Why did my Square Online site stop accepting orders?

[twowhales]

[The title of this thread has been edited from the original: online store customers unable to place order for pickup]

This afternoon  I discovered that my customers were unable to order online all day—I wondered why we had had no online orders through! When I realised what was happening (a customer rang up) I discovered that Weebly denied them because in Settings: Pickup & delivery there was a message in red saying something like "you need to confirm your pickup address before orders can be accepted".

This is very strange because it had been working fine for a month and suddenly, without warning, and without me touching anything, it decided to decline any further orders. The information was correct and I pressed a button and off we went again.

Worse than that (can it get worse?) the system did not alert me to this issue (which was not due to anything I had done or not done). so I remained oblivious to it all day.

Why did this occur and how was I to know? Will random things like this continue to happen?

Thanks

[Alex_]

Hi @twowhales,

This sounds incredibly frustrating. I highly recommend getting in touch with our team so a specialist can look into the back end of your account. They can then file a ticket to get to the bottom of what occurred.

Please look into ways of getting in contact with our teams by visiting this page.

Please let me know if you have any other questions by replying to this thread. 

[twowhales]

Thanks Alex it just happened again so I will contact the Weebly team.

[twowhales]

Hi

The same problem has reoccurred. I did have an email conversation with the technical support team and they could not resolve the issue and asked me to get back in touch if it reoccurred. So I sent another email and the reply said that the original case (case no. 54998169) closed after 10 days which is not helpful. I really do not want to go through the headache of phoning support again as they did not have a clue last time.

Here's the email I just sent to support which got bounced back:

_______________________________________________________

Hi Corey

The same bug has surfaced again. I have attached a screenshot of the error message that appears. I have done nothing to the settings for a week so it isn't anything that I have done. Again it looks like the software is running through an address check every now and again - this time it was just over a month. Previously it was just over a week.

This is frustrating because I have no idea that the store is going to block our customers until it happens and a customer takes the time tells us that the store is not operational. Nothing tells me that it has blocked the store—this is poor design.

Just remove the reoccurring address check!

As further evidence to help you I recently set up a completely different square store at exactly the same address and when I set it up it queried the address as it did not recognise it on your address database.

I am a software engineer so please don't fob me off with another excuse about sync settings.... and put a fix in so that the software sends me a warning if it comes up with this error rather than just close down my store.

Thanks,

David

___________________________________________________________________________

Any ideas of how we can move this forward?

Thanks,

David

[AdamB]

Thanks for following up about it, @twowhales. That's really unfortunate that it reverted to being unconfirmed again. I'm not sure if some kind of recurring address validation like you suspect, or if it's something that happens as part of a product update or release on our end. Either way it shouldn't be making you re-validate your address.

When you edit the location in Settings > Pickup & Delivery, then edit the address, have you ever used the "Confirm location on map" option and moved the pin on the map? I'm wondering if that might help prevent it from doing this in the future.

[twowhales]

Hi Adam

Thanks for the advice however I had to move the pin on the map as initially one of my stores was located in the middle of the USA! The address and postcode were correct but it really did not know where we were. I moved the pin to the correct location. I have just checked and the map location is correct. Obviously despite everything, including the map location being correct, the software repeatedly at indeterminate intervals decides that it does not know where our store is. This is happening at both my online stores located at the same address.

Since my last post both my online stores have come up with the please validate warning in Pickup and Delivery. Fortunately they have continued to be operational for customers so presumably there is a delay period where the store will not be shut down (which I assumed). Despite repeated requests no one at Square has given me any information on how long this warning stays up until the online store automatically closes down. If I knew that then at least I will know how often I need to check Pickup and Delivery to see if the  warning has been displayed.

Just another piece of information that may help. The last order at one online store did not have tax applied to it whereas previously it did. I checked everywhere without success to see why the tax had not been applied. Finally I went to Pickup and Delivery and discovered the location warning again. So it did not know we are in Newfoundland. Confirmed the address and the tax came back on.

So this is a real issue and needs sorting please.

Here's a screenshot of the error if you are wondering what it looks like.

[AdamB]

When was the last time it did this, @twowhales, and did you make any changes to the location hours within a day prior to the last time it did this?

[MTSolution]

I hope you're not in a hurry to have this resolved.  I've had a ticket opened for 5 months with no resolve and no way to escalate.  Yes 5 months no ability to sell on-line.  Every time someone responds it's the same line, "The eng. group is working to resolve"