thread Recording customer requests in POS as outstanding orders in Hardware Setup & Troubleshooting

Recording customer requests in POS as outstanding orders

MPBModels — Sun, 21 Sep 2025 11:48:41 GMT

I have a model railway shop and sometimes customers ask us to order items for them that are not part of the normal stock.

I have explored the orders management function but there is not a 'create order' option in the POS that I can see.

I have tried schedule but that doesn't seem a good fit either.

Invoicing from POS would have been my next guess but its 'greyed out'

has anyone else found a way to take special orders at checkout?

thanks

Mike

Re: Recording customer requests in POS as outstanding orders

Emma_ — Mon, 16 May 2022 15:09:06 GMT

Hi @MPBModels, thanks for your post.

You can create an order using Open tickets option or Invoices. They both allow you to add items and notes and your customers can pay when the order is ready.

To enable Open tickets on your POS, please follow the steps outlined here.

To get started with Square Invoices, please have a look at this guide in our Support Center.

Let me know if you have any questions, I'll be happy to help.

Re: Recording customer requests in POS as outstanding orders

MPBModels — Sat, 28 May 2022 12:03:45 GMT

Hi Emma,

I tried using "tickets" to record special orders today.

I typed in the details line by line and although I saved the ticket by clicking save, when I went to serve another customer and came back the ticket was gone.

This happened twice

Am I doing something wrong? do I need to checkout to preserve the tickets?

Thanks

Mike

Re: Recording customer requests in POS as outstanding orders

k_atie — Tue, 31 May 2022 16:15:00 GMT

Hey @MPBModels, just stepping in for Emma here. Apologies for the delayed response here.

That sounds strange alright, but I'm happy to have a look into this for you.

Usually, when using open tickets you will have access to them and process another sale until you close the ticket off. To create a new ticket:

Tap Keypad > Tickets.
Tap New Ticket or swipe the customer’s payment card.
Enter a ticket name > Save.
Add items or custom amounts to the ticket.
Tap Save.

If you would like to view all your current open tickets on the Square Point of Sale app, click on Tickets at the bottom of the screen. It should look like in the screenshots below.

Once you've put the order through and taken payments, you should be able to see what you included in the notes of your ticket in your transactions tab.

Please bear in mind that these notes will not appear on your customer's receipt.

Can you confirm if the steps above are the ones you tried when trying to use open tickets, please?

Re: Recording customer requests in POS as outstanding orders

MPBModels — Wed, 15 Jun 2022 11:07:18 GMT

Thanks, going through those exact steps seems to work

regards

Mike