Why have my wholesale prices (other location) started showing up on my retail online store?

[NutmegCreative]

HELP!! Please!! I've got two locations, one is my retail online store and the other is used for wholesale. I have 2 different prices setup for each location. All of a sudden my retail online store is showing a range of prices, the lowest being my wholesale and the highest being my retail - it's showing to people on my retail online store who don't get the wholesale price.

Example in photos, wholesale is $15.00, retail is $25.00 - previously the retail online store only ever showed $25.00. I've checked my wholesale site and it's doing the same thing - What is going on? HELP! I can't have my online customers seeing my wholesale price and I can't confuse my wholesale customers thinking my products are more expensive than they are!

I'm so frustrated with this online platform, it feels like it's one issue after another!!!

[Laurie_ · Accepted solution]

Hi @NutmegCreative,

I’m really sorry to hear about the frustrations you’ve been experiencing with Square Online. I see that you’ve reached out a few times recently, and at this point, I believe the best next step would be to connect you directly with our Square Online team over the phone. This will allow us to review the issues in real time and provide personalised recommendations.

While I’m happy to offer some general troubleshooting steps, please note that I’m limited in the amount of access I have to your Square account here. However, I’ve made sure that you’ll be connected to phone support right away if you call within the next 24 hours. If you’d prefer for our team to reach out to you this week instead, just let me know, and I’ll be happy to arrange that for you.

In the meantime, here are a few areas to check that could help resolve the pricing issue:

1. Check Your Online Store Settings

Go to Square Online > Settings > Locations.

Ensure the correct location is set for each website (retail vs. wholesale).

2. Test Both Websites in Incognito Mode

Sometimes, cached data or cookies may cause sites to not display properly.

Clear your browser cache or open your site in incognito mode to ensure the issue isn't due to cached data.

3. Check for Automatic Syncing Issues

You can manually force a sync to ensure your items are displaying the correct information.

Go to Item Library > Select All Items > Actions > Update Site Visibility. Make sure the Visible option is toggled on. Click Update to trigger a resync of your data. If there are any items you do not wish to sell online, be sure to manually unselect them before completing this step.

We're committed to helping you get this sorted! Please let me know if you'd like our team to reach out to you directly.

Please note: I’m marking this response as the 'Best Answer' so other sellers can easily find troubleshooting steps if they encounter a similar issue in the future. If we receive more information, we’ll be sure to update the 'Best Answer' as needed.

[androo]

I don't use squaresite/weebly, but is there a setting in your website to restrict to locations?  i.e. retail vs wholesale locations. 
I'm presuming they're two separate stores?
or if one store how do you differentiate customers, is there a setting that can select location? 

[Laurie_ · Accepted solution]

Hi @NutmegCreative,

I’m really sorry to hear about the frustrations you’ve been experiencing with Square Online. I see that you’ve reached out a few times recently, and at this point, I believe the best next step would be to connect you directly with our Square Online team over the phone. This will allow us to review the issues in real time and provide personalised recommendations.

While I’m happy to offer some general troubleshooting steps, please note that I’m limited in the amount of access I have to your Square account here. However, I’ve made sure that you’ll be connected to phone support right away if you call within the next 24 hours. If you’d prefer for our team to reach out to you this week instead, just let me know, and I’ll be happy to arrange that for you.

In the meantime, here are a few areas to check that could help resolve the pricing issue:

1. Check Your Online Store Settings

Go to Square Online > Settings > Locations.

Ensure the correct location is set for each website (retail vs. wholesale).

2. Test Both Websites in Incognito Mode

Sometimes, cached data or cookies may cause sites to not display properly.

Clear your browser cache or open your site in incognito mode to ensure the issue isn't due to cached data.

3. Check for Automatic Syncing Issues

You can manually force a sync to ensure your items are displaying the correct information.

Go to Item Library > Select All Items > Actions > Update Site Visibility. Make sure the Visible option is toggled on. Click Update to trigger a resync of your data. If there are any items you do not wish to sell online, be sure to manually unselect them before completing this step.

We're committed to helping you get this sorted! Please let me know if you'd like our team to reach out to you directly.

Please note: I’m marking this response as the 'Best Answer' so other sellers can easily find troubleshooting steps if they encounter a similar issue in the future. If we receive more information, we’ll be sure to update the 'Best Answer' as needed.

[NutmegCreative]

Thanks Laurie, I won't be able to call in the next 24 hrs as I'm on the road today, but should be able to in 48 hrs so if you could update the ability to contact directly for that time that would be much appreciated.

I can see someone else is having this same issue as well, so this is not just me: https://community.squareup.com/t5/Square-Online/PLEASE-HELP-Website-shows-prices-from-different-loca...

[NutmegCreative · Accepted solution]

@Laurie_ 

Just in case anyone is still looking for answers on this, I contacted Square support over the phone and after a number of escalations they have basically said that having two different prices for different locations isn't something that you can do - it will always show the range (even though you used to be able to and they haven't been able to explain why you can no longer). They said this is because it is designed for in person and online (assuming that in person price is cheaper?)... yet this would mean that online people would see the in person price and it's not until they click on the item it will only give them the option to purchase at the higher price... WHAT?! WHY?!

Their 'solution' is to duplicate every item for each different location - thus defeating the point of having different locations and price overrides per location and making it REALLY DIFFICULT if you have lot's of items. Essentially if I have 100 items, I will have to manually duplicate every single one, making my site items 200... and again if you have more locations...

This is beyond frustrating and I can't understand why this has now changed when this was not an issue approx. two weeks ago. The fact that this just suddenly changed with no communication is appalling! We rely on these sites to make a living... this isn't good enough.