BUG - Not adding items to check

[barpalmina]

See screenshot above. A customer today had a bar tab with four drinks on it. On his way out he added two bottles from our retail shelf and asked for the check. I added the two bottles and gave him the check. He paid said check and left. When I came back to the main POS I see this error. The two bottles were never added to his check, so he got those two bottles for free.

This is INSANE. Granted the check could've been reviewed before giving it to the customer but we were busy and I'd NEVER think that this would happen. This is only one instance but I cannot have checks being paid without $60 worth of items on it. I'm now hesitant to even continue using square. How many other checks in the past were affected!?!

[Katie_SQ]

I'm really sorry to hear about this issue, @barpalmina. I'd be happy to get this escalated to our Advanced Support team for further investigation.

First I'll need some additional information to help locate the specific transaction:

- Could you please confirm the names of the items that were successfully paid for on the check?
- Sharing the exact time of the successful transaction would also be helpful.

Once I have these details, I'll be able to locate the payment and begin the investigation process. 

I'll keep an eye out for your reply!

[barpalmina]

[Katie_SQ]

Thanks @barpalmina. I've redacted any personal information in your screenshots and escalated your case to our team for review.

As soon as I have an update, I'll reach back out to you here.

Thank you for your patience in the meantime! 

[Katie_SQ · Accepted solution]

Thanks for your patience, @barpalmina. 

I've heard back from our team, and they've investigated what happened with those two checks.

What you experienced here is a duplicate ticket. This occurs when the same check is opened on multiple devices simultaneously, and then updated or closed on one of them. This isn't a bug in the system, but rather a scenario that can occur when the same check is being accessed from multiple points, and the error message you received was alerting you to this.

Looking at your transaction details:

- The main ticket with the 4 drinks shows: Ticket: TABLE 1 owned by [Team Member]
- The voided ticket with the 2 bottles shows: Ticket: TABLE 1 - (2) owned by [Team Member]

This indicates that the ticket split because it was open on two different devices at the same time, and a change was made on one of the devices. When the two bottles were added on one device, the system created a separate check instead of updating the original one that was already open elsewhere.

How to prevent this moving forward:

- Ensure employees log out of the app after each use to prevent checks from remaining open on multiple devices simultaneously
- Check your router and WiFi connectivity - poor network connections can cause slower syncing across your devices
- Try to manage each check on a single device from start to finish where possible

I hope this helps clarify what happened! Let me know if you have any other questions.