PLEASE HELP Website shows prices from different locations do not want that

[ElmStreetToys]

I have two different locations set up in square for 3 years, one is online the other is not, now the website is showing both prices, it never has before. Nothing has been changed on our end, I've checked everything.

PLEASE SOMEONE HELP ME.  So many times I post on here looking for answers and we never hear back.

The $15.00 price should not be visible, it never was before.

[ryanwanner]

Hello @ElmStreetToys !!

I think I may know what's going on here. You mentioned that you have multiple locations. Even though you don't have the second location online, I'm wondering if the active online site is getting confused. Check Dashboard -> Account & Settings -> Online Pickup & Delivery. On the Site Visibility column, make sure your online location is set for 1 site and your non-online location is set for 0 sites. I have run into times where an item that should only be visible to one location appears on the other if the site visibility column includes multiple locations. You can change this by clicking on Edit then Site Visibility. If in your non-online site the item is more expensive, this will lead to the multiple price points.

After that, the only other reason I can see for multiple price points being shown is if you have a variation on the item that's causing the price range to be shown. Unfortunately since we can't hide variations online currently the only way to get around this is to move the addon price to a modifier.

Please let us know if this works for you!

[ElmStreetToys]

THANK YOU for trying to help! I've never had this issue before, doing everything the same for the 3 years. This feels like a problem on the square side of coding.

[ryanwanner]

Ok, I see what screens you see now... since I have multiple websites on my locations I have the site visibility column. I guess since you only have the one you don't. Fair enough! 🙂

The site is getting hung up on the Price Override line. I assume you're using this for a higher price in your offline location? If so, what does the website do if you remove the override? And I assume that any other pricing changes aren't giving you this trouble?

If this is the only troublesome item you've found, I'd say the next troubleshooting step, as annoying as it may be, would be to delete and recreate this item and see if the problem clears up. If it's not the only item causing you grief, I'd try Unpublishing the site then Publishing it again. After that, it'd be up to support to re-index the site to clear up the oddity.

Keep us informed!

[ElmStreetToys]

If I remove the override price it makes it the same price at both locations by default.  Which is not what I want, the offline locations is our traveling "location" with different price points.

So something is happening on the square end of things that I cannot change.

[ryanwanner]

Ok good. We've narrowed it down to where the problem is occurring. Now I'd say let's try the other steps I talked about: remove and recreate the item, unpublish and republish the site, and if need be reach out to support to get it reindexed.

We will get to the bottom of this!

[ElmStreetToys]

We did the unpublished and re-publish of the site and also tried switching the items.

That did not help fix the issues with the website.

[ryanwanner]

@ElmStreetToys  It's been a few days... has the pricing issue cleared up? I ask because I'm in a few other threads about online issues and it seems like the majority of the problems have fixed themselves.

If not, I'm honestly at a loss. As much as a pain in the rear as it would be, I think your best bet is to call into support. YOu'll probably have to call in a few times until you get to a tech that actually understands what the issue is so they escalate it to the dev teams. Wish I could help you further!! 😞

[ElmStreetToys]

it has gone back to normal now.

[JJ_]

Hey there @ElmStreetToys 

Thank you for providing these valuable details to help us troubleshoot. As @ryanwanner said here, this looks like a case for our Square Online Support Team. To speak with them by phone, you can call 855-700-6000 between 6 a.m. and 6 p.m. Pacific Time, Monday through Friday.

You can also get in touch with our Messaging and Email Support Teams here.

[ElmStreetToys]

ITS HAPPENING AGAIN..................................

[MayaP]

Hey @ElmStreetToys  – I’d be happy to look into this further. Just to confirm, do the screenshots above show the incorrect prices?

Please share any additional details you have, and I’ll keep an eye out for your reply!

[MayaP]

Did you still need help with this? @ElmStreetToys 

[ElmStreetToys]

Yes, its the exact same thing posted above happening again.

[MayaP]

What should the prices be? Drop a link to your site. @ElmStreetToys 

[NutmegCreative]

Hey there - Did this end up getting fixed? I have the same issue as well 😞

[MayaP]

Hey @NutmegCreative - Thanks for hanging in there. I am sorry you are having issues as well. Can you provide a link to your site? Also, which items are showing the incorrect price? What should be shown? 

[NutmegCreative]

Thanks Maya - Here's the shop site: https://nutmegcreative.square.site/

Prices should only show the higher one to retail customers via the above site, e.g. $6.00 for the Greeting Cards, $25.00 for the Tote Bags (note all this is in AUD).

The lower wholesale price (e.g. $2.95 for the Greeting Cards, $15.00 for the Tote Bags) should only be visible via https://nutmeg-creative-wholesale.square.site/ a completely different site which only my stockists have the link to. This site is set up based on 'Wholesale' being the location.

Any help would be greatly appreciated. Thanks so much, Kirstyn

[NutmegCreative · Accepted solution]

@ElmStreetToys @MayaP 

Just in case anyone is still looking for answers on this, I contacted Square support over the phone and after a number of escalations they have basically said that having two different prices for different locations isn't something that you can do - it will always show the range (even though you used to be able to and they haven't been able to explain why you can no longer). They said this is because it is designed for in person and online (assuming that in person price is cheaper?)... yet this would mean that online people would see the in person price and it's not until they click on the item it will only give them the option to purchase at the higher price... WHAT?! WHY?!

Their 'solution' is to duplicate every item for each different location - thus defeating the point of having different locations and price overrides per location and making it REALLY DIFFICULT if you have lot's of items. Essentially if I have 100 items, I will have to manually duplicate every single one, making my site items 200... and again if you have more locations...

This is beyond frustrating and I can't understand why this has now changed when this was not an issue approx. two weeks ago. The fact that this just suddenly changed with no communication is appalling! We rely on these sites to make a living... this isn't good enough.

[MayaP]

I appreciate your follow-up @NutmegCreative, and I completely understand how frustrating this must be. It’s clear you’ve put a lot of time and effort into trying to find a solution. Changes to your workflow—especially without notice—are never easy, and I’m truly sorry for the inconvenience.

In the meantime, you can submit a feature request here: https://squ.re/41VIAel. Hopefully, we can get this functionality restored. If there’s anything else you need, please don’t hesitate to reach out—I’m here to help.