Only CASH sales show up in Orders - not credit card sales

[OffCourse]

I am a mobile engraving business. All of my in-person sales occur at horse shows. I do not sell things off the shelf - each item is custom made for the customer.

People place an order, give their info (input into Square POS on my iPad 10), I schedule their order (custom engraving each item takes time - so sometimes a few hours or a day later or maybe I won’t finish it at the horse show and have to ship it), then they pay (cash, card, Apple Pay, whatever). 

However, only CASH sales show up under ‘Orders’. If they pay any other way, their scheduled order just goes ‘poof’. It does show up under transactions, just not under orders.

This is very inconvenient. I have to keep going back to transactions to see who is up next for me to engrave. This is NOT how I expected the scheduling/orders feature to work. I need ALL orders, regardless of payment type, to show up under ‘Orders’. Very frustrating…

Thanks in advance.

[OffCourse]

Oh - and I forgot to mention… credit cards, debit cards, Apple Pay, etc. are taken with a Square Terminal.

[Lou8]

Hi @OffCourse, thanks for posting and providing detailed information about your query.

I'm sorry to hear you're unable to view some of your orders - I'd be happy to look into this.

I'd like to test what you've described on my own device to see if I can replicate on my end and determine whether it's an expected behavior.

Could you first confirm exactly how do you take card payments; do you take the order and the payment separately on the Terminal or do you connect the Terminal to the iPad ? 

[OffCourse]

The Square Terminal it linked to my iPad. 

The sale begins on the iPad where I get the customer info, select the items they want, schedule when they are to pickup (or have their items shipped), then I check out (complete the sale ). If they are paying by credit card, Apple Pay or any other method besides cash, I hit the button that says something like ‘continue on terminal’ or whatever it says.

Then the itemized list of their purchased items comes up on the terminal, they hit “continue and pay”, swipe/tap whatever to pay, it prints their receipt and they are on their way.

but when I return to the iPad and look under ‘Orders’, their purchase isn’t there. It IS under transactions, just not under Orders (unless they pay cash).

hope that is enough info?

[Lou8]

Hi @OffCourse, my sincere apologies about the delay.

I was able to replicate this behavior on my end as well. Could you try processing the sale solely on your iPad using the manual card entry payment method (instead of connecting the Terminal). Does the order appear in your Order tab this time ?

I'm also check with our team to confirm whether this is expected behavior or not. 

[OffCourse]

When I process a manual credit card payment on my iPad, it DOES show up in ‘Orders’ (I just tested it). That seems odd to me that this method would work, and the square terminal doesn’t. However, I will not, my square Terminal was not turned on and not connected when I did this test manual credit card charge.

[Lou8]

Thanks for confirming this @OffCourse. Let me see what the product team say, and I'll get back to you.

Your patience is much appreciated !

[OffCourse]

Any news/update on the issue of ONLY cash sales showing up under ‘orders’. I have a big 5 day horse show starting next week and it will be a nightmare trying to keep track of the credit card orders manually.

thanks in advance.

[Lou8]

Hi @OffCourse, apologies for the delayed response.

I've escalated this to our engineering team for further review and I'll let you know as soon as I have an update.

Thank you so much for your patience.

[Lou8 · Accepted solution]

Hi @OffCourse, thanks so much for your patience.

It looks like the issue has now been fixed - both the engineer and me were able to create a scheduled order on our test accounts, and have the order display in the Orders tab.

Could you update your Point of Sale app and Terminal to the latest software 6.46 and do a test yourself ? 

Let me know if it's resolved on your end or if you're still experiencing an issue. 

[OffCourse]

After a few updates I think it was both Friday and Saturday, the orders paid by credit card were showing up under ‘Orders’ consistently on Saturday.

thank you for getting this fixed. It was a nightmare switching between ‘orders’ and transactions to figure out what order was up next and when they’d need to pick them up. Looking forward to my next show in two weeks where it should be functioning the entire time and will make things SSSSOOOOO much easier!

😊

[Lou8]

Happy to hear it's working as expected on your end as well @OffCourse !

I'm glad I could help 🙂. Feel free to reach out if you have any other questions !