thread Re: Issues with emails in Online Store

Customers are not receiving Pickup Notification Emails

trbauer — Wed, 08 May 2024 21:57:49 GMT

The title of this thread has been edited by a Square Moderator from the original: "Issues with emails"

When I go into an online order to let the customer know it is ready to be picked up they are not getting that email. Can someone help?

Customer places online order through website, gets an email confirmation of order but when I move the order to ready for pickup that email is not getting to the customer about 80% of the time. This is very frustrating!!!

Re: Issues with emails

MayaP — Tue, 16 Apr 2024 14:12:50 GMT

Hey @trbauer, thanks for flagging this, I understand how frustrating this is, and I am investigating this further.

When I escalated this our team, and they are asking if they could place a test order to see if they were running into the same issue. Is that ok?

Re: Issues with emails

trbauer — Tue, 23 Apr 2024 14:33:00 GMT

That is fine. Just let me know when you find something out.

Re: Issues with emails

trbauer — Mon, 06 May 2024 22:36:08 GMT

Can you please answer me??? This is a huge problem and it is getting so frustrating having customers contact me all the time asking about orders and I have already marked it as ready meaning they should have gotten an email telling them this. I need this fixed.

Re: Issues with emails

TheRealChipA — Wed, 08 May 2024 19:22:30 GMT

Hi @trbauer. Is that a real number? 80% (8 out of 10 orders) you have confirmed are not getting their “ready for pickup” email? If that is the case, you need to get on the phone with Square customer support ASAP. This sounds like something seriously wrong in your account that might need investigation. I’ve never heard of such a high number before, which can only mean that you are in a very small minority of sellers who are having this issue.

Also, keep in mind that customers can — and often do, even though they’ll tell you they don’t — turn off emails and notifications by text. I have loyalty customers who have done this and who then complain that they don’t hear from me anymore. But it was their own fault. Once they tell Square they don’t want this email or that text, that’s the final word.

Re: Issues with emails

TheRealChipA — Wed, 08 May 2024 19:23:40 GMT

@trbauer I should have read a little further before posting my previous reply. It seems that Square employees are aware of your issue. Hopefully my latest post will trigger a reminder to someone that your query is pending.

Re: Issues with emails

trbauer — Wed, 08 May 2024 19:30:59 GMT

Again, thank you for responding. This is a huge issue. Everyone seems to get their order confirmation email because they will send me a copy of it but they state they are not getting their ready to pick up email. How did you find out that this is an issue with Square?