thread Square Online Order Confirmations not being sent in Online Store

Square Online Order Confirmations not being sent

stamfordbook — Wed, 13 Mar 2024 10:44:03 GMT

Hello,

My website has stopped sending automated sales confirmation's altogether now.

Can't figure out why. It's lost be quite a bit of business as my leadtimes are so long and some people have become jittery and asked for refunds.

Please can someone help me with this?

[The title of this thread has been edited from the original: Re: Square Online: "Shipping address not supported/The store does not ship to the provided addr]

Re: Square Online: "Shipping address not supported/The store does not ship to the provided addr

Breffni — Wed, 13 Mar 2024 10:43:05 GMT

Hi @stamfordbook, thanks for flagging this.

Sorry to hear that you're having some trouble. It sounds like this might be a slightly different issue than what has been reported on the thread you posted on so I created a new thread here.

I'd be happy to help with this - can you share a link to your site?

Can you also confirm that you have the following settings enabled:

From your Square Online Overview page, go to Communications > Email & Text Alerts.
Ensure that confirmation emails are enabled

Re: Square Online: "Shipping address not supported/The store does not ship to the provided addr

stamfordbook — Wed, 13 Mar 2024 10:56:12 GMT

Thanks

stamfordbookcase.co.uk

functions enabled

Re: Square Online: "Shipping address not supported/The store does not ship to the provided addr

Sineaid — Wed, 13 Mar 2024 12:26:28 GMT

Thanks for confirming @stamfordbook

If it’s all, rather than just a portion of your customers who have reported not receiving these emails, then that doesn’t sound quite right.

If it was just a few customers, of course it’s recommended that they check the spam folder of their email. If they confirm that nothing was received, you could try issuing a receipt from the Orders section of your Square Online Dashboard, just to provide some peace of mind.

From what you’ve said however, it does sound like it’s all confirmation emails, rather than just some. So, I’d recommend reaching out to our support team to ask that they look into this further for you.

In the meantime and if you haven’t already, please try toggling off your confirmation email preferences, and then toggle them on again to refresh your settings. Please also ensure that your Sender Profile is saved under Communications > Text Alerts. Please also check that your business location has been confirmed. Online > Settings > General.

You’ll find the option to call, email or chat with our team directly if you follow the steps below:

Sign in to your account.
Visit squareup.com/help.
Click Contact in the top right of screen.
Then type ‘contact’ into the text field of the chat-bot.