Categories not working properly

[GNG]

Hi everyone,

When adding new items for sale in the website, they are showing up for sale with no problem.  I’ve assigned them to several categories, and can see that the items are listed under the category.  

However, in the online store, not all items show up when a customer clicks on the category.  The items are available for sale in general, but not under the category.  I’ve waited a day or two after making changes to make sure there isn’t a delay, but I just can’t figure out the problem.  Any thoughts?

[TCSlaguna · Accepted solution]

Hi @GNG 

I'm having the same problem. I believe Square is aware of the issue. However, there is no timeline at this time of when it will be resolved. 

If you'd like to expedite the process, you may consider calling Customer Support. They can reindex your online store to try to get the products to populate on the site. 

Best of luck. Let me know if there is anything else I can try to help with. 

[TCSlaguna · Accepted solution]

Hi @GNG 

I'm having the same problem. I believe Square is aware of the issue. However, there is no timeline at this time of when it will be resolved. 

If you'd like to expedite the process, you may consider calling Customer Support. They can reindex your online store to try to get the products to populate on the site. 

Best of luck. Let me know if there is anything else I can try to help with. 

[GNG]

Thanks, glad to know it isn’t just me.  I tried some other suggestions from older posts, but still no luck.  I did email customer support and got a response about making sure to hit “publish” after editing the site, but I’m not sure that applies here, since I want to add a whole bunch of items in the right categories, not just edit and publish the site categories, if that makes sense. I’ll try emailing them some screenshots or calling and see if they can give more help. Good luck to you as well!

[hihellopup]

I'm in the same boat AND my new listed items has been published, but hasn't showed up on my website. This new update they did is really messing things up for us.

[Kassi_ · Accepted solution]

Hey there, @GNG!

Jumping in here to see what I can do to help with this issue you're seeing with your Online Store. I had one of our Ecom Support members do some digging behind the scenes to see what is going on. 

They were able to tell me everything looks to be running & set up as it should, but if you're still seeing issues - please let me know. I would need some more specific information on which item or category is still giving you trouble. 

I will keep an eye out for your reply👀.

[GNG]

Yes, it does seem to be working now. I haven’t had the chance to test it by adding new items, so I will do that this week. If I have any other problems, I will reach out again. Thanks!

[NalaSublimagic]

I'm having the same problem and calling now.

[krownbakery]

I am experiencing this issue as well. When I go to dashboard/items/categories, all items are assigned to their respective categories, but when I look at the online store that the customer sees, some items are showing up under those categories, and some are displaying under items (aka they are uncategorized). 

[Cameron01]

Same problem. Ever since update my online store categories are not updating properly. Have to take online store offline until I get response from online support request.

[TCSlaguna]

@Cameron01  This should have been (somewhat) improved in the last week. Can you try it out again and let me know if you are still having challenges? Thanks!

[Cameron01]

Still having issues. Items missing from some of the categories and some categories don't show on store.  Is there something I can do? Store is offline until I can get this resolved......Thanks

[maxpete]

@Cameron01 I just wanted to follow up with this and see if you're still running into issues and if so do you mind dropping more details here. That way I can get this escalated to our team. Thank you!

[Cameron01]

Issue has not been fixed. Categories are not showing all the items that are listed within each category. All items are marked for sale on the online store but not showing up. Look at Burger category. One burger shows up, but we have 9 burgers. I also noticed that every time I go in to remove shipping as an option (guess this was automatically checked with the update) it removes the item from the category. For example, I just removed shipping option from Souther Dog under the Hot Dogs category and it is now gone. Definitely something going on. Our business has been with Square since near the beginning, so not sure if our item information is just not mapping properly.  Need this fixed before Holiday weekend. Please let me know what you find. Feel free to view our menu at www.cryinjohnnies.com to see exactly what should be in each category.  Look at Appetizers, Burgers, Hot Dogs and compare to our pdf menu on website and you will see what I am talking about.

[maxpete]

Thanks for this, going to share with the team now!

[Cameron01]

Any updates?  And why do I get below message when I try to remove shipping? Seems like when I remove Shipping option, the item disappears from my online store. We are a restaurant and Do Not ship any of our items? Customers should not be able to select Shipping as a method on our online store.  

Subscriptions

Offer this item on a recurring basis with subscriptions. Learn more

Add

Shipping is not enabled for this item. Currently, subscriptions must use shipping as the fulfillment method. Enable shipping

[maxpete]

@Cameron01 I just followed up again with this. As soon as I hear back, will get in touch!

[Cameron01]

Good news is that all Categories look to have all Items (please let community know how this was fixed). Now I need to understand how to remove the Shipping option from the Online Fulfillment Methods. Anytime I try to remove Shipping, it removes the item from my online store. From what I can tell, the only option on our online store is to have it Shipped. Under the "How To Get It" field, there are no other options. Please have someone look at this and get back to me. I cannot turn store on until this is fixed.

Cryin' Johnnies

[TCSlaguna]

@Cameron01 I’m glad to hear that the issue has been fixed!

For the current issue you have: Can you check the “Item Type”? I am pretty sure if it is “Physical Item”, then shipping or pickup have to be an option. If it is “Digital” then it doesn’t. 

[Cameron01]

Did not realize category "Item Type". When I opened it up I should select "Prepared Food and Beverage", given we are a restaurant. When I selected that option, the item was removed from online store. When I tried to change it to Digital, items was removed from online store. Had to change it back to Physical with Shipping option for it to show. I am more than welcome to let someone log into my account and fix this. Just let me know. Holiday weekend starts on Friday.

[Zigzag127]

Yep also having this issue for a few days!!