Orders don't show up from Square POS when sent to Square Terminal for payment

[alhstudio2021]

I have been creating "In-Person" orders for pick-up on my Square POS app & taking payment by cash or card (on the card reader) for the order.  It was previously showing up in my Orders screen.  

Any orders that I sync to the Square Terminal for card payment does not show up on the Orders screen.  Only the cash payments show up.  Can this be fixed?

I am currently having to print a copy of the transaction for the orders on letter paper, then writing in the Contact info, due date & time.  This is an inconvenience for us.

Thanks,

Kristie

[Donnie-M]

@alhstudio2021 Are you using open tickets, or are you creating orders in the point of sale app?

The order creation in the point of sale is mostly for creating orders over the phone or orders for a future time.  Ringing up an order and processing a payment should print an order ticket out automatically for you, but those won't go through order manager currently.  These are better managed with open tickets.

I think there could be a disconnect, but you should be able to print a ticket from your order manager when you tap on the order to mark in progress etc.

Tell us a little more about what you are selling and how you want the order flow to go.

Donnie-M

[alhstudio2021]

I'm running a Ceramics Studio.  Orders are placed for a ceramic piece to be made, & picked up in the future.  Christmas Trees, trucks, snowman, Santa's & some larger items need to be ordered in advance.  I'm entering it as Picking up later, scheduling a date & time roughly 3 weeks ahead.  When I take payment, the cash orders show up in the orders, but the payments synced with Square Terminal do not show up in the Order Manager at all.  Do I have to go back to using the Square reader instead?  I love being able to print out customer receipts with the Square Terminal, but the trade-off is the orders are not showing up.  I have to go back in & print a copy of the transaction & write in the contact info., date & time for pickup.  I would like to have all the orders show up.

Thanks,

Kristie

[Donnie-M]

@kellyj @DannyH I am tagging one of our community managers on this question, as I have not ran into this exact situation.  It should function no differently than any other type of payment, except it is an integration and that may be where the issue is.

I will poke around on my end, but I am not currently using the order creation in the point of sale app.

Donnie-M

[kellyj]

@alhstudio2021 
Thanks for the tag Donnie.

Let me look into this functionality for you. We may need a bit more information, and this may be a bug for a feature that is released (meaning we're no longer testing this, so support may be best equipped to help you with it), but let me see if I can figure out what may be happening here.

Just clarification: you are using connected terminal, so you are just taking the payment for the order itself, all information was entered into the POS, correct?

[Donnie-M]

I believe that is what is happening.  Using point of sale to do an "order creation" and then collecting payment with the terminal integration.  The cash and card reader complete the transaction seamlessly, but when using the terminal integration payment was collected but the order did not show up in order manager.  I wasn't sure if it was a known limitation or if it was tested by anyone or I should direct this over as a bug report through the normal channels.  Thank you for looking into Kelly.

Donnie-M

[alhstudio2021]

Yes, The order info was entered into the POS. I'm using the connected square terminal for payment.