Square Frustrations - Anyone Else?

[mitin]

Hey everyone,

Just wanted to share some challenges I've been having with Square and see if anyone else has similar experiences (or even better, some workarounds!).

Honestly, I'm pretty disappointed with some pretty basic limitations:

• Transaction Editing: The inability to edit transactions after they're completed is a major headache. Specifically, not being able to change the staff member associated with a sale is messing up my commission tracking and causing friction with my team. Now I have to manually calculate and distribute commissions, which is a huge time suck.
• Tip Adjustments: I need to be able to split tips evenly between multiple staff members, and override Square's automatic percentage-based split. There's no way to do this currently, which is a real problem for us.
• Appointment Source Tracking: Square doesn't show me where online bookings are coming from (e.g., Google, Instagram, Facebook). This makes it really hard to figure out which marketing efforts are actually working.
• Automatic Service Charges: I can't seem to add a service charge by default to all appointments booked through Square.

Every time I contact Square support, I'm told these are "feature requests." It makes me wonder if anyone at Square has actually run a business and used a POS system in the real world!

I'm new to Square and have already invested time and money in their hardware and website, but I'm seriously considering cutting my losses and switching to a different platform.

Anyone else running into these issues? Any suggestions or workarounds would be greatly appreciated!

[MayaP · Accepted solution]

Hello @mitin,

I understand your frustration, and I’m sorry it feels like your feature requests aren’t being heard. I want to assure you that your feedback is taken seriously and shared with the appropriate teams for consideration. While it can take time for new features to be implemented, we are continuously working to improve the platform based on the needs and concerns of sellers like you. In the meantime I am going to tag some super sellers who can share their insight: @Doran @TCSlaguna @Candlestore @TheRealChipA 

If there’s anything else I can assist with in the meantime, please feel free to let me know. Your input is valuable to us.

[TheRealChipA]

Hey @mitin.

The issue of not being able to change “certain” information on a closed transaction is a known, ongoing issue.  None of us here can tell you whether Square is going to relent or not, especially for the issue of a transaction that is closed to the wrong employee.  Maybe another seller has a workaround, but any of those WILL involve manual intervention.  

Tips — Square tip distribution methods have a lot of flexibility.  First, you can pick the option to pool and distribute times over either a workday or a workweek, among all eligible employees.  Second, you have four distribution methods —

1. not to use a pool where everyone gets the tips they collect
2. Distribute tips among all employees who were clocked in when a transaction was completed
3. Distribute tips among all employees based on hours worked 
4. Distribute tips by percentages, as you mentioned.

Are you saying that one of these won’t work for you?  If so, if you can be VERY detailed about how you are currently distributing/pooling tips, I might be able to help you with setting this up to work for you, or at least help you with a work-around.

I can’t speak to the other two.  I checked and do see active feature requests for them, so I know those are on the engineering teams’ radar.

Anyway, hopefully I can assist you in resolving your tip issue and getting that on off of your plate.  Just let me know the answers to the questions I asked.

[TCSlaguna]

@mitin 

In regards to Appointment Source Tracking: 

You can create custom widgets in Square Appointments. 

Then if you go to Order Manager, it should show Appointments by Order Source. 

Perhaps you can link Instagram to one widget, Facebook to another, and Google to a third. 

Then you will be able to see the source. 

[TheRealChipA]

I’m going to have to set up a test of that myself, even though I don’t use Square Appointments.  That’s an interesting workaround, @TCSlaguna 

[mitin]

It does sound like an interesting workaround, I wasn't aware of this but I will have to test it out.. Thank you

[mitin]

Hey @TheRealChipA and @TCSlaguna, I’m having trouble finding these custom widgets in Square appointments. Have you tried them? If you have, could you share a screenshot or some guidance on how I can set them up? It would really help me out because I’m finding it frustrating that I can’t track conversions using Square appointments. Thanks a bunch for your help!

[TheRealChipA]

@mitin I am not a user of Square Appointments.  I know the basics and just enough to be dangerous, I'm afraid.  I'll leave that to @TCSlaguna and will tag a few others who might be able to help you.

@EcoAutoClean@dasap1234@Doran@rjonin@vinesandrushes@DinaLRosenberg@mdgolden01@Stacelyn24@BMarxMed@jjsmeatshak1@Brewk12@tl6734@a440@TCSlaguna@arickrtattoos@Simplystunnin01@Bronze_Palms@RMConsultingLLC

[TheRealChipA]

Also there.  For those I tagged can anyone help @mitin above with Appointments widgets?

@namastewatford@LukeNieuw@Minion@jmack1992@ReginaRMT@JessPoynter@tomven@nell_a@MALqueerhair@SiBellebeauty@cadresalon@SVLFever@Mobilebarn

[DinaLRosenberg]

I wish I knew about these widgets.... I've never even heard of 'em.

[TCSlaguna]

@mitin  Dashboard -> Appointments -> Online Booking -> Advanced Widget

[mitin]

@TCSlaguna I see that but that makes me create custom widgets, but I don't see how I can track the conversions

[TCSlaguna]

Dashboard -> Payments & Invoices -> Orders -> All Orders

Then you can filter by Channels. I *think* this will show you the widgets. 

[Minion]

Hey @mitin 

Just jumping in here , Which issues (if any) were you able to manage and figure out, from your list in the OP?  Which of those are your main priority?

[mitin]

Hi @Minion 
The priority is 

• Appointment Source Tracking: Square doesn't show me where online bookings are coming from (e.g., Google, Instagram, Facebook). This makes it really hard to figure out which marketing efforts are actually working.
  I am unable to track these so can't track them on my google ads conversions or know where my customers are coming from

[Minion]

Thanks @mitin 

Do you have an online store or just a booking site?  

[mitin]

@Minion I had a square online store, but then migrated it to squarespace but use the square booking link now integrated on my website

[Minion]

Awesome, Thanks for the info.  Do you  mind sharing the link to your site and or your booking link

[mitin]

Hi @Minion website is www.fancynailsspa.com

Square online site is linked to the booking appointment button/link in there

[Minion]

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@mitin wrote:

Hi @Minion website is www.fancynailsspa.com

Square online site is linked to the booking appointment button/link in there

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Thank you  Okay, so with Square Online site, it looks like it could be tracked, but just the booking site in general can't be according to this.  

Now, do all other link from other sources all lead to that specific button on your site for booking?

If so, You could/should be able to track clicks on a button with Google Tag Manager, through Google analytics, I think that would work, if all links are pointed to the website appointment button/link. I am not sure what Squarespace allows for tags and customization though either.