Are custom fields in Square Checkout Links not mandatory?

[arctracker]

I have a custom field defined on my checkout links. It USED to be mandatory but appears to be no longer mandatory (as evidenced by a rash of transactions being submitted without the custom field being populated). The field displays under a section labeled as "Required*" but apparently really isn't. Is this going to be fixed sometime soon?!

The title of this post has been edited from the original:  "Custom fields on checkout link no longer mandatory"

[MayaP]

Hello @arctracker I appreciate you reaching out and bringing this to our attention. When I test this out I see the custom field option. Could you provide a screenshot of the area in the checkout link you are referring to? Just so I can get a better idea of what is happening? Thank you!

[arctracker]

I appear to be unable to upload images so I can't provide a screenshot. However, here is the checkout link: https://square.link/u/enTDB73c.  The custom field is called "Property Address".

[MayaP]

I am sorry I want to make sure I clearly understand the issue @arctracker . So the issue is  when you send a link the required field is no longer required right? Customer can submit a payment without entering that information, whereas before our system made them. Is that correct? 

[arctracker]

That is correct. I believe that required fields USED to be mandatory and customers could not submit a payment without putting a value in that field. This is because up until about a month ago, NO payments were coming through without the "required" custom field being populated. About a month ago, we suddenly began getting a number of payments with a blank "required" custom field.

[sayra]

Hello, @arctracker. 

We're grateful for the additional details you've shared about the required field. Unfortunately, on our end, we are unable to process a transaction to confirm if this field is currently required during checkout. Regrettably, we don’t have further updates on this matter.

To better understand what your customers are experiencing, is there a way to gather feedback directly from them? Given that this appears to be an account-specific issue, we recommend reaching out to our Support Team tomorrow. They can work closely with you, investigate the problem further, and potentially initiate a Support Ticket for our engineers. Your cooperation is greatly appreciated.

[arctracker]

I can understand that you don't have a free way to confirm if the field is required or not. I can confirm for you that I just processed a transaction with my own credit card and completely bypassed the required field (Property Address) and the payment went through. Are you saying that, in your opinion, the form should have returned an error indicating that a required field was missing and preventing the transaction from being processed? If so, I can contact customer service again (my previous customer service contact left me frustrated because the representative insisted that custom fields could not be mandatory).

[sayra · Accepted solution]

@arctracker- After a thorough investigation, we have confirmed that this issue stems from a bug on our end. Our engineers are actively addressing it, having noted its impact on multiple sellers, including you. I've added your account to the list for attention on the same matter. We'll keep you posted on the progress. In the meantime, the affected field will not be mandatory. We sincerely apologize for the inconvenience and appreciate your patience as our team works diligently to resolve this issue.

Thank you for your time and understanding.

[arctracker]

Thank you. At least the issue has been acknowledged and you have provided hope for a solution. It would be nice if the team working on the issue would provide an update and a conservative ETA on a resolution. Please let them know that, at least in our case, there is another option (credit card processing solution) that we can implement instead of Square if a solution to this issue isn't available within a reasonable timeframe.

[arctracker]

And.... I found that I can upload images if I'm logged in... DUH!