Online reorder glitch on square for restaurants?

[PizzaCo]

We've been having a lot of trouble lately with people using the "reorder" function on our online website and apparently submitting the orders without really looking them over. This ends up sending us orders but the selections have no modifiers added to them so we don't know what toppings they want on their pizzas, etc. This also means that they aren't getting charged for any toppings. We end up having to call them and see what they actually meant to order and just accepting that we won't be getting paid for any of the toppings. Is this a widespread glitch or is there something we can do to remedy this? It has been happening for several months now. Thanks for any insight!

[Summer2024 · Accepted solution]

Hi, @PizzaCo ! 🍕😁

What's going on here is that Square Online has a reorder feature that lets customers quickly place a previous order without going through the menu again. The catch is, if a customer previously ordered a pizza with modifiers (toppings), those should normally carry over. If they just hit “Reorder” without reviewing the cart, they may not notice that modifiers weren’t selected or priced correctly, especially if the original order didn’t include toppings or if the modifiers changed in your menu since the last order. This creates the exact problem you’re seeing: orders with “blank” pizzas and no topping charges.

I wouldn't say this is a widespread “bug” in the sense of broken code, it’s more of a workflow gap. Reorder is designed to replicate the last order, but when menu items or modifiers have been updated since the original order, customers may see incomplete selections. Other sellers have reported similar issues, especially in food businesses with lots of modifiers (pizza shops, sandwich shops, etc.). So you’re not alone. 

Here are a few things you can do, in your Square Online menu, you can set certain modifiers (like toppings or crust type) to be required selections. That way, an order can’t be submitted unless something is chosen. Consider setting a default modifier (like “Cheese only”) so that if customers skip the step, you at least know what to prepare and can still charge accordingly. Update Item Descriptions and add a quick note to items like pizzas (“Be sure to confirm toppings before checkout”) so customers are nudged to review. If it’s consistently causing you lost revenue, you may want to turn off or discourage use of Reorder by editing your Square Online settings → Checkout options.

A banner or popup in your site (“Please double-check your toppings before submitting”) can also help reduce missed modifiers.

Unfortunately, there isn’t a way to retroactively charge for missed toppings if they’re not on the order. Your best bet is prevention at checkout.

The most effective fix here is to adjust your menu setup so modifiers are required or have defaults, which forces customers to confirm toppings before completing their order.

I hope this helps!

[PizzaCo]

Hi there! Thank you for explaining how this happens. Unfortunately, making each modifier category mandatory wouldn't work for us because sometimes they will only use our "side 1" and "side 2" modifiers if they want different things on each half and sometimes they only use they whole toppings and don't use the others. If there is a way to make it so they can use the whole toppings and not have to select side 1 or 2 but also force them to select both a side 1 and side 2 if those are used I would definitely like that info. though because many times customers only select one side and not the other when they want cheese on one half which also causes us to not charge correctly for that pizza (I digress though, this is a whole separate problem I have been trying to work out for a while ha). 

I tried to go into the settings of the online ordering to turn off the reorder option and cannot find that as an option under any of the categories. Any chance you could give me a bit more detail as to how I could accomplish that because that would help us immensely! Thanks again for all of your help! Hope it's a great weekend!!