Online Website item quantities not syncing with Square Item Library

[captcurt]

Has anyone else experienced this.

Ongoing issue getting ready to go to Day 3. Everything working correctly after the recent changes and then noticed that transactions in the register and also Purchase orders or other inventory updates the quantities were not synching.
First run through support day 1 - escalated to engineers they said they would do a resynch and wait 24 hours and it will be back to normal. Nope didn't work
Second run through support day 2 - escalated and was told that it was a location issue which they fixed and then said they were sure the issue "would not happen again" and gave me case number. AND it didn't work still same issue nothing changed.
Third run through with support, worked the same thing over again, if you make a change to inventory on the website, it synchs to the Item Libarary correctly. BUT if you do it through the dashboard, which includes register sales, Purchase orders etc. It does NOT update the online inventory totals. Escalated again to engineering and told that they would send an email with resolution or update and nothing.
Going on 3 days of lost sales. Not good. Wondering if I created a WHOLE new website from scratch if it would fix the issue. If I can do this I could probably get it going within a day.
UPDATE - 
Going on Day 5 of this issue - We have had now 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on https://www.issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.
We tried suggesting to them we would be willing to scrap our current website and start a new one from scratch. They said it would not solve the problem and inferred that this is a bigger issue. Hopefully this gets resolved soon, we are losing alot of sales because of this.

[#2]

Hi all - I'm writing to let you know that our engineers are aware of this issue and are currently investigating a solution.

The easiest way to stay up to date on our progress is to see our status updates at issquareup.com - Our team is actively updating our Status Page as we speak and will continue to post updates until we have a fix.

We appreciate your patience as we work to resolve this issue.

[2ndCity]

I am having the same issue now since yesterday. Spoke with someone yesterday and he was no help at all. This morning, I was told there is a global synching issue. They said they will resynch the catalog and to wait 24 hours for the full resync to work so I'll have to wait until tomorrow. As of right now, no change. Quantities are not dropping on the website when the items sell, but they are correct on the dashboard. 

[DarcyParkB]

Same!! 

[captcurt]

They did the same thing with us the first time we contacted them and it did not work.

[rcwidower]

After comparing our retail side to the online side, it appears I too am having this issue. I am not sure how long this has been going on, but I do know that other changes to an item are synching to the online site (just not qty.) Hopefully this is something on support's radar and we'll hear from them soon

[DarcyParkB]

I checked my online and square and same thing! My pos is correct but online is not syncing. I’m going to oversell my items. Has this issue been highlighted to Weebly as a priority?

[captcurt]

We have had 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on https://www.issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.

[captcurt]

Yep, same thing with us, we are going on Day 5 of not being able to use website, losing alot of sales.

[aaaahern]

SAME!!! Customer representatives is not helpful at all because all they do is following existing playbook which won't cover incident like this. I asked if they can escalate to the eng team they just ignore me. 

I'm a software engineer and I think the fundamental problem is that they have two separate databases to store the inventory count for "Item Library" and "Square Online" and rely on some communication underneath to sync across systems. Unfortunately this communication is not reliable and severely broken. They should have single source of truth (i.g. one database) to track the inventory. 

If any eng lead or PM see this thread, please please please let the eng team fix this ASAP. This is a fundamentally terrible product design. 

[DinaLRosenberg]

Yesterday we sold two pricey mineral specimens. I wanted to post to instagram a video of the last specimen available (these are super rare) and when I went to check our website I noticed the two items that sold are still showing available on our website.

Here's a screenshot of our website that shows 3 still available.

Here's a screen shot from inventory/items showing only 1 available

It has been over 12 hours since these two pieces sold.

I am going to delete the two sold variations so we don't over sell (and then get hit with return fees for something that is clearly not our fault). 

We over sell single items a lot. Often I'm asked for proof- so I want to memorialize it here for Square to see.

[tranguyen]

Thanks for flagging this @DinaLRosenberg!

I have escalated this again to our Square Online specialists so they can investigate further and ask them for any tips they have to help resolve this in the moment in the future. Will follow-up as soon as I hear back from the team!

[DinaLRosenberg]

thanks for this- much appreciated.

[DinaLRosenberg]

Definitely an issue with the sync between instore/invoice sales and the website.

Here's another from yesterday that sold but is showing available on the website. This is really awful 

[2ndCity]

Hello, 

Is anyone having issues with items in thier online shop. I seem to be having different problems. Items are being moved from visible to either hidden or unavailable. The quantity isn't changing when items sell. If I had a quantity of ten up and two sell, it stays at ten. Even my sku's are not the correct numbers that are found in my square dashboard. The item information on the dashboard is correct, but I'm having issues with the online side. I  called earlier today, but the agent I spoke was not understanding what I was saying and was no help. Any help would be appreciated and thank you. 

[DinaLRosenberg]

I would suggest you share screenshots here so perhaps some Square experts can see what you're talking about?

[Simple-Delights]

We are having the same issue. The stock counts are not getting updated for online since they moved online categories to Dashboard. This is really impacting our business. Called support but no one is available to help at the moment. Will have to call back on Monday. 

[Simple-Delights]

Update:  Our issue was the stock count not getting updated since the Online Category move happened.  We noticed some items do get updated, so did more research.  And we identified that those had some kind of update on the item since the Category move.  So, I went in and updated the stock counts on the online side to match the stock count of the item for POS.  Since then, stock updates are happening correctly.

[2ndCity]

I did that as well. I actually updated all quantities on the online side last night before we put up our sale information and I'm still having the same issue as items are selling today. I'm trying to stay on top of it, but it's not been easy

[Simple-Delights]

Update:  it worked one day and we are back to having the same problem!!

[_Violet]

Hi @Simple-Delights - Thanks for following up on this.

I went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue as well. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 

Please see the reply from one of our Community Moderators, @tranguyen, which contains the most up-to-date info on this issue.

I hope this information is helpful but please do let me know if you have any additional questions or if you are still experiencing the issue at this time.

[captcurt]

This is an ongoing issue still not resolved as of today. The post below is from another thread but thought it relevant to what is happening with alot of square customers.

Online Website item quantities not syncing with Square Item Library

Has anyone else experienced this.

Ongoing issue getting ready to go to Day 3. Everything working correctly after the recent changes and then noticed that transactions in the register and also Purchase orders or other inventory updates the quantities were not synching.
First run through support day 1 - escalated to engineers they said they would do a resynch and wait 24 hours and it will be back to normal. Nope didn't work
Second run through support day 2 - escalated and was told that it was a location issue which they fixed and then said they were sure the issue "would not happen again" and gave me case number. AND it didn't work still same issue nothing changed.
Third run through with support, worked the same thing over again, if you make a change to inventory on the website, it synchs to the Item Library correctly. BUT if you do it through the dashboard, which includes register sales, Purchase orders etc. It does NOT update the online inventory totals. Escalated again to engineering and told that they would send an email with resolution or update and nothing.
Going on 3 days of lost sales. Not good. Wondering if I created a WHOLE new website from scratch if it would fix the issue. If I can do this I could probably get it going within a day.
UPDATE - 
Going on Day 5 of this issue - We have had now 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.
We tried suggesting to them we would be willing to scrap our current website and start a new one from scratch. They said it would not solve the problem and inferred that this is a bigger issue. Hopefully this gets resolved soon, we are losing alot of sales because of this.
Day 6 same issue - nothing has changed and no update anywhere I have seen regarding this issue. We did bring it to the attention of our seller group outside of square and many of them didn't even know this was an issue happening in their inventory totals until we advised them and they checked. And yes it has been happening, and many of them have received oversells etc. and have had to issue refunds etc.