thread Delivery time discrepancy in Online Store

Delivery time discrepancy

addys — Thu, 28 Jan 2021 18:23:30 GMT

There is a discrepancy between the delivery times listed on the copy of the email that a customer received and the kitchen print out, which gives a 10 minute delivery window that starts 30 minutes after the time listed in the email.

Re: Delivery time discrepancy

Valentina — Sat, 30 Jan 2021 01:20:57 GMT

I want to make sure I'm fully understand what you're describing here, @addys! You are stating that the email your customers are receiving displays a delivery window of 2:00-2:10, but your kitchen staff is seeing a deliver window of 2:30-2:40. Is that right?

If so, are you able to provide a screenshot of an email notification along with a photo of a kitchen printout?

If you don't have these on hand, your best bet here is to contact our team directly so we can dig in with you over the phone for a quicker resolution. When you have a moment, please reach out by logging into your Square account and heading here.

Re: Delivery time discrepancy

addys — Sat, 30 Jan 2021 19:27:08 GMT

Re: Delivery time discrepancy

Valentina — Wed, 03 Feb 2021 00:30:06 GMT

Thank you for sharing these photos - that definitely looks off, @addys!

It's likely that you've already reached out to our team directly, as they are better able to dig in with you than we can through this public platform. If you haven't, I encourage you to contact us by phone for the quickest resolution, as email resolutions generally take a bit longer because of the back and forth.

To help move things in the right direction here, I've gone ahead and escalated a case to our team including the screenshots that you provided here. If you give us a call and let the team member know that a case has been escalated for you, they will be able to view that case and the screenshots that you've shared with us. I hope this helps, and we look forward to chatting with you ✨