Online Orders Not Coming Through

[RisingSun207]

Three times this week I've had customers arrive at the store ready to pick up their order...but I have no order from them. I've been using Square for my online orders for over a year and this may have happened ONCE in the past year...now 3 times in 3 days. Does anyone have any idea on what could be causing this (other than potential human error)?

[isabelle]

Hey @RisingSun207! ☀️ 

That doesn't sound right. What is your URL? Do you have more than one location? Are they ordering from a mobile device? 

[RisingSun207]

It's www.risingsun207.com. I have one "active" location (one inactive/disabled location). I'm unsure as to whether they're ordering on a mobile device or not.

[isabelle]

Hmmm @RisingSun207.

I wonder if your customers are getting confused by the mobile workflow described here. Is it 3 different customers having the same issue or a recurring customer? Let me know 👩🏼‍💻✨

[aliseats]

I am having the same problem.  I have been told if more than one person is trying to place an order at the same time online, the site seizes up.  So I have to instruct the customer to wait a few minutes and place their order again.  I have also had to instruct my customers, that if they didn't receive an email confirmation of their order, then it didn't go through.  I am beyond frustrated with this and it seems that Square refuses to address this glitch.   I shouldn't have to put the solution on my customers to ensure their order goes through.  I have missed out on hundreds of dollars in sales because this cannot be resolved. It has been an issue for over a year!  I wish Square would address this issue once and for all! I am starting to look at other platforms because I have clients emailing me with their frustrations, and their is nothing I can do to resolve this except wait for some mystery person in the Square universe to finally hear my cry for help and do something about it! 

[_Violet]

Hi @aliseats - Thanks for reaching out to us here on the Square Seller Community.

Let's get you in touch with our Online Store Support Team. They will be able to take a look at your account and walk you through some troubleshooting to determine the root of this issue.

You can get in touch with Support directly here or by giving us a call at 855-700-6000 between 6am-6pm PT Monday-Friday. Be sure to request an Online Store Support Specialist 🙂

[aliseats]

Thank you!