thread Schedule pickup date during checkout in Online Store

Schedule pickup date during checkout

dcar525 — Tue, 19 Dec 2023 06:04:23 GMT

We have online store where customer need to pickup date and time when they will come to pickup the order. We are using automatic fulfilment calculation based on our availability and working hours which is fine. With that automatic calculation system assigns the earliest pickup slot which is in most cases won't work for our customers. But almost 50% of customers are confused where they choose the new slot because the way is currently implemented at checkout window is not 100% logical so customers just agree with the current slot by default and then call us to change the date which is a bit headache.

I talked to support and they told that there is no way to change behavior and this is seems feature request already but I'm asking community is there any workaround could exist so when customer going to check out window the system will ask them to choose date and time before they pay. Or maybe is there any way to have a clear button saying change date/time...

Right now in order to change customer would need to click on time or edit, but the way how that checkout page looks like is not 100% logical clear for customers that fields are changeable.

I think the easy solution would be to have a "change date link/button" in the area marked as yellow... but I don't know is there a way to do that.

And of course ideal way would be when customer going to the cart - just ask him to pickup date and time instead of assign by default slot and then consider that can be changed.

Re: Schedule pickup date during checkout

MayaP — Wed, 20 Dec 2023 19:46:15 GMT

Hello @dcar525, I appreciate you reaching out and understand your concern about the pickup times and sorry we don't currently have a way to edit this feature. I have tagged some of our super sellers here who might be able to provide some insight @MAXSDELI @HC_Charlie @Donnie-M @ryanwanner @LLCafe @VanKalkerFarms. In the meantime feel free to reach out on our Ideate Board to provide your feedback on this request. If you need anything else please let us know.

Re: Schedule pickup date during checkout

HC_Charlie — Wed, 20 Dec 2023 20:14:21 GMT

@dcar525I know it's not intuitive as a place to be clickable, but I think if your customer clicks on the pickup date/time (where you have highlighted in yellow) it opens the same EDIT window where they can choose to change the date/time

Re: Schedule pickup date during checkout

Donnie-M — Wed, 20 Dec 2023 20:25:36 GMT

@dcar525 I don't know if it works the same with pre-orders, but when you get the order in order manager, can you change the pickup slot then manually? and then just notify the customer (the system I know does it also) and maybe just put a pop up with some info on the site...

Re: Schedule pickup date during checkout

dcar525 — Thu, 21 Dec 2023 06:32:06 GMT

I know that if you click on the pickup date/time it opens the same window, but it's also not intuitive that field is "clickable". That's why I offered to put some mark/change button right close to pickup date/time to let customer clearly see they have that option available. Just simple note near by "if you want to change the date click here" would help a lot to make it more intuitive. And I believe this is going to be a very simple fix.

Re: Schedule pickup date during checkout

dcar525 — Thu, 21 Dec 2023 06:34:59 GMT

Yes, we know we can change from our side afterwards, this is what we are doing all days now. BTW if the order is placed via POS - you CANNOT change the date afterwards and this is weird. I already got confirmation from support team that feature is not available for POS orders as well you can NOT add any comments to the order (while you can still do that with online orders).

I don't know what's the logic behind to make date/time field changeable for online orders and NOT changeable for POS orders.

Re: Schedule pickup date during checkout

dcar525 — Thu, 21 Dec 2023 06:40:20 GMT

Unfortunately looking to the answers - the issue is there and there is no WA, unless that can be fixed easily from square side by adding possibility to add comments on checkout screen near by date/time - "you can click here to change the date/time".

Once we moved to Square online from WIX we have noticeable drop in online orders and we believe because customer don't know how to change the date. not intuitive. We have couple of customers walk in daily who is saying they couldn't make order online because they couldn't find how to change the date... So for us it' super critical and if that can't be fixed asap we will have to move back to WIX, we can't afford to loose some orders because of that limitation in the interface.

Re: Schedule pickup date during checkout

JJ_ — Thu, 21 Dec 2023 14:37:09 GMT

I am sorry to hear about this experience since moving from WIX, @dcar525.

I don't have any updates to share regarding changing pickup dates or adding comments to orders from the Point of Sale. However, I’d love it if you'd submit this request on our Ideate page for Square Online. Our team monitors these boards, and we triage them to measure needs. You can search the boards to see if this has been requested before and add your use case if so!