Open Checks missing items during payment

[gleytch]

Post pertains to Square for Restaurants

I'm having an issue where items added to an open ticket are not included when the customer pays the check.  After the check is paid, the items that were missing will show up in the Open Check list later.

We are a small brewery and we often have customers open a tab and add items to it as the evening progresses.  Most checks work fine, but 2 or more every day end up with a ticket still open after being paid and a portion of the bill being missed by the payment.   We aren't adding anything to the bill after they leave, the items have usually been added at least 30 minutes before they pay.  

It acts like there is a -long- delay between adding an item to the open check and it actually showing up there.   Is this a known problem?  Is there a fix?

Thank you!

Greg

[sayra]

Hey, @gleytch- Welcome to our Seller Community! 🥳

I have escalated your question to our Square Restaurants team. Hopefully, their expertise can help us gain a better understanding of how we can fix this issue. I will be back with more details as I know them. 

Thanks for your patience. 

[sayra]

I actually got a reply faster than I thought. By any chance, are you folks ordering on one device and paying on another? @gleytch

[gleytch]

Nope, just the one iPad.  We do have a terminal also, but it doesn’t matter if it’s on or off, the issue happens either way. 

[sayra]

Hey, @gleytch - Per our Square Restaurants team, to effectively diagnose what’s going on please give us a call so we can troubleshoot your device with a live team member. There are a couple of factors that can be affecting the functionality of open tickets. 

Thank you. 

[gleytch]

Thank you, I'll give that a try when we are less busy.   Just as an update, (we think) we've narrowed it down to trying to add items to an open ticket from a New Sale.   So if you start from the New Sale screen, add any number of items and click Send, it pops up the screen to choose new ticket or to select an existing ticket.  If you choose an existing ticket at this point, it is only about a 75% chance that the items will actually be added to the existing ticket.  Otherwise, they just disappear and there is no indication they ever existed.  No order ticket prints, and they don't show up on any other ticket.  To make it more frustrating, if you notice the problem and add them again to the open ticket, SOMETIMES the ones added earlier will show up.  That's maybe a <20% chance.   We don't have wonky internet service and the iPad is a brand new one purchased directly from Square.

If you start a new (add on) sale from the existing tickets screen by selecting the existing ticket and then adding new items and then clicking Send, it doesn't seem to have this issue.   It only seems to happen when you start from a New Sale.