thread Re: Online Orders Not Coming Through in Online Store

Online Orders Not Coming Through

RisingSun207 — Tue, 23 Mar 2021 12:30:14 GMT

Three times this week I've had customers arrive at the store ready to pick up their order...but I have no order from them. I've been using Square for my online orders for over a year and this may have happened ONCE in the past year...now 3 times in 3 days. Does anyone have any idea on what could be causing this (other than potential human error)?

Re: Online Orders Not Coming Through

isabelle — Tue, 23 Mar 2021 17:23:26 GMT

Hey @RisingSun207! ☀️

That doesn't sound right. What is your URL? Do you have more than one location? Are they ordering from a mobile device?

Re: Online Orders Not Coming Through

RisingSun207 — Tue, 23 Mar 2021 18:36:37 GMT

It's www.risingsun207.com. I have one "active" location (one inactive/disabled location). I'm unsure as to whether they're ordering on a mobile device or not.

Re: Online Orders Not Coming Through

isabelle — Wed, 24 Mar 2021 00:31:36 GMT

Hmmm @RisingSun207.

I wonder if your customers are getting confused by the mobile workflow described here. Is it 3 different customers having the same issue or a recurring customer? Let me know 👩🏼‍💻✨

Re: Online Orders Not Coming Through

aliseats — Sat, 18 Sep 2021 16:19:49 GMT

I am having the same problem. I have been told if more than one person is trying to place an order at the same time online, the site seizes up. So I have to instruct the customer to wait a few minutes and place their order again. I have also had to instruct my customers, that if they didn't receive an email confirmation of their order, then it didn't go through. I am beyond frustrated with this and it seems that Square refuses to address this glitch. I shouldn't have to put the solution on my customers to ensure their order goes through. I have missed out on hundreds of dollars in sales because this cannot be resolved. It has been an issue for over a year! I wish Square would address this issue once and for all! I am starting to look at other platforms because I have clients emailing me with their frustrations, and their is nothing I can do to resolve this except wait for some mystery person in the Square universe to finally hear my cry for help and do something about it!

Re: Online Orders Not Coming Through

_Violet — Sun, 19 Sep 2021 20:57:02 GMT

Hi @aliseats - Thanks for reaching out to us here on the Square Seller Community.

Let's get you in touch with our Online Store Support Team. They will be able to take a look at your account and walk you through some troubleshooting to determine the root of this issue.

You can get in touch with Support directly here or by giving us a call at 855-700-6000 between 6am-6pm PT Monday-Friday. Be sure to request an Online Store Support Specialist 🙂

Re: Online Orders Not Coming Through

aliseats — Sun, 19 Sep 2021 21:28:03 GMT

Thank you!