Visible & Hidden are only online options

[DinaLRosenberg]

it seems that the unavailable option has been taken away from square online- leaving only visible and hidden.

The issue seems that everything that was previously marked unavailable has been made visible. I am looking at items I know I made unavailable and now they are all hidden.

This is incredibly frustrating- there are times when items "sell out" but show maybe 1 or 2 items in inventory. Instead of fixing the inventory amount we (especially if we're in the middle of a transaction on the selling floor as we are both online & retail) we mark the item unavailable. Now all those items (there are 100s) are marked live to the website.

WHY??!! Why would this be done without asking the actually users how we use the function and why not inform us this would be happening? 

I'm now looking at having to spend the next countless hours going back through 1000s of inventory items and resetting the website. This is so freaken frustrating!!!!

[DinaLRosenberg]

@tranguyen please see above- would love to know why this happened and what we're to do about it.

[dokidoki]

This also completely broke Event type items. Any events that were unavailable are now set to hidden BUT the toggle "Discoverable via direct link only" does not exist for Event type items, only physical items. It also doesn't explain where to find the direct link. This is a crazy change to make without announcing anything. 

[MudFire_Dex]

oh man....this has gotten me before when items have suddenly been live on the site so I marked them all hidden and unavailable the last time this happened. But we don't sell online except for a tiny handful of items so this is only a minor frustration for us. I can only imagine how frustrating it must be with thousands of items....this is a crazy change to make and not announce or have an opt-in for. NOT USEFUL @DinaLRosenberg I'm so sorry 😞

[emilyz123]

odd! I still have all 3 options even though my item pages look different...you can mass mark them as hidden again by selecting all items, that may help.

[DinaLRosenberg]

Yes I know we can do that- and I WILL be- but the point is why???

[Crazyjamlife]

It is not allowing any changes i.e. you cannot make them unavailable again.

[shannon10]

I agree - losing unavailable as an option is extremely frustrating!  Especially when it just happens without any warning.

[dokidoki]

I tried talking to customer service and they didnt know anything. How do we get someone from Square to talk to us about this change? 

[Twiggy]

Thanks for flagging ! I

[Twiggy]

..

[DinaLRosenberg]

I am so sorry this has happened to you @Twiggy it's so frustrating for us as well; often times we cycle though different inventory to keeps things fresh and we don't want to delete the item to have to re-input it a couple months down the line- so we mark it unavailable.

The SMART thing to do would have been for them to transfer unavailable to hidden... obviously this makes sense. Someone somewhere made an executive decision for some unknown reason- and now we're all dealing with it. It's frustrating that we haven't gotten any insight yet from the Mods.

[katie]

Hi folks, chiming in quickly to say that @LeahK is checking with our engineering team to ensure they're aware/investigating. We will certainly share updates here as the Eng team has info to share with us. I'm SO sorry to see this is happening and the real life stress & impact this has created. I know sentences like that don't make it better or fix it, but I am empathizing HARD at the chaos this kind of thing can create. 😣

Stay tuned and thank you so much for starting this thread @DinaLRosenberg !

[DinaLRosenberg]

Thank you so much!!!

[DinaLRosenberg]

Question- is there any way we can get a refund on fees if we have to refund customers?

[katie]

Thank you for asking, as its helping me/our team understand the impact of what's happening. 

If I'm following correctly:
- Items have now appeared online for purchase that were previously not available for various reasons. (Old items that are no longer sold, old pricing, out of stock items, etc - essentially things that are NOT able to be sold or sold at that price)
- In the cases that customers do purchase those items that wrongly appeared, Square Sellers are understandably refunding.
- When you're refunding, the Square Seller incurs a fee.

Did I summarize the super-simple version of it? Is there anything I missed impact-wise? (This helps me go to the team to ask for what Square Sellers need to make this right beyond reverting it back to working correctly)

Thanks for all your help in escalating this and hanging in there 💙

[dokidoki]

There’s no way to undo the hidden online setting for Event items types it the item detail page. I can’t make them visible, they are just permanently hidden. It also says there’s a direct URL for customers to buy the hidden item but gives zero instructions on where to find that URL. 

[Crazyjamlife]

Item descriptions no longer match and are now jumbled.

[DinaLRosenberg]

Yes- that is what is happening. We have 100s of items that were marked unavailable that were pushed live to the website. We now are going through and running through our website erasing... 

This past weekend we had a customer order 5 items- 2 of which were old and we didn't have- that makes us look terrible AND we incur fees refunding.

There's also the issue that the items we had 1 or 2 of we made unavailable- but now we need to do an inventory check- which we didn't want to do at the current time.

[kjc2]

Jumping in to add an additional impact ... we use 'unavailable' to filter for items not listed on the website.  It is an easy way for my staff to identify what needs to be added to our online store.  The filter menu has been a great addition but removing the available/unavailable filter will cause much more work.   

Also adding we have merchandise our vendors do not allow us to add to our online store.  Any background changes that automatically adds items to our website puts us in violoation of those agreements.  

[DinaLRosenberg]

Ooofff- that's tough...