How to make Happy Hour prices unavailable after Happy Hour time finishes?

[mwb]

Unfortunately setting the time for Happy Hour on the square online system does not work. Square support team have been unable to solve this issue yet. If our Happy Hour is from 4pm-6pm and a customer starts ordering using their phone on the table barcode during Happy Hour, they are still able to order Happy Hour drinks after 6pm! The system does not automatically update after 6pm removing the Happy Hour prices, they just pick up their phone again and use the same page to order the same drinks and Happy Hour prices could work all night for them. Does anyone have any idea how to stop this from happening?

[Arie]

Hi @mwb,

Thanks for writing in and bringing this to our attention! I also noticed this is your first post here, so welcome to our Community 👋
 

I'd love to know a bit more about how you've set up your happy hour pricing so far- are you using time-based categories on your Square Online site? I'll keep an eye out for your response. 

[mwb]

Hi Arie, yes we are using time-based categories!

Thanks

[Arie]

Thanks for confirming, @mwb!

While I'm not able to impersonate your account to take a closer look at your settings, I've dug a bit deeper into the Seller Community to see if other sellers reported similar issues with time-based categories. I've found two threads in our US community here and here, that might be helpful for you. Pick-up times and prep times seemed to be the issue in both cases. Let us know if these settings match yours at all. 

[mwb]

Thanks @Arie - those two US threads aren't the exact example of what is happening to me; in my case, the happy hour prices are still available after happy hour finishes, even though we have selected the correct times in the time-based category (for eg. 4pm-6pm). 

If there is a customer that was ordering through their phone at 4pm and they are still there at 6.30pm ordering from the same phone, the page does not refresh and it allows them to order at happy hour prices still. Perhaps I need to make these items "unavailable" manually every day for them not to be able to order those drinks?!

[Arie]

It looks like this might have to be a workaround, for now, @mwb. This is definitely something our support team can file a bug ticket for, too. 

If you haven't already, it's a good idea to start recording the happy hour orders that were placed outside the times you've set in your time-based category - the more examples, screenshots or even screen recordings you have, the easier it makes it for us to see if there is a bug at play here. You can call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Click on any topic, then "I don't see my issue"

4. Click "Message us" or "Email us"

Or, if you see the new chatbot help flow, type "support" to bring up a list of contact methods.

[mwb]

The support call was lodged 2 months ago and they still have not been able to fix the bug 😞

[Arie]

I understand how frustrating it would be to not have an update yet, @mwb! I'd suggest reaching back out so they can follow up, and give the engineering ticket a nudge.