New Unit Cost not recording

[HAD]

Hi, I entered a bunch of new products through the Point of Sale last week but when I exported the inventory report this week, the unit costs for these items were not in the report.  The unit costs are not being recorded consistently, usually see this issue with products we entered thru the Point of Sale.  Is there a fix? 

[MayaP]

Hi @HAD, I am sorry to hear you are running into issues with unit costs and I would be happy to take a closer look. Just to confirm, are you using the Retail mode through the Square Point of Sale app to enter unit costs? If you can, please share a screen recording/video of how you add them, as that will really help me understand what is happening. Be sure to tag me so I see your reply. Thank you.

[HAD]

@MayaP everytime I am available to reply to your email, I'm not at the POS.  So I am not able to record how I added the items.  From memory - create item (add sku or GTIN, description, etc.) ---> manage inventory---> receive inventory # ---> add unit cost and unit price.  This happened again to an item I added last week.  I exported the inventory report and sure enough the item name, gtin, price all present but the unit cost is missing.    

[MayaP]

So you are manually adding the item from the app or Dashboard? What items are missing unit cost in the export? 

@HAD 

[HAD]

@MayaP This item I added this past week 

Reference Handle	Token	Item Name
#oc-raw-chicken-necks-2lb--regular	KFAQWBSBXDMCBUQAY5XSGAEJ	OC RAW Chicken Necks (2LB)

[HAD]

I added the item from the app

[HAD]

@MayaP and these were the items added the week before last.  I believe this issue has been on going for a while.       

Reference Handle	Token	Item Name
#farm-hounds-beef-heart-4oz--regular	SO4R65C2CBNCZZOBKPND6P4W	FARM HOUNDS Beef Heart (4OZ)
#farm-hounds-beef-jerky-3-5oz--regular	B6DP4K4PKF4MEXYOPTRCFLMT	FARM HOUNDS Beef Jerky (3.5OZ)
#farm-hounds-beef-liver-4oz--regular	QPSBHZAS4CHB3GGANIDWERTT	FARM HOUNDS Beef Liver (4OZ)
#farm-hounds-chicken-gizzard-sticks-4oz--regular	MA3HGNXACPMEEAYJWYM3JAFR	FARM HOUNDS Chicken Gizzard Sticks (4OZ)
#farm-hounds-duck-strips-4-5oz--regular	FI2PWFZADXDLDIGL3N35OPHH	FARM HOUNDS Duck Strips (4.5OZ)
#farm-hounds-pork-jerky-3-5oz--regular	VZRQEFN6GBZCOXVHHFUCDQIC	FARM HOUNDS Pork Jerky (3.5OZ)
#farm-hounds-turkey-gizzard-sticks-4oz--regular	4LTITCU2HTFGLAJATT75NZUV	FARM HOUNDS Turkey Gizzard Sticks (4OZ)
#farm-hounds-turkey-jerky-3-5oz--regular	2H4JRWX3QHWCME2FJ6OAELFQ	FARM HOUNDS Turkey Jerky (3.5OZ)

[MayaP]

When I look at your Dashboard, I don’t see any unit costs attached to any of those items. It seems like they aren’t saving when added through the app. Whenever possible, if you could share a quick video or some screenshots of what you’re doing in the app, that would really help me figure out what’s going on. In the meantime, I’d suggest adding the costs directly through the Dashboard.

@HAD 

[HAD]

@MayaP I appreciate the reply. I'll record a video or take screenshots of our process in the app next time when I can.

I do need to stress how critical it is for this feature to work correctly within the app. My team uses the app for all daily operations, including managing inventory and updating unit costs on a weekly basis. They don't have access to the dashboard, so relying on it as a workaround is a significant inconvenience and disrupts our standard workflow.

This isn't the first time I've run into issues with updating unit costs. I've been a Square user since 2019, and these persistent problems with the unit cost feature are becoming increasingly frustrating. I'm hoping we can find a permanent solution soon so my team can manage inventory efficiently directly through the app.

[MayaP]

I completely understand how frustrating this must be, especially since your team has relied on the app for all operations for so long without Dashboard access. I really appreciate you offering to share a video or screenshot—that will be a big help. I’ll get this escalated so we can work toward a solution, and I’ll keep an eye out for your reply!

@HAD 

[HAD]

@MayaP Hi, I have a file of recorded process for two items we entered via the app last week.  I had just exported our Items List and the Default Unit Cost for these two items are empty.  The two items are 1. OC Raw Chicken Necks, unit cost should be $9.11 and 2. Farm Hounds Beef Hearts, unit cost should be $11.24.  The more I look at the data, the more I realized that the unit costs probably haven't been saved since the beginning of 2025.   How do I send you the MOV file?

[MayaP]

Thanks for letting me know. Try signing out and back into the Seller Community, then click the camera icon to upload. If that doesn’t work, you can try these steps I found through Google:

https://www.youtube.com/watch?v=0Q3k0f9jzaM&t=83s

@HAD 

[HAD]

@MayaP 

https://drive.google.com/drive/folders/1fF2r9fTv0JmIOUIBSACZZCTSfP5Zc9n3?usp=drive_link 

[MayaP]

Thank you! The video was helpful. I escalated this and filed a ticket with the engineers. Typically, it will be handled by our Application Support Team, who will take over and keep you updated until it is resolved.

Please note that sometimes it takes a little time for the team to investigate and determine the cause. If you aren’t hearing back regularly, it doesn’t mean the issue isn’t being worked on—just that they don’t have a solution yet. I like to share this so proper expectations are set.

The case number for this ticket is Case 111193384. Thank you for flagging this and working with us to resolve it. If you need anything else, please let me know.

@HAD 

[MayaP · Accepted solution]

Hi @HAD - Thanks for waiting. I see our team reached out via email. They confirmed that unit costs can only be entered using Retail mode. It looks like you are currently using the standard mode. To switch modes:

1. Tap ≡ More > Settings > choose the current mode.
2. Find a new mode in the list available > tap Switch mode.

I hope this helps! If you still need assistance, let me know.