Can support review my Square Online account to explain why kitchen tickets are printing way early?

[happy8]

My prep time is 20 minutes but tickets are printing up to 2 days early for scheduled orders

[TheRealChipA]

Hi @happy8.  I’m not Square Support, just a fellow seller.  However, here is what is probably wrong.  

1. Go to your online dashboard -> Account & Settings -> Fulfillmeent.
2. Edit your location.
3. Scroll down to the section “Workflow.”
4. For the setting “When should pickup & delivery order tickets print?” Be sure that is set to “print order tickets based on pickup and delivery time.”  Most likely you have that currently set to ”print order tickets when the order is placed.”
5. Save the location.

Now everything should be fine.  If it is not, you will need to get in touch with Square Support using one of the support option in this link

Good luck!.

[happy8]

Hi thank you, I do have that particular setting enabled already.  I tried to reach out to support but they keep bouncing me between different reps, and no one seems to understand my issue.

[TheRealChipA]

Hmmm.  Give me a few minutes.  I’ll check through the settings again.  If you have that setting correct, that should have done it.  Odd.  Be back shortly.

[TheRealChipA]

One thing that occurred to me.  Can customers do BOTH pickup and delivery orders via your online store?  If so, are you sure that the setting I mentioned is correctly set for both?  Just another shot in the dark while I look some more. 

[happy8]

I only have pickup enabled. 

We only take preorders by 3pm for next day or future pickup. A customer placed an order Friday night for pickup on Sunday morning. Prep time set to 20 mins but receipt immediately printed when the customer placed order on Friday. The settings is set so that receipt only prints based on pickup time. How I thought it works is that if I set prep time as 20 mins, it will print 20 mins before pickup time. But in this case the order printed immediately and showed up in active orders instead of upcoming.

[TheRealChipA]

@happy8 Understood.  I just finished noodling around in the settings and see nothing else that could affect this.  There is something amiss in your account, for sure.  So, as much as you probably won’t want to hear this, get back on the phone with support.  This time, be very specific, something along these lines:

Tell them that you have set your Fulfillment Workflow settings to print order tickets based on pickup and delivery time.  But that it is not doing that — it is printing them immediately, and that you are reporting a bug.

Lastly, I’m going to tag @_Violet so that they have a heads-up and this thread to see exactly what we’ve talked about.  Hopefully, that will help expedite a solution for you.

I wish you well!