Descriptions and Images disappearing suddenly from Square Online Shop.

[bearandbird]

In the interest of venting frustration, but not wasting a day with Square Support, which seems 90% of the time to lead to a dead end and wasted HOURS of my time... I am posting this here.

In the past month we have started to experience descriptions and photos randomly disappearing from our online shops listed items. This will leave an active/visible item suddenly with NO description at all and only one low rez photo left behind.

We did some spot checking today and it appeared to by 75% of the item we checked. We are honestly afraid to check further, since its not something we can easily fix. It will just take lots more TIME that we don't have to REDO work that was already done.

We have been trying to figure out what conditions "cause" this to happen, but it seems to be random.  It has happened to items we listed as recently as the past week and as old as over 1 year ago.

Has anyone else been experiencing this lately?  Any advice? We'd be happy to talk with the Square development team, but have no interest in going through general help/support.

I don't see Square offering any kind of FIX for this happening if the info has already disappeared, we are so broken in spirit and have no faith in the company anymore.

We have spent HOURS of time adding these descriptions and photos to setup our online store. Hours of time, which means thousands and thousands of dollars. So this is very upsetting and important for us to resolve.

[DinaLRosenberg]

This has happened to us... 

It seems that if the item/description is ONLY online and not in your "items" the photos/descriptions can sometimes "fall" off.. 

I've noticed this was the case for us - that December 2022 square did something where the directionality of product photo/description went from item library to online whereas in the past they were independent. We lost a HUGE chunk of our item descriptions/photos.

I do believe b/c of the current catalog convergence that this is happening yet again in isolated instances.

Did you check to see if the items that don't have the photo/description have it in your item library?

[frances_a]

Hello @bearandbird 

This sounds like it could be a sync issue. 

Are your items over in your Square Dashboard missing the images and descriptions as well?

If they are, contacting our support team is the best route, as with your permission, our support team can revert your library to a previous date. Once the details are restored within your Square Dashboard, they will then sync over to Square Online. 

If the issue is only in Square Online, our team would need your verbal approval to log into your account so they can take a deeper look. 

In both cases, our direct support team is your best resource, as here in the Community, we have no access to your account details in the same way our support team does. You can reach support here: squ.re/contactsqsupport

Thank you ✨

[JeffMP]

Frances, hello. Our store (ukrainenestingdolls.com) suffers the same problem. The images are actually in the image library, but they no longer show up on the items themselves.  The category photos show up, but the item photos disappeared suddenly.

I contacted Support, several times, it got upgraded to the Weebly business team, (it is now 9 days since it happened Sep 6). I got an email saying another 1-3 days on Sep 10th. No other communication. Frankly, I do not know what to do except to Tweet at them what a terrible service they provide. In our several hours / days of support "chats" - one supervisor said they needed to "rollback" the site to the previous day. 

I suppose this would be the "synch" issue you mention. Our site is ukrainenestingdolls.com.  Perhaps you have a contact person  or supervisor you could refer it to?  Thanks so much. 

Jeff Thompson

[JeffMP]

Frances, please ignore my last comment. The store was repaired last night. Thank you.