Why did an invoice i sent with all the delivery instructions in notes not show when sent?

[ritzput]

I'm a professional Florist using Square for over 2 years.  On an invoice I created yesterday using my iPhone Square app (NOT invoice app), I type in all my delivery information in notes in the item selected. When i clicked submit, and checked the email that the invoice was sent.  All the notes were not there.

I had to call my customer again asking for Name of person receiving, their cell phone, their address and card message.  This made me look incompetent!!!!  Very embarrassing!

This if the first time in 2 years this has happened.  They escalated my case but never heard back. 

I can't have this happen again.  Luckily I happened to copy all notes to my calendar on my iPhone.  Looks like I'll be doing this from now on, although I shouldn't have to.  They should have figured out why this happened!!!!  

[MayaP]

Hey @ritzput, thanks for flagging this to us. I apologize for any inconvenience! Your business means a lot to us, and ensuring a smooth experience with your customer is our top priority. I want to get to the bottom of why this happened. 

First, I did test the issue on my end and didn't experience the notes disappearing. I but certainly believe you when you say it wasn't there! To better assist can I gather some details from you, and I will escalate this:

1. Has this happened with other sellers?

2. Is the app up to date?

3. Can you try deleting and reinstalling the app, is the same thing happening? 

4. What is the Square and Iphone app version your device is on? 

5. What invoice number was this? 

I will keep an eye out for your reply!