Orders now flowing automatically to POS printer

[Sumtin2Eat]

Situation:

4 Brands, 1 Location.  (2) are full service been operating over 2 years. Launched (2) Ghost/Virtual brands with 3rd party. They all use the same printer profile and print to same printer in kitchen.

Problem: the (2) ghost brands show up on order but aren't automatically flowing to the printer even though they are on same profile.. This has caused orders to go unfilled.  

Any suggestions?  Called square for support about 4-5 times and still no resolution. 

[Ellie_]

Hi there, @Sumtin2Eat,

Thanks for the detailed explanation, I understand how frustrating it is when orders don’t print automatically, especially with multiple brands running under one location. Let’s walk through what might be happening with the two ghost/virtual brands. Even though all four brands share the same printer profile, there are a few Square settings that commonly prevent virtual-brand orders from auto-printing:

Square requires that each category or item is not only assigned to the printer profile but also enabled under the specific device’s printer settings. Sometimes new virtual-brand items don’t inherit the routing settings, even if the profile is shared.

For third-party and virtual-brand orders, Square sometimes classifies them under Pickup, Delivery, or Online Ordering fulfillment types. Each fulfillment type must be explicitly connected to the printer profile. If those toggles aren’t active, the order appears on the POS but doesn’t print automatically.

I know you’ve already contacted our support multiple times, I’m here to help you get this resolved quickly so every order hits the kitchen automatically. Please let me know when you’d like to troubleshoot this together!

[tomven]

Hi @Sumtin2Eat,

Ellie’s advice is spot on! A couple of extra things you could check if you're still having issues:

Device-Level Printer Settings

On each POS device, go to:

1. Menu > Settings > Hardware > Printers > [Select Printer]
2. Under Fulfilment Types, make sure Pickup, Delivery, and Online Orders are toggled ON
3. (Repeat for all devices)

Item Routing

In your Square Dashboard, navigate to:

1. Settings > Printers > [Printer Station]
2. Under Categories and Items, ensure all ghost brand items are assigned to the kitchen printer
3. New items may default to 'No Printer', so manually map them if needed
4. Click Save to apply changes

Assume you're not using any third party integrations?

Running a quick test order for each brand can help confirm if it’s a routing or fulfilment issue.

This guide for printer setup may also help: https://squareup.com/help/au/en/article/6133-set-up-printer-stations.

Hope this helps!