thread Re: Online order confirmation emails are missing customer information in Online Store

Online Order missing buyer's Name

sotexbbqco — Fri, 10 Jul 2020 21:18:36 GMT

This week orders placed at online store is missing buyer's information sporadically. Buyer's name is missing in almost all confirmation emails I receive, and in one case the name is missing in order list in the square dashboard.

Is this a known issue, it's been working fine prior to this week.

Re: Online Order missing buyer's Name

isabelle — Sun, 12 Jul 2020 14:48:46 GMT

Hey @sotexbbqco!

Thanks or posting in the Seller Community. Sorry to hear about this issue.

Just to confirm, are you able to see any customer information within the orders section of the Online Store dashboard? Let me know! 🌟

Re: Online Order missing buyer's Name

sotexbbqco — Tue, 14 Jul 2020 14:23:29 GMT

Yes, I can see all customer info in the order section (except for only one order was missing the name).

The confirmation emails was missing name/phone number, which are required fields during check out. There didn't appear to be a patter, and we tested it by placing an order and it was missing info we included.

Re: Online Order missing buyer's Name

isabelle — Tue, 14 Jul 2020 14:28:40 GMT

Thanks for your reply, @sotexbbqco.

Just to confirm, when you're in the Online Store dashboard and go to Settings > Checkout > Advanced Settings, are the following contact related settings all reflected properly?

Let me know! 🤓

Re: Online Order missing buyer's Name

sotexbbqco — Tue, 14 Jul 2020 15:32:03 GMT

Yes, I also have checked the option for buyer to leave a note. Keep in mind that the confirmation email does not contain the buyer's NAME. Is there any setting that would prevent the buyer's NAME from showing up?

It also appears to be sporadic, as in not happening 100% of the time. The customer also confirmed that their confirmation email did not have their name.

All of the orders (EXCEPT ONE) had the customer's name. It's not a huge issue right now, but it could be an indication of an underlying issue that may cause bigger problems in the future.

Re: Online Order missing buyer's Name

isabelle — Wed, 15 Jul 2020 14:56:29 GMT

Hey @sotexbbqco-

Thanks for your reply.

I'm concerned about why this is happening sporadically. Would you mind giving us a call and speaking with the Online Store team? I'd like them to take a look, and file a ticket with our Engineering Team if need be. I agree with you that this could cause bigger issues in the future, and I understand that certain sellers rely on customer name.

Re: Online Order missing buyer's Name

pessosices — Wed, 15 Jul 2020 15:01:05 GMT

A similar thing has been happening to me - I brought it up to @kellyj in the Beta Community

Online order confirmation emails are missing customer information

FUJISCHOOL — Sat, 01 Aug 2020 17:27:07 GMT

The title of this post has been edited from its original: "receipts"

After moving to a new square online store, I only get a simple receipt to our email[personal information redacted]. The simple receipt has

-customer name & NO payment amount

-NO customer name & payment amount.

We used to get a full receipt(customer name, customer email address, payment amounts)
How do I get a full receipt to our email?

Re: Online order confirmation emails are missing customer information

nika — Sat, 01 Aug 2020 17:32:44 GMT

Hey @FUJISCHOOL-

First make sure you have the correct settings applied that Isabelle shows here. If that's all correct, it does look like some other sellers have had the same issue.

@sotexbbqco @pessosices were either of you able to find out anymore about this issue?

Re: Online order confirmation emails are missing customer information

sotexbbqco — Sun, 02 Aug 2020 01:59:56 GMT

@nika. I do not have time to research this further. I work full time and have a side food truck business. I can confirm its still happening the majority of the time and we have confirmed with manual tests. Its only a minor annoyance because most of the time the online order in the dashboard contains all info.

Re: Online order confirmation emails are missing customer information

FUJISCHOOL — Sun, 02 Aug 2020 05:44:06 GMT

Yes, I have checked Isabelle shows here. That is all correct. I don't still get a full receipt.

Re: Online order confirmation emails are missing customer information

nika — Mon, 03 Aug 2020 11:48:32 GMT

I understand @sotexbbqco. Thought that if you were able to get an answer from our team you'd be able to share here for others. Sorry it's still happening.

@FUJISCHOOL- I'd go ahead and reach out to our Support team to see if they have any updates or troubleshooting to share.