Anyone else having issues with pick up time discrepancy for customer emails?

[SweetB]

Hi Everyone!

This question is specific to the Restaurant side, but I'm posting here because it seems like this is the correct place for this issue.

I can't tell if this is a bug, oversight, or maybe just a niche issue we are having. 

We have had a large uptick in customers contacting us to say their "confirmation shows the wrong pick up time" or "is it really going to take 3 hours to get our order?". 

So far this is what I am seeing:

1. Customer sets a pick up time and date in the cart (for example 4pm). Then completes checkout
2. Customer receives Square's confirmation email.
3. The confirmation email to the customer is showing the wrong pick up time. (email shows pick up at 6pm)
4. Customer contacts us to tell us its wrong, however inside our Square dashboard, we still show the correct time. (Still showing 4pm for us).
5. I look at the customer's details and see their area code is from out of state. I then figure out that their area code is exactly the correct time difference as the email discrepancy. (Example, 4pm selected Colorado time, but their area code new york is showing 6pm pick up while 4pm in colorado.)

I am thinking that when Square sends the confirmation email, the customer's email client is automatically converting the metadata to the customer's set or preferred timezone?

We never really had this issue until the recent update with the Order Confirmation Emails update. In general its not a massive issue, but this now happening about once a week or so. 

Is anyone else having a similar uptick? Or any Mods from Square have info about it?

[_Violet]

Hello @SweetB and welcome back to the Square Community. I'm sorry to hear this issue with your Order Confirmation Emails has brought you here 😔

Yes, you've posted on the correct board, as this topic pertains to Square Online Store vs Square for Restaurants 🙂

I checked the Online Store pickup & delivery settings, as well as email and text alerts, and didn't find anything that would allow us to edit this. Additionally, I haven't heard any chatter regarding this, so I'm checking in with the Square Online Store Support Team, so they can take a look.

I'll follow up with you here, once I have more details! 

[SweetB]

Hi @_Violet !

Thanks for the reply!

Sounds good! I too had checked some of the settings and couldn't find anything. But if its really happening, I would bet that its customer's email clients automatically switching up the time zone or something. And that Square may not have much control over it.

Either way, thanks for the reply! 

[SweetB]

Hi @_Violet !

So this has been on my mind all day lol... so I did a test haha.

I reached out to a friend of mine who lives in New York. And I asked him to place an order for a specific pickup time at our restaurant in Colorado. And we did find an interesting result! 

When my friend placed an order, the Order Confirmation Email did show the correct pick up time in MST... However... The Order Confirmation Screen (the screen on our Square website after checkout) did display the pick up time in his local timezone, 2 hours later!

So I am guessing that maybe somehow a lot of our out of town guests (we have a lot), are seeing the incorrect pickup time on the Order Confirmation Screen. 

My friend took screenshots of the email and the Square confirmation screen that I can share if needed, but would prefer not to share here in the forms for privacy reasons. 

Please DM me or email me if you or anyone on the Square Team would like the screenshots!

Thanks!