thread Re: Why are my orders printing out delayed? in Archived Discussions (Read Only)

Why are my orders not printing out when placed via Weebly a day or more in advance?

Stella — Wed, 10 Jun 2020 13:32:56 GMT

[The title of this thread has been edited from the original: Online Orders & Ticket Printing]

When a guest orders something through our online store a day in advance, I have noticed the tickets do not print and we have to force print them through the system. This is causing issues with missed orders and frustrated guests. We need to have the scheduled pickup option for our guests.

If the guest orders something and schedules for later that same day, the ticket will print 15 minutes prior to their pickup time, as it should.

The only time it doesn't print is when it is a day (or more) in advance. Is there a setting I am missing to make sure tickets print on the day/time they are needed when they are placed a day or more prior?

Re: Why are my orders printing out delayed?

Alex_ — Tue, 09 Jun 2020 20:12:25 GMT

Hi @Stella,

Thanks for posting and happy to look into this for you.

In order to make sure i'm understanding, what website builder did you use to create your site (Wix, Weebly, GoDaddy, WooCommerce etc.)? Also, can you provide the URL to your website/page? Thank you!

Please let me know by replying in this thread. I'll keep an eye out for your response.

Re: Why are my orders printing out delayed?

Stella — Wed, 10 Jun 2020 13:47:25 GMT

Thanks Alex.

We use the Weebly store through Square. Our link is: https://stella-southern-cafe.square.site but I don't know that this issue is within our website- it seems like an issue with the response an order received gets from the printer. The only time there is a problem with tickets not printing is when the order is placed in advance (i.e. 1 day ahead of time).

I just hope I am making sense with the issue.

A few scenarios for clarification:

Guest places order same day, ASAP time- ticket prints immediately (GOOD)

Guest places order same day, later pickup time- ticket prints in set prep time (GOOD)

Guest orders after hours for ASAP pickup time next day- ticket prints immediately (OKAY, would be better if printed within set prep time)

Guest places order for next day, sets specific pickup time- ticket never prints (BAD)

Guest places order for week in advance, sets specific pickup time- ticket never prints (BAD)

Re: Why are my orders printing out delayed?

Alex_ — Fri, 12 Jun 2020 00:33:49 GMT

Hi @Stella,

I appreciate your patience. I am going to go ahead and continue working on this with our teams.

Also, quick follow up question. What printer model do you have, and what register system are you using to manage your incoming orders (Square Stand w/iPad or Square Register)?

Thank you!

Re: Why are my orders printing out delayed?

Stella — Mon, 15 Jun 2020 15:08:21 GMT

We primarily use our Square Registers, but also use iPads with the Square app as backup for busy times. Our printer model is Star SP700. Thank you for looking into this!

Re: Why are my orders printing out delayed?

Stella — Thu, 18 Jun 2020 14:04:34 GMT

@Alex_ Just checking in, have we had any progress yet? Thanks!

Re: Why are my orders printing out delayed?

Alex_ — Thu, 18 Jun 2020 20:48:58 GMT

@Stella

Hi there. We appreciate the patience.

I've gone ahead and sent you next steps via private message. Please check your inbox and let me know there if you have any other questions.

Re: Why are my orders printing out delayed?

Stella — Sat, 11 Jul 2020 13:45:49 GMT

We still have not had any replies for this issue. We got a message saying they would have support reach out, never heard anything. I reached out two weeks ago because I hadn't heard anything, still no response. Could someone please look into this? We have a case number but no follow up.

Re: Why are my orders printing out delayed?

Alex_ — Sun, 12 Jul 2020 18:26:21 GMT

Hi @Stella,

I've gone ahead and followed up via private message and with our Support Teams on your case.

Re: Why are my orders printing out delayed?

ZDeli — Wed, 15 Jul 2020 04:34:32 GMT

We are having the same issue. Did you get a fix for this?