Is it just me or is something amiss with Square these days? App, online website, chatbot?

[ChocoRee]

Is anyone else having issues with Square since the updates that rolled out? I am not sure what customer type they think they position solutions for, but this is getting ridiculous on top of squeezing for more $.

'm not sure what happened to Square for Retail- has it disappeared (?), although 2025 feeds claim not going away and "premium features" being rolled into Square POS. Well, you didn't roll in the shipping, delivery options for in-person sales in the POS. Not all of us are restaurants. 

I made the error of moving to Square Plus for the Appointments feature (we do tasting/making classes in our shop), but then I came to find out the Classes feature is missing a lot- customers can't directly buy with a gift card (instead they call the shop and we have to manually enter it all), can only buy one at a time (again, person calls to book multiple), doesn't have waitlist feature enabled. And, frankly, the classes website is so basic.

To add insult to injury, I have had a terrible time with my online website- features turned on, like "Gift option" only show on some items and not all (again I get a call), delivery for some reason is grayed out (again I get a call) but if I opt for pick up and then change this in the cart to delivery, it is then enabled. Yeah, like who wants to navigate that and create a bunch of website pop-up instructions? And before anyone chimes in, I have been on chat with Square people multiple times- including during Valentine's Day crush. These settings are all set correctly. Tell me why a Square person had to fix the gift option on Valentine's Day and now the issue is back. And yes, cleared cache, etc. Is it code corruption? When it impacts my bottomline without resolution, this is no longer acceptable.

Oh, and who else feels like chatting with "an agent" feels like an ai agent? Wasted hours online on Saturday.

Just had to vent and wondering if I am alone on this.

[doc_choc]

Hi there, looks like we are in the same business (we must be crazy! 😜). Fortunately we are not seeing, well at at least not at the moment we are not seeing these issues but we are not US based so perhaps they have not filtered through yet. But I can totally sympathize with your position. These key calendar dates can really may or break a business. Get it wrong for whatever reason and you are playing catch up for the rest of the season. What I find with tech software and functionality issues is they normally get ironed out eventually, the challenge is to ride the storm when this happens, not ideal, totally frustrating especially when its a simple problem that should not be an issue. If you are having issues with the gifting option not working, then adding a gift option at the item level as modifier may just help. Little cumbersome but it might help you ride the storm. Good luck, I feel your pain, but the community is here to support! 

[mysticcoffee]

I'm in a completely different business, I think. But I have recently had a lot of problems with fulfillment method. I let people choose whether to ship or to pick up at one of two locations. Most of my business is repeat business, so if someone has chosed to ship before or to pick up before, then that's what it will default to the next time they order. But if they want to change from pick up to ship, or vice-versa, that's a problem. Customers can't do it without dumping browser cookies,

I got someone on the phone and explained the problem and I really had to press them to walk through and replicate the problem. They didn't want to walk through the different scenarios but I held my ground and wouldn't give up until they finally saw for themselves and had to admit there was a problem. I was put on hold for quite a while as the representative said that they were communicating with technicians about the problem. Eventually the representative told me that they would call or email me with an update, but here it is half a day later and dinner time for me and no update. 

Most other web service companies would have at least sent an email with a problem ticket number or something to trace the report with. Even USPS does this for every single bit of feedback that I've ever sent them. Nothing from Square. They leave me wondering if anyone is addressing this? It's a huge problem for my business! I've been wondering why my online retail business seemed to be tapering off. Turns out people are frustrated with my web site! 

[FadedPoppy]

Hi ChocoRee,

I came across your post yesterday while trying to find a fix to a problem that appeared on our website.  We started receiving messages from customers that there was nowhere for them to leave a message for the recipient.  Our first thought was user error but then it became apparent something was wrong: I discovered the Gift option had vanished from the Item pages. I went through all the various global and Item-level settings, turned off/on, republished the site, and nothing worked.  I believe the site broke when I published an update because the messages from customers seemed to align to that.

In the end I got through to a person in the Support Chat and they reindexed the site.  Not sure exactly what that entailed but it solved the problem.

Curious if your issues got resolved in the end.  If not, and it's not been done yet, try having the site reindexed.