Customer details missing on export to Craftybase

[innoScent]

Hi...I'm looking for some help on exporting orders. I use the inventory/bookkeeping software Craftybase. At present my orders are automatically exported from Square.online into Craftybase on a daily basis. This has worked perfectly with one exception. The customer names and addresses are not importing with any of the orders. Any orders placed with Etsy automatically import into Craftybase with the customer names and addresses included. The only orders missing customer names and addresses are those placed through my square.online website. So I guess my questions are:

1/ do you also use Craftybase?

2/ if so, have you had the same problem?

3/ and were you able to resolve it?

I've been happy with square.online with the exception of this particular problem but unfortunately if a resolution cannot be found then it is a deal-breaker as I do not want to have to enter these details manually with every order so I'm really hoping that there's a fix 🤞🏼

[Breffni]

Hi @innoScent, thanks for flagging this here. 

I'm sorry to hear of the impact this issue is having with your Square Online experience. 

I had a look and Square doesn't have a direct integration with Craftybase at the moment. This means that Craftybase have built and manage the integration that is available. 

I had a look through the Seller Community but I couldn't find the answers to your questions in any previous posts. 

I would suggest double checking that the two systems are connected properly firstly by following the guide on their website, if a step was missed it could be causing some data to not pull through. 

From there, the next step would be to reach out to Crafybases' support team directly. Since they manage the integration, it's possible they've come across this before. Hopefully you'll be able to get everything working correctly. 

[innoScent]

Hi Alegra, 

Thanks for responding 🙂

I contacted Craftybase first and they had a look at the import process. Since my post here I've heard back from Craftybase and it turns out they had contacted you guys directly and this was your response to them:

"Thanks for providing those order IDs! I looked into them and saw that these are actually being made through the client's Square Online store. Currently, Square Online orders do not always expose the customer_id within the order's API response. We definitely recognize that this isn't an intuitive experience, especially in cases when the Square dashboard shows an associated customer but the API does not. Having information parity across both Square Online and our APIs is something we're actively working on improving."'

Unfortunately, Craftybase had listed Square as one of their integrations which was a key factor in choosing you but it looks like they didn't mean the website at Square.online. 

I'm going to see if I can find a temporary workaround but I do need to know if/when this issue might be resolved together with a timeframe. If it's not a priority for the tech team then that's fine but it does mean that unfortunately Square isn't a great fit for me. There are more website providers available than low-cost inventory software of the kind that my business requires. All a bit frustrating as I'd thought I'd researched it pretty thoroughly but hey ho. Please let me know whether this is likely to resolved soon.

Many thanks,

Lisa

[Breffni]

Thank you for sharing the response from Craftybase, Lisa and for sticking with us. I'm sorry to hear that there isn't a resolution for this particular issue right now.

Unfortunately, there isn't a timeline I can share here with regards to improvement around Square Online store integration with the Orders API, but I've shared the feedback with our API team as well.

In the meantime, while orders from Square Online site can't be export into Craftybase, you can still manually export them into a CSV file.

Let me know if there's anything I can do! @innoScent