Time stamp on pre-authorized open orders

[Getonthebus]

So I have noticed on our pre-authorized open orders that the tickets are opens under one time stamp yet the first item isn't added to the ticket (time stamp) until about 30 minutes later. And no, this isn't on just food that was prepared and served 30 minutes later, this is on beverages that were delivered within minutes of opening the order. And don't get me wrong I LOVE the time stamp feature on our open orders. Just very odd actual time stamps.

[Sammie_C]

Hi @Getonthebus, thank you for your post on the Square Community!

Would you be able to provide a few more details on your workflow and when you are seeing this exactly? If you also have a photo or a video, that would be great as well. Feel free to send it over a DM to me, if there is any personal information visible.

Once we have this, we can take a deeper dive into this for you.

[Getonthebus]

Just sent you a screenshot of a pre-authorized order with this info. 

-jls

[Sammie_C]

Great, I got it! Thank you for sending that, @Getonthebus. I am reaching out to our Operations team to take a look. As soon as I hear back, I will respond here.

[Sammie_C]

Hello again @Getonthebus, I wanted to send over an update that I am still waiting to hear back on this. As soon as I know more, I will reach back out here.

Please let me know if anything on your side changes, as well!

[Sammie_C]

Hi @Getonthebus, I just heard back from our Operations team. They said that things appears to be working as intended.

They mentioned that you are able to determine at what point you want to pre-auth an order and when to add items. The actions determine the time when they are shown. If you don't want to pre-auth until you add items, it is not required. 

Just to clarify to make sure we have this correct, do you think the time of the pre-auth is incorrect or the time listed for items added?

[Getonthebus]

We never pre-auth unless we are actively taking an order. We are 98% walk up service so when a guest walk ups to order - we take the order and give them the total - then the server asks if the want to open a tab or just pay in full. If they choose to open a tab, then we pre-auth the card and move forward with the initial order. All of this happens together, no delay.

Just popped over to my dashboard and opened a completed order that was a pre-auth and now I am seeing what my confusion was... The initial pre-auth with the purchase isn't showing what was purchased initially BUT it is showing on the list at check out when we complete the order. (Screenshot of ticket attached.) The initial purchase of a Corona and a Michelob Ultra aren't listed at 6:08 when the order was started. There is where my confusion was happening... Hope this makes sense.

[Sammie_C]

This does make sense, @Getonthebus! Easy mix up.

So just clarify, no issues going on here, correct? Wanting to make sure everything is resolved for you!

[Getonthebus]

No issues at all!

But... now that I have opened the can of worms...should the initial items ordered be showing on the ticket in the timeline. (And just to remind you... I LOVE BEING ABLE TO SEE THE TIMELINE!)

-jls

[Sammie_C]

Great to hear! We totally understand, @Getonthebus. I reached back out to that corresponding team to double-check that for you and I am again waiting to hear back. Will keep you posted here!

[Sammie_C]

Hi @Getonthebus! Our Operations team was needing a bit more clarification on your question. Could you provide some additional details, please? Some screenshots may be helpful as well!

[Getonthebus]

ok - Peek at the order that was run on 4/12/2025. Her tab was started at 9:27 But a product is not shown as  being added at 9:27. A Supreme Pizza was added at 9:41. Ice Cream was added at 9:45. Pineapple Juice was added at 9:55. Payment was taken at 10:09. Wings and ice cream were updated? at 10:09. 

In the listing of items that were purchased are Fried Pickles... but you never see them on the order history. They were the first thing she ordered at 9:27pm. 

Yes, I know - this is not a deal breaker by any means. 🙄 It is just me being a nerd wondering why the initial items ordered when running a tab aren't showing up on the history. 

[Sammie_C]

Thank you for your patience on this, @Getonthebus! I just heard back from our Operations team and they said this may have just been a one-off. They said that if you end up seeing this pop up again to definitely let us know!

[Getonthebus]

Will do! And thank you for looking in to this.

-jls

[Sammie_C]

You are welcome, @Getonthebus! Keep us posted if anything else comes up. Have a nice day!