Phantom Open ticket

[Tommer1]

The inventory for one of our items shows that some amount is committed to an open ticket.

However, it's an old ticket that was fulfilled and paid for weeks ago.

It shows up on multiple devices, iOS and Android, as well as the dashboard.

Please advise.

Also, why online orders are not committed before they are marked completed?

Thank you!

[BernadetteA]

Hi @Tommer1 👋

Thank you for posting! I think it would be best for you to reach out to direct support for this inquiry. A rep will need to log into the account so that they can find the exact order number, then compare the data with you currently have for inventory. You can reach the team by logging into your account and clicking here. 

For you Square Online question, though, can you clarify what you mean by "orders are not committed before they are marked completed"?

Thanks in advance! 

[Tommer1]

Hi @BernadetteA 

I will contact them directly.

As for the orders, inventory is marked as committed for open tickets and for invoices, but not for online orders.

That makes things very confusing when we count our inventory. The items in online orders should be marked as committed until the order is marked completed.

Thanks,

Tom

[BernadetteA]

I think I understand what you are saying, @Tommer1

Once an item has been purchased online, it should automatically pull that item from the inventory count. Are you saying that it doesn't do this until you actually mark the order as completed or shipped from your end? 

As far as I know, the only time an item would not be pulled from inventory is if the item is in the cart, but the order is not completed with a credit card. 

I definitely suggest bringing this up to the support team as well. Especially if you have a pending order and you can show them in real time how the inventory is behaving. 

My apologies for not being able to assist further. Please be sure to update us on how it goes if you have the time.

[Tommer1]

@BernadetteA  sorry for not being clear enough.

Generally I think that since invoices and open tickets are already used to commit inventory, it should also work with online (including POS scheduled) orders.

Yes, items' inventory is automatically decreased when an online order is made.

However, some orders are for week in advance, that means that we have to keep track of these orders when we count our inventory until the order is marked "Ready" or "Complete".

The way it should work is that the items should be only committed when the online order is made, and removed when the order is fulfilled.

The same goes for invoices - to my understanding items on invoice are committed until the invoice is paid, and then removed from the inventory. However, some invoice are paid before or much after fulfillment. So the removing the items from inventory should be either based on the fulfillment time that was set in the invoice or adding the feature of marking an invoice complete/fulfilled.

I am sure that most small businesses work with invoices and online orders in a very similar way, the real difference is the timing of the payment. But as I wrote before the payment is doesn't matter. The important measure is the fulfillment.

Thank you