Hey @lidsbargrill. I know of no way that a ticket can be deleted once it has been saved and/or sent to a kitchen printer. Voids or comps would be required, and like you said those would leave a trace to follow. This means that if this is really happening there is a bug in your POS somewhere. But, wow, it is a pretty obscure one!
If you use a physical printer, I’d recommend keeping printed kitchen tickets around while that person is on shift. Then you’d have a ticket number for Square to check into. If you use a KDS, then don’t clear the closed tickets on it so that you can recall it and take a screen shot for the same purpose.
Also, once you see it happen, it might be helpful to send a POS support ledger to Square for evaluation. You can do this from your POS at More > Support > Send support ledger. After you send it, call support and let them know what happened and what you sent so they can open a trouble ticket. Hopefully, you’ll also have your supporting kitchen checks/screen shots for them to use to track this down.
Good luck!
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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