thread Re: Online Website item quantities not syncing with Square Item Library in Online Store

Online Website item quantities not syncing with Square Item Library

captcurt — Sat, 31 Aug 2024 16:01:28 GMT

Has anyone else experienced this.

Ongoing issue getting ready to go to Day 3. Everything working correctly after the recent changes and then noticed that transactions in the register and also Purchase orders or other inventory updates the quantities were not synching.
First run through support day 1 - escalated to engineers they said they would do a resynch and wait 24 hours and it will be back to normal. Nope didn't work
Second run through support day 2 - escalated and was told that it was a location issue which they fixed and then said they were sure the issue "would not happen again" and gave me case number. AND it didn't work still same issue nothing changed.
Third run through with support, worked the same thing over again, if you make a change to inventory on the website, it synchs to the Item Libarary correctly. BUT if you do it through the dashboard, which includes register sales, Purchase orders etc. It does NOT update the online inventory totals. Escalated again to engineering and told that they would send an email with resolution or update and nothing.
Going on 3 days of lost sales. Not good. Wondering if I created a WHOLE new website from scratch if it would fix the issue. If I can do this I could probably get it going within a day.
UPDATE -
Going on Day 5 of this issue - We have had now 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on https://www.issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.
We tried suggesting to them we would be willing to scrap our current website and start a new one from scratch. They said it would not solve the problem and inferred that this is a bigger issue. Hopefully this gets resolved soon, we are losing alot of sales because of this.

Re: Online item issues Not syncing properly

2ndCity — Tue, 03 Sep 2024 14:08:56 GMT

Hello,

Is anyone having issues with items in thier online shop. I seem to be having different problems. Items are being moved from visible to either hidden or unavailable. The quantity isn't changing when items sell. If I had a quantity of ten up and two sell, it stays at ten. Even my sku's are not the correct numbers that are found in my square dashboard. The item information on the dashboard is correct, but I'm having issues with the online side. I called earlier today, but the agent I spoke was not understanding what I was saying and was no help. Any help would be appreciated and thank you.

Re: Online item issues Not syncing properly

DinaLRosenberg — Fri, 30 Aug 2024 13:41:15 GMT

I would suggest you share screenshots here so perhaps some Square experts can see what you're talking about?

Re: Online Website item quantities not syncing with Square Item Library

2ndCity — Fri, 30 Aug 2024 17:57:34 GMT

I am having the same issue now since yesterday. Spoke with someone yesterday and he was no help at all. This morning, I was told there is a global synching issue. They said they will resynch the catalog and to wait 24 hours for the full resync to work so I'll have to wait until tomorrow. As of right now, no change. Quantities are not dropping on the website when the items sell, but they are correct on the dashboard.

Re: Online Website item quantities not syncing with Square Item Library

rcwidower — Fri, 30 Aug 2024 19:14:01 GMT

After comparing our retail side to the online side, it appears I too am having this issue. I am not sure how long this has been going on, but I do know that other changes to an item are synching to the online site (just not qty.) Hopefully this is something on support's radar and we'll hear from them soon

Re: Online item issues Not syncing properly

Simple-Delights — Sat, 31 Aug 2024 05:22:45 GMT

We are having the same issue. The stock counts are not getting updated for online since they moved online categories to Dashboard. This is really impacting our business. Called support but no one is available to help at the moment. Will have to call back on Monday.

Re: Online Website item quantities not syncing with Square Item Library

DarcyParkB — Sat, 31 Aug 2024 12:16:26 GMT

I checked my online and square and same thing! My pos is correct but online is not syncing. I’m going to oversell my items. Has this issue been highlighted to Weebly as a priority?

Re: Online Website item quantities not syncing with Square Item Library

DarcyParkB — Sat, 31 Aug 2024 12:16:59 GMT

Same!!

Re: Online Website item quantities not syncing with Square Item Library

captcurt — Sat, 31 Aug 2024 15:47:35 GMT

They did the same thing with us the first time we contacted them and it did not work.

Re: Online Website item quantities not syncing with Square Item Library

captcurt — Sat, 31 Aug 2024 15:49:14 GMT

Yep, same thing with us, we are going on Day 5 of not being able to use website, losing alot of sales.

Re: Online Website item quantities not syncing with Square Item Library

captcurt — Sat, 31 Aug 2024 15:54:34 GMT

We have had 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on https://www.issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.

Re: Online Website item quantities not syncing with Square Item Library

aaaahern — Sat, 31 Aug 2024 18:37:46 GMT

SAME!!! Customer representatives is not helpful at all because all they do is following existing playbook which won't cover incident like this. I asked if they can escalate to the eng team they just ignore me.

I'm a software engineer and I think the fundamental problem is that they have two separate databases to store the inventory count for "Item Library" and "Square Online" and rely on some communication underneath to sync across systems. Unfortunately this communication is not reliable and severely broken. They should have single source of truth (i.g. one database) to track the inventory.

