Customers not staying attached to New Sale

[liveedgedetroit]

(There is an old thread that is showing closed with this same issue.  I can't inquire on that thread, as it's closed, so I'm starting a new one here. Apparently that one was resolved with a "bug fix" but I have done all of the updating and we still have the issue....)  Our issue is:   

When we add a customer to a sale, only SOMETIMES does the customer stay attached to the sale.  It seems to be hit or miss, we can't figure out why sometimes they stay attached, and sometimes they mysteriously disappear off of the sale.  We add the customer to the New Sale, then add the items, check them out and then when we go back, sometimes they're still attached, and sometimes they are not.   The customer info saves to the directory, but the customer is not attached to the sale. We have updated the iPad iOS and square to the latest versions. We use the regular square POS.

To answer the obvious, yes, we are adding a customer to the sale when we take an order.

When we take an order, we add items to the ticket and then add customer and collect first name, last name, phone, and email. Then take payment and close the sale. At the end of the sale we are given the choice to email or text the receipt to the customer we created, but after, there is no customer attached to the sale under transaction on the iPad nor the dashboard. This has been going on for weeks now.  Please help!

[Sammie_C · Accepted solution]

Hi @liveedgedetroit, we appreciate you reaching out.

When you have a moment, do you by chance have a link to the other post you mentioned?

As well as, are these sales in-store only, or is this occurring with any online purchases too? Any screenshots of the affected sales would be helpful as well. Feel free to send those screenshots over direct message, if there is any personal information listed.

Let us know and we can take a further look into this.

[liveedgedetroit]

Hi  - here is the link to the other forum post: https://community.squareup.com/t5/Troubleshooting/Customers-not-attaching-to-sale-PLEASE-HELP/m-p/63...

Currently just happening with In-Person sales, as we do not take online orders.  We do have invoicing set up, which I can check to see if those customers are dropping off... but definitely happening daily now with the in-person sales.  

How do we send images via direct message? 

Thank you.

[Sammie_C]

Thank you for that information, @liveedgedetroit!

Feel free to follow these directions on how to send an image via direct message:

1) Hover over my name by my profile (Sammie_C) and once you are prompted with a small menu, Click on "Send Message."

2) Once on your Inbox page, you will want to click on the little blue square with a pencil in it. This will open a New Message.

3) Now you will want to enter your Subject Line and Message. To add a photo or image to the message, you will just want to click the camera above the Message. From there you will select the image you want to add. 

  

4) Then click "Send Message" once the image is attached.

Feel free to send any images of orders you are having difficulties with, and I can take a look!