New update does not allow Open Tickets to Invoice

[featherlaundry]

Since the new update, we cannot invoice a customer from the open ticket. We have to recreate the ticket which is causing us an extraordinary amount of time because we do hundreds of individual lab coats and merge the tickets and send 1 invoice. Now we have to re enter hundreds of entries at the end of the month. BRING BACK OPEN TICKET INVOICING. Why make your product harder to use?

[kacey_k · Accepted solution]

You’re absolutely right to be frustrated — losing the ability to invoice directly from an open ticket is a huge workflow disruption, especially for businesses like yours that depend on batching and merging (laundry, alterations, repairs, medical, etc.).

Recreating tickets and re-entering hundreds of line items isn’t just inconvenient — it increases human error and adds unnecessary labor hours. That’s the opposite of what POS updates should do.

For now, some possible (not great) workarounds are:

• Keep using open tickets for tracking, then export transaction data at month-end and build invoices in Square Dashboard on desktop
• Use Notes + Customer Profile to tag and group tickets while building one consolidated invoice
• If feasible, switch from open tickets to saved carts + draft invoices until/if Square restores the feature

[featherlaundry]

Hello. Can i have a real person respond instead of ai? If this is your new customer service, it is terrible. Not helpful at all. FIX THE APP don't give me a manual work around. My workload has increased tenfold because of this change. Terrible.

[GFC25th]

Hi - I just want to point out that you are right, Square should fix this on the app! But also Katie is a Square Champion, just a part of the square community as a seller, not an actual square employee. BUT Square Champions engaging and giving kudos to posts help bring it up higher on Squares radar. Hopefully they fix this soon, because it sounds like just a simple bug fix! Hoping this engagement helps get it to the right hands as well. 

[featherlaundry]

This is not a simple bug fix. They removed a feature purposefully and created a ton of extra manual work for my business. Why would you remove such an important feature? Then all of their customer service response is ai.

[Mike-BARRIQUE]

This has been a HUGE impost to us. We had $22,000 in tickets to invoice on Dec 31, and suddenly all those tickets are in no way connected to our ability to invoice. Hundreds and hundreds of line entries that need to be re-billed, on top of having to introduce new workflow to dozens of staff just to continue the wholesale EOM accounts. Please return INVOICE as a way to close out an open ticket! It's just bizarre that it's not. The solution of creating a custom payment method called "TO BE INVOICED" that was offered by support staff is equally ludicrous. It means that the stock moves twice in inventory, so every invoice would mean that the stock comes out of inventory twice. What a stock management nightmare!!! This is a deal-breaker for us. We're meeting with Shopify next week.