new "upcoming" orders not printing right away

[damnfinepizza]

So over the last two days, we noticed our new online orders coming though with the  "upcoming" status label. It started in the middle of service on Wednesday (thanks for the heads up weebly!) and the order tickets were not printing when the order came through. Eventually the order would bounce to "new" status and then print the ticket. THIS FEATURE IS HORRIBLE and DOES NOT WORK for the way our business is set up. We need to see ALL the tickets so we can accurately project wait times for walk up (in-person) customers as well. Without being able to see beyond the next 45 min. of service, I am not able to work out the wait times, etc. 

PLEASE tell me there is a way to turn off this feature?? Last night is was on for the  entire night, and made  it extremely difficult. 

[BernadetteA]

Thanks for reaching out @damnfinepizza and welcome to the Community. 

I'm sorry to hear you had a difficult time with your orders. I can see how it would be useful to know all of the orders that will be expected for the day. 

I believe the ticket is placed in "upcoming" status if you have a prep time setup. The order should move to "new" once it is in the appropriate time frame. 

You can view/print all of your tickets, regardless of status, from the Orders page in Square POS. 

[damnfinepizza]

Thanks for the quick reply @BernadetteA . Yes, we have been manually printing the tickets from the Orders page as they come in, however this does not stop a second (duplicate) ticket from printing once the order hits our prep time window, and is very frustrating for the busy kitchen staff to have to sort through the duplicate tickets all night. Any ideas on how to turn that off?

Also- it is absolutely necessary due to the nature of our product (wood fired pizza) that we have the prep time to pace out the orders. Not sure if there is a workaround for this. We cannot simply remove the prep time because it is also important to set (and meet) the customer's expectations re.  pickup times... Please let me know if you can think of any alternate solutions? 

thanks!