Square Restaurant POS orders not showing up in Square Orders dashboard

[gaurangbhatt]

Hello,

Example:

1. The server goes to the square restaurant POS app on iPAD and places an order. Order fulfillment is selected as DELIVERY (because the item ordered will be delivered at a later time on the same day).
2. The administrator goes to the squareup dashboard to accept the order and change its status to reserved - orders https://squareup.com/dashboard/orders/overview

Expected: Dashboard should show the order. Admin should be able to manage the life-cycle of the order

Actual: The order does not show up in the dashboard at all.

The transaction does show up in https://squareup.com/dashboard/sales/transactions, and we can see the payment.

When I run the Search Order API it returns the orders and the state is 'COMPLETED'. Is there a setup on Square Dashboard or Square Restaurant POS that I am missing?

Please help

[Valentina]

Welcome back to the Seller Community, @gaurangbhatt! 👋

If you are using our API to create the order, you will need to make sure it has fulfillments, and that the entire order is paid for.

You can reference this documentation for more information - please let me know if this isn't quite what you're looking for. For additional help with API-related questions, be sure to check out this thread as it is chockfull of relevant API resources!

[gaurangbhatt]

Hello @Valentina 

actually I am not using the order API.

I am using Square Restaurant POS (plus plan) and accepting orders at the POS. After order is created I can see the order as ticket in the KDS app but the order is not showing up in the order management dashboard. The respective transaction is showing in the transactions dashboard.

we sell food items that requires preparation time and currently any order received via POS is automatically marked as completed.

[Valentina]

Ahhh got it!

I was missing that key bit of information - to confirm, it sounds like you are using Square KDS, is that right?
Or are you using a third-party Kitchen Display System, @gaurangbhatt?

[gaurangbhatt]

@Valentina 

Yes we are using Square KDS so that kitchen staff can see the open tickets. However the problem is not with the KDS.

The problem is when I login to square order dashboard, I don’t see any orders that are created from the iPad that has Square For Restaurant Point of Sale app installed.

we have currently set “accept online orders” to OFF. Do you think that is causing this issue on the POS system?

Note: in the orders dashboard I only see orders that are created and paid online or via the orders API.

[gaurangbhatt]

@Valentina 

It seems the Square Orders dashboard is only showing orders with the source - "eCommerce Integrations".

Orders with the source - "Point of Sale" are not showing up in the orders dashboard.

I need a resolution on this urgently.

[Valentina]

It sounds like you are selecting a dining option on your Point of Sale - these orders will not appear in your Dashboard.
If you create an order via your POS, it will not be visible in the Orders tab, @gaurangbhatt.

Your Orders tab will enable you to sell online via your Square Online website and our eCommerce ordering partners, and manage your customer orders directly from your online Square Dashboard. It is intended to pull all orders from eCommerce sources and delivery integrations, including the following order types: Delivery, Shipment, Pickup, Curbside, and Digital.

I hope this helps shine a light on how this page of your Dashboard functions!

[gaurangbhatt]

Thanks for the update @Valentina. 

Is there a way I can turn off selecting the dining option on the Square Restaurant POS app?

The default option "PICKUP" is always selected.

[Valentina]

Sure thing @gaurangbhatt!

I wrote up a post explaining how to edit dining options right here.

Feel free to drop a comment there if you need any further clarity on how that works!

[patelnikhil43]

Hi! @gaurangbhatt - were you able to solve this issue? I am running into the exact same problem, when orders are placed on SQUARE POS they appear on the SQUARE KDS, however they are automatically marked as "COMPLETED" when I check the order state through an API call. The 2nd part of the issue is that how can I control the status of the order, because these orders do not show up in the "Orders" tab of the dashboard.

Please someone knowledgeable at Square help us out. 

[patelnikhil43]

FOUND THE ANSWER!!!
Pickup Orders on Square Point of Sale | Square Support Center - US (squareup.com)

Follow the steps and it will work.

[gdogarufleets]

We are having the same issue.

What was your solution, just scheduling the orders for a future time?

For example we would like all our POS orders to be completed by a separate work station, even if they are ASAP. Is there a solution for that?

[johngray2]

We use Square for Restaurants. It would be extremely helpful for us to take orders by phone for “pick up”, select a ready time, then have that appear in the Orders tab along with online pickup orders. Additionally we would need these to be pay at pick up (instead of using open ticket). And we still need dine-in and to-go dining options available. I noticed order creation is a feature of non restaurant pos but you can’t enable any dining options. 

[eatMoroccan3119]

This is so confusing . We are having the same issue at our restaurant.    I have 2 server ipads setup with the square restaurant app, before I would be able to see all the tables and orders on my " manager pad" but now the tables and open ticket don't even show up.  Only on the individual server.    

What is causing this issue? 

[Valentina]

Hi there @eatMoroccan3119 👋

Did you happen to see my response in this thread here?

If this doesn't sound like what's happened to you, we would recommend getting in touch with our team. They can take a look at your account with you to help a shine light here. Since we don't have the ability to discuss account-specific details with you openly here in the Seller Community, please reach out by phone (or email) when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