Tickets not printing according to item prep time

[southforkbake]

I have a bakery and some items have a longer prep time (48 hrs) and I cannot get the tickets to print correctly.

We have our normal food and drinks set to a 15 min prep time and bakery pre-order items set to a 48 hr prep time.

Order scheduling is working well and folks can pre-order items fine. 

I have our online order tickets set to print according to prep time.

All tickets have been printing only 15 minutes ahead of when orders are due for pickup - even items set for 48 hrs prep time.

Is this a glitch? Or something I can troubleshoot on my end?

[Summer2024 · Accepted solution]

Hi @southforkbake ! 

This sounds like it could be related to your printer settings configuration rather than a glitch. Let's verify your setup and make some adjustments:

1. First, Let's Check Your Current Settings:

   • Go to Items > Modifiers & Categories
   • Verify that your bakery items indeed show 48 hours prep time
   • Check Online > Site Settings > Fulfillment
   • Review your printer settings in Devices > Printers

2. Common Solutions:

   • Create separate ticket groups for different prep times
   • Set up dedicated printers for pre-orders vs. immediate orders
   • Use the "Print on Order" setting for long-prep items

3. Recommended Setup for Bakeries:

   For 15-minute prep items:

   • Keep current settings for regular food/drinks
   • Use standard prep time printing

   For 48-hour prep items:

   • Create a separate printer station for pre-orders
   • Enable "Print on Order" for these items
   • Consider using the "Order Summary" feature

4. Step-by-Step Fix:

   1. Go to Square Dashboard
   2. Navigate to Settings > Printers
   3. Create or modify your printer station
   4. Set up ticket groups based on prep time
   5. Enable "Print on Order" for long-prep items
   6. Test with a sample order

5. Additional Tips:

   • Use different colored paper for different prep times
   • Add clear prep time notes on tickets
   • Consider using Square's kitchen display system (KDS) as a backup

If these steps don't resolve the issue:

1. Verify that:

   • Your printer is properly connected
   • You're running the latest version of Square software
   • Your internet connection is stable

2. Try:

   • Unlinking and relinking your printer
   • Testing with a sample order
   • Checking if the issue occurs with all pre-order items

If none of the above helps, would you mind sharing:

1. Which printer model you're using?
2. Whether you're using multiple printer stations?
3. If you've recently made any changes to your prep time settings?

I'll be on the lookout for your reply.