thread Re: Thumbnail doesn't match variation on retail in Online Store

Thumbnail doesn't match variation on retail

EcoAutoClean — Wed, 26 Nov 2025 11:01:03 GMT

Hey Square family! I sell detailing supplies and we have different variations (16oz and gallons)

When I check an order on the square retail app, the thumbnail displayed is the item default picture, not the default of the specific variation - but if i got into orders on the Square website / desktop - it displays it correctly.

retail app image

square online orders view.

Re: Thumbnail doesn't match variation on retail

MayaP — Wed, 26 Nov 2025 22:02:41 GMT

Hey @EcoAutoClean — that does sound like odd behavior, and I’m happy to help take a closer look.

When I check your item list in Dashboard, I’m not seeing Shift Soap Pure Vehicle or Cruise Matte Interior Detailer. I do see those items when I go to your site but not on Dashboard. Where can I find those items so I can dig into this further?

Re: Thumbnail doesn't match variation on retail

EcoAutoClean — Wed, 26 Nov 2025 22:46:04 GMT

It’s under my other square account! My apologies can you message me and I will send you my email of the account it is under

Thanks

Re: Thumbnail doesn't match variation on retail

MayaP — Wed, 26 Nov 2025 23:10:59 GMT

I checked the account you’re currently signed in with on the Community, and I’m not seeing those items there. I just sent you a message!

@EcoAutoClean

Re: Thumbnail doesn't match variation on retail

MayaP — Mon, 01 Dec 2025 23:34:02 GMT

I got your DM, and I am looking into this! @EcoAutoClean

Re: Thumbnail doesn't match variation on retail

MayaP — Wed, 10 Dec 2025 20:59:04 GMT

Hey @EcoAutoClean — I filed a ticket for this issue, and I can see that someone from our Application Support team has already reached out to begin working on a fix. I know this situation isn’t ideal, and I truly appreciate your patience while the team gets everything sorted out. I will mark this as the best answer for now, so that if other sellers with similar issues come across this thread, they know we are working on a solution.

Thanks again for hanging in there with us.