Product Modifiers pop-up - gone, now a multi-step process??

[TheBakeryRialto]

Good morning
we're having an issue with modifierss for products in the EPOS screen.

It was a simple process: click a product (eg Cappuccino) and the mofifier options would pop-up (oat milk, decaf, extra hot, etc) and we could select whatever was relevant.

That pop-up has disappeared. It's now a multi-step process:
1. select the product on the main screen
2. click the product (on the window on the right hand of the screen) a second time
3. select "hot drink modifiers"
4. select the modifier(s) required
5. click save

I have gone in to settings to see how to change this but can't find anything.

It's really too long a process.

How can we go back to the simpler way it was?

[Breffni]

Hi @TheBakeryRialto, thanks for flagging this again. 

It looks like the redesigned Retail app has been fully launched, and the previous experience is no longer available. 

I understand that the current checkout flow is adding more work to your process, and I've reached out to our Retail team to share this feedback and to see if any upcoming updates may be able to help here. 

I'll let you know once I know more. 

[TheBakeryRialto]

Please.

It is adding unnecessary steps and complicating what should be a simple process

[Breffni]

Hi @TheBakeryRialto, thanks for your patience. 

The Retail team are working on releasing new checkout customization settings for all sellers as a part of this new checkout experience, which will include the old modifier settings, however, I don't have an exact timeline to share. 

Given the disruption this was causing to your workflow, they have re-enabled the option to opt out of this new checkout experience on your account. 

You should be able to see the setting we disabled recently. 

1. Tap ≡ More, then navigate to Settings. 

2. Tap Favorites > toggle off Enable the new basket experience.

If you have multiple devices, you'll need to do it on all of them. 

I hope this helps, please tag me if you have any trouble. 

[TheBakeryRialto]

Breffni

it's really frustrating. I received a reply from another of your colleagues and their suggestion has re-set the shop terminal so on Friday morning I had to scramble to try to patch together a sales screen so that we were able to open our shop and trade as usual.

Our sales screen changed completely after the 'fix'

- all of our category buttons disappeared - just the list of items

- barcodes do not scan

- receipt printer won't work

This morning I have to go in with a 'fix' from another of your colleagues. This one does not give me very much confidence as he has told me "Important to note: We are experiencing a known issue with Square Registers running on OS version 5.43 after a factory reset is performed. Square Register may start to crash periodically, which may result in your screen going black, showing the Square logo and reverting back to the previous screen you were on before the crash".  What if this happens in the middle of the day when we have a queue of customers? Do I close for whatever length of time it will take to do this? If I am not in the shop (I can't be there all the time every day) everything will have to stop until I can get there.  I'm very, very worried about this.

These fixes for an issue which really was quite small (and shouldn't have come up in the first place if the people designing the software had thought about the way that we use modifiers in orders) have created a HUGE stress for me since Thursday evening.   Everything is taking so much longer. On Saturday, our busiest day, customers walked out because it was taking so long to manually find and input every item. I can't afford to lose business like that.

[Breffni]

Thanks for letting me know @TheBakeryRialto, and I'm sorry to hear that this happened during service time. 

Regarding the reported Square Registers crashing, I want to clarify that we haven't identified any ongoing issues with crashes. Currently, we're operating on version 6.40, and it seems there might have been some misunderstanding, which we'll investigate further on our end. Have you encountered any crashes yourself?

I understand the frustration caused by the recent changes in the checkout process. While the new checkout experience aims to enhance efficiency for all sellers, we've temporarily reverted it for your account. Could you please confirm if your modifiers are now functioning as expected?

We understand the importance of uninterrupted service, especially during peak hours, and we strive to minimise any disruptions to your business.

[Breffni]

We did have an issue as described on an old software version that would impact some sellers but not all of them, but it has been resolved for some time now, which is why we're taking a look on our end as to why it was mentioned to you. 

I would also check that when you sign in to the Square Register, you select 'Square for Retail' rather than 'Square Point of Sale' - it sounds like you may be logged into the wrong software version which is why you are having trouble with barcodes, etc. @TheBakeryRialto 

[TheBakeryRialto]

yeah we figured that out yesterday in a support call. I was told on support calls last week to select point of sale. Yesterday your colleague told me to select retail

[TheBakeryRialto]

Hello Breffni

the issue with crashing was communicated to me by one of your colleagues......?   I indicated this in my previous message.