"Formal Receipt" Option on Customer Display - Prints in Chinese

[lennys26]

Square has done it again with new unannounced and undocumented changes.

Yesterday I noticed on the customer display where the customer can choose to receive his receipt after a sale, there is now a new option for "Formal Receipt".

Initially I expected that this 'Formal Receipt' would include the customer details, tax ID, etc. (I.e. a proper tax receipt), however this is not the case, and as far as I can see, it is not much different from the 'normal' printed receipt, with the exception of some Chinese text.

My questions are:

1. What is the purpose of this new receipt option?
2. Why does it include Chinese text?
3. Can this receipt type be disabled? If it serves no purpose, offering this option only makes the customer experience more confusing.

In case it is relevant, I am in Spain with a Spanish based Square account. I am posting here because the Spain forum is much less active, and it is also easier for me to write in english. 🙂

[RobynR]

Hey @lennys26,

Thanks for being a member of the Community.

I appreciate you bringing this up! I can understand how unexpected changes like this can be frustrating, especially when they cause confusion at checkout.

This "Formal Receipt" option is actually a feature designed for Japan sellers, but due to a recent bug, it mistakenly started appearing for some Square sellers. The good news is that a fix is on the way in version 6.63, which will be fully rolled out by 2/24/25.

I know how important a smooth customer experience is, so if you’re still seeing this after that date, definitely let me know. I’m happy to help!

[lennys26]

Hi @RobynR - There are 2 obvious questions I have from your response:

1. Where was this initial change announced? Where is the feature announcement/changelog/description?
2. When it was discovered that the change was improperly done and impacted customers causing "frustration" and "confusion", why was this not the point when the change (and pending correction) was communicated to the Square customers?

Not meaning to be confrontational, these are somewhat rhetorical questions, as 1) we know that there is no changelog nor true place to see what changes are made and when, and 2) Square is extremely lax in communication of issues/resolutions/software updated with the customers.

Either way, my system is now at ver 6.64, which is past the 6.63 where you said the issue would be fixed and the "formal receipt" option is still there for my customers. Additionally, it has 'improved' with further feature development -- now I have more Japanese text and what appears to be a large signature box.