Square online issue with loading page linked to QR code for self-serve ordering

[pollencafe]

We have Square online activated and our customer order from the table via the QR codes we printed, it all has been running great for the past 6 months.

Customers are now experiencing an issue with trying to load the weebly page linked to QR code for self-serve ordering. We get the top bar loading but no items seem to appear. Pls help!

 

[Laurie_]

Hi @pollencafe thanks for reaching out to let us know!

Can I ask if this is happening for anyone who attempts to scan the code or only certain customers?

The first thing I'll need you to check is that your site items still have the self-serve ordering fulfilment method assigned to them. If you notice there are items without this fulfilment option, add and save and then test the QR code again. 

Next, I'll get you to double-check that you have stock assigned to these items if you have tracking enabled. 

And lastly, ensure that your Square Online site is currently published. If it already is published, try un-publishing and then hitting publish again. Test the QR code once more to see if your items are now showing.

Let me know how you go after checking the above.

[pollencafe]

Hi Laurie, thanks for your response.

- It's happening to all customers who attempt to scan the QR code

- All items that we want to sell through QR code have the Self-serve ordering fulfilment method enabled. Checked.

- We don't have stock tracking enabled as we have unlimited supply of these items. We don't require stock tracking. It seems as though I now MUST have stock tracking enabled for our items to appear??? is this correct? I have tested this by enabling tracking with one item and it is now appearing.

- I have unpublished and re-published the site.

Thank you for your help.

-

[Laurie_]

I'm glad to hear it's back up and running now, @pollencafe!

Regarding stock allocation, this will only be required if you have stock tracking enabled. When this setting is turned ON and there is no stock assigned to an item, it will not appear as available online. If there is no need to track your stock, you can check to make sure you have this setting toggled OFF.

To check this, follow the below steps:

1. Navigate to Site Items from your Online Overview page.
2. Scroll down to where it says Variations. Under Stock select the number of stock (if there is no stock assigned, select the dash symbol).
3. Toggle OFF Track Stock and select Update Stock.
 

Let me know how you go here!
 

[pollencafe]

Hi Laurie, 

We are still experiencing the issue as described and am still not sure how to fix. Is there any other workaround that may resolve this issue?

[Laurie_]

Hi @pollencafe, thanks for giving the above steps a try!

The last thing I would suggest is to double-check that you're using the Order Online template and not the Shop All template. QR Codes will only work with the Order Online ordering page template.

To view or switch your template:
 

1. In your Square Online site editor, select the Page dropdown menu.

2. You will see either Shop All or Order Online page, select ‘...’ > Switch template.

3. Review your template options and select Switch.

4. Publish your site to see the changes live.

If this doesn't resolve the issue, I suggest reaching out to our Support Team to speak to a Square Online specialist who will be able to troubleshoot the issue in real-time. You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time).