thread Re: Delivery address Disaster in Online Store

Delivery address Disaster

Ivormcm — Thu, 10 Feb 2022 16:31:58 GMT

Hi there,

I've set up a website using Square online but am very unhappy with the result.

I have 2 x fulfilment methods. Local delivery within 30 km which I intend to be free and shipping for outside this radius which will be delivered by the postal service at a cost to the customer. However, when customers try and enter a legitimate Irish delivery address that does not have a house or apartment number as part of it, the delivery address can not be updated. It does not offer manual entry of the address if it doesn't find a match on whatever database Square uses.

On the Shipping method for fulfilment if an address is not found initially it prompts for manual entry of the address.

I raised this issue 10 days ago and have spoken to numerous customer support agents and sent emails and screenshots of the issue. I have even raised a complaint to try and get a solution to what seems a basic issue.

Is it the case that there is no way of manually updating / entering a address when Delivery is the chosen fulfilment method in Ireland ??

A large proportion of addresses in Ireland do not include a house / Apt/ Unit number and if free typing a delivery address is not possible then the Square online platform is not fit for purpose for Ireland.

Please advise / assist as soon as possible.

I look forward to your response.

Re: Delivery address Disaster

Breffni — Fri, 11 Feb 2022 12:45:07 GMT

Hi @Ivormcm, thanks for flagging this.

I'm really sorry to hear about this experience.

Since you've already been in touch with customer support, I would imagine this is a case our engineers are currently investigating?

Because the the Seller Community is public forum we would have even less access than our support team and can't access your account.

We've shared this feedback with the appropriate team but please continue to work with customer support, they will have a solution in place shortly.

Re: Delivery address Disaster

Ivormcm — Tue, 15 Feb 2022 13:47:05 GMT

Its been over 2 weeks and I've heard nothing. I've spoken to a number of agents and a manager but do not even know yet if engineering have looked at the issue.

Re: Delivery address Disaster

Breffni — Wed, 16 Feb 2022 07:40:41 GMT

Sorry to hear that @Ivormcm, oftentimes these cases can take a little longer than expected but if a ticket has been filed I can assure you that our engineering team is currently working on this case. If you'd like to send me a DM with your email address I can check in on the status for you.

Re: Delivery address Disaster

LRM09 — Thu, 28 Dec 2023 17:49:21 GMT

Thank you very much for your message, now I understand why Square is not able to validate my Physical Address.

Any update with the issue?

Thank you