Packing Slips Useless Now (No add-ons / modifiers / configuration)

[Apex86]

Packing slips need to have complete information about the products ordered, so that they can be used to PACK the order. This is the entire point.

I have 50+ orders to pack right now and I have no way to know what item configuration / add-ons / modifiers were chosen using the packing slips. Now, all they say is the basic item name, without any detail.

I emailed support and got a typical long delay with useless replies:

Hello,

You guys must have changed something recently with the packing slip generation from the main dashboard shipping. Previously, the packing slips contained complete information about the items, and the selected options / modifiers. Now the packing slips have none of that information!

How can I pack orders, when I don't know the item configuration?

Please fix this ASAP!

A day goes by...

Hi There,

Thank you for reaching out! This is Mel from Square Customer Success.

I’ve escalated your case up to our Square Online support team. They should be able to help answer any questions you have related to your site. Thanks for your patience! Best Regards, Mel

A day goes by...

Hi.

My name is Sergio from Square ECOM Customer Success, thank you so much for contacting us, I am happy to help today.I’m happy to help, but I’m not sure I fully understand your question. Whenever you have a moment, please reply to this email with a little more information describing your technical issue or question and include screenshots or screencasts for me to identify the issue. That would be a big help in getting you closer to a resolution. I’ll be sure to follow up as soon as possible.Feel free to email us again. We are glad to assist you. Warmly.

Sergio, I gave the exact details and a screenshot in my original email. What are you confused about?

Two days go by...

This is Benjamin, and I can see that you need to keep the old style of the label. I totally understand that this is very important to you, and that can be frustrating. So, I'm glad to share more information with you.Yes, we changed the theme of the label, and now it is, as you can see. I would like to keep the old one available, but that is not possible because we don’t have a feature like that for Square Online at this time. However, we can take note of any feedback and pass it along to our product team for you.Feel free to visit our Seller Community to share your suggestions and let us know how they would benefit your business.You can let me know of any other requests. I'll be happy to assist you.I'll keep an eye on your response!

Have a good one. Warmly

Now 4 days later, I have made zero progress. Square support continues to disappoint and whoever okayed this change in the Square development team seems to have put zero thought into what I packing slip is.

[Apex86]

This shows the new packing slip "style":

Compared to the information which should be on it:

[DinaLRosenberg]

Hi there- we don't use packing slips b/c we found them to not be as detailed as the order. We print the order from square online which is supposedly going away (which is annoying b/c that screen is just so much better).

[Apex86]

I agree the Square Online order page has a much better layout:

They need to get on with the merge. Having the system fragmented between the "Online" and "Main" dashboards is confusing and leads to all kind of issues.

There really is no good reason that the packing slips and "main" order page should have this same detailed information, with a similarly clear format.

[Apex86]

Square support continues to blame Shippo for the packing slip which is:

• Generated from order data gathered by Square online
• Initiated by a button on the Square shipping page
• Stored as a document on the Squareup.com server

They refuse to talk with Shippo to get this sorted out, even though it is Square that has partnered with Shippo.

Why is it a Square customer's responsibility to sort out problems with their web software integration?

[Apex86]

Big shocker, Shippo agrees with me. This has nothing to do with them.

Will Square actually take ownership of their issue and fix it? 

[frances_a]

Hello @Apex86 

I'm truly sorry to hear about your experience. 

I went ahead and escalated your concerns to our team. 

As you know, we are in the process of migrating some functions in your Square Online overview page to the main Dashboard, in order to provide our sellers with a better experience. 

During this migration, the packing slip was updated, but we've heard your feedback and are working towards adding the missing details. We expect this changes to happen sometime in the next quarter, although an exact date is not yet available. 

In the meantime, printing packing slips from the Order Manager within the Square Dashboard will allow you to print the old format, as the old service was moved there. 

We will continue to implement changes to this process until the migration is completed, and your feedback is vital for us.

Thank you ✨

[Apex86]

Frances, thank you for the reply. 

Is there a better way to get support for these types of issues? Almost every one of my support interactions is very poor due to a lack of expertise from the agents. Most often I wait days for a reply, only for them to tell me they don't understand the issue, without actually telling me what they are confused about. My initial emails always have the relevant details, steps to reproduce, screenshots, etc.

Thank you for the alternative route for the "old" packing slip.

I can report that more detail has been added to the "new" packing slips, but the format is not good. Each detail is just separated from the last by a comma. This is very hard to read when there are a lot of options:

The "old" style, with each option on a new line is much better IMO:

Could you please relay this to the engineers?

[frances_a]

I can absolutely do that, @Apex86 ! 

I'm truly sorry to hear that your interactions have not been positive. This is not the experience we want our Sellers to have when they reach out for help. 

I might be biased, of course, but I do believe this Community is a powerful tool for our Sellers to drive change.

When you share your feedback here, other Sellers can chime in and add their own experiences and our product teams review their boards continuously to get a sense of how everyone is feeling about the product. 

This Community is not equivalent to technical support though and there are situations where only our Support team will be able to help, such as issues with specific transactions or 2-factor authentication issues. 

On my way to share those screenshots with our team now 🏃‍♀️

[Apex86]

Unfortunately, this post sat here for 3 weeks and 377 views before your reply. Definitely not a substitute for timely and competent support.