin users can search for these transmission failures by using the following filter in the Order Search

      1. Filter: Status | Operator: Contains Some | Value: TransmissionFailed

      2. Filter: Order Method | Operator: In | Value: Marketplace

      3. Screenshot 2026-03-24 162346.png
  2. Validation Failures: These failures occur because Onosys is rejecting the order
    1. This can happen for a handful of reasons but the most common are
      1. Order fulfillment time is outside of normal business hours
      2. Menu Item is out of stock
      3. Men Item is unavailable for pickup fulfillment type
      4. Onosys has lost connection to the POS
    2. Admin users can search for these validation failures if their brand is on V8.2 of the Onosys admin by using the following search criteria
      1. Filter: Order Method | Operator: In | Value: Marketplace
      2. Filter: Status | Operator: In | Value: Restaurant Selected, SetupComplete
      3. Screenshot 2026-03-24 162727.png
    3. If your brand is on V8.1 of the admin or earlier, please connect with your client success manager to review validation failures

 

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