Meet the Order Manager product team: Which workflows are most critical to managing orders? 📨🧾

[Tom]

Hi Seller Community,

Have questions about the Orders section on your Point of Sale or online Square Dashboard? Our product team wants to hear from you!

I'm thrilled to introduce you to @chada and @Aaron_Product, whose teams focus on order management. Whether you're set up with Square Point of Sale, Square for Retail, Square for Restaurants, or Square Online, this is an opportunity for you to ask questions and share feedback on the order manager’s role in managing your business, notifying you of new or updated orders, printing order tickets, or providing settings for configuring your order-specific workflows. 

Post your questions to this thread ahead of time and check back with us on Wednesday, June 29, at 11 a.m. PDT/2 p.m. EDT when their team responds. 

A few example questions:

• What are the latest feature improvements that will help me better manage orders with Square Online?

• If Square Order Manager could support "_______," the day-to-day operations at my restaurant would run so much smoother.

• I keep running into "_______" every time an order comes through at my retail store. What's the best practice for addressing this?

• What plans do you have for allowing me to configure Order Manager to suit the specific workflows of my business?

• Do you have any plans to improve the onboarding experience to Order Manager for new sellers or employees?
  
  

Note: We are not able to share specific details on our product roadmaps, though this information will be helpful as we continue to make improvements.

Click Reply below to post a question ahead of time, and we’ll address as many posts as we can on Wednesday, June 29.👇

[#2]

Hello everyone!

The time for receiving new questions has closed for this event. Thank you to everyone who asked questions and shared their experiences — we received a lot of helpful feedback!

The Order Manager team will continue to address your posts as they are able. Due to the high volume of interest across all of our forums, it may take a few days to follow up on remaining inquires. We appreciate your patience and please keep watch for updates throughout the end of the week and early next week. 🙏🏻

[chada]

We are actively working on order editing for authorized or unpaid orders in Order Manager! Paid order edits will come later.

To confirm, your other note is around disabling items that have run out? Today, this would require the integration (in this case Doordash) to use the inventory API and for the seller to keep inventory up to date. I believe your request is have this inventory check be automatic by default, and to even hide the item from the integration entirely? Let me know if I misunderstood.

[fleuriwellesley]

Hi is there a way to "hide" a category? we have 2 categories for custom orders that contain items ordered for specific individuals and I would like for them not to show up when searching for something under "all items" because it makes it more difficult to find what we are looking for. In other words if we are searching for an item called "hydrangea" we have to wade through all items with "hydrangea" in the item name that were made for specific individuals which amounts to quite a few. This question is from FLEURI DESIGNS in Wellesley MA. 617-731-1500 or zoe@fleuridesigns.com

[Aaron_Product]

Can you clarify if you mean you want to "hide" a category from being ordered through your Square Online site?

[Aaron_Product]

From our Square Online team: In the store-admin catalog, you can filter by visibility and category, but we don't have category exclusions. You can also hide a category from your published site, but you seem to be referring to excluding certain categories during an ordering workflow, which is currently not possible. 

[DennisW]

Can we get a ringtone for new orders?

[Jandjspirits]

Yes, we miss orders because it would be helpful if the order had a specific or louder notification. Most of the time only one person is working and the tiny notification icon is easily missed 

[Aaron_Product]

New order notifications occur through in OS-level push notification on your device and include a chime. Please ensure your devices volume is turned up in order to hear this audible indicator when new orders arrive in your POS. We are investigating peripheral integrations for louder sounds made for Restaurants, but we have no plans to change the existing sound.

[Aaron_Product]

If you have notifications enabled you should be able to hear a noise. You can check this in your device settings > Orders > Order Notifications > Allow new order notifications. Keep in mind that if you have the volume on your device muted or low you may not hear it. 

[Aaron_Product]

Hey @DennisW and @Jandjspirits, I'm following up with some more details for you here:

New order notifications occur through in OS-level push notification on your device and include a chime. Please ensure your devices volume is turned up in order to hear this audible indicator when new orders arrive in your POS.

We are investigating peripheral integrations for louder sounds made for Restaurants, but we have no plans to change the existing sound.

[TheLocal63]

Hello,

Is there anything on the horizon for seeing on a KDS when courses are fired on a KDS for restaurants? We currently just have to guess due to the KDS not showing when a server or bartender fires a ticket that is ON HOLD beyond having a printer send us a ticket, which kind of defeats the purpose of the KDS screen to replace printers. Being able to see what orders are ON HOLD and which are FIRED would make it usable again. 

Will there be any integration for online ordering with the POS for restaurants? Currently, whenever I have to add a new dish to the system I have to add it to the item list, then add the details/price/category, then it adds it to the website but I have to redo the categories and other info on the online portal. It goes the same way with removing items. If I have to remove an item for a day due to not having products, I have to remove it from the POS and the Online Portal as well. It would be very helpful for the system to be able to just copy the POS screen to the online ordering.  

Thank you

Jason

[RPCElectronics]

I would LOVE to dump PayPal for online orders/shopping cart and bring everything into Square, but you don't have an option to adjust the shipping fee charged based on the order total.  There also isn't a way to adjust shipping charges based on if the order is domestic or international.

Jason

RPC Electronics, LLC

www.rpc-electronics.com

[Aaron_Product]

For your first question, this feature will be available in the next KDS update, 5.95! For your second question, could you confirm that you are using Square Online as your online portal?

[Aaron_Product]

Hey @RPCElectronics, I'm following up with some more details.

You can adjust Shipping fee charged to your buyers based on the order total and the location of the buyer. These settings can be configured using Shipping Profiles. Details can be found in this help article: https://squareup.com/help/us/en/article/6910-set-up-shipping-areas-and-rates-with-square-online-stor... 

[Crosslcota]

What do I do when I pay someone and they don't provide the product?

[Aaron_Product]

Can you please provide more details around how you are using Square to pay a vendor who does not deliver the product you paid for?

[Nel]

Hello! I’d love for the Square team to work on order modifications on the backend for the seller where you can add notes like what samples you included in the shipment or special details like that customer was a referral so you have that information in one place in the order management history. Currently I have a separate google sheet that needs to be maintained for every order and it’s tedious for multiple people to update.

[Aaron_Product]

How do you want to use that information that you would capture about samples sent in a shipment or details about customers? Can you provide more specifics about your business and how you use this information?

[Aaron_Product]

Thanks for this feedback. It sounds like you want to add free items (samples) in the order, but you don’t have a way to track it. I suppose that helps to determine whether the free sample led to an additional order? This sounds like a great idea, but can you confirm that’s why you want to track this information?

[Brannan]

How do I easily notify customers when their order is ready by text with Square for Retail? 

[AZpillar]

That’s an excellent question. I hope someone gives a great answer because I want to know also.

[Aaron_Product]

We do not have automated messaging based on the order state, but you can now message customers directly by tapping on the phone number or email attached to the order from the Order Details page within Order Manager.