Order Details Missing from square Report

[ZDeli]

We are currently using Square reports to look up information for customers picking up specific items. Twice now, we've sold a meal online and let the customer use a discount code for a free meal. When we run the order report from weebly, the customer's information and order details appear. However, when we run a detailed report in Square this customer's order does not appear. I'd love to figure out what is happening.

[AshleyK]

Hey @ZDeli Thanks for reaching out about this and I'm sorry to hear your orders didn't appear. Are you sure they are being marked as shipped/delivered/picked up? How soon are you checking to see if the orders appear in your reporting?

Any orders placed through the Weebly Online Store should show up under transactions as well as general Reports in the Square Dashboard. If you have any screenshots of where you are looking, that may be helpful so I can narrow down what exactly is going on. 

Thanks in advance. 

[ZDeli]

Do i have to mark them as completed before they show up in the Square report?

[JustinC]

Hey @ZDeli - Not necessarily. New orders that come in should still show up in Transactions report and Orders Tab of Dashboard regardless if you've marked them as complete. 

What report are you looking at? Also, looping back to the question Ashley asked, how soon are you checking to see if the order shows in reports?

Keep us updated.

[ZDeli]

Hi!

The report I am looking at in Square is the Item Report.

It is usually a few days before I check the Item Report.

Is there a better report to review?

Hilary

[JustinC]

Ah, Gotcha -

The only way to run a run with those details is from report from the Orders tab of the Online Store Dashboard. Square's Item Sales Report won't have those details. 

@ZDeli

[NCCAkron]

There no longer seems to be a button to Export a report from the Orders page. Will this feature return? Or can I find it somewhere else on the dashboard?

[sayra]

Hey @NCCAkron. Sorry to hear that you're having issues with this button. Can you please tell me if you are trying to export your reports in your Square account or your Weebly account? I would like to replicate the issue if possible. Lastly, can I please get your website URL?

[NCCAkron]

I'm trying to access the report from the order page on the dashboard of my square account. It was there one day (I know I exported a report as recently as 8/11) and then a couple of days later the page had a new layout and no "export" button.

https://nccakron.square.site/

[sayra]

Hello 👋 @NCCAkron.

Take a look at this article with more ways you can manage your orders. I can't say exactly where the button was that you mentioned but the fastest way to download your order history will be located in your Square Online dashboard under > Orders. 

Let me know if you have any other questions. 

[NCCAkron]

How exactly? My point is that there is no longer a download option on the order page.

[NCCAkron]

Ah! 

It's only on the orders page from the online store tab:  https://www.weebly.com/app/store/users/132962582/sites/4097059[Redacted]5/#/store/orders

but not on the orders page from the dropdown menu on the home dashboard: https://squareup.com/dashboard/orders/overview?orderGroups=%5B1%2C4%2C7%5D

That's a bit confusing.

[sayra]

That's correct @NCCAkron. Sorry for the confusion. 

[Purple777]

I had a customer place an order via my godaddy website.  Square has recognized this order and paid me.  The problem is this order is not appearing at all on my "Orders Report."  I've received my funds, I've shipped the order, but there is no record of the order placed on 12/5/2022.  Please advise.

[_Violet]

Hi @Purple777 - sorry to see that trouble has brought you to the Seller Community! 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account and reports with you. Any urgent, billing, or other account-specific questions should be submitted to our Support Team via phone or email. We cannot address questions specific to deposits, refunds, bank accounts, or other sensitive details in the Seller Community.

The best way to reach out is by phone because our team can look at your account with you and help you make adjustments in real time. If you haven't already, please reach out directly by logging into your Square account and heading here.

Please let me know if you happen to have any trouble getting in touch with our team 🙂

[Purple777]

Thanks - I was hoping it was just a glitch that maybe others had encountered and had a solution.  I'll reach out to the support team.  Thanks