This is an issue I reported to Square this afternoon but have not received any update yet. Here's the issue:
Customer adds items to their cart and Square makes them choose fulfillment method for each item before adding to the cart. First off, this is a terrible work flow. Fulfillment should be chosen at the cart like every single other website I've ever used. Not at the item level.
In any case, if the customer happened to have used my website before (most of my orders are from repeat customers), the fulfillment will default to their previous choice. But if a customer changes their mind and decides to have their order shipped instead of picking up, it looks like they have changed their fulfillment method at the item level, but once they get to their cart, the fulfillment method is not updated. Click on the "edit" link in the cart and there's no way to actually change it. What's that "edit" link for, anyway? If you back up to the product page and make the change again and when you go back to the cart, the fulfillment method is still wrong. If you delete the item and add it to the cart again with the correct fulfillment method, it still wrong in the cart.
The only way to change the fulfillment method is to either dump cookies or open a new private/incognito browser window and start over. This is terrible!
So I reported the issue today and had to really push the issue to convince the representative on the phone that this was really happening. I had to walk through the whole process of selecting the item, putting it in the cart and then trying to change it. I had to emphasize that I had customers reporting the issue AND I've been able to replicate the problem. Took a while, but the phone rep did finally replicate for themselves. And THEN I had to point out that it's really terrible for me to have to explain to customers that they have to dump cookies if they want to place an order. FINALLY the rep decided to contact someone in the Tech team, or that's what they said they were doing. Sat on hold for a while and then the rep finally said that they would call back with an update or send me an email.
Half a day later and no update. Not even any kind of notification to trace the problem. Any other tech service company would open a Problem Ticket to have a record of the report and to trace the progress AND they would have sent an me email with the Problem Ticket number so I would be able to refer to it when I inevitably call back to ask for an update. I'm not confident that this problem is being worked on. I'm seriously considering going back to Shopify.
