Fulfilment Options Disabled - Delivery / Pickup

[lennys26]

Twice in the past week or two I have found my fulfilment options of delivery and pickup disabled on my location. For the first event, I have no idea how long these options were disabled, however since I corrected them, it has been 5 days and as of a moment ago, the fulfilment was disabled again. Again I am not sure when they changed.

[enabled again]

The first time it happened I asked Support to investigate however they only came back to tell me that I must have changed it and that there were no backend logs to see when or how the change was made (UI, backend, API), or who made the change. They then stopped responding. My experience tells me that the case will have been closed unresolved however as the problem has happened again, I have asked that they resurrect the case. Has anyone else experienced this issue recently?

Not to detract from the above, I notice that when the fulfilment goes offline, all items on the website show as "Out of Stock". I would expect that they would be unavailable, however not out of stock. Any thoughts?  

[MayaP]

Hey @lennys26, thanks for reaching out. I appreciate your patience! 

I understand how frustrating it is to have your fulfillment options change unexpectedly without an explanation. While we don’t have logs that show exactly how the changes occurred, I’d like to gather more details to investigate further. Does anyone else have access to edit your fulfillment settings? Has this issue happened again since your post?

[lennys26]

Hi @MayaP.

No - no one else has access to the make the changes, no.

Yes, the issue has occurred again since the initial report. I have not had any update from Customer Service on the case (101679370), the 13 followup emails I sent advising of the reoccurrence and asking for escalation, nor the second case (102012252) that I opened asking someone to respond to the first case.

While I can fully understand that the people to which I am speaking may not have access to backend logs -- based on my experience, I wouldn't let them anywhere near anything fundamental to my product -- it is patently false that logs do not exist. Don't take this the wrong way as I am not trying to tell you about your own product or be confrontational, but this is simply not how data systems work. Purely by the basic nature of the product there are most definitely logs -- and multiple ones. Now, whether anyone wants to look at them, or whether the case is with the appropriate team who does look at these logs is another story.

[lennys26]

Although there is no new information, I will update this thread for future reference by others experiencing the same issues.

Other than the first and only response from customer service telling me that I must have made the change myself, there has been no response from Square Support to the fact that the fulfilment options on my site were changed without my involvement TWICE, causing my products to be unavailable for purchase. These outages were for an unknown amount of time, causing an unknown amount of loss of business.  I have had no response to multiple requests for an escalation of the case, and no response what-so-ever to the second case that was opened.

After 31 requests for an update on my case, two cases with customer service, and a chime-in by a community moderator (@MayaP) in this thread, I am giving up. I truly sense that Square Support takes it as a game to see how many issues/questions/cases they can avoid responding to. Well, I guess you won this round... again.