Is there any way to rollback a site?

[KristopherDMS]

Hi everyone, I am in desperate need of some help. I needed to export a client's catalog of items in order to import it into another eCommerce platform. However, my client had created all of her item descriptions with SquareSync off in order to use the advanced formatting (bulleted lists, bold, etc). Because of this, none of the descriptions were saved in the catalog in dashboard and could not be exported. 

I did see the warning that said "Any changes to descriptions you have made will be lost." But when playing around in a test site, the issue I am experiencing now did not emerge, so I thought everything would be fine. 

So I toggled on "Sync Item Descriptions" and voila - all of the descriptions on her products were deleted. Is there any way to get these back? I called customer support and they said they are gone. Is there any way to roll back a store to an earlier point? Any help would be much appreciated as there were hundreds of descriptions deleted.

[isabelle]

Hey @KristopherDMS!

So sorry to hear about this. When I worked phones for our Support Team at Square, we were able to restore/revert an Item Library to a previous date. I looked into this, and apparently if we do revert your Item Library, it will restore some data about items for Online Store. I realize that's vague, but we could try it. What is the exact time and date you want to restore it to? Time zone too? 

I'll have to create a ticket with our Engineering Team to see if this is possible, but to get ahead of it I will need to know exactly the date and time that you would like your Item Library reverted to. 

[KristopherDMS]

Hi Isabelle, thank you SO MUCH for trying to help me with this! Honestly if it could be rolled back to 3 PM EST today that would be amazing. Can you see which store it is on this account? I work with multiple clients so I am not sure if it is displayed here. Is there any way to know what will be rolled back? The last thing I want to do is cause further issues.

[isabelle]

Can I get the URL and the location name @KristopherDMS? 

[KristopherDMS]

www.sewrustic.ca and Sew Rustic

Is that the info you need? Unsure what you mean by location name.

[KristopherDMS]

And I just want to clarify just to be sure - the descriptions were deleted from the Square Online library, not the dashboard, so Square online would need to be restored. 

[isabelle]

That could be an obstacle. I'm confirming whether this is possible or not. I will let you know shortly @KristopherDMS!

[KristopherDMS]

Thank you! Any news so far?

[isabelle]

Still no word 😭 We may not hear something until tomorrow @KristopherDMS.

[KristopherDMS]

Ok, thank you so much for your help so far. Please keep me updated! Also a rollback on the online item library won't effect anything like orders will it? 

[isabelle]

No - if we're able to do it, it would only impact the content of the items. It may impact the overall look of the site because the item information would be altered @KristopherDMS.

[KristopherDMS]

Altered back to the way it was before I presume? Since the item descriptions would be back? I don't believe my client has added any items or made any significant changes since 3PM EST today.

[isabelle]

Yes - altered back to the way it was before. Please check in with the client to confirm as I don't want them to be alarmed if we are able to revert @KristopherDMS.

[KristopherDMS]

Hi Isabelle! Please keep me updated as to if you are able to revert!

[isabelle]

Reached out to Engineering for an update @KristopherDMS.

[isabelle · Accepted solution]

@KristopherDMS-

After a lot of back and forth, I received this final answer from Engineering:

Unfortunately because they have description sync disabled, reverting their Square catalog would not help here, and Square Online does not have a rollback functionality to support this.

So sorry about this. Let me know if there's anything we can do to help 😔 

[KristopherDMS]

Thank you for your help Isabelle!

[isabelle]

Thank you and sorry about this @KristopherDMS.