Meet Our Square Online Team: How can we improve Square Online?

[Tom]

Hello Seller Community! On July 22nd from 10:00 – 11:00am PT, we hosted a Q&A within this thread where Square Online sellers had the opportunity to post about improvements they'd like to see with regard to features and services.

@Justin_N is a product specialist with the Square Online team and @AdamB is a community manager with extensive Square Online product experience. Together, they lead the session focused on how we can improve Square Online features. Learn more about Square Online.

We would love to know more about sellers' experiences with:

• Tasks related to Square Online which take you way too much time to complete.
• Tasks related to your online business which you simply cannot complete today with Square Online.

We will summarize your questions and responses about your “tasks” in a follow-up post soon!

Note on account-specific questions: For your privacy and security, we are not able to address issues related to specific account status details in our public forums. If you need account assistance, please contact our Customer Success team and they'll be able to take a deeper dive.

[davidteater1313]

Why does my web editor all of a sudden today, show up in Norwegian and English?   Sorry I don't read Norwegian. 

Also Why is it so hard to ad Keywords to SEO and my website is not found on Google?   And why do I sign in to Weebly and it shows up as Square?

And why has not support responded to me ever?

I really want this to work, because I want to add a store, but I am about to give up.

Not a fan of GoDaddy, but I could put up a site in 2 hours.  I have been trying to get this to work for 2 weeks and I work in the industry.  

I hope I can get some support 

[Jdscoffeeshop]

Most of us, I believe, are small businesses.

Having any "online" items  be more available to access from the pos.   For example, we can change inventory on hands from the items section of the pos.  As a food/drink business we can not hide any items that are not available with out accessing the dashboard.  Hourly Supervisors should be able to "hide/unhide" items as needed. (With out having to access another computer or tying up the register. ) This could be listed under the Items section as well as inventory.

  This could be same for shutting of the Shopping cart, using the Utilities section. For both square for retail and restaurants.

I have had customers say that they can not see the tip section very well. Could this be larger or make it as a "pop up"  similar to the register screen before a receipt?

[Justin_N]

Hey there, @Jdscoffeeshop! Thank you for your feedback today!

I’ve heard this before about the tip section being something that can be overlooked by buyers, and I empathize with you and your employees that this is an unfortunate thing. I love the idea of some kind of “pop up” for the tip to draw more attention to it, and will be sure to pass this along!

Additionally, the feedback has been loud and clear with regards to needing more control over item availability from ANY Square interface. This is a very important topic and we appreciate your thoughts here!

[sfcsu]

***PACKING LISTS AND PICK SHEETS!!!!!!

I need a way to print packing lists for shipments that does not make me do each one individually.  I literally have spent over an hour doing something that should just be able to be done by checking off which orders to ship next.  A pick sheet with all of the items I need for those orders would also be helpful.

Look at how Ebay does it.

[Justin_N]

Thanks for joining us, @sfcsu This feedback is on point! Spending an hour on a task like this is a huge cost to you, and it’s exactly the type of thing I was looking for today!

It’s really interesting to see Media Mail come up multiple times today. Clearly there is a need here and I’m excited to share this with the team.

I’d love to hear more about shipping from you, and what your business needs from Square for you to do shipping more efficiently.

Thank you for your time!

[sfcsu]

I need to be able to pick the orders to ship on a particular day, maybe by just checking off boxes by the orders, and have a compact, readable, and efficient packing list for each order.   Ebay had me set up a packing list format which is poulated by the customers'.    A picking list of all of the items that were ordered would also speed me up.   The ability to combine orders onto a single packing list would also be a great help.

After my orders are packed and weighed, I want to be able to enter the weights, package size and class of postage for each packing list.

I then want the mailing labels to print out alphabetically so I can match the labels up with the packages.    

The package barcode should then automatically be entered into the customer's order information on line so they get a notification that the package shipped and their tracking number.  I also do not want to spend time every day to enter this information onto the website.

The system, as it now stands takes me an additional hour and a half to two hours of time to do things that should be automatic.  This is wasted time every ship day.

[sfcsu]

Integrate with Ship Station or Pirate Ship

Your current shipping solutions do not suppirt media mail.  Those of us who sell books and DVDs need media mail support.

[Cjonesfly]

How do I get on and listen?

[Tom]

Hey @Cjonesfly, I just saw your post here! This session is all done in writing—sorry for the confusion. If you have a question that another seller hasn't already asked, feel free to drop it into this thread. Our product team members will get to it shortly.

[BerryPerfSales]

I forgot to add, 

I would also really appreciate if the email sent after an online order is marked "completed", contains the tracking number I inputted for the order. 

I have heard that the email will have the tracking number within it if I purchased the label through Square.  If I purchase a label and get a tracking number from an outside source, the tracking information does not show in the email.  I have been having to send manual emails to each customer with the tracking information.  

[AdamB]

Hi, @BerryPerfSales. Are you entering the tracking code through a web browser, or are you doing this through a different device? Tracking information should definitely be getting included if you are doing it through the Square.online interface.

[BerryPerfSales]

I am entering tracking information on a web browser.  

My customers are telling me that the automatic email that sends out after their order is marked as "Completed" doesn't show a tracking number at all.  When I called support about this, they said the tracking number only shows if the label is purchased through Square.  

