Why doesn’t Square text the customer when you mark the order ready?

[FuzziesBurgers]

Started self-serve this past weekend

which we thought would be a painless shift. 

Square would send the initial text letting the customer know we received it but once marked Ready or Delivered (we have a pick-up area) they wouldn’t receive a text and there was a lot of confusion at first (people saying they never received texts etc.)

So, instead of making things easier I ended up having to go into Orders for everyone’s phone # and text them personally to tell them their order was ready for pick-up. 

Is there any way around this? I know Square doesn’t have a built in text feature yet for standard in person ordering but if it’s online I’d assume it would work the same as it does for pickup or delivery. ???

[Goldneye · Accepted solution]

HI, hopefully this Square Support page will help.

https://squareup.com/help/us/en/article/6866-in-store-and-curbside-pickup-with-square-online-store

Scroll down to Manage Pickup Orders

[fraservalleycid]

Did you get this resolved?  I have the same issue.  I have the text messages toggled on but it only sends a text when the order is received.  When we mark it as compete it sends an email instead.  

[GWTS]

I also have that issue but I think that maybe it is because i do not offer curbside pick up.  I am a food truck so i am already curbside.  also when i had it offered the texts went to my phone not my iPad.  my phone is never near my work station

[jackmastercraft]

I think they must have been doing an update yesterday. Mine was doing the same thing. Hopefully today will be better. 

[HeyWife]

All of a sudden none of my orders even have the option of being marked as ready, even with that option toggled on. It only gives me the option of marking as complete. I have a bunch of pickups next week that ordered earlier in the month and I know some will forget if I can't mark the order as ready to send out that text message.

[Valentina]

Are you sure you did move already it to the Prepared state by clicking Mark as Ready?
The Mark as Complete option should appear after the Mark as Ready has been selected, @HeyWife.

If you don't think that's the case, our team can take a look at your account with you to help a shine light here.
Please reach out by phone or email when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨

[HeyWife]

I did a live chat over the weekend and was told the “mark as ready” button was a glitch and isn’t available for service items. Which is kind of ridiculous because the fact that my customers would receive a text when the order was ready for pickup was working great because it was a reminder to actually show up. I do weekly pickups and some orders were placed at the beginning of the month and people forget. The text they’d get prevented a lot of no-shows. 

[Valentina]

Have you tried to give our team a call yet @HeyWife?

You can get in touch with a Square Online specialist that way, and they may have a suggestion for you.

[HeyWife]

I haven’t but will try to find time to do that. The option to mark as ready was there a week ago but when I went to do that over the weekend the only option was to mark as completed. For the time being I made a modifier on each item to allow the customer to opt in for email or text reminders directly from me. Which will suck at Christmas time when I have 100+ orders going out each week. 

[Dairyland]

We are also having this issue today. Was working just fine yesterday, and earlier this week. But now when we mark an order ready, the customer never receives a text or email and the status never updates on the link that is sent to them in the order confirmation text.