Posting this as a formal complaint about two separate but related failures by Square.
**1. Removing email customization without adequate notice or alternatives**
Square seems to have quietly removed the ability to customize online order confirmation emails in late 2025 — eliminating sender profiles, custom "from" addresses, and email template editing. These are basic, entry-level features offered by virtually every other e-commerce platform. The emails now go out from [email protected] with no indication to customers that they're coming from your business. Square provided no workarounds, no alternatives, and no meaningful notice.
**2. A support experience that was frankly unacceptable**
When I contacted support to ask about this, I was transferred NINE times across the following agents: Geoff, Marga, Jovy, Dex, Darwin, and four other unnamed agents — each of whom apologized profusely before transferring me again, from Square Online Support to "a specialist" and back to Square Online support, over and over. I had to provide my full legal name and email address at least SIX times. It was an ouroboros of support hell. Every single agent either claimed the issue was outside their scope or transferred me to someone who said the same thing. More than once I was told my concern was a "website issue" and transferred to the Square Online team — which is the exact team I had started with.
The (apparently) correct answer — "this feature no longer exists" — was never once given to me by any Square support agent.
Square: your sellers deserve better than this. Removing core features AND failing to train your support team to communicate those changes is a double failure. I'd encourage other sellers who've had similar experiences to share them here.