[TCMagic]

We need the ability to enter a fixed delivery date for Orders (Preorders actually). Right now the system only allows us to put in a fixed lead-time for orders. We do not ship and only offer in-store pickup or Curbside deliver. We have specific street dates for products that we cannot deliver prior to. We have to put a disclaimer at the top of those product's descriptions such as:

"** NOTE ** This is a Pre-Order. Product is expected to be available starting on July 23rd. If you preorder please disregard the date/time the system gives you."

I think you would agree this is not very professional looking. If anyone has a better work around we are open to suggestions.

It should be a simple update to add a fixed delivery date field when adding an online item.

[Justin_N]

Hello, @TCMagic! Thanks for the feedback on the need for a pre-ordering system and for laying out some of the details about how you work around these shortcomings today. For the moment, the workaround you’re using is about as good as it gets and I agree, it leaves a lot to be desired on the professionalism side. I can say that we’re very well aware of the need here, and that the current state of things will change. Could you share some additional details as far as what your ideal pre-ordering system would look like for your business?

[TCMagic]

Thank you for responding Justin!

As far as a pre-order system I will mention what I felt would knock out 75% or more of our needs and could be implemented relatively easy. 

It is our understanding that at the time a customers places an order online the system determines the date and time the item will be ready for the email by adding that item's lead-time (or the default) to the next time the store is open. Our idea is to add a field for fixed date and time the item will be ready when you add a new item. For instance for our next Pokémon items that would be August 24th at 1PM. Any item we add we would populate that date and time and when a customer orders the item online the email they receive would reflect that date and time. Once the system date passes the prerelease date would then return to the default date and time calculation for any future orders of that item.

In addition, it would be very helpful that if a customer at the register preorders an item (or more than one) that it automatically creates an order for those items, while not creating an order for any item that is not a preorder and is in stock. This would negate the need to do two or more separate transactions when some orders have a future deliver date and require a ticket and some dont and are delivered immediately while the customer is in the store.

We would be happy to discuss this further or answer any questions at your convenience. Before taking over the retail store wehere we use Square I had over 30 years IT experience, mostly in development. 

Thanks! We can't wait for something like this to be implemented.

Don Fox

Treasure Coast Magic

(772) 878-0228

[austihag]

Hello Team! 

I've made a few specific posts regarding features I feel sellers would love to see made possible. 

1.) Multi-Store Fulfillment & Automatic PO Adjustments

https://www.sellercommunity.com/t5/Square-for-Retail-Group/Auto-PO-Adjustments-amp-Multi-Store-Fulfi...

2.) Retail POS & App Based Inventory Transfers & Management

https://www.sellercommunity.com/t5/Square-for-Retail-Group/Retail-POS-App-Based-Inventory-Transfers-...

3.) Grouped Item Sales

https://www.sellercommunity.com/t5/Square-for-Retail-Group/Grouped-Item-Sales/td-p/287270

4.) Reporting adjustments to inventory counts & recounts - there should be exportable details on loss/shrink amounts by location. 

[nick1028]

From what I can tell, the ActiveCampaign-Square integration doesn't work at all with Online Checkout or Online Checkout links -- that's a huge miss for us as it basically makes it useless for our online business and marketing automation needs... Would love to see this remedied. 

Also when online orders go through, it doesn't attach a customer automatically, I have to do so manually? Would love to see that be automatically synced based on email address. 

[user12039123]

Adding to my prior request…

Reassigning service provider (commission) after transaction is complete.

I have new staff that train, as well as just everyday human error for seasoned employees. Mistakenly charged under a wrong staff member and there is no way of correcting it unless you cancel order and recharge the client.

I would love to have a print out after the ending shift for staff to go over their sales and make sure it is all correct. There is no easy report to access that without jumping through hoops to make a print out. Which would be creating a spreadsheet and erasing everything not needed. We do not have time for that in our busy place.

As of now I am paying someone to redo my reports before payroll. They have to go through each day and match up the day with the staff and client to make sure it matches on our booking calendar. They make a spread sheet, change the clients around if they were misplaced onto wrong staff.

It comes to me. I go through and double check everything then calculate the commissions. But at the end of the year our books will never be accurate being there is no way of correcting it.

Yes- that’s a lot of work. It’s shouldn’t be that for me to get payroll done.

[Tom · Accepted solution]

Hello Everyone,

Thanks again to all who shared their experiences and to @Justin_N for your time over the last week!

We heard from a wide variety of Square Online sellers who pointed out areas where we can make day-to-day tasks easier.

We were able to answer most of the questions posted throughout this week, though we will follow up with a handful of more sellers over the next few days to be sure that we get as much insight as possible to the teams within Square.

To summarize, we saw a lot of questions about ways to improve ordering & shipping, as well as themes related to inventory & reporting that would aim to streamline your decision making. We also heard great points about important improvements to Square’s ecosystem of products like surfacing Online Store settings in your POS and ensuring that the Online Store honors item settings like fractional quantities.

For the latest with Square Online, be sure to check back to this page: squareup.com/us/en/online-store.

Finally, for anyone who is reading this and is interested in Square for Restaurants, be sure to check out yesterday's Q&A with their team: Square for Restaurants: Ask a product manager anything!

[AquariusMoon]

We should definitely have buy now pay later options available like most merchants now

[Archie1]

have reviews show up in the purchase popup.. at min the star count.