New Update No Longer Sending Order Confirmations

[bakerbex]

I have been using Square for many years for my bakery. I have an online website that has cakes available to order online. They are set to be ordered at least one week in advance but can be order weeks/months ahead of time. 

Over the last 5 years of using Square online for these orders, our customers receive a confirmation email with their specific order number and it includes the Order Date and time, Customer information, as well as the details of their order.

All of a sudden this past Monday, it no longer sends out order confirmations, and only sends a plain receipt. It looks like the receipt that gets sent when you request for a receipt to be emailed from the POS. 

It does not contain any details about when the order is for. This is very problematic for us because customers need to be able to refer back to when they ordered, especially if they are ordering weeks/months in advance. I don't want any confusion or for customers to have to call us to check when they ordered for. This information should be available to them.

I reached out to support and after speaking with multiple people, was told that this function just no longer exists and customers will not get confirmation emails sent or a customer profile made when making an online order. 

They could not tell me why they decided to take this away, and suggested I post here and maybe they will bring it back.

I can't imagine how this change would be helpful at all to businesses using square and am looking into alternative options for online ordering. 

Is anyone else facing issues with this change? 

[Summer2024 · Accepted solution]

Hi, @bakerbex ! First, I want to thank you for being a loyal Square Seller. We are glad to hear you have stuck it out with us. 

I know changes can be super upsetting. Especially when they are affecting how your business functions. 

Square is migrating from the Square online digital receipts to Square Digital Receipts.  Post-transaction buyers will now receive receipts from the Point of Sale platform in the SQ format rather than the Square Online format. 

Existing sellers will continue to have access to Square Online digital receipts until they are migrated to Square Digital Receipts at the end of June 2025.

I know this is super frustrating and I have expressed to our product managers that this has been a frustrating change for our customers. I'm unsure of why the change has occurred but will be looking into it more. 

[bakerbex]

Hi, yesterday my order confirmations started sending again like how it used to. 
Was square able to fix this back to normal or was my account just reverted back for now and it will reverted again at the end of the month?

[MysticStarGirl]

I sell tarot readings and other consultation services as well as do spell work for people and this confirmations-to-receipt change has been horrendous for me! My customers HAVE to leave me notes specific to each order, like what their questions are for a tarot reading. And it is much more convenient for them to be able to do it right in the order form - as they still can do - instead of having to send me a separate email. However, with this horrible change that nobody asked for, I'm no longer getting their order notes sent to me, because instead of getting the order confirmation I'm getting this horrible useless receipt. What the hell do I need a receipt for when I'm the seller?!!! Unlike some of the other sellers above I don't feel that my clients need the order confirmation with their notes on it. But I certainly need that! Just getting a copy of their receipt doesn't help me at all!!! It adds steps to my fulfillment process. I have to either 1) go to squares desktop site and see if I can find the notes there, or 2) compose an email to send to my clients with each order, explaining to them why I don't have the notes that they diligently already typed up for me and asked them to type it for me again and send it to me via email. GREAT EXPERIENCE FOR THEM! 

[springsbarb]

@Summer2024, do youknow if we are stuck with this new situation? This is a problem for my business as well. We sell training classes, and the variations are different class dates. The receipt does not contain the variation information like the confirmation did, so we are unable to follow up with proper welcome emails and registration without having to log in to see the transaction. This is multiple additional steps for us and very inconvenient. Appreciate any help you can offer!

[Roxanna]

We have online purchasing of "event tickets" and this change makes it inconvenient to see from our emails who has placed what order. We used to be able to see when the order came through who the purchaser was and now we can only find the information within the order dashboard. My customers now also see "your pickup is ready soon" on their email receipt for an "event" purchase??? 

This rollout is messy and has created confusion for our customers.

[owhiddon]

We also sell event registrations, memberships and the like, online and POS. This change was unannounced and has my office staff in tears as they now have to load a cumbersome back-end to simply GET THE NAME OF THE CUSTOMER!

I have sold online for over twenty years and have never used a service that failed to provide complete customer and order info in a notification. Really Square, this needs to be fixed soon. While I am pretty happy with my 2 1/2 year experience with Square, you will lose this customer if you can not provide a real order notification.

Orren

[springsbarb]

This is a problem for my business as well. We sell training classes, and the variations are different class dates. The receipt does not contain the variation information like the confirmation did, so we are unable to follow up with proper welcome emails and registration without having to log in to see the transaction. This is multiple additional steps for us and very inconvenient.