Event item is now adding shipping

[lisa_n]

I have an Event item that all of a sudden is now adding shipping on checkout, and it never has before. This is happening when using the payment link URL - which is the link I've included in our event on our website and fb page. If going to our full "Store", and scrolling to the event there, it does not add the shipping cost. Most of our customers access the event ticket link through our website or fb event.

I even tried setting up a new event to see if that would work, but Event is no longer an item type to set up.

The customer who found the event was adding shipping mentioned that the check-out experience has changed.

[Pacifictextile]

This is happening to me also - totally out of the blue all my events are charging $10 shipping.  Events have no option to turn shipping off either.

[Jim_TheLazyFrog]

Likewise. I had a number of 'checkout links' for items that were just for things like deposits and session prepayments. Now they have all transformed into 'Payment Link' with a type of 'Shipping' (you can see this on the Payments & Invoices -> Orders screen on the dashboard).

I can find no way to remove the Shipping property. If you select 'update fulfilment method' from the '...' menu on the item in the Item Library, I get this - Shipping isn't selected! And no 'digital' or 'other' option to use in place of shipping.

We've also noticed that our new order notification emails, which used to capture all the checkout flow information and come with an order number, have now been replaced by 'payment notification' emails which contain little useful information.

I suspect this has all happened as part of the recent "New Payment Link Experience" that Square has rolled out, but - as usual - it's problematic.

Also, every time I call or contact support, it's an excruciating experience. Trying to get the support agent to even understand the problem statement is a real saga, if you get a response at all. I've had to pester our account manager to try and get things resolved.

It's a real shame, because when it works, it works well - but when it breaks, it's a disaster.

[Pacifictextile]

same problem here

After phone call . solution was to make shipping amount zero ... could not turn off shipping

Found in PAYMENTS AND INVOICES

PAYMENT LINKS

SETTINGS

GENERAL ...and at the  bottom under  FulFillments

[Jim_TheLazyFrog]

Yes, I've done that too but the customer still gets asked to fill in delivery details on non-physical items.

I've found numerous other problems as well. I have multiple locations and despite the 'payment links' settings page having a pull down to select the location for payment links, it doesn't work! It always goes back to the first in alphabetical order.

Also, we don't get meaningful order notification emails any more - just payment notifications missing all the important custom fields metadata...see image below. On the left is what we used to have, with all the item options (duration, pick up location, etc.). On the right is just the plain payment notification, so instead of the order being immediately actionable by all staff who see the email, this can only be actioned by staff at the location as it forces staff to go into the order list in their location POS to get the details.

It's an omnishambles to put it kindly.

[Pacifictextile]

Event item is now adding shipping

My event items are suddenly adding $10 shipping at the checkout.  Is this a glitch in square?  Since Event items have no fulfillment option or way to turn shipping off.  Please advise ASAP thank you. 

[_Violet]

Hi all @Pacifictextile @lisa_n @Jim_TheLazyFrog - Thanks for reaching out to the Square Community.

I confirmed with the Square Online Team this is a result of some recent changes we made to Payment Links on November 5th. For now, single free or flat-rate shipping rates will apply across all Payment Links, regardless of item type. Here is some additional information on the change:

As of November 5, 2025, payment links used to sell catalog items have been automatically upgraded to a new version. Current payment link URLs will continue to function as is, but certain features will no longer be available for both existing and newly-created payment links. Here is a breakdown:

• Shipping rates: Order value-based or weight-based shipping rates will no longer be supported. You can still set a single free or flat-rate shipping rate in your payment links general settings that applies across all payment links.
• Pickup fulfillment and taxes: Square Websites pickup and tax settings will no longer apply. Instead, you can manage pickup and tax settings for payment links independently in your payment links general settings.
• Coupons: Coupons created in Square Websites will no longer apply—only those created in Square Marketing will be accepted. You will need to recreate any of your website coupons as marketing coupons to make sure they continue to work.

I hope this information is helpful, but please do let me know if you have any additional questions.

[lisa_n]

So is this going to be fixed for events? Updating all payment links to put on our flat shipping rate makes no sense when events have no shipping. And having us set our shipping rate to free also makes no sense as we need to charge shipping on items we do ship. It is making for a very bad customer experience.

[Jim_TheLazyFrog]

Honestly @_Violet, you have some nerve marking your response as a solution. It is not a solution at all!

Setting shipping fees to zero does NOT solve the problem. Customers still get asked for a delivery address - they shouldn't need to enter one! Also, the order gets marked as a 'shipping' type in the dashboard, and we can therefore only mark such items as "in progress" or "dispatched". There's nothing dispatched and we don't want customers getting automated emails about their order being dispatched as that confuses them and makes us look like clowns.

There are also numerous other issues with the new payment links system that I mentioned in my earlier message in this thread.

So instead of directing us to some impersonal email alias for the payment links team, why don't *you* take proactive information to engage with them. It shouldn't be our problem to solve!

Frankly the quality of support (phone, email and on here) is exactly why I refuse to migrate more of my business critical functions eg. appointments, to Square - when it goes wrong, getting meaningful and timely help is nigh on impossible.

[Pacifictextile]

To community moderator

Can you address the issue of the change in email information being sent as addressed by @Jim_TheLazyFrog 

We also need to have the information that was previously sent to be the default.,

[Pacifictextile]

You can also email our Product Team with any feedback you may have at [email protected].

When following link noted above ... the email bounced .....

I concur with Jim_TheLazyFrog's comment that SUPPORT IS HORRIBLE

[_Violet · Accepted solution]

Hi all, @Pacifictextile @lisa_n  I appreciate your patience here.

I escalated this further to our Payment Links Product Team, as it didn't seem correct to me that this was expected behavior, due to the changes with Payment Links. The Product Team just informed me this morning this was actually a Bug, and has since been resolved. Your Event Payment Links should no longer include shipping, but please let me know if you're seeing differently, and I can let the Product Team know.

@Jim_TheLazyFrog I'd like to make sure you've seen our Community Code of Conduct. We ask that members be respectful and collaborative, and approach interactions here from a place of curiosity. In this post, your response to me does not fall within these guidelines.

We know that sometimes tone can be misconstrued in online interactions and we want to make sure that The Community is a collaborative environment where anyone can ask or answer a question and expect a respectful response. While it's okay to be frustrated or disagree, please keep these guidelines in mind during future interactions and posts.

We use the "Best Answer" to make responses from Community Moderators visible for all Sellers who may come across a thread or are looking for an answer to a question. We can always edit these later on if new information becomes available or if our answer is outdated. I'm going to go ahead and mark my new reply as the Best Answer to this thread for visibility.

Thank you for your attention and understanding.

[Jim_TheLazyFrog]

@_Violet Our payment links for non-physical items are still asking customers for a delivery address, so I am not sure the bug is completely fixed. As to your other comment, you say "it's okay to be frustrated or disagree" but there was no ad hominem attack in my earlier post, so I don't see any issue there re. the community guidelines. Feel free to email me directly and take any further discussion on that point offline so as not to put noise on the forum.