Default fulfillment methods not being applied to new inventory items in Square Online

[donutshoppe]

As of last week the new items I am adding to my Square Online inventory are not getting the default fulfillment methods automatically applied. I already have configured the default item fulfillment in Website settings > Item preferences > Fulfillment methods to default to Shipping and Pickup, but as of last week these are no longer automatically getting applied.

Was there a change recently that impacted this? Thanks for your help.

[TheRealChipA]

Hey @donutshoppe.. Fellow seller here.  I'm flagging this to the Square moderators here.  They will push it up to the engineers.  In the meantime, can you reply with screen shots showing your setting?  And/or even a video showing you adding a new item with those settings and them not being honored?

Thanks.

[donutshoppe]

Thanks @TheRealChipA I am sharing a link to the video which demonstrates this here. Please let me know if any additional details are needed. Really appreciate the help. 

[TheRealChipA]

@donutshoppe that is definitely strange.  thanks for the detailed video!  it will help the moderators/engineers a lot.  I'm flagging this now and someone will get back with you. 

[tranguyen]

Thanks for flagging this @TheRealChipA, and thank you for sharing such a detailed walk through @donutshoppe !

I've shared everything with our eCom team so they can investigate further. Once I have an update from the team, I'll be sure to follow-up here. 

[tranguyen]

Hey @donutshoppe, I checked with our eCom team and it looks like you've been working directly with someone on our Support team as well.

In this case here, it sounds like you were able to resolve some of the issues with shipping address, which would have also made the items appear as unavailable. The team ran some test and confirmed that as of right now, when you create a new item, if you scroll down to Fulfill orders section, Shipping and Pickup are enabled by default.

There might be some confusion between the interface for creating new item and the bulk item editing. From what the team explained, the bulk edit tool can be used on existing items to update their fulfillment but when opening the tool, the pop up will not show any options but instead will wait until you input your choice. 

When you have a moment, can you try creating a new item and see if Shipping and Pickup are enabled for you? If not, let me know and I can definitely get the team to look into this again. 

[donutshoppe]

Hi @tranguyen I wasn’t using the bulk tool in that video. And the explanation doesn’t make much sense because other items before this issue started happening show the fulfillment methods populated from the same item library screen. I don’t think there is confusion on my side, so I would appreciate if you can please confirm this is intended behavior on your side. I just tested mapping a default shipping location and the newly created item is still showing unavailable. The newly created item catalog Id is: K4O4ZPDSA6GXZOCHXRLMMAR6 Thanks so much for your help.

[donutshoppe]

Hi @tranguyen I fear the support team does not think something is wrong on the Square platform side and keep making recommendations which do not make sense and do not address the issue. Below I am sharing a link to another seller experiencing the same issue. Please help us escalate to the back end team for analysis. Something is not right and it has nothing to do with my settings, whether I’m using item variations or not. I also tried to set a default location and still the issue is not fixed. Appreciate your attention to this issue. This has been the 3rd week of this issue for me. I think this is probably more widespread issue so would be in Square’s best interest to be proactive here. Thank you. 

 https://developer.squareup.com/forums/t/default-fulfillment-methods-not-being-applied-to-new-invento...

[tranguyen]

Oh, gotcha! I didn't realise you were using API @donutshoppe, I thought the items were being created individually within the Square Dashboard, so me and the team were investigating that way. 

I can see Josh from the API team are working with you and the other seller directly on the thread you shared above. The Developer Community will be the best place to continue troubleshooting this going forward. 

[tranguyen]

I can definitely re-escalate this again @donutshoppe .

Right now, the team hasn't been able to fully reproduce the error you're seeing. The last video you sent was really helpful — I'm wondering if it's possible, could you try sending us a video that start from creating a net new item, showing the options you are seeing when scrolling down to Fulfill orders on the create item page? This can help us fully identify the point during the flow that might be the issue here. 

[donutshoppe]

Hi @tranguyen I create the items via API. I can share the video but it will be originating from a 3rd party application. Would it help if I share the POST API call that I am sending to create the catalog object?