Prep times NOT WORKING and customer support has gone AWOL

[melissaromano]

I have an open ticket item for several days now with SQUARE support regarding prep times on certain items in my square online store NOT WORKING! Is anyone else having this problem. My online store is currently allowing my customers to place next day orders for items that require a week or more for me to prepare and Square is doing nothing to resolve this issue. I am losing customers, being forced to make refunds (at MY expense of both fees AND customer loyalty). I should have 24 hour/day phone access to customer support as well, but currently neither telephone support NOR direct message support are available! I have sent an email to customer support with no response. I spent 2 solid hours on the telephone with customer support three days ago to resolve this issue and was assured it would be resolved within 4 hours of our phone conversation, but NOTHING... and now customer support seems to have gone AWOL.

Is anyone else having issues???

[Donnie-M]

@melissaromano just to make sure I am understanding.  You have a custom prep time on an item.  You are allowing customers to place an order for an item in the future in the fulfillment settings?  

If you turn off order ahead, does the prep time work correctly?  One thing you can do is make a 100% coupon and use it on the online store to "test" your order system in real time without having to run a credit card.