thread Re: I am running out of patience with sync issues in Online Store

I am running out of patience with sync issues

JTPets — Thu, 30 Jan 2025 21:45:00 GMT

I’m finding it extremely challenging to run my business when I constantly need to reach out to Square to fix recurring issues. This is causing significant frustration and interfering with my day-to-day operations.

Please review the video I’ve included, along with the links to previous reports of similar recurring problems:

Current On-Sale Items: https://www.jtpets.ca/s/shop?page=2&limit=60&sort_by=name&sort_order=asc&item_deals=on_sale
Timed Sale Bug (previously reported): https://community.squareup.com/t5/Square-Online-Discussion/BUG-Timed-sales-are-still-showing-as-filtered-as-on-sale-after/m-p/760696#M4098
Stuck Inventory (previously reported): https://community.squareup.com/t5/Square-for-Retail/Stuck-inventory-again/td-p/764090
Store Hours Not Syncing (previously reported): https://community.squareup.com/t5/Square-Online-Discussion/Square-Online-Store-Hours-Are-Incorrect/m-p/767119#M4173

With respect, I need a reliable service that allows me to focus on running my business—not on continually submitting support tickets. I appreciate your prompt attention to these matters and look forward to a lasting resolution.

Thank you for your time.

If my timed promotions remain visible year-round, even when they aren’t actively on sale, it confuses customers and undermines their trust in my pricing and promotional strategies.

This video has been deleted

(view in My Videos)

@Summer2024

Re: I am running out of patience with sync issues

JTPets — Fri, 31 Jan 2025 20:33:08 GMT

Tagging @isabelle for vis

Re: I am running out of patience with sync issues

Summer2024 — Tue, 04 Feb 2025 14:21:45 GMT

Hey @JTPets - I'm not sure how I missed the tag on this on Thursday. My apologies.

I am going to escalate this to engineers and really try to dig deep with them as to why this keeps happening. I know it is super frustrating, and to be honest, it is super frustrating on our end too because we truly want everything to work properly for you guys.

I will be back once I have some movement on the escalation.

Re: I am running out of patience with sync issues

Summer2024 — Tue, 04 Feb 2025 14:41:57 GMT

@JTPets - can you try reuploading the video ? It is still saying it is processing; or if you are comfortable sharing it as a link, that may work the best.

Re: I am running out of patience with sync issues

JTPets — Wed, 05 Feb 2025 16:26:32 GMT

This video has been deleted

(view in My Videos)

Re: I am running out of patience with sync issues

JTPets — Wed, 05 Feb 2025 16:36:17 GMT

I dunno whats wrong with this video here is a link- https://drive.google.com/file/d/1EUgKCJ-n-jiuv6SMHaOE4E5b-IaGGqwn/view?usp=sharing

@isabelle @Summer2024 I am also chasing down another "committed" inventory" bug that would also need a "sync"

Re: I am running out of patience with sync issues

JTPets — Wed, 05 Feb 2025 17:24:56 GMT

Addign images of the "commited inventory" issue - again I have NO SAVED CARTS! - even opened a ticket last time For your reference this is Case #: 101447531

Re: I am running out of patience with sync issues

JTPets — Wed, 05 Feb 2025 17:26:28 GMT

If you can't fix it, then perhaps implement a button to "sync" so i dont have to chase someone down everytime i see a problem?

Re: I am running out of patience with sync issues

JTPets — Sat, 08 Mar 2025 11:17:50 GMT

@Summer2024 again, 8 days after I ended a sale these items are still flagged as having a sale attached to them: https://www.jtpets.ca/s/shop?page=1&limit=60&sort_by=name&sort_order=asc&item_deals=on_sale

When is this "update" supposed to happen to make this not an issue? Imagine I want to run a flyer every other week or twice a month? These are things I am trying to build into my business but have no way to manage the appearance of sale items correctly....February was dental month, these are no longer on sale

Re: I am running out of patience with sync issues

Summer2024 — Wed, 12 Mar 2025 14:06:29 GMT

Sorry @JTPets - Just seeing this tag from the weekend....

I will be sure to put extra (even more than I have before) emphasis on how unacceptable this is when I file once again for this syncing issue.

Please know that I want this to be resolved as much as you do. I am very sorry for the continued frustrations.

Re: I am running out of patience with sync issues

Summer2024 — Wed, 12 Mar 2025 16:42:56 GMT

@JTPets Those two tasteful items are still listed under active discounts. Is that supposed to be the case?

Re: I am running out of patience with sync issues

JTPets — Wed, 12 Mar 2025 16:44:28 GMT

Sorry yes. It's the dental items

Re: I am running out of patience with sync issues

Summer2024 — Wed, 12 Mar 2025 16:49:48 GMT

Okay, when I go to the sale page, none of these dental items are listed on any of the sale pages. I used the link you provided. Let me know if I am missing something here.

Re: I am running out of patience with sync issues

JTPets — Wed, 12 Mar 2025 16:51:13 GMT

It appears to have updated since I posted this...urgh

Re: I am running out of patience with sync issues

Summer2024 — Wed, 12 Mar 2025 16:56:02 GMT

So good....but not good at the same time for troubleshooting and resolution purposes. I am going to ask Isabelle when she returns from vacation if there is a more efficient way for Champions to reach out to me with any weekend issues. I don't get my notifications from here in the community specifically on the weekends when I am OoO but I am happy to jump on if someone sends me a direct email with a pertinent issue. I'll let you know.

Re: I am running out of patience with sync issues

JTPets — Mon, 14 Apr 2025 15:07:24 GMT

@Summer2024 @isabelle How many times can I bring this thread back to life. Here is an item I deleted from my catalog at least a week ago, I was reviewing my cat food section to ensure I had activated all my volume buy discounts (no surprise I hadn't) when I saw this bad boy, and not only could I see it - I could click it? It's a deleted item this should 404 - but alas we are not updating my website details correctly still...

Last time we had to remove restaurants because it was causing issues - What will be the reason this time?

https://www.jtpets.ca/product/tiki-cat-aloha-friends-chicken-pumpkin-wet-cat-food-2-5-oz/2253?cp=true&sa=false&sbp=false&q=false&category_id=XRRZAMTLBWFHRJYH66HV5ELR