Order Erased When Changing Payment Type

[BHad]

Hi there, 

We are experiencing issues when changing the payment type when closing our bills. Every time we choose a different tender (ie. cash to card) and enter the manager code, the order deletes and we have to ask our customers to repeat their entire order back to us. This is annoying for the customer and we are spending time we don't necessarily have reentering the order. Is this a glitch? What's happening here...

[Breffni]

Hi @BHad 👋 thanks for flagging this. 

It’s hard to pinpoint exactly what might be happening here.

Could you confirm the device you're using – is it Square Register, Stand, Terminal? Also, are you using Square for Restaurants or Point of Sale?

The first step would be to run through some basic troubleshooting, such as ensuring that your device(s) are running the latest software version. If you need steps on how to check or update that, just let me know, and I can send them over once I confirm your devices.

Once I have the details above, I’ll test it on my end as well to see if I can replicate the issue.

Also, would you be able to run a test transaction and capture a video of the issue when it occurs? No problem if not, it would just be helpful for us to better understand what might be happening. 

I'll keep an eye out for your response!

[BHad]

Hi @Breffni 

We are using a square register with Square for Restaurants version 6.53. I think we may need to update, but unsure as I am away from the restaurant at the moment. I am working on getting a video and will send it on when I can. Thank you for working with me to rectify this.