thread Item Sync broken in Online Store

Item Sync broken

StuartC — Fri, 11 Aug 2023 15:16:18 GMT

Item sync from Square stand is broken. They updated to software and items created on the stand (ipad retail app) no longer sync with the online items library, even though item sync set to automatically add items and make them visible. They said this was expected behavior, I call it broken. It disrupts our entire workflow. The only way to create an item that will sync is by using the dashboard on a computer (meaning I have to buy a new computer for the employee that enters new items) I AM NOT HAPPY

Re: Item Sync broken

_Violet — Sun, 13 Aug 2023 20:18:59 GMT

Hi @StuartC - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention.

From what you've described, it sounds like this might be related to a known-issue that was resolved a couple of days ago. If you are still experiencing any trouble, I suggest that you get in touch with our Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

Re: Item Sync broken

StuartC — Mon, 14 Aug 2023 12:41:06 GMT

I did reach out after it was reported as a bug (and supposedly fixed) and was told that is the new expected behavior, which disrupts my entire workflow. I mentioned the instruction about sync settings in the online dashboard saying all items created on square retail app would be visible if I have that checked and that is clearly still not working. I got no response, was told that's just the way it is.

Also of note we use categories on the website to allow visibility to items on our Square website, we discovered that doing a search on our website brought up ALL matching items in the site library (if marked as visible) not just the ones on the website. I would expect that a search on my website would limit search to items only on the website not my entire site library items. From my experience Weebly and Square do not talk to each other and just do whatever, customer be damned.

Re: Square Sync is broken

StuartC — Mon, 14 Aug 2023 19:34:38 GMT

Items created in Retail app will not sync with Online Item library in the Dashboard, you need to manually add items after they are created. Items will show up in Item Library but not in Online Item Library. I was told this is new expected behavior. In my case I have sync settings set to turn on all new items created as Visible and would show up automatically in Online Library, that no longer works. I complained to no avail. Square is not listening to customers. Square and Weebly don't communicate.

Re: Item Sync broken

SCMBGS — Mon, 04 Dec 2023 03:57:26 GMT

Following for a hopeful resolution!

Re: Item Sync broken

sayra — Mon, 04 Dec 2023 15:48:26 GMT

Hello, @StuartC.

We understand your frustration, and we are sorry to hear about the inconvenience you're facing with the syncing of items between the Retail app and the Online Item Library in the Dashboard. It's disappointing when expected functionalities don't align with your workflow.

We appreciate your feedback, and would like to help in any way we can. Can you please provide us a screenshot or the names of the items that are not syncing if this is still happening? We will need to escalate this case to our Square Online team and Retail team to look into your account further.

We appreciate your cooperation and patience while we get this resolved.