Reported a problem to Square Chat yesterday - Have a case # - How to track its status?

[festivitea]

Yesterday I discovered MANY (possibly hundreds) of my previously "hidden" products/services/events in my inventory can be found (and purchased) using keyword searches on search engines (like Google). This is the result of Square recently changing the way we make our items visible.  This is a huge problem, and could be disastrous for business owners.  

I was able to find items previously "hidden" using the old visibility toggle switch on the "Edit Item" page and put them in the shopping cart. The items cannot be found when you drill down through the published webpages, but can be found using keyword searches. This means that the public can purchase old (previously "hidden") products we don't actually have for sale on our websites.

I spent an hour in a chat with Square Support, they gave me a case # and said their engineering team will be in touch.  Is there anyway to track the status of the case?

[lennys26]

@festivitea From what I can tell, these case numbers are completely meaningless. I am not sure if they are fictitious, randomly generated or what, however, Support does not seem to have any ability to find issues based on ticket number, and can not appear to reference them in any way.

Apart from that number which comes in the auto reply, I have noticed that there is a thread ID buried in some of the emails fro Support, if you’re lucky enough to get a response from someone, but again I’m not sure what those numbers are used for. These are normally meant to link the conversations in the background however, again, that doesn’t appear to happen, and I actually have started deleting the thread number from the email chain and think that I am having better luck getting replies (although the replies are so few and far between I can’t be positive).