Missing Customer Names

[VMVLA]

I use Square primarily as a registration tool for online CLE seminars offered by a bar association.  When I recently downloaded the registrants for an upcoming seminar, over half of the registrants names were not in the report -- I assume this has something to do with the division between "squareup.com" and "square.online" and how the customer reached the checkout link.  I have tried requesting an order report from square.online, but I have not received the reports.  Is there anyway to get a report that has all the customer names?

[Valentina]

Where did you download the report including registrants from, @VMVLA?

I'll be able to better answer your question if I have a bit more info about the report you're currently looking at!

[VMVLA]

I am trying to "Export Orders" from the Square Online Order Page which reach through the following steps:

Logon to Squareup.com

Select Online from Menu

Selected Orders from Menu

Click Export Orders

Select Standard Report for All Orders in CVS File

Click Export

Page displays "We're exporting your orders now. We'll send you an email with a download link as soon as your export file is ready"

And . . .nothing.  I never receive an email.

I have also tried:

Logon to Squareup.com

Select Reports from Menu

Select Item Sales from Menu

Select Filter By Item

Select the Item (Course) foor which I need the registration list

Select Export Detail CSV

This downloads a report, but only a third of the orders have the customer name.

What I want is a list of every customer who registered for a course.

[AshleyK]

@VMVLA I checked your email and it's operational in our system, so I would check your spam folder to see if they are hiding there. It may also be beneficial to add Square as a contact in your email contacts. 

It's important to get those emails as it really is the only way to get the information you're looking for in regards to your orders.

[VMVLA]

I have looked in the SPAM folder and just checked again -- there is nothing there.  When you say the email is "operational in our system" is there any way to be sure that it is the correct email (i.e. is it the same email that I receive my daily notifications of sales and deposits and also notifications of posts in the seller's community)?  

[AshleyK]

@VMVLA Yes, it's the email tied to your account and I can also see that there are emails successfully being sent. Do you receive any Weebly or Online Store emails or ONLY Square Point of Sale emails?

[VMVLA]

The emails I receive daily are from noreply@messaging.squareup.com.  The only emails I receive from Weebly are when someone sends a contact form through the website.  

[AshleyK · Accepted solution]

Did you recently change the email to your Square account? When that happens, it doesn't change the email on the Weebly side, which I think caused the issue. I've updated the email tied to your Online Store to the one matching your Square Account. This should fix the issue for you! (Woohoo!!)

But, please let me know if it does not and we can keep digging together.

[VMVLA]

The email was changed over a year ago and appeared to be the same for Weebly.  It appears to be working now. Thank you. 

[AshleyK]

@VMVLA I'm really happy to hear it's working!! 

[GLFC]

I'm having the same issue, email was updated 2 years ago and now suddenly 1/2 of my customer names are missing on the Transactions report function making raffles nearly impossible.

[JJ_]

Hey there @GLFC  and welcome to the Seller Community

Our Engineers are aware of this disruption and have implemented a fix to address it. They are also working hard to link customers to their respective transactions. Thank you for flagging this and I hope this has been addressed for you.

[usascottwright]

I entered the customer's name incorrectly "Ebert, Tim" and created the reoccurring invoice.  I saw the mistake corrected the name "Chris Ebelt" on the account, however, it is still showing the incorrect name on the invoice.

[Valentina]

The already sent invoices will still display the name that was on them when the invoice was paid.

However, any current or upcoming invoices will display the new name, @usascottwright.

Let us know if you have any questions about this!