Gift Receipt Bug

[doc_choc]

Hi, not sure if this the place to report a bug with Square online. When using the gift option on items we notice every few days the option deselected itself in the backend and then doesn't appear on the item so customers can select to add a message. There for a few days then it goes??

Best regards,
Richard

[tranguyen]

Hey Richard, this is a very weird bug! I've checked in with the team but we are not coming up with anything. I'd like to take a further look into this myself - do you by any chance have a rough estimate of when the gift option would deselect itself? Do you then have to go into the backend yourself, reselect the option, republish the site only for it to disappear again? 

[doc_choc]

It's happened 3-4 times now. l, initially I thought perhaps we just accidentally and unknowingly deselected the option but then it kept happening another 2-3 times. We have reselected the option and it is currently still live and active on the front end. I don't know if it's a fix cycle duration when it deselects but I would say the previous cycle was 3 to 4 days before customers notified us that there was no place to add the gift message at the item level. We are continuing to keep an eye on it.

[tranguyen]

Thanks for the extra information, Richard! Do you remember around when the issue started? Has it been this way since the gift option was introduced or only started within the last month? Having this timeframe might help the team check against any scheduled maintenance to make sure this doesn't happen again. 

[doc_choc]

To the best of my knowledge it was working fine and only in the last couple of weeks we have noticed this on/off issue where customer have had to contact us directly to add their gift message. We were originally using an input field to enter a message which work well but as soon as the gift option was available we wanted to use this as then it activated and enabled us to use the 'print gift receipt' function on the order (however the print gift receipt doesn't meet our expectations for what a print gift receipt should do...whole different story :)). We may have to ditch the gift function button, which is a shame and revert back to the original method. Hope this helps

[tranguyen]

That's really help! I'm going to check in with our team and see if they can shed more light into this. Thanks so much, Richard.

[tranguyen]

Hey @doc_choc, I just want to follow up and let you know the team are investigating this issue now. It looks like a few sellers have also experienced this. Once I have an update on when this is resolved, I'll be sure to let you know right away.