thread Re: Order limiting does not always work in Online Store

Order limiting does not always work

lemondogs — Mon, 22 Jun 2020 15:16:45 GMT

This is an odd one as I don't know how to reproduce it, yet it has occurred twice now.

We have our Pickup & Delivery settings configured as follows:

Accept Pickup Orders: Enabled
Order prep time: 30 minutes
Space out pickup & delivery orders: Allow 1 pickups and deliveries every 15 minutes

However two weeks in a row customers have been able to place 2 distinct orders for the same pickup time-slot. Examples with order numbers abridged:

Example1:

- Order 600. Placed June 10, 12:12 pm. Pickup: June 12th, 6 pm

- Order 103 . Placed June 9, 12:31 pm. Pickup: June 12th, 6 pm

Example 2:

- Order 638. Placed June 17, 2:22 pm. Pickup: June 20th, 12:30 pm

- Order 561. Placed June 17, 3:14 pm. Pickup: June 20th, 12:30 pm

Yet, after an order has been placed, I've manually gone to our online store and tried to checkout by selecting the same pickup slot as the one selected in that order, and it's not allowed me to do it. So I have no clue how to reproduce this...

Is there something wrong with my config that would allow for this?

Thanks in advance for the help.

Re: Order limiting does not always work

AdamB — Tue, 23 Jun 2020 20:07:53 GMT

Thank you for posting about this, @lemondogs. That one order from the 9th makes me wonder if one of the orders for each time slot was added to the cart at one point in time, but then not placed until later. Have you contacted our support team yet? I think that this might need to get escalated for our engineers to look into.

Re: Order limiting does not always work

lemondogs — Wed, 24 Jun 2020 00:30:51 GMT

Hi @AdamB I thought I did a few days after the first example of this occurred, but then I never heard back from anyone. Is there a place I can go to see open support requests within my account?

I also can't seem to find that on the main square website. The support pages all seem to drive to seller community or a super-basic submission form and not a support ticketing system. What's with that?

Re: Order limiting does not always work

isabelle — Wed, 24 Jun 2020 19:58:38 GMT

Hey @lemondogs.

Ultimately, the internal tickets that we file for our Engineering Teams so they can look into issues are internal only, therefore there's no way for sellers/users to check on the status/progress of them.

The best way to get a substantial update on an individual issue you're experiencing would be to give us a call. Every time a seller calls in, we log the call with notes, and keep track of any associated engineering tickets. Our Online Store team will be able to provide an update. Really sorry about this experience thus far.

Apart from that, we usually try to send an email when we do receive an update.

Re: Order limiting does not always work

lemondogs — Mon, 06 Jul 2020 20:30:27 GMT

An update from square support for those attempting to use Order Limiting for pickup orders. It is apparently only meant to be used on orders placed for pickup asap and will not function for orders scheduled for later.

So if you have your order limiting set to 2 every 15 minutes (as an example), three or more customers *will* be able to select the same 15 minute slot UNLESS that slot is the first available slot from right now.

I requested that if they can't fix order limiting to apply to *all* pickups (specifically scheduled pickups) any time soon, they should at bare minimum describe this better when configuring the setting to make it very clear that it only applies to your first available time slot / asap pickups.