thread Re: We're Sorry We can't update this order without syncing it with Square, and we're having trouble in Online Store

We're Sorry We can't update this order without syncing it with Square, and we're having trouble doin

edi783punx — Tue, 19 Dec 2023 09:38:06 GMT

when I try to mark order as shipped in Square Online

I receive error

We're Sorry
We can't update this order without syncing it with Square, and we're having trouble doing that right now. Come back and try again late

please fix it asap. i need this working

thanks

Re: We're Sorry We can't update this order without syncing it with Square, and we're having trouble doin

Breffni — Tue, 19 Dec 2023 13:30:17 GMT

Hi @edi783punx - sorry to hear you're running into this.

That sounds like it may be an account specific issue, we'd likely need the order number and some other details to be able to try and replicate the error.

We can't access that here in the Community, unfortunately. If you haven't done so already, I'd suggest reaching out to our direct support on 0800 - 098 8008, 9AM- 5PM, Mon-Fri. They'll be able to pull up your account and take a closer look at this.

Re: We're Sorry We can't update this order without syncing it with Square, and we're having trouble

edi783punx — Tue, 19 Dec 2023 13:59:12 GMT

I think i know what the problem is

order 711520198 was placed on 07/09/2023

to manage order from Square Dashboard not from Online dashboard is working but only for order up until certain date - i think this is the problem...

when i do to Square Dashboard, Items & Orders > Orders i can only see orders from now back to 21st of September

any new order (I received some yesterday) I can set as shipped without any problems in Square Online dashboard and /or Square Dashboard, so i think its down to keep orders older than 3 months in Square Dashboard

thanks

Re: We're Sorry We can't update this order without syncing it with Square, and we're having trouble

Breffni — Wed, 20 Dec 2023 16:16:30 GMT

Ah, that would narrow it down @edi783punx

I raised this with the Square Online team, and they confirmed that the date of the order wouldn't be the cause here. This is coming down to an error syncing.

Their suggestion is to filter for the date range on your Dashboard Order Manager. From there you should be able to mark orders as shipped/completed with no issue. (This is an update Order Manager page which is different from the Square Online Orders Overview).

Let me know if that works!

Re: We're Sorry We can't update this order without syncing it with Square, and we're having trouble

edi783punx — Thu, 21 Dec 2023 09:36:39 GMT

thanks

ill ship current preorders this way

but i hope you can fix it as if i have to work this way in future this will be very inconvenient