Product Support

Contact Mamal support

Email support@mamal.shop. Include your restaurant and location, the screen you were using, the approximate time, and the visible request ID or document number when available.

Never email passwords, OAuth tokens, webhook verifiers, full card numbers, CVV, or raw payment credentials.

QuickBooks Online help

Connect or reconnect: open Admin → Integrations → QuickBooks, choose the restaurant location, and use Connect or Reauthorize.
Review mappings: import the current QuickBooks chart, map every used restaurant source, validate it, and approve it before previewing a close.
Preview before posting: confirm the business date, source totals, debits, credits, policy version, mapping versions, and zero balance before approval.
Posting or readback issue: do not manually retry an ambiguous write. Record the Mamal document number and follow the issue state shown in Admin.
Disconnect: use the Disconnect action in the QuickBooks workspace. Mamal revokes active access while preserving non-secret accounting history and audit evidence.

QuickBooks operational response

Authorization: reconnect from the QuickBooks workspace. Outbound posting stays blocked until authorization is healthy.

Queue backlog: do not manually replay uncertain work. Support will inspect the oldest job, preserve its idempotency key, verify QuickBooks readback, and drain work in business-date order.

Ambiguous post: do not retry it. Support must search QuickBooks by the Mamal document number and confirm the exact-cent result first.

Stale mapping: refresh QuickBooks references, replace inactive or unavailable targets, validate every used source, and obtain a new approval.

Readback variance: pause posting for the affected location and preserve the approved batch, QuickBooks object ID, and readback evidence for accounting review.

Settlement variance: hold the certified settlement batch and reconcile processor deposits, fees, reserves, chargebacks, and adjustments before posting.

Webhook security: invalid deliveries are rejected and never enqueue accounting work. Do not send the webhook verifier or raw payload by email.

Reference sync lag: keep posting blocked if mappings may be stale while support performs a bounded catch-up from the last committed cursor.

Provider errors: authentication, rate-limit, network, and QuickBooks server failures are grouped without exposing credentials. Uncertain writes are read back before retry.

Operational latency: support checks webhook, queue, shared limiter, posting/readback, and reconciliation timing while preserving business-date order.

Accounting escalation

Mamal support can diagnose connection health, queue state, mappings, posting attempts, and readback evidence. Your restaurant’s accountant remains responsible for approving chart-of-accounts choices and tax, tip, service-charge, gift-card, discount, refund, and settlement treatment.

Service incidents

For an urgent issue affecting closeout, posting, or access, put Urgent accounting incident in the subject line. Mamal can disable outbound QuickBooks writes without deleting source batches or accounting history.

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