Item import to new site stuck for days

[DMAU]

Yesterday I had to setup my website all over again due to being unable to change the ABN.  Fair enough, it is what it is.  

As I was setting up everything again the website tool started to automatically import my items (which I didn't want it to do, but it started before I had a chance to stop it).

Now for the past two days I've had this message in the "Items" screen of my Online page:

"We're syncing your item catalog"

"This may take a few minutes. Once complete, you can add them to your online store"

Suffice to say it has been more than a few minutes. 

I have lodged both email support and phone support but it is still not working.  Because of this automated process I cannot even publish my website as no items are on it.  My site has been down since yesterday morning.

Is there any way to get an escalation of this matter?  It is very frustrating and my store is down because of it (as I had to move to a new square account).  What I thought would be a straightforward activity now looks set to drag on for days.

[Laurie_]

Hi, @DMAU, we're sorry to hear you're running into this issue online.

When you reached out to our Support Team, were you able to connect with a Square Online specialist? This team will be able to escalate your case to our Ecom Support team (based in America) if they're unable to resolve the issue during the call.

In terms of troubleshooting, we can recommend checking the following common item sync issues (you may have already gone through some of these with our team):

1. Ensure you have set up your desired fulfilment options in your Pickup and Delivery/Shipping settings. A common issue we see is that there are no Pickup/Delivery hours or Shipping profiles defined in settings.
2. Newly imported items have been marked as unavailable. It's important to check your Item Visibility settings so that your items are syncing correctly from the Item Library to your Square Online site. To do this, navigate to Online > Items > Item Sync.
3. The synced location is a mobile location. Square online cannot sync items from a mobile location. It can only sync items from a physical location. To check your location settings, navigate to Account and Settings > Business > Locations > Select a relevant location to change location type.
4. There is no stock listed for items. Stock numbers can be added via your Item Library.

Are you attempting to sync a large item library? Depending on the size of your catalogue, this may be contributing to the loading issues we're seeing and is worth raising with our team as well.

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time. If you're unable to get through to our phone support, please send us a private message via the Australian Facebook page and we'll ensure you have access to this team.

[DMAU]

1. Yes I have set shipping.

2. All items are set as visible.  

3. 1 Location set.

4. I have chosen to not have stock managed by Square for now, but even with dummy settings it doesn't clear.

5. I have 10 items in my library.

I called support on Friday.  They promised they would get back to me but never did - and they could also see the same issue when they logged in.  I have raised email tickets, but they are painfully slow.

I understand support is only business hours, but I would have thought an issue like this where a customer's store is impacted would take at least some sort of priority.  Not the smoothest onboarding for new customers.

[Laurie_]

Hi, @DMAU, thanks for checking the above, I really appreciate it!

From looking at your case with our Support Team, I can see they have escalated this issue to our Ecom Support team who are currently investigating this on their end. We are yet to receive an update from this team. The Support Team agent you spoke with will reach out via phone as soon as we have an update to share here. 

I can totally appreciate that this is less than ideal in terms of your onboarding experience with Square. For this reason, I've gone ahead and applied free processing on your Square Account for your next $2,000 worth of sales. This means you will receive a reimbursement of the Square card processing fees on your next $2,000 worth of sales.
 

You can view your free processing balance and all reimbursements by logging in to the Get Free Processing tab of your online Square Dashboard.

Our team will be in touch with you shortly with an update here.

[DMAU]

I appreciate the gesture but it would be good if it could be fixed.  I've managed to figure out a sort of work around by myself, which takes a lot of time, but at least let me publish my site.