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. 

[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 

[cbstl]

Thanks @MayaP - I hope you know my rant isn't directed at you personally. Frankly, you're one of the only people at Square that has been able to help get things done for us, so I do really appreciate all of your efforts and I appreciate you passing along the feedback as well. I know it must be very frustrating internally for people like who you are on the front lines of communicating with customers about all of these issues. Thanks for being a bright spot in all this. 👍

[MayaP]

Oh wow, thank you @cbstl! I appreciate your kind words!! It does really mean a lot ❤️

Just a heads up the pickup instructions issue has been resolved. The correct information should be showing now. 

I did pass this thread with your comments along to product team and they are currently having some discussions, so I am hoping your feedback is taken seriously and they will acknowledge some of these pain points 🤞

I'll be heading out shortly but I'll circle back next week. Have a great weekend! 

[cbstl]

@MayaP  - Thank you! I just did a test order and I can confirm that the order confirmation email now shows the current Pickup Instructions, so the issue is resolved for us. 

Thank you again for passing along our feedback. Have a great weekend as well!

[MayaP]

Yay! So glad to hear that! @cbstl 

[Fletchers · Accepted solution]

Hi, I had this exact same issue and square support was able to resolve it. Not sure if you had it resolved, but for future reference i learned the following: 

- This glitch is in fact a result of the migration to digital receipts.

- The work around was to temporarily change the pickup settings in your dashboard to "automatically schedule pickup times" to "YES." When you do this, a new pickup instructions field appears at the very bottom on the page. Edit that text to be what you want it to state, then save. 

- Then toggle the "automatically schedule pickup times" back to "NO."

That fixed it for me! I hope it does for others with this issue. 

To be clear, this is accessed from your Dashboard HOME > SETTINGS > FULFILLMENT METHODS > PICKUP & DELIVERY >  find the store location, and click "EDIT" then toggle the option "Calculate & assign pickup times automatically" to YES. Make the change, save, then toggle it back to NO. 

[MayaP]

Thank you so much for reaching out and providing this workaround! You are amazing!! 😊 🙌

@Fletchers 

[BarbS]

Thank you soooo much for this!!!

Now if only I will remember for the next time 🙂

[CCMGA]

My case is 111001260 opened 9/11 for this issue.  I have heard nothing back.  Please note the following:

We have discovered that order confirmation emails sent from using a payment link contain the correct information. It is the order confirmation emails that come from the online store that are WRONG, containing old incorrect pickup instructions and contact email.

[MayaP]

Hi @CCMGA thanks for hanging in there!

I looked at case 111001260. Did you get an email from Dylon on September 16, 2025? They mentioned that the issue has been fixed. If it hasn’t, please let me know and I will reach back out on the ticket and to the advocate. I am off tomorrow, but I will try to pop in and keep an eye out for a reply.

[CCMGA]

I did NOT get an email from Dylan.  Nor any communication on the case since I opened it on 9/11.  

The only useful information I can get is from this thread and your updates @MayaP so thank you!!!!

The order confirmation emails issued on Sunday 9/21 were wrong.  But the order confirmation received today has the CORRECT information - orders created on 9/23.  

Thank you,

Collin County Master Gardeners Association

[MayaP]

That’s great to hear the order confirmation has the correct information! I see a note on the case from today requesting that it be reopened. Thank you again for working with us to get this fixed. I am here if you need anything. @CCMGA