If any eng lead or PM see this thread, please please please let the eng team fix this ASAP. This is a fundamentally terrible product design.

Re: Online item issues Not syncing properly

Simple-Delights — Sat, 31 Aug 2024 18:40:13 GMT

Update: Our issue was the stock count not getting updated since the Online Category move happened. We noticed some items do get updated, so did more research. And we identified that those had some kind of update on the item since the Category move. So, I went in and updated the stock counts on the online side to match the stock count of the item for POS. Since then, stock updates are happening correctly.

Re: Online item issues Not syncing properly

2ndCity — Sat, 31 Aug 2024 19:43:38 GMT

I did that as well. I actually updated all quantities on the online side last night before we put up our sale information and I'm still having the same issue as items are selling today. I'm trying to stay on top of it, but it's not been easy

Inventory Count Bug In-Store versus Online (example below)

DinaLRosenberg — Sun, 01 Sep 2024 15:17:15 GMT

Yesterday we sold two pricey mineral specimens. I wanted to post to instagram a video of the last specimen available (these are super rare) and when I went to check our website I noticed the two items that sold are still showing available on our website.

Here's a screenshot of our website that shows 3 still available.

Here's a screen shot from inventory/items showing only 1 available

It has been over 12 hours since these two pieces sold.

I am going to delete the two sold variations so we don't over sell (and then get hit with return fees for something that is clearly not our fault).

We over sell single items a lot. Often I'm asked for proof- so I want to memorialize it here for Square to see.

Re: Online item issues Not syncing properly

captcurt — Sun, 01 Sep 2024 15:39:29 GMT

This is an ongoing issue still not resolved as of today. The post below is from another thread but thought it relevant to what is happening with alot of square customers.

Online Website item quantities not syncing with Square Item Library

Has anyone else experienced this.

Ongoing issue getting ready to go to Day 3. Everything working correctly after the recent changes and then noticed that transactions in the register and also Purchase orders or other inventory updates the quantities were not synching.
First run through support day 1 - escalated to engineers they said they would do a resynch and wait 24 hours and it will be back to normal. Nope didn't work
Second run through support day 2 - escalated and was told that it was a location issue which they fixed and then said they were sure the issue "would not happen again" and gave me case number. AND it didn't work still same issue nothing changed.
Third run through with support, worked the same thing over again, if you make a change to inventory on the website, it synchs to the Item Library correctly. BUT if you do it through the dashboard, which includes register sales, Purchase orders etc. It does NOT update the online inventory totals. Escalated again to engineering and told that they would send an email with resolution or update and nothing.
Going on 3 days of lost sales. Not good. Wondering if I created a WHOLE new website from scratch if it would fix the issue. If I can do this I could probably get it going within a day.
UPDATE -
Going on Day 5 of this issue - We have had now 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.
We tried suggesting to them we would be willing to scrap our current website and start a new one from scratch. They said it would not solve the problem and inferred that this is a bigger issue. Hopefully this gets resolved soon, we are losing alot of sales because of this.
Day 6 same issue - nothing has changed and no update anywhere I have seen regarding this issue. We did bring it to the attention of our seller group outside of square and many of them didn't even know this was an issue happening in their inventory totals until we advised them and they checked. And yes it has been happening, and many of them have received oversells etc. and have had to issue refunds etc.

Re: Online item issues Not syncing properly

Simple-Delights — Sun, 01 Sep 2024 17:59:18 GMT

Update: it worked one day and we are back to having the same problem!!

Re: Online item issues Not syncing properly

DinaLRosenberg — Sun, 01 Sep 2024 21:05:36 GMT

Definitely an issue with the sync between instore/invoice sales and the website.

Here's another from yesterday that sold but is showing available on the website. This is really awful

Re: Inventory Count Bug In-Store versus Online (example below)

tranguyen — Mon, 02 Sep 2024 13:42:00 GMT

Thanks for flagging this @DinaLRosenberg!

I have escalated this again to our Square Online specialists so they can investigate further and ask them for any tips they have to help resolve this in the moment in the future. Will follow-up as soon as I hear back from the team!

Re: Inventory Count Bug In-Store versus Online (example below)

tranguyen — Mon, 02 Sep 2024 19:37:55 GMT

Hey @DinaLRosenberg, just want to circle back and share some updates and recommendations from our Square Online team!

There had been some issues with Square Online inventory sync recently which definitely could caused the issue you described above. Our enginering team has since resolved all these issues. Just to be thorough, the Square Online specialist has clear some cached in the back-end and resync your site's catalog to speed up the process for any inventory sync issues that you may encounter right now.

For the future, they do recommend to reduce the size of your inventory if possible, as the larger the catalog the longer it can take for it to sync. The recommendation for online item syncs is around the 1,000 items mark. I know this is not applicable for all business but as far as I know, there is currently no plan yet to increase the amount of items a seller can seamlessly manage through Square Online site. It's definitely still worth it to submit a feature request.

I hope this helps clarify the issue! If you have any further question, let me know and I'm happy to reach back out to the team for more information.