Future-date pickup orders no longer printing automatically to kitchen printer

[cbstl]

Our shop does a lot of pre-order pickup business. Up until recently, all of our online orders and pickup orders with a future date taken on the in-store POS would print automatically to our kitchen printer. Now, only online orders are printing to the kitchen printer, but future-date pickup orders taken on the POS do not print automatically to the kitchen printer. We rely heavily on this functionality to keep track of all of our orders.

In the printer profile, if I enable In-person Order Tickets, pickup orders taken on the POS will automatically print to the kitchen printer, but so will all other in-store transactions based on my testing of that setting, so that doesn't work because we don't want a ticket printed for all of our immediate walk-in business too.

Did Square change the way this works? If so, why? The printer profile needs to have a setting that will automatically print only the in-person order tickets that have a future fulfillment date. That's the way it used to work until very recently!

[wheatleyfarms]

Hi @MayaP, 

Here's a screenshot of the printer profile. We did try recreating and reassigning it already but no change:

Any orders made from the Square Register will print as expected. However, any scheduled pickup orders made from the Square POS app will no longer print. Before two weeks ago, using the same printer profile settings as above, any future-dated pickup orders made from the Square POS app on iPads would print automatically to the printer connected to the Square Register. 

I can't say for sure, but this issue seems to coincide with the introduction of the "Modes" setting under Device management. The functionality we've been used to for years stopped working when that was introduced. 

[MayaP]

Hey @wheatleyfarms  — happy to get this escalated to our engineers for a closer look. I do need to file a separate ticket for each seller affected, so could you send over the serial numbers for both the main device and the customer display? Thank you!

[MayaP]

Our team has asked us to file a ticket for this, but I want to clarify a few details first. Since this was posted under the Square for Retail board, are you currently using Square for Retail or the standard Square Point of Sale app? Also, could you let me know what app version you’re running?

@cbstl @wheatleyfarms 

[cbstl]

@MayaP - Yes we are using the Square for Retail app (not the standard Square POS app) and we are on version 6.65w. 

[MayaP]

Thank you! I tried looking up this information on my end but wasn't able to find it. Could you please provide the serial numbers for both the main and customer displays of your Register?

@cbstl  

[cbstl]

@MayaP - We don't use Square Register. We use a Square Stand with a Gen9 iPad.

[MayaP]

Apologies for the confusion—I was mixing up your Wheatley Farms devices. 🙃

I've gone ahead and filed a ticket and escalated this to our engineering team. I'm really sorry for all the back and forth, but I'm glad it's finally being addressed. A member of our Application Support team will be reaching out to you directly and will take it from here. That said, I’ll also keep an eye on the ticket to make sure it’s being actively looked into.

If you need anything else in the meantime, feel free to reach out. Thanks again @cbstl!

[MayaP]

Hey @cbstl  just checking in—our team is still actively investigating the issue. Once they have a solution, someone will reach out. I really appreciate your continued patience! 

[cbstl]

Thanks @MayaP - We did get a note from Square Application Support letting us know the case number and that it's being investigated. They are also planning to follow up when they have more info for us.

[MayaP]

I appreciate the update @cbstl! 

[cbstl · Accepted solution]

Hi @MayaP - I just wanted to let you know that the ticket has been resolved and the Square engineers have fixed this issue. Future-date orders taken on the POS are now printing automatically to the kitchen printer like they were before. This post should probably be changed to the "best answer" for anyone looking at this thread in the future, since the current "best answer" indicates falsely that there wasn't a problem.

[MayaP]

Hey @cbstl — I’m glad to hear this has been resolved! 🙌

I’ve marked this as the Best Answer and am coordinating with the Community Moderator to remove the previously selected one. Thanks again for your continued patience and understanding throughout this process.