Star Kitchen Impact Printer SP742ME Printing duplicate tickets for online orders

[grovetealounge]

Hi there!

I own a cafe that's been in operation for nearly 2 years.  We have been using 2 Square Registers with 2 of these Ethernet Kitchen printers: Star Kitchen Impact Printer SP742ME - 1 for our kitchen and 1 for our bar so we can separate items out to their respective prep areas.  We've never had a single issue with either of these when using them for in-person transactions placed on our registers within the cafe.

Here's my issue: We are in the process of launching online ordering for pickup/delivery and are noticing that when our test orders come through from the website, these printers are printing out duplicate tickets for each order. In other words, the printers are spitting out 2 tickets for each online order that comes through.   I do not want duplicate tickets printing. It's confusing for our staff, wastes paper, and causes confusion. It's never done this before and still does not do this when we place orders in person.  The duplicate tickets online print out when an online order comes through.

I've tried talking to the online/weebly support team AND the regular square support team, and nobody seems to be able to help me with this. I've been passed back and forth between them with no luck.  Any help with how to stop my kitchen printers from printing duplicate tickets for each online order that comes through would be greatly appreciated.

Thanks in advance!

[Alex_]

Hi @grovetealounge,

Thank you for posting in the Seller Community.

If you've already contact both Customer Success Teams and our Online Store Specialists, I recommend reaching back out to have them file a ticket. It sounds like there might be something occurring on the back end causing the issue.

Check out ways on how to get in contact with them by visiting here.

[grovetealounge · Accepted solution]

Hey @Alex_! 

thanks for the input. I actually figured it out on my own a few hours ago...

I have 2 registers in my cafe and both had the “automatically print online orders” option toggled on. So when online orders came thru, they each sent the order to the kitchen printers be printed resulting in duplicate tickets.

Once I switched that option off on one of the registers it fixed the issue and I am no longer getting duplicate tickets printing 🙂

[Alex_]

Glad to hear you got this resolved @grovetealounge. I appreciate you circling back to let us know! 

[lelas]

Saw this thread while searching my issue. I'm have a similar issue where online orders are printed twice on both our printers (foh and boh), but we only have one square pos. can't for the life of me figure out why. i'm sure there's a reasonable explanation but we have had no luck. does anyone have any ideas?

[Valentina]

Do you happen to have sign and tip enabled?

If so, you would have two receipts print out, @lelas - let me know what you see there!

P.S. Welcome to the Seller Community ✨

[Kchiao]

In the last two weeks, I've noticed that for online orders, we've been getting multiple tickets (just with the customers' name) printing out along with the actual order. We figured out that Square was automatically printing out one ticket for each item that the customers ordered. Is there a way to toggle off that feature? 

I'm assuming that it's for customers that have the sticky type of receipt paper so they can label each item with the corresponding customers' name, but we don't do that at our restaurant. Is there a way to only have it print 1 ticket with the customers' name, instead of 3 tickets with the customers' name for each order? It's fairly minor, but really a waste of paper. 

[Arie]

Do you have multiple printer stations @Kchiao? It might be worth checking your printer settings by heading to Settings > Hardware > Printers on your device. Give our friendly CS team a call if you're still having trouble after checking these settings so they can troubleshoot further, or file a ticket if necessary.