Order pending

[NickHunter]

Morning all. I have just installed 4 restaurant terminals and for handheld point-of-sale devices into my pub, yesterday we tested the order at Table using the QR codes, I placed an order processed it all fine payment was taken from my bank but the order is in the system and is showing as pending, there doesn't appear to be anything I can do to change this. I spoke with the helpdesk yesterday and indeed on Sunday and I've had four conversations so far no one is able to clear this payment is still showing this taken from the bank. Can anyone help?

[Breffni]

Hi @NickHunter, thanks for flagging this. 

Where are you seeing the order as pending currently - Square Terminal, Point of Sale app or Square Register? 

You would be able to track/mark any self serve orders within the orders section of the Point of Sale app or Square for Restaurants app (depending on which you are using) or the Online Orders section Dashboard.

They will appear in both places. I hope this clarifies things but please let me know if not. 

[NickHunter]

Hi Alegra.

I am not able to see the orders any of the devices, the restaurant terminals are not showing it the handheld terminals are not showing it I can only see the order if I go into the dashboard and click on online and then orders and it's showing as pending, there are no ways that I can see to change it from pending

[Breffni]

Thanks for your reply @NickHunter. When you click into the order on your Dashboard, you should see a blue button on the top-right hand corner where you can mark the order as complete.

If you are not seeing this button, please try the following troubleshooting steps and see if they would help:

• Make sure your browser is up to date.
• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome.

The order will appear in the Order tab on your Square Point of Sale app or any other devices you are using as well. Please make sure that in Settings > Orders > Alerts, you've enabled notification so Square can send a pop up notification whenever a new order is place.The same blue button to mark order as in progress or completed will also be shown in the app.

If you are not seeing the orders in the app but they are visible on Dashboard, please check that you don't have more than one location. If you do, it's likely the orders may have gone to another location. In that case, please go into Account & Settings > Business > Location and select "All Location" at the top. You will need to reactivate the location linked to your Square Online site so you can sign out of the Point of Sale app and then sign back in in order to select the right locations with all the orders.

I hope this helps, if you are still experiencing an issue, please don't hesitate to contact our Support team directly.

[NickHunter]

To that what I was published what the problem is we have two locations one is inactive the other is active but for some reason the online website has created itself against the inactive location so none of my tills all my screens have been notified of any orders placed because it's pointing to the wrong location, we're just trying to get Square now to sort that out for me and hopefully that will be solved, thank you for your time anyway much appreciated