Gift option glitch

[Springwood1]

Some of my items on my online store are not showing the check box for ‘This is a gift’. They are showing as activated ready for gift options on the item pages, but the box just isn’t there at the front end of the store. There are 4 items that should show but do not, the rest are working correctly or I’ve intentionally kept them without the gift options. Can anyone advise?

[JeaniesCandies]

I’m having a similar problem. None of my items are showing the gift options, even though I’ve selected them 

I spent close to an hour with tech support this afternoon and they fixed it. But now it stopped working again, and tech support is closed. 

[Springwood1]

I also spent an hour on the chat function, first to a robot, then to a human. I gave the human permission to access my dashboard and they mended the x4 faulty pages. BUT, I’ve just added another test item and it doesn’t show the gift option check box even though all behind the scenes is correct. This is why I pay for the plus service - and it’s glitched so badly. Not good support!

[JeaniesCandies]

I just got off the chat with another tech support.  He said that if the sync is not working properly, then the best option is to unpublish and then republish the site.  Then wait 20 minutes to see if it's working.  He said that I will not lose any of my page setup and dashboard settings when I do this. 

I'm in the wait period right now.  Fingers crossed.

[Springwood1]

Just received a nice badge in an email saying I’m a ‘swift contributor’ though…so that makes it all ok eh? 😉

[Ellie_]

Hi there, @Springwood1 & @JeaniesCandies,

Thank you for flagging this! We definitely want to see if there is any way we can step in here to help. It sounds like you already contacted our direct Customer Success team, @JeaniesCandies, did those troubleshooting steps work? If not, can you both please send me links to your sites, so we can get this escalated?

[JeaniesCandies]

No the steps did not work. I still don’t have gift messages or shipping policies at checkout. 
my site is JeaniesCandiesMoon.square.site

[Springwood1]

Hello Ellie, I’m still having this same issue with my site not displaying the gift option check box on some things but not on others. It has been escalated but I am not hearing anything about progress. My ticket number is 115368748. I have emailed back a couple of times in the last two weeks but not had any reply. I’ve just asked how I can make a formal complaint about the lack of response and feel that I will have to start looking for alternative hosts if the problem cannot be put right. Www.springwoodflowers.co.uk

[Ellie_]

Thank you for flagging this, @Springwood1 & @JeaniesCandies, for letting us know this is still going on. We are going to look into your ticket number and see how we can get this escalated further. We hear your frustrations, and we are so sorry for the experience you have had with our support team. I'd appreciate just a little more patience, so I can get this over to a team who can help. 

[JeaniesCandies]

Hi Ellie. I decided to cancel my Plus membership since I could never get a robust solution to my problems. So my tickets won’t matter anymore since I’m not paying for the gift options. Thanks for trying to help though. 

[Springwood1]

It’s been almost a month since I raised the issue and I’ve already had rather a lot of patience. Today I’ve resorted to switching off gift options across the whole of my site and adding a message to my customers to tell them to just use the ‘Add a note to seller’ in checkout. I’ve had two customers call me this week to ask why they can’t leave a gift message for their choice of flowers. It’s somewhat embarrassing to have to explain that my website provider is unable to help. I’m feeling very disappointed with the level of service I’ve received over this issue.

[OnLineSeller]

Gift option is showing up on only a few of my items. Has anyone been able to figure out how to fix this? Is anyone looking at a different POS? Square has been terrible for me with inventory issues and website issues. I'm spending way too much time trying to figure out why SQUARE system doesn't work the way it's supposed to. I'm a tech worker, so it's not like I don't know what I'm doing.

[abrokenangel]

I tried to use this feature for the first time too, and the gift option is not showing up in the store, even though it's enabled in the item.

[JeaniesCandies]

The only solution I found was to talk to actual people on the phone who could understand my problem and work to fix it.  I did this four times.  Three times they fixed it temporarily.  One time they said they fixed it, and I just had to wait an hour to try it, and it never worked.  But they never gave me a robust solution, so I went back to the free version.  I only used the paid version for a month, and I was done wasting my time on it.  

I would recommend bypassing the chat help and go straight to a person who will be more helpful.  

[JohnMuirWCGS]

I'm still having this exact same problem.

Gift options won't load on any items in my site no matter what troubleshooting I try. 

Has anyone had any success?

This seems like a fairly basic website function, Square, what is the problem?

Please help. 

[Springwood1]

I’ve given up on trying to get help on this one. I first reported the issue on 5th February and they said they were working on it. When I followed up a couple of weeks later, they basically told me to be more patient. I’ve had zero response to my ticket number and after the 3rd customer calling me asking why they can’t add a gift message, I’ve just removed the gift options all together and rely on the ‘add a note to seller’ box. However, at least 3 times a week I get an email from square offering a cash advance and I’m sure I’ll get a ‘badge’ for this reply to you…so that makes it all ok then?! I don’t want a cash advance or a badge, just a function that was sold to me as an upgrade from the basic package which now does not work.