Email Notification on Online Orders, etc.

[orik]

On January 1, 2020 we stopped receiving email notification when online orders are received via the square online store. Square support is useless and I was wondering if others are experiencing a similar issue or found a resolution.

In addition, printing of online orders is, as always, spotty and random. (e.g. today an order was printed 14 minutes after it was placed) 

Very annoying.

[nika]

@orik I'm really sorry for the frustration. Have you checked your SPAM folder to make sure that the emails haven't been routed there by mistake?

In regards to the slow printing, how's your internet connection? 

[orik]

@nika - of course. I went as far as asking our email provider for a list of all the messages received from square (which would include anything classified as spam) and it clearly shows that "Order received..." messages stop appearing at the end of last year. 

Between this, orders randomly not printing, and orders inexplicably showing up late on the point of sale I see no choice but to toss square as a solution. (especially with the "new" online store being even worse than the old one)

[nika]

@orik That's so strange. I'm really sorry that's happening. I can't imagine how stressful that is. If you reach out to our Weebly Support team, they can likely look into the email issue further with you.

[Wine_Master]

@orik we have the same issue. I have the dashboard setting checked for getting a transactional email for any order made in the online store, but we stopped getting these a couple months back (pretty much coincides with the move to Weebly). Supposedly you can get order alerts on your device running the Square app, but that is not working for us either. Only way we have any idea of an online order being placed is to click the little 'alert bell' from the Dashboard. Not ideal...

[ashc]

@orik It sounds like you may still be trying to use the old Online Store as it switched over to Weebly.

The old Online Store with us is no longer going to be available so this could be explaining it. 

@Wine_Master Have you switched over to Weebly yet? 

[Wine_Master]

@ashc  Yes we are on Weebly. Taking payments and orders through Weebly for a couple months now.  I get every other email notification, so those all work and the theory of it being spam holds no water since *all* Square emails would be blocked...not just these specific ones. Issue started after we switched to the Weebly online store, so pretty sure this is not a coincidence.

I will gladly open a ticket with Weebly if someone could absolutely confirm that email notifications for online orders are still supported?? Thank you...

[ashc]

@Wine_Master Yes they already did confirm from the Weebly site that email notifications are still supported!

[Wine_Master]

@ashc @orik  So after doing some digging it appears that order alerts are *only* sent to the account owner, which is an issue for us since that email address doesn't route to the folks whom actually handle processing the orders coming in. Appears that the ability to assign alternate emails addresses is not supported by Weebly (though it was by Square). Check this post out from 2016:

https://community.weebly.com/t5/Vote-on-Features/Store-Email-Address/idi-p/1660 

This is pretty basic functionality here. Heck, even Square allowed multiple people (ie: admins) to each get notified when a sale happened. Now we have taken a step backwards. I can't believe this was brought up 4 years ago to Weebly and it still is in a "we're working on it" status. Square support should be aware of this limitation, too, since it looks like we are SOL on this topic... 👎

[orik]

After some more wasted hours convincing square they have a problem, they fixed it - however they have also enabled email notifications on every payment (rather than just on online orders), so I suspect in their last release they messed up the setting such that both have to be enabled - but that's just a theory as I don't know what they did to fix this.

p.s. The weebly store is unusable as far as I'm concerned as it doesn't really sync inventory with pos in real time, or at least didn't do so last I checked.