Outgoing Text Alerts Use Non-Monitored Number – Causing Missed Calls

[JTPets]

I’ve recently discovered an issue with how Square handles outgoing text and marketing alerts. These messages appear to come from a generic Square number that customers can also call or reply to — but the messages and calls don’t actually reach the store.

This has caused real confusion and business impact. I had a customer try calling me for several days through the number on the text message, assuming it was my store line, and they never got through. From their perspective, it looked like we were ignoring them.

This creates frustration for both customers and business owners and reflects poorly on our service, even though we have no visibility or control over those replies.

I’d like to request that Square address this in one of the following ways:

1. Mask outgoing messages with the business’s main phone number, if available.

2. Add an automatic reply to any incoming text or call to that number, stating clearly that it’s not a monitored line and providing the store’s contact details instead.

This seems like a small change, but it would make a significant difference in avoiding missed connections and customer frustration.

Thank you for considering this — it’s becoming an important issue for my business and likely for many others using Square’s text alert system.

@Summer2024 @isabelle 

[Summer2024]

Trying to find the correct team to raise this to, so I don't get thrown around. This is at the top of my priority list tomorrow. Also filing a complaint here . 

[DinaLRosenberg]

Huh- that's really interesting- I never would have thought that a customer would try to reach us on a texting #- here in the States I thought it was common knowledge that they aren't the business #s but I could be wrong.

[Summer2024]

Still looking into this