Customer Order Note Missing From Online Orders

[Tania75]

Hi there 🙂

Since the change in the way the order confirmations look, it seems that I'm missing the note a customer is leaving in the Notes to Seller section of checkout on the order confirmation email that I receive.  I only noticed it as I was looking at the order in my store dashboard and saw that a note had been provided.

I already use modifiers for specific items but the Notes to Seller section is a way for customers to advise me of something relating to their whole order.  For example: I have specific pick up dates but they have spoken to me and we have agreed to an alternate day or time etc.  I ask them to add this in the notes section so that I can remember.  If this note doesn't show on the order that I print from the order confirmation email then I'm going to miss it.

Is there a specific setting to ensure this is enabled or something??  Am I missing something??

TIA 🙂

[Laurie_]

Hi @Tania75,

I'd be happy to run this by our Square Online team to confirm the expected behaviour going forward regarding order notes in confirmation emails!

In the meantime, the best way to ensure you see all customer notes, especially when printing, is to print the order directly from your Square Dashboard rather than from the confirmation email.

To do this:

1. Log in to your Square Dashboard.

2. Navigate to Payments & Invoices > Orders > All Orders.

3. Select the relevant order to view the full order details (including any customer notes).

4. Click the print icon in the top-right corner to print the complete order information.

Let me know if you'd like help locating a specific order or if anything’s unclear! I'll let you know once I hear more from my team about order notes in confirmation emails.

[Laurie_ · Accepted solution]

Hi @Tania75, I've got some good news!

After receiving similar feedback from several Sellers, our team has reinstated order notes in confirmation emails. These notes will now appear by default on all order confirmation emails going forward.

If you run into any issues seeing them, feel free to let us know, and thank you again for taking the time to share your feedback. It helped us get this resolved! 🙏