Continuing issues with online store not syncing with inventory library

[SmartyPantsJane]

Has anyone else been suffering through this issue of your online store not syncing with your inventory library?!? I've been going around and around with Square Support. It takes so much work just to get them to acknowledge that this issue is real. And after jumping through a bazillion hoops to get the issue advanced to the right team, it's only fixed temporarily. Of course, this time, my "ticket" was closed, so they want me to go in and submit this issue AGAIN! Ugh! As if, as a small business owner, I have all the time in the world to explain the same issue multiple times. It's the SAME THING I've been working through with them for weeks and weeks now.

Anyway, anyone else having this syncing issue this year? For reference, I've been using Square for Retail for almost 6 years and this is the worst issue I've ever had, and I experienced very few problems before this year. This one seriously affects my business because I'm trying to release brand new, exciting products - I already announced them on social media - but they won't sync to the website. smh

Signed,

Seriously Frustrated in Ohio

[JJ_]

I am sorry to hear about this experience @SmartyPantsJane. Do you by any chance have a ticket number you could share so I can look into this for you?

[SmartyPantsJane]

My new ticket number is 79198889. It looks like they were able to force a sync of 4 new items, but 3 of them show up as Out of Stock on my website. But when I go into my inventory library through my dashboard, EVERYTHING is set correctly and the stock that I had received shows up there correctly. So, most of the information synced, but not the stock quantities for 3/4 of the recently added items.

[JJ_]

Thanks for sharing this @SmartyPantsJane  I have confirmed that at this time Engineers are looking into this issue and working to identify a permanent solution. They will continue communicating with you via email. 

[SmartyPantsJane]

JJ - Do you have any more information for me? This has been going on for SO long! My customers are unable to purchase any of my NEW products online (i.e. spring and Easter products, some of which are featured in the very expensive catalog I published and distributed for the sole purpose of driving sales).

This is SOOOO unacceptable!

[annaf]

I have had the same problem REPEATEDLY over the last year: I enter inventory numbers in POS, but the numbers are not activated on the website (the quantity is there, but in faint font) and it shows as sold out on the website.  I also have to jump through a bazillion hoops to get anyone at Square to understand the issue, they never acknowledge that others are having the same problems. they start a ticket and "escalate," then they never get back to me. Each time, after weeks, the problem mysteriously gets resolved, presumably because it is a systemwide bug caused by the developers. BUT GET THIS: 10 days ago (7/28/23), in an online chat trying to report/resolve this issue once again, the Square agent on my chat CHANGED A SETTING -- WITHOUT PERMISSION TO GO INTO MY SITE --and caused ALL 9,780 PRODUCT DESCRIPTIONS TO BE DELETED FROM MY SITE. And the original problem of inventory failing to sync still remains!!!

I am rebuilding the product descriptions-- after a week of being told to be patient, they were trying to find a way to "roll back" the site and recover the product descriptions -- but am incredibly angry, frustrated, exhausted, and above all afraid that Square will once again destroy my site in one of these unannounced, uninformed unilateral moves.

Has anyone given you any reasonable answer? Are you continuing to have this problem -- which no one at Square seems to understand or appreciate the gravity of for a retail business?! Does anyone know how to hold Square accountable???? 

-Anna

[Katja123]

Hi,

as I am having a very similar issue (with other program), can you please let me know if and how you managed to resolve the issue? Thanks!

[MayaP]

Hello @Katja123,

I understand your frustration, and I want to ensure that our support team addresses this promptly. To help us do so, I’ll need to gather a bit more information.

Are you experiencing the same issue with product descriptions, or is this related to stock? When you have a moment, please provide more details. The more information you can share, the faster we can work towards a resolution. If you have specific item names and examples, include that as well. 

Thank you for bringing this to our attention. I’ll be on the lookout for your reply.