Activating Uber Eats Menu

[ssebz9]

Hi all! I have toggled on "Uber" and have my account set up with Uber Eats. Yesterday Uber contacted me and said the following: 

"It appears that your restaurant is menu integrated with your Square POS. We can make this change for you, but any change we make may be reverted during your next POS menu sync.

Please contact your Square POS Provider’s support team so that this change can be permanently made on your POS. When your POS Provider makes this change, our system will get this updated information in the next POS menu sync. Once the menu is uploaded, we can activate your account.

Can I confirm if your restaurant is POS integrated or would be POS integrated?"

I have reached out to Square a couple times now and cannot figure out how to fix this? Anyone have any suggestions?

Thanks!

[Arie]

Hey @ssebz9 👋
 

I'm sorry to hear trouble has brought you to the Seller Community. While I haven't come across this sync issue before, I'd like to dig in a bit deeper. Just to confirm, are you using Square for Restaurants? Are you using this Ubereats integration, or another one? I'll keep an eye out for your reply 🙂

[ssebz9]

Hi!

I am using Square for Retail because we are a grocery store that has a cafe. I am using the Uber Eats Integration. 

[ssebz9]

HiI

Here is an update: The store is live on Uber Eats and a lot of my inventory is showing on Uber Eats that I have toggled "off" in Square.

I contacted Uber and was told that the issue is coming from Square.

I contacted Square and had terrible customer support. I was told they could not trouble shoot anything until Uber creates a trouble shoot ticket documenting all of the steps Uber has taken to address the issue. I want to reiterate that the products are toggled OFF in Square for Uber

Here is the reply from Square after a very long, unpleasant call:

Thanks for waiting. Upon checking, you are currently POS integrated. Due to the technical nature of your POS, any changes will revert during your next POS menu sync. Please directly contact your POS support team so that this change can be made permanent on your POS. Once the changes are processed, our system will get this updated information in your next POS menu sync.

I then contacted Uber and this is what they say: 

Thanks for waiting. Upon checking, you are currently POS integrated. Due to the technical nature of your POS, any changes will revert during your next POS menu sync. Please directly contact your POS support team so that this change can be made permanent on your POS. Once the changes are processed, our system will get this updated information in your next POS menu sync.

What do I do? 

[MayaP]

Hey there  @ssebz9 stepping in for @Arie I am sorry you are getting the runaround with support here, I know it's frustrating. In order for our team to take a deeper dive into this we will need the information the advocate is asking for in your support case. Also, please make sure you have turned off stock tracking on the items you do not want to show up in Uber Eats in your Square Dashboard. 

I hope that helps!

[ssebz9]

Hi!

I have to confess that I gave up and removed the integration from Square x Uber and emailed a  PDF of my menu to Uber so they can create a new one independent of Square. This is what I have learned:

1. Even if you turn off the integration- the items remain on Uber

2. If you toggle off Uber in Square- the items remain on Uber.

3. If you create a new item and leave Uber off, the item still shows on Uber

4. There is no way to rearrange the way items show on Uber- all info pulls from Square so this needs to be fixed

5. Turning off inventory tracking would not be a good resolution for store that need inventory tracking- it would completely throw inventory off track

6. Even if you create a new location and only list specific items in that location for Uber to access- ALL of your categories will show on Uber. There is no way to delete categories from one location and not another. 

All that being said, it has been extremely time consuming and stressful because there is no team available at Square Support that can support Uber x Square integration. 

If Square is able to fix all these issues it would be incredibly helpful for many business owners. 

Thanks!