Items in shopping cart can still be purchased after being sold out

[BothwellFarms]

So, in 2020 during the height of in-line ordering we had problems of items being added to shopping carts, then getting sold out, and square still allows the shopping cart sale to proceed.

called and was assured that it would be looked into.  As we continued to have the problem, we would call the customer, explain the issue, and refund their money.

Fast forward to 2023, had the issue again today. Had 20 hot retail items come in, offered them for sale, and sold out in a hour.  Then additional orders started coming in.  Called Square, and all they did was transfer me around to people that don’t understand.  1 hour & 20 min later and no help. Customer service used to be amazing, not so much.  I wouldn’t care, but now we are charged for the service fees when we do a refund. Makes it hard to do online business when I can’t stop the purchases when we are sold out.

[_Violet]

Hi there, @BothwellFarms - Thanks for reaching out to the Square Seller Community to bring this to our attention.

Firstly, I am sorry to hear about your experience with our Support Team. After each interaction with Square Support, you will receive an invitation to provide feedback on your experience. I suggest using this tool to review your experience. Our teams do review these surveys and our leadership teams will follow up directly with an advocate if any corrective action is needed. (We don't have the ability to look into your Square account via the Seller Community so I'm not able to review your past Support cases.)

Additionally, I reached out to the Square Online Support Team regarding the "sold out" issue. Here's what they've let me know: "Although very rare, if an item gets sold out super quickly, and there is a sync delay going on, that's usually the only time an issue like this would occur. The good news is, we don't see evidence of this happening now. We've done some testing and aren't unable to purchase any sold-out items from their website. They shouldn't experience the issue going forward. However, if they do, we highly recommend reaching out while the issue is occurring, if possible, so we can troubleshoot in real time. Since it's functioning properly now, we aren't able to troubleshoot."

I hope this information is helpful but please do let me know if you have any additional questions.