new order email notifications have stopped

[SugarBakery]

Haven't received one in three days. They are not in my spam folder and the notification settings are correct (and haven't changed). We use Google Apps for email and I've added all the squareup.com address to a whitelist, but I'm still not getting them.

[mckayrt]

I don't know if it corrects the customer confirmation email receipt issue.  My orders are high dollar amounts (usually $300 - $750), but very infrequent, so I plan to investigate this later.  I've wasted so much time resolving the order notification issue, I didn't persue the ccustomer receipt side.  If you get an answer, please let me know.

[CRELLC]

I added additional email addresses to the notification screen and placed a test order just now. I did receive notifications of the sale at all three email addresses I used. I did not, however, as the customer receive an order confirmation email. I did receive a confirmation by text, but I do not understand why customers are not receiving confirmation emails. Not every customer is going to plug in their phone number. Square, I hope you are reading this. We need confirmation emails for our customers. Clearly looking at this thread it is obvious that it is not just my problem. Multiple merchants are having the same issue. Thank you for your help.

[MayaP]

Good Morning @CRELLC thank you for reaching out and providing more insight on this. That is super frustrating your customers are not getting the confirmation email, I certainly want to investigate this further.  Can you provide your website URL? Currently, when I am looking on my end I am not seeing this issue coming up but this might be something our Square Online Team is more aware of, have you been able to reach out to them? You can reach Square Online at #1-855-700-6000 squ.re/contactsqsupport.  I will keep an eye on your reply! 

[mckayrt]

MayaP:  If you think @CRELLC is the only person having issues not receiving order notification emails and customers not receiving receipts, then you're obviously not monitoring problems posted by others.  More importantly, it appears Square is not communicating with your own telephone support staff.  I and others noticed that order email notifications stopped about 4 weeks ago.  Likewise, customers are not receiving receipts for orders by email.  Telephone support staff avoids the real issue and provides email addresses to add to my whitelist (safe list), but this doesn't work.  For me, my online store is hosted by Square, so why is the URL needed?

Roy

[MayaP]

Hey there I do understand this is upsetting and certainly can see other people are having this issue but in order to take a deeper dive I need to confirm the URL. Since we cannot discuss account-specific information via the Seller Community getting your URL is the most secure way for us to take a deeper dive into this and test this out. Again I can clearly see multiple people reporting the issue but since on our end, there are no reports of this issue it will be easier to take this on looking at specific websites.   If we are asking for information it is for a reason, not just to waste time.  If Square Online has not been made aware of the issue which from what I can tell they haven't how can we get this resolved as a whole @mckayrt ? Please provide your URL or reach out directly to Customer Support at 1-855-700-6000 squ.re/contactsqsupport. 

[mckayrt]

Where do I send the URL, without posting it for everyone to see on the community? If you can provide an email address or provide a phone number to call you at, then I can send the URL. 

[MayaP]

Seller Community advocates do not have email addresses or phone numbers you can send this to.  Your URL is the link to your website so that should be public. If you don't want to provide it here then please reach out to Customer Support. In all honestly, it will be best to reach out to Square Online Directly because they do want to hear about this issue directly from the seller. I also don't see any contact between you and support about this issue, again if our team hasn't been notified about this we cannot get this resolved. Please reach out to Customer Support at 1-855-700-6000 squ.re/contactsqsupport. Thank you @mckayrt !

[mckayrt]

Here's the URL you requested for my site: https://roy-mckay-phd.square.site/

You say thetre is no contact between myself and support about this, but I have multiple emails and more than one case number.  I believe you've simply confirmed that there is poor to no communication between phone support and what you can see.  Here's one of the case numbers I was provided: Case #: 78681049 

During phone support, I keep getting different people, each time having to explain the issue.  For example, on Mar 8, I received an email from "Benjamin I", who said he's escalated my case to the Square Online Support Team.  I responded back shortly afterwards and received a reply from "Chrysteene", asking me to explain the issue in detail.  I've had emails going back and forth, but calling into the 1-855-700-6000 number is both time consuming and simply having to repeat the same concern again.  I've requested setting up a date & time to speak with an upper tier support person, but they claim this can't be done.  They prefer to play email and phone tag. 

[TRICIAANSON]

I have been having the same problem! I have been going back and forth with support via chat and email for 12 days now—though the last three days I’ve been ghosted. No more replies. My storefront is https://bookwormwordnerd.square.site/ 

I receive order emails, but my customers do not and the orders are not updated on my Square dashboard unless I manually send their shipping emails. I’ve communicated with PRINTFUL and they very helpfully have identified that the problem is not on their end. I even shared screenshots of my emails with them in my correspondence with Square support. I just kept getting sent to new people from Square or Weebly and I can tell they weren’t even reading my emails—they were sending me links to the videos about how to connect my account with PRINTFUL. This has been entirely frustrating and severely disappointing. As much work as I have put into this website, I have started to look elsewhere to start over if I can’t even get competent support. 

[mckayrt]

I'm having the same problem.

[mckayrt]

I use Outlook for email and my notification of new orders also suddenly stopped.

[BrainArtist]

Have Seller Community mods figured out the solution that Square Online is providing yet? I haven't received order notifications since 1/13/23, only Square payments and then I have to waste time looking them up. I haven't changed anything in my online notification settings and have been using Square online for selling since before Weebly times. (the Weebly headache merger that has been anything but seamless, right?) This looks real bad for Square considering all the messages in this thread. Maybe it's time I move to another platform. [Not blaming Seller Community, this is a Square / Block problem that they don't seem to care to fix]

[MayaP]

I am so sorry for the delay @mckayrt! I am just getting this message. 

I appreciate you guys @BrainArtist reaching out and continuing to let us know this is still happening. I have reached out to our team and let them know and we are investigating. I just want to confirm are your emails are domain emails. Sometimes the domain itself can block the emails, we have seen that happen.  I would double-check that in the meantime we are working on this.

Thank you for hanging in there!

[BrainArtist]

First I deleted the notification email and turned that feature off. Then I reset it to my domain email used before and created a filter to make sure these emails don't go to spam. I think part of the problem is the emails come from this address: [email protected] because before I created the filter, they were in spam. It's a domain email that is notified, but I use GMAIL to manage all of my domain's emails. Currently I'm receiving the order notifications with this setup.

[theunderground]

did you ever figure out what was going on ? 

This just started for me too! Ugh!

[BrainArtist]

Not sure if you saw how I solved earlier in the thread, Online > Notifications.. but it worked for me and hasn't been a problem since. Good luck, sometimes Square just glitches then comes back to normal on its own, but I had to manually do this to fix this issue.