Online store - delivery radius somehow bypassed

[roughdraftny]

Hi there - thank you so much to the Square team for continuing to build on and improve the delivery and pickup functionality on the online store. It is saving our business right now. We were happy to see the delivery radius option implemented, and we have ours set for a 15-mile radius.  When I test it out, and I try further away addresses, it tells me sorry, we don't deliver there.  But somehow, in the last week, people are able to bypass it.  We've had a few orders come in for delivery that are well outside our radius by any measure. Like 100+ miles away.  I have tried to duplicate this by placing an order with the same address and I cannot figure out how they did it. The computer will not let me, but somehow it let them. This has happened at least three times in the last two weeks.  Help!  

[isabelle]

Hey @roughdraftny-

Thanks for posting in the Seller Community.

This is a known issue with our Online Store, which is impacting a small number of sellers. Really sorry about this, but it would be great if you could give our Online Store team a call to provide some further insight on this issue. The more information they have, the faster they can find a solution. 

When you call Square, please just ask to speak with our Online Store team. Thank you for your time and surfacing this issue in the Seller Community. 

[brad13martin]

I had an order come through from well outside of our delivery area. I have tried replicating the issue to see how they were able to place the order and can not. 

When I enter the same address, I receive the "Sorry, delivery isn't available for this address."

Has anyone else had any issue with this, or know why/how they would have been able to place the order? 

[Kassi_]

Hey there @brad13martin- 

I moved your post over to a thread with a similar question. 

Check out the Best Answer by our wonderful @isabelle

[brad13martin]

Great thank you! 

[FBCSeattle]

@roughdraftny , have you asked any of the customers with outside orders how they paid?  We ran into a similar issue with our delivery program involving Apple/Google Pay.  In our case, it was customers who actually were within our delivery area, but had outdated contact/billing information stored in Apple/Google Pay.  When they went to check out, their payment services autocompleted the address and did things like routing our deliveries from Seattle out to Manhattan.  Just as in your case, the delivery system worked as expected if we entered the order manually.  We ended up turning off Apple and Google Pay in our store and haven't had an issue since.

Hope that helps!