Order modifications duplicating?

[amandalocho]

Hello!

An employee pointed out today that modifications for an item are defaulting to the amount of item that the customer is ordering. I've attached a photo.

This order was 2 boxes of mixed cupcakes with 1 handled bag ($.50), 1 blue sanding sugar($.50), 1 yellow sanding sugar ($.50) and 1 set of candles ($4.50), it is instead charging them for 2. It is displaying X1, but the price is X2. 

Anyone know a way to fix this?

[Sammie_C]

Hi @amandalocho, thank you for reaching out!

To make sure I have this all correct, is the system charging x2 on ALL of the modified items in an order?

Or have you noticed this is only happening with some items/orders?

I am going to tag in a couple of our Square Champions, in case they have any wisdom on this, as well. @TheRealChipA and @Candlestore, do you have any experience with something like this occurring?

Please let me know and we can look into this further.

[TheRealChipA]

@amandalocho

@Sammie_C 

There are one of two problems here, and I can't tell from @amandalocho's post which of them is the one they are reporting.  So first, @amandalocho, can you clarify based on my questions below?

Let's say that the boxes are $27.50 each.  If one was purchased with those modifiers, then the total would be $33.50.  If two were purchased, the price should be $67.00.

Is your problem with the price OR with the text of the description of the modifiers added?  I need to be very clear on this before I answer you and, possibly, alert @Sammie_C.

[amandalocho]

Good morning!

My problem is with the text. 

It should be labelling the modifiers x2, since that is the price that it is charging the customer. I understand that it is automatically duplicating all the modifiers, because the customer bought 2 of the item. It needs to be clear to the customer and the employee though. 

Does that make sense?

[TheRealChipA]

@amandalocho It does, and that is what I suspected you were saying.  I just wanted to be sure.  So.....

@Sammie_C Honestly, this is a pretty big inconsistency in the Square reporting for transactions.  The item shows quantity two.  But the modifiers show the price for quantity two, with an "x1" which implies a quantity of one.  It would be much better and MUCH clearer if the modifiers said one of the following:

1. "x1 ea"
2. "x2 @$0.xx ea"
3. or even "x2" to match the item quantity.

Technically, what it is doing is correct, but customers rarely read and even more rarely think.  And some like to overthink and assume that everyone else's brains work like theirs do.  What is there right now can be confusing.  Would you and the team consider this a bug that needs fixing, or something that requires the feature request process?  Personally, I consider this either a but or design flaw and would think it could be addresses via a quicker route than feature requests.

[TheRealChipA]

@Sammie_C I'll add this.  Until recently, modifier quantities were not even a thing.  This was most likely introduced in the modifier quantities beta and it just got overlooked during testing.  That happens sometimes -- it's hard for the team and for the testers to see the forest for the trees, eh?  That's why I consider this more of a bug/oversight -- it was introduced with the rollout of a feature -- a great new feature.

[amandalocho]

Thank you!

[kristen · Accepted solution]

👋 Hi @amandalocho, thanks for writing! I am relaying this issue to the proper team and waiting to hear back on a fix or whether this has been flagged as a bug yet. I will follow up back here as soon as I have an update. Thank you for your patience in the meantime!

And thanks to @TheRealChipA @Sammie_C for hopping in here and trying to help. 🙌

[kristen]

Hi @amandalocho, thanks for your patience here! Just confirming I filed a ticket for this bug and also reached out to your Account Manager so one or both of us can let you know when a fix is implemented. 👍 

[TheRealChipA]

@kristen Chiming in to thank you for confirming that it is, indeed, a bug.  As an active member of the Community, I appreciate you Square folks taking our conversations and observations seriously.  You are probably already going to do this, but I'm also requesting that you post on this thread when the fix is implemented.  One day, when a few issues I have with modifier quantities are fixed, I want to start using it.  And knowing this is fixed will give me more peace of mind to make the switch.

[kristen]

Absolutely will do, @TheRealChipA! If there is one post in the community about this, I figure there are at least 100 other sellers wondering what the issue is. So I will follow the internal bug ticket and definitely come back here when the engineers release a fix. Also we have the Fall Release coming up in a couple weeks, our big bundled release, so fingers crossed we see new features and fixes that roll out then, too. 

[amandalocho]

Hello! Here is the response that I received from Weebly:

Hi Amanda,

I’m following up with you regarding your concern about modifiers possibly duplicating on order #853416054 for www.sweetadelinebakeshop.com. After reviewing the order, I did not find any duplication.

Here’s what happened: the buyer first selected one of the cupcake mix boxes and added the following modifiers — Bag ($0.50), Blue Sanding Sugar ($0.50), Yellow Sanding Sugar ($0.50), and Candles ($4.50) — which brought the total for that item to $33.50. They then added the exact same item again with the same modifiers, which is why the order details reflect doubled modifier amounts: Bag as $1, Blue Sanding Sugar as $1, Yellow Sanding Sugar as $1, and Candles as $4. This brought the order total to $67.00 ($33.50 x 2).

If the buyer had only wanted modifiers applied to one of the items, the order would have shown two separate line items — one with modifiers and one without. Instead, since the buyer selected a quantity of two of the same item with the same modifiers, the system combines them into a single item line with doubled modifier values.

Please let me know if you have any follow up questions to this and have a great day!

Leslie
Square Application Support Engineer || Square & Weebly Ecommerce ||
Weebly Cloud & Reseller Operations
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