Square Automatically Marking Shipments Delivered

[astoriacoffee]

Has anyone else noticed that if you mark a shipment as “Complete” and do not include tracking information (e..g., when you send with postage stamps), Square sends a notification to the customer that includes a link to a page that says the package has been delivered? This happens immediately and is not correct. The item has yet to even be picked up. 

I’m tired of replying to emails from customers about this. 

When I called support about this, they said that that is how the system is supposed work and that nothing can be done about it. 

Very frustrating and annoying. 

[MayaP]

Hi @astoriacoffee, thank you for taking the time to share your feedback and experience with our order management options. I can see how this process would feel frustrating, and I’d love to work with you on understanding it better.

When you have a chance, could you share a few order numbers where this happened? If you’re able to include a screenshot of the customer email too, that would be really helpful for me. 

[astoriacoffee]

Thanks Maya. 

Here's a couple order numbers: 1049531703, 714330758

Interface says I do not have permission to upload images.

[MayaP]

Of course, happy to help however I can! Try signing out and then signing back into the community. Let me know if you are still having issues uploading after that. @astoriacoffee 

[MayaP]

Thank you for sharing those examples, I passed them along to our team. I marked out the personal information in the screenshots, and since I do not want the customer’s details visible publicly, I went ahead and deleted them. I will let you know as soon as I hear back from our team. I really appreciate your patience @astoriacoffee 

[astoriacoffee]

Hi, is there any information about this issue? It’s very confusing for my customers and a pain in the neck for me. 

[MayaP · Accepted solution]

Hey @astoriacoffee, I really apologize for the delay!

It looks like the engineers have confirmed that this is working as designed. I am seeing some discussions about possibly changing this, but nothing has been confirmed at this time. I apologize for the inconvenience this is causing you and your customers. Unfortunately, there are no workarounds right now. For the time being, could you hold off on marking the orders as complete?

[astoriacoffee]

Thanks for your follow up Maya; it is appreciated.

I must say that this is disappointing and not the first time that Square engineers have defended unwanted behavior as intended. Why would I want my customers to be notified that their shipment has been delivered when it has not? I use Pirate Ship, not Square, for shipping so why is Square doing this? 

Not letting my customers know that their orders have been completed and are on the way is not viable and would probably result in even more calls and emails to deal with when people want to know when they will receive their shipments.

[MayaP]

Everything you’re saying is completely valid.

I really wish we had more visibility into why these changes are made, but unfortunately, we aren’t provided that context. I understand how disappointing this is, and I’ll be sending your feedback to our Complaints team to ensure it’s heard.

In the meantime, if there’s anything else you need, please don’t hesitate to let me know.

@astoriacoffee