Unable to print receipts from Square KDS "receipt cannot be printed for Point of Sale orders"

[LeonL]

The title of this thread has been edited by a Square Moderator from the original: Square KDS "receipt can not be printed for Point of Sale orders."

My kitchen prep KDS is connected to a receipt printer. I want it to print a merchant copy to staple with the order. I have a printer profile with receipt enabled, and when I try to press print through the KDS, it prompts an error "Receipts cannot be printed for Point of Sale orders." But if I change the printer profile to print order tickets and press print through the KDS, it works fine. The problem is the order ticket isn't exactly a receipt and doesn't have the total on there. Help much appreciated.

[_Violet]

Hi @LeonL 👋 Thank you for your first post and welcome to the Square Community! 🎉 My name is Violet and I'm one of the Moderators here. I'm happy to help you with this.

Based on what you've described, it sounds like the KDS is only equipped to print order tickets and not receipts. Have you tried initiating the print of the receipt from your point of sale, instead of the KDS, to the order ticket printer? If not, could you give this a try and see if you're able to print the receipt successfully?

I'll keep an eye out for your reply!

[LeonL]

Hi @_Violet , thank you for the quick reply!

I tried printing the receipt from my POS at the front register, instead of the KDS, to the order ticket printer. And it was able to print the receipt successfully. FYI, The KDS and the order ticket printer are right next to each other in the kitchen. Currently the printer is connected via ethernet. I've tested USB and ethernet cable, and both methods were able to print the test receipts and order tickets. But the KDS still has trouble printing the actual receipt when pressed through the KDS touchscreen app.

If I assign the printer with 2 printer profiles, one for order ticket and one for receipt. When I press print through the KDS app, it will give me two options to print either the order ticket or receipt. The order ticket will print fine, but the receipt will still give me an error. I've tried testing with another receipt printer, it prints the order ticket, but the KDS still has trouble printing the receipt. A bit troubling.

Thank you,

Leon L

[_Violet]

Thanks for testing this out, @LeonL ! All of this information is certainly helpful 🙂

It sounds like our KDS may not be equipped to print receipts, but allow me to check in with the KDS product team so they can confirm whether or not this is expected behavior.

I'll let you know what I find out! Appreciate your patience in the meantime 🙏

[LeonL]

Thank you!

[_Violet · Accepted solution]

Hi again, @LeonL

The KDS Product Team just got back to me. They've confirmed that this is indeed expected behavior for Square KDS. Only receipts for online orders can be printed directly from the KDS.

As a workaround, you can still initiate the printing of the receipts from your Point of Sale, like we talked about earlier. Although, I realize this may not be super convenient for you and your team.

I'm sorry to be the bearer of bad news on this one 😞 but I appreciate your understanding.

Please let me know if I can help you with anything else,

[LeonL]

Hi @_Violet ,

Thank you for confirming! I will use the workaround to initiate the receipt printing from the POS when an order comes through. I appreciate your help!

Thank you,
LeonL

[_Violet]

You're welcome, @LeonL ! Always happy to help 😊

I really appreciate you being receptive of the information and workaround on this 🙏