Stock not available

[LOG]

I have just noticed that any stock for which I do not have inventory tracking on is displayed as 'Not available" for purchase.

This wasnt the case before as I was abel to products on my website which I do not stock and shipped direct by supplier. 

Has a setting changed my end possibly, have Sqaure onlien changed there configuration?

any thoughts. 

[LOG]

Answered.

For the seond time this year my shipping has been reset to the front screen saying "Set up shipping" depiste me having had it operational for over 6 months and making no intevention myself on the site. 

When this happens all the stock on my website that is Shipping only fulfillment becomes unavailable for purchase. IMHO This is not something a user can do so has to be a SW bug or something. 

I dont hold out hope for a fix though, Square are too busy marketing to me. 

[Laurie_]

Hey there, @LOG 👋,

Thanks for your patience while we got back to you here - we appreciate you flagging this issue to us!

I've not come across this problem with Shipping Profiles before so I'd like to try and gather some additional information from you to pass on to my team.

When you have a moment, can you answer the following questions?

1. Have you created multiple Shipping Profiles? 
2. Have you set a default Shipping Profile for all orders, or are you using a custom Shipping Profile?
3. Do you support any other fulfilment methods online, such as Pickup or Delivery?
4. When adding a new item to your website, are you importing from your Item Library or are you selecting the option to 'Create new item' from your Square Online Dashboard?

I'll keep a lookout for your reply here.

[LOG]

thanks for your response, here is my response, pleased for any suggestions, 

1. Have you created multiple Shipping Profiles? 

MH - No, just one, I edited the general default profile to set up shipping for UK.

2. Have you set a default Shipping Profile for all orders, or are you using a custom Shipping Profile?

MH - I am not entirely sure what this means or where I might have set this, as above I just have one shipping profile. 

3. Do you support any other fulfilment methods online, such as Pickup or Delivery?

MH - yes I have all three enabled in various combinations by product. Many stock items are all 3 but my ship direct items i do not stock (e.g. a very heavy outdoor gas grill) are shipping only and I do not have click/collect/ local delivery turned on. 

4. When adding a new item to your website, are you importing from your Item Library or are you selecting the option to 'Create new item' from your Square Online Dashboard?

Usually I create new items from Square online Dasboard in hidden mode, then I review in online before making available. I do not create many items at the moment.

Support update - I raised a support query, the agent actually witnessed the issue as she was in my account when she saw that the shipping screen had reverted to the "out the box" screen 'set up shipping profile', when she clicked on it she saw all my previous shipping details which had existed from before. 

She asked the developers about it but they said they could not re-create the error and basically as an isolated case they would not priortise it. Quite how they tried to replicate the error when it wasnt the result of a specific user action I am not sure - I suspect they werent either.

When I get a moment I will look for a way to change my set up to mitigate this. 

[Breffni]

Thank you for the additional details @LOG - this does seem to be a bug so I apologise for this experience. 

I followed up on your case and I can see our team were unable to replicate the issue on our end, unfortunately. In this case, the best course of action is to follow up directly on the email thread if this does happen again. 

If we can help with anything here, please let us know.