Unable to edit Order Confirmation Emails

[gametimegraphix]

The title of this thread has been edited by a Square Moderator from the original: "Order Confirmation Email"

I've never had trouble with this before but I need to change the message that customers get when they place an online order and I am not seeing where to do that anymore.  I used to see a place to edit the header, footer, or message.  Here's the screen I'm on:

[amandalocho · Accepted solution]

Square has removed the option to customize emails & text messages that are sent to customers after placing an order. 

[gametimegraphix]

So did they also remove the custom message I had before which said something about going to see a certain teacher at a certain school to get your shirt? I certainly don’t want all customers from now on getting that ridiculously customized message.

[cbstl]

@MayaP - Can you shed some light on this? Why was the option to customize Order Confirmation emails removed? And where in the Dashboard do we set the content that will go in the Order Confirmation email? For Pickup orders, are the Instructions in the Fulfillment->Pickup section (see below) included in the Order Confirmation email?

[MayaP]

Hey @cbstl thanks for flagging this. I don’t have a lot of insight into the change myself, but I do know that as part of the migration from ECOM digital receipts to Square Digital Receipts, this feature was removed. I was told that pickup instructions should still be showing on receipts though. If I hear anything else I will update this thread.

[CCMGA]

My pickup instructions (edited in the Fulfillment -> Pickup/Delivery section on the dashboard) are NOT showing up on the order confirmation or receipt emails. They both contain years' old information that is no longer accurate. 

[cbstl]

@MayaP - I believe the same thing may be happening to us that is happening with @CCMGA . The order confirmation email contains outdated content that's not from the current pickup instructions, so we really need to know where we can edit the Order Confirmation details in the Dashboard. 

[Turtlemashers]

Fulfillment Methods> Online pickup and delivery

Then for the location you want to change, choose "edit" beside that location.

You can update the messages that go out to your customers. 

[CCMGA]

WE have the same problem now. We had a very detailed order confirmation email broken out by the type of item bought. Now there is a generic order confirmation email that has contact us information from 4 years ago which is completely wrong. 

[CCMGA]

I spent 2.25 hours on chat/phone this morning with support and several analysts.  The problem is not widespread, but they agree it exists for some accounts.  A case has been opened with the engineering team.

[cbstl]

One of our customers recently told us that the order confirmation email has curbside pickup instructions in it, but we haven't offered curbside for a long time, so I was going to look at the Order Confirmation content in the Dashboard to see what's there and couldn't find it. So apparently, this problem is affecting our account also. 

[MayaP]

Thank you for your patience. I confirmed that the only place to edit confirmation right now is through Receipts (Account & Settings > Payments > Receipts). I’m sorry if this doesn’t fully work for you, but as far as I can see, there aren’t any other options at the moment.

@CCMGA @cbstl 

[cbstl]

@MayaP - The problem is, the Pickup Instructions that Square is putting in our order confirmation emails is NOT what's set in the Pickup Instructions in our dashboard so you have something broken that needs to be fixed. Here are the very outdated pickup instructions that are showing up in our order confirmation emails:

Here are the Pickup Instructions that we've set in the Dashboard:

As you can see, they don't match. This is causing serious issues for us because the instructions people are receiving in their order confirmation emails are wrong. Please get this fixed!

[cbstl]

Also, there are no pickup instructions in the settings area of the dashboard that you mentioned. There is only a place for "custom text" in those Receipts settings. The pickup instructions are set in Account & Settings > Fulfillment Methods > Online pickup and delivery. Does that setting not apply to order confirmation emails now? If not, that seems completely unintuitive and ridiculous.

[MayaP]

Not the Square online Dashboard, but the actual Dashboard ( Account & Settings > Payments > Receipts)

[cbstl]

@MayaP - I know. I'm talking about the actual Dashboard page at this url:

https://app.squareup.com/dashboard/business/receipt

There is no field on that page for Pickup Instructions. If you think there is, show me a screenshot, because there isn't one for us.

[MayaP]

There aren't any pickup instructions on the receipts. You will need to use the custom text for the pickup instructions. 

@cbstl 

[cbstl]

@MayaP - I'm not sure where the confusion is, because that's exactly what I said before ("Also, there are no pickup instructions in the settings area of the dashboard that you mentioned. There is only a place for "custom text" in those Receipts settings.").

Given that's the case, why are outdated Pickup Instruction showing up in our order confirmation emails (see my earlier post)? None of the Pickup Instructions text that's showing up in our order confirmation emails is present anywhere in our Dashboard settings, including on that Receipts settings page (our "custom text" box is currently blank).

[MayaP]

I did escalate the issue with the outdated pickup instructions, but I haven’t received a reply yet. Once I do, I’ll share an update with you.

For any other issues related to pickup instructions, things are starting to get a bit convoluted, so I think it would be best to connect directly with our Square Online Team. A lot of this information is passed from them, and they’ll be able to explain things in more detail since I’m not a Square Online expert.

You can reach them at 855-700-6000, Monday through Friday, 6 AM to 6 PM Pacific Time.

@cbstl 

[cbstl]

Thank you @MayaP please do share updates on the outdated pickup instructions problem as soon as you have them. You'll forgive my hesitancy to contact Square Support via phone or email. I have had absolutely terrible experiences going that route with other issues.

I'm sorry to be so critical, but things are only starting to get convoluted because Square made this situation convoluted. The dashboard feature to view and edit order confirmation email content was completely removed, the order confirmation email content apparently is now only determined by the  Account & Settings > Payments > Receipts settings which is completely unintuitive, and none of this was announced in any Square Online product updates that I can find. Simultaneously, Square engineers apparently introduced a bug that put outdated pickup instructions in the order confirmation emails which has caused several of us to scramble in our dashboard, searching for where we can edit the outdated information, only to find out that the useful ability to edit and view the order confirmation email content has been removed. In short, Square removed a useful settings page and also introduced a related bug that exposes how useful the removed settings page was.

I'm at the end of my rope with Square Online. The quality control has been utterly awful the last year or two. Features get removed unannounced, functionality gets broken with every update, extremely important feature requests are ignored while useless changes are regularly made, phone support doesn't investigate root causes but just does a "re-index" to temporarily address bugs, email support is unable to communicate in basic English and stops responding completely or makes changes to our settings without asking us first. If we weren't heavily dependent on the Square API, I would have moved on to a different POS/online ordering solution by now. Our business pays tens of thousands of dollars to Square every year in payment processing fees. We are not getting the value that we should for that money. The quality control for your product and the associated support should be far better than it is. If there's someone higher up I can communicate with about all of this, please send me a private message directing me to them.

[MayaP]

I completely agree with you—I don’t think you’re being overly critical at all. Everything you’ve shared makes sense, and it’s your business that’s being impacted. If I were in your shoes, I’d be just as upset.

As an advocate myself, it’s frustrating to see these changes without a clear explanation of why they’re happening and not being able to provide an answer to sellers. I did escalate your feedback internally, and while I can’t promise it will be directly addressed, I wanted you to know I’ve shared it. I’ll also update you as soon as I hear back on the pickup instructions escalation.

I really appreciate you raising your voice and advocating for a stronger Square Online platform.

@cbstl