Why are saved tickets disappearing?

[Taw1]

Server puts in an order, kitchen receives order no problem. Server then goes to split the order and the ticket is gone. I have checked transactions and it was not cashed out. Ticket is nowhere to be found. All systems are up to date both square app and IOS. Has anyone had this problem?

[frances_a]

Hello @Taw1 

I'm sorry to hear about this issue.

That definitely doesn't sound like the system is working as intended. If the kitchen received the order, there must be record of it somewhere 🧐

In order to look further into it, I will need additional details about the devices involved (What did the server use to put in the order? How did the kitchen get the order, was it printed or shown on KDS? Which one of our apps are you using?) and the order (time and date)

Also, is there any chance the order was voided? Your reporting tools should allow you to see voids and comps.

I'll be happy to check if there were any known issues that could've caused this.

I would also recommend reaching out to our Support team for this issue, as there is a chance that you have experienced a bug and here in the Community we don't have the ability to properly log bugs, since we have no access to your account details.

I'll keep an eye out for your reply! 

Thank you ✨

[Taw1]

Server put order in on iOS device (iPad) kitchen kds is the 22” android bought directly from square.  This happens every time when the server then splits the ticket. It happened yet again today 2/3/24. I wish someone would reach out to me and I can show them by videoing it. I’ve sent a video to square but no one ever returns a call or does anything about it. It’s a real problem and becoming costly for my business. 

[Summer2024]

Hi there, @Taw1! 

Could you post that video here on this thread, and then I will escalate this to the proper product team? I'm sorry that this has taken so long for there to be a resolution. 

I'll be on the lookout for your response. 

[drabbit]

We are having these same issues! We just swapped out our iPad KDS's for Androids. Servers are using iPads.

1st Issue Double items are being added to customer tickets, like for instance 2 beers instead of one.

2nd issue we are experience is a server cashing out a ticket just to end up having it show up again as an unpaid ticket?

3rd issue is food orders not showing up on our KDS, especially DoorDash orders. These tickets sometimes show up 20 or 30 minutes later.