Orders Disappeared

[featherlaundry]

On Sunday I merged all the open tickets for a hospital we serve into one ticket for that department. I did this for all the departments we have in order to be able to invoice them. We have to now send these tickets out manually because Square took away the option to make an invoice from an open tickets. 

Today I went to create those invoices and at least one of the open tickets has disappeared completely from our account. There is no record of it ever existing. We do not know how much to bill our customer because the ticket disappeared. We've noticed this happening multiple times since the new update that merged open tickets into orders. Why are open tickets just disappearing randomly? This is costing us a lot of money.

We have 300-400 open tickets at a time. This app is continually getting worse. It's going to be really difficult to change our point of sale but it seems we have reached a point where we have to do so because of all the glitches that have come with the most recent update that merged Open tickets and Orders and has caused countless problems. 

[Ellie_]

Hi there, @featherlaundry,

Thank you for taking the time to explain what’s happening. I’m really sorry for the frustration and financial impact this has caused, losing visibility into tickets you rely on for invoicing is not acceptable, and I completely understand why this situation is alarming. What you described with open tickets disappearing after the recent update is something we take very seriously, especially given the volume of tickets you manage and the direct effect this has on your ability to bill customers accurately. You should never be in a position where work that was completed can’t be accounted for.

I want to assure you that we are treating this as a priority. Our team needs to investigate why these tickets are no longer visible and determine whether they can be recovered from the system. In parallel, we want to understand how the open ticket–to–order update is affecting your workflow so we can document the issue properly and escalate it. When you have a moment, can you please DM me more details about this?