Hi @LeahB, thank you for reaching out and welcome to the Square Community! I am sorry to hear you are having issues with fulfillment.
To make sure everything is setup as intended, could you double-check that you have followed all of these steps below?
Here are some detailed steps on setting up in-store and curbside pickup:
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Sign in to Square Dashboard and go to Settings > Account & Settings > Fulfillment methods > Online pickup & delivery.
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By the desired pickup location, click Set up location.
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Indicate that you want to offer pickup by selecting Yes.
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Indicate if you'll calculate and assign pickup times automatically by selecting Yes or No (you'll set more of this up later), then click Continue.
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Complete local delivery setup and click Continue.
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Choose the sites where the pickup location should be available and click Continue.
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Review your settings so far, then click Edit to go to the Pickup tab.
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Set up order timing by choosing whether or not it should be automatically calculated.
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Click Yes to set up automatic timing calculations that consider these settings: when orders are available for pickup, how soon they can be picked up, when you start prepping orders, required prep time per order, how far in advance customers can place orders, and how simultaneous pickups are restricted based on your capacity.
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Click No to enter manual customer instructions that give you complete control over your pickup process—simply include your instructions about how and when customers can pick up their orders.
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Set up workflow settings to enable one of two ticket printing options: either print tickets for orders based on their scheduled pickup times, or print tickets immediately after orders are placed regardless of their pickup times.
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Set up fulfillment hours by indicating your pickup hours and time zone. You can also designate specific dates as restricted to indicate days of the year your location won't process pickup orders (such as holidays).
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Set up pickup-related settings, including a curbside option (business phone number required) and a minimum order amount.
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Adjust any remaining settings in the Location details and Site visibility tabs.
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Click Save.
I also found a recent Community post on this subject that may be helpful, if you would like to double-check these steps have been followed as well.
After you have review that information, could you please confirm these couple questions?:
- Are you seeing any fulfillment options available at all?
- Do you by chance have a screenshot of what you are seeing?
- Have you been experiencing this issue the whole time, or has this popped up recently?
Please let me know those bits of information and I can continue troubleshooting for you.
Sammie_C
Community Moderator, US, Square
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