Square Online publishing delay on Aug 26 — did this happen to you too?

[SMR214]

I had a major problem during  new product launch at 1:00 Eastern time on Aug 26).

• All of my items were preloaded and checked (fulfillment, stock, categories).
• At 12:45 pm I published my first item to in prep for the 1:00 embargoed launch, (just to make sure I wouldn’t have any hiccups) but nothing appeared until almost an hour later.
• Eventually everything went live without me changing anything — which proves this was Square’s publishing delay, not user error.
• Support kept telling me it was a “fulfillment error,” which wasn’t true.

Then today (Aug 27), when ringing up customers in-store, about half my items wouldn’t scan properly even though the barcodes matched exactly. I had to re-scan them before the POS accepted.

This cost me sales and credibility with customers.

👉 Did anyone else run into the same issue?

[Sammie_C]

Thank you for reaching out @SMR214, and welcome to the Square Community. I am sorry to hear you are reaching out for these circumstances though.

I have not heard of any other Sellers reaching with a similar Square Online issue on that date. So I can definitely have our eCommerce team take a look into this for you. Have you noticed any other issues since then?

In regard to your scanner issue, can you please go into some detail on what exactly occurred when you tried to scan the barcodes? As well as, what barcode scanner do you have?

Please let me know those few bits of information and we can start troubleshooting from there.

[SMR214]

I still have items disappearing from the new category. I was supposed to get a follow up email with in 24-48 hours -that never happened. Customer support was no help and it takes forever just to be bounced around and get absolutely nowhere. I can’t imagine giving my customers this type of customer service. I would no longer have a business if that were the case. 

[Jenthom08]

I have this issue on a regular basis. Every week we set up a pre order for items picked up on Saturday. It happened this week I do this EVERY week. I check the same boxes and toggle the right switches. Every few weeks I go to update the site, and the items don't appear on the live site. I have to call support, explain the situation, they tell me its probably some box I haven't ticked or that I need to put the items on "visible" and not "hidden." All of which I already know. They have to reindex the site every time and it takes about an hour and it usually messes up the pictures. In the meantime, I have lost orders because people expect the items to but up at a certain time each week. I don't know the solution, sometimes it works great and sometimes it doesn't, they can't tell me why it keeps happening. 

[Sammie_C]

Thank you for reaching out and letting us know this is happening to you too, @Jenthom08. We aim to have reliable services across all products and services. So we are sorry to hear this.

Are you currently experiencing this issue at this time?

[Jenthom08]

I am once again having issues. One of my customers messaged to let us know that all of our items were suddenly "out of stock". Even though we do not have stock tracking enabled. Here we go again wasting an hour or more of my day on the phone with support while they once again re index the site and try to tell me what I'm doing wrong. 

[SMR214]

I’m sorry that you’re having the same experience. It’s beyond frustrating to pay for a service that continually fails. Especially when no one seems to care. Chat got walked me through a fix. But I fixed it 2 days ago and items are missing again.