Some requests are confirmed by sending a six-digit code to the caller’s email address. When that address could not be reached — nearly always because it was misheard over the phone, which is the hardest thing to get right on any call — the caller was told the request could not be continued, and that was the end of it. They rang off and nothing was logged.
Your receptionist now says which address it tried and asks the caller to give it again if it has taken it down wrong, then sends a fresh code to the corrected address. Where the address came from the order rather than from the caller, it offers to try a different one on that order instead.
Nothing about the check itself has changed: a request that needs a code still needs one before it is logged.