Digital/Event Tickets not creating Order Confirmation Email and now Asking for address??

[theunderground]

Hey Community!

Something seems to have changed recently on the back end with Square and creating Events/Digital tickets. Now it is asking for an address and not outputting an Order Confirmation Email like it used to? 

I did not change anything on my account or how I set up tickets and have been running digital/ticket events for two years. Why the problem all of a sudden square? Why do you have to change things on the back end that interrupt how they are running. 

Orders were coming through all of a sudden without confirmation and I did not change how the tickets are set up?

Anyone know what's up?

[RobynR · Accepted solution]

@theunderground, thanks for the update. I'm glad you were able to contact our support.

Are you referring to a payment link? If so, this is expected behavior.

For purchases made through payment links, customers receive only a receipt and not an order confirmation email. If you want customers to receive order confirmation emails, you'll need to set up the item on the Square Online site instead of using a payment link.

[frances_a]

Hi there @theunderground 👋

Can you share your website's address, please? 

Items that are not being shipped to the customer shouldn't be asking for an address to be entered during checkout.

As for the Order Confirmation email, are your customers not getting a confirmation of their order at all?

Is it maybe going to their spam folders, by any chance?

Let me know and I'll look into it for you. 

Thank you ✨

[theunderground]

Hey Frances, 

Thanks for writing me back. Here is the website address with the square payment link: https://gototheunderground.com

I spoke to square this week and they confirmed that they made internal changes that now require an address at check out due to cc fraud, whether or not its something shipped or not. 

And to answer your question, yes I have always been getting Order Confirmations and so have my customers. They were working up til a sale on March 19th and then the next one or March 28th did not notify me and the purchaser got a 'Receipt' emailed that did not give the event details as I had created them in the Order Confirmation. It seems the receipts come from 'messaging' and the order confirmations used to come from 'weebly' in the email address from square. Square has changed some set up on the back end that has effected my account however no one at square seems to be able to get it back to Order Confirmations. For two years I have been running events and it has worked just fine, it changed all of a sudden around March 28th. 

And no the emails are not in spam, they are not coming through anymore and square can also see this is the case on the back end but they cannot determine why. I even tried setting up a brand new account and it now issues 'receipts' not order confirmations. It is beyond frustrating. Currently looking into moving over to a different ticking platform as the lack of Square support and ability contact anyone about this or have them do anything or even email me back is ridiculous. 

Thanks, 

M

[RobynR · Accepted solution]

@theunderground, thanks for the update. I'm glad you were able to contact our support.

Are you referring to a payment link? If so, this is expected behavior.

For purchases made through payment links, customers receive only a receipt and not an order confirmation email. If you want customers to receive order confirmation emails, you'll need to set up the item on the Square Online site instead of using a payment link.

[theunderground · Accepted solution]

Hi RobynR, 

No this is not what is causing the issue. I have run ticket sales for two years with a payment link and Order Confirmations arriving regularly to myself and the customers, not receipts. 

I finally got a hold of weebly today and they confirmed that Square did change the back end on how payment links run due to adding addresses on all credit card transactions for security issues. The changes they made also caused Order Confirmations to no longer go out if your site is not published and that receipts were sent instead. 

It had nothing to do with what you are identifying above, it was a change on Squares end that they did not foresee how it would change how certain businesses were operating based on how they had set up inside of square. 

Thanks, 

Meredith