Square data loss?

[jampff]

I am concerned that my customer database and invoice data seems to have gone backward. Recently my recurring invoices were generated, but the new invoices did not have recent edits that I made to the recurring series template. Also, a customer was suddenly missing two cards we had recently saved to file... there is no sign that they were ever in their profile. I had to refund their invoices because they were accidentally charged to an old card since the correct cards weren't there anymore. It seems like my data has gone "back in time". It's almost as if there was some sort of reason that Square needed to revert to an old backup of the data in the backend but never told me. Please help! This is concerning.

[Lou8 · Accepted solution]

Hi @jampff, thanks for posting in the Community.

I'm sorry to hear you've had issues with your Invoices. Unfortunately I don't have access to account information on this platform, and I'm unable to investigate.

I suggest contacting our Support Team by email or phone directly so they can take a closer look and escalate to the appropriate team if necessary.

Thank you for your understanding !

[Lou8 · Accepted solution]

Hi @jampff, thanks for posting in the Community.

I'm sorry to hear you've had issues with your Invoices. Unfortunately I don't have access to account information on this platform, and I'm unable to investigate.

I suggest contacting our Support Team by email or phone directly so they can take a closer look and escalate to the appropriate team if necessary.

Thank you for your understanding !

[jampff · Accepted solution]

Thank you. I've already done this. I finally received an answer that said my issue was being transferred to an Appointments specialist, even though the major issues I mentioned here have nothing to do with Appointments. (There was one other minor thing that happened with Appointments, but the really worrisome invoice issues I mentioned here are not related to Appointments.) Also, that was close to 48 hours ago and I've yet to hear from the Appointments specialist anyway. This is aside from the fact that my post here was on Saturday, and I'm finally getting a response from a Square rep on Wednesday, suggesting that I do something I had already done before I even posted here: email Square support.

I have posted issues in this forum in the past that never even were acknowledged once. 

My wife and I each have separate Square accounts, for two separate businesses. We were both comparing notes that our customer service experiences with Square have been frustrating and unhelpful. She had also experienced data loss multiple times... after inputting hundreds of new items into her inventory, suddenly they're all just gone. This has happened more than once. When she called Square, they told her she needed to input it all again. I'm not asking for help here with her issue... it's already water under the bridge. I'm merely sharing anecdotally that there seems to be a disturbing pattern: both of data loss and unhelpful/grossly delayed customer service.

[Katie_SQ]

Hi there @jampff, 

First off, I just want to say how sorry I am to hear about your experience with us so far. This is definitely not the type of experience we aim to provide our Sellers, and I appreciate you bringing this to our attention.

When it comes to technical issues like the ones you’re experiencing, this is something that does initially need to be escalated by our Direct Support Team so that a case can be filed with our Engineers for further review. I’m sorry to see that this hasn’t happened in this instance. Our Engineers require certain information to investigate this further, which can’t be shared on this platform, which is why we recommend reaching out to our Support Team in situations like these.

I want to ensure this is looked into as soon as possible, so I’ve escalated this case directly to our Engineering team for a closer look. Please note your case number is 97828923. A member of the team will reach out to you via email as soon as possible to ask further clarifying questions, and to provide updates.

Thank you for your honest feedback, and please know that your concerns are heard. I've shared this feedback with the relevant teams to help improve our processes moving forward. Please keep an eye on your email inbox, as our Engineering team will be in touch shortly.