New Items Made in POS Aren’t Automatically Showing on Square Online (Item Default Bug?)

[dokidoki]

Hi there,
I’m hoping someone can clarify whether this is a known issue or help escalate it.

We’re using Item Defaults so that any new item we create is automatically assigned to our Square Online website. Our defaults are configured correctly under Channels and Site Visibility. When we create a new item using the web dashboard (Item Library), the site assigns automatically so no problem there.

The issue:
When creating new items directly in the Square Retail POS app, those same defaults do not apply. Every new item shows:

Assign to site(s): No site(s) selected

We then have to manually edit each item and toggle our website on. Since we often receive and create hundreds of new items at a time, manually fixing them one by one is extremely time-consuming and defeats the purpose of Item Defaults.

According to Square’s official documentation:
https://squareup.com/help/us/en/article/8289-configure-item-default-settings

“You can set defaults so that new items are automatically assigned to online channels…”

So based on the documentation, the POS app should be applying these defaults but is not.We already contacted Support, but they were not able to provide a solution. 

Screenshots attached show:
• Our Item Default settings with our online site selected
• A brand-new item created in POS showing no site selected

This appears to be a bug specifically in the Square POS app, since the dashboard behaves correctly.

Could this be escalated to the product/engineering team? @tranguyen 
Or does anyone know of a workaround so that items created in POS inherit the online channel automatically, as documented?

Thank you — this would save us a huge amount of time.

[DinaLRosenberg]

So interesting.. we never ever use the app- just web dashboard. Hope you get resolution!

[dokidoki]

Thanks! I'm hoping to get some eyes on this because it's a pretty critical bug! And Support was absolutely no help, they said this is a Feature Request lol 

[dokidoki]

Bumping because I really need answers for this, it's creating such a bottleneck for us! 

[dokidoki]

@Sammie_C I'm not sure if you're the right person to tag but can you get someone to help me troubleshoot this? 

[Sammie_C]

Hi @dokidoki, thank you for the tag!

I reached out to our Account Services team on this and they said that there are known differences when creating an item on the POS vs the Dashboard. Due to this, items created on the POS will only have POS defaults when created, and will need to be managed on the Dashboard afterwards to ensure the items are visible where exactly you want them to be. 

I hope this helps a bit. If not though, please let me know and I can see what other information I can get for you!

[dokidoki]

Is there a way to set up POS defaults at all? That's a lot of work for me to go to the Dashboard after the fact and toggle on every single item Sales Channel to be Online. This wasn't how it used to be! I have always received my inventory using our POS system so this change is new. 

[Sammie_C]

I understand, @dokidoki. I had our Account Services team take another look and they said that you are right, that there may be a bug occurring. As they just double-checked everything on their side on your account, and it is set up as it should be, so they are not sure why it is not working as intended.

I will go ahead a file a ticket with our Engineering team on this to look into this further for you. Before I can submit that, could you please send over a few specific item examples that didn't have the defaults applied? 

[dokidoki]

Oh my goodness I'm so grateful. It would help so much if this was fixed! 

Here are a few specific item examples that didn't have the defaults applied: 
Laid-Back Camp, Vol. 15
Cute Fantasy Art Class (Paperback)
Polymer Clay for Beginners (Paperback)

Is there a way to get an update on the ticket and if it will get fixed or not? Thank you! 

[Sammie_C]

Happy to help! I can definitely keep you updated on this as soon as I have updates from our Engineers.

Another quick request, would you be able to send over links to these items, please? That way our Engineering team can find them directly.

[dokidoki]

Thank you Sammie! How do I send links to items from my Item Library? I can send website links but I don't know if they need to see the items in their original state or if it's okay for me to manually edit them so they show up on my website. 

[Sammie_C]

Happy to help!

If you could send the website links that are available, that would be great! But feel free to manually edit just one of them and send it over, that way our Engineers can take a look at all three and see the differences.

[dokidoki]

Hi Sammi, I just wanted to follow up on this as this issue STILL exists. Item defaults are still not being respected when creating new items in the Point of Sale app. It's such a major bug and I can't find anyone to help me. Can you please help me get support in solving this? 

[Sammie_C]

For sure!  I am sorry to hear this is still occurring. As per the last message I sent over, do you have any links you could send over, or even screenshots of the items impacted by this issue?