Online Website item quantities not syncing with Square Item Library

[captcurt]

Has anyone else experienced this.

Ongoing issue getting ready to go to Day 3. Everything working correctly after the recent changes and then noticed that transactions in the register and also Purchase orders or other inventory updates the quantities were not synching.
First run through support day 1 - escalated to engineers they said they would do a resynch and wait 24 hours and it will be back to normal. Nope didn't work
Second run through support day 2 - escalated and was told that it was a location issue which they fixed and then said they were sure the issue "would not happen again" and gave me case number. AND it didn't work still same issue nothing changed.
Third run through with support, worked the same thing over again, if you make a change to inventory on the website, it synchs to the Item Libarary correctly. BUT if you do it through the dashboard, which includes register sales, Purchase orders etc. It does NOT update the online inventory totals. Escalated again to engineering and told that they would send an email with resolution or update and nothing.
Going on 3 days of lost sales. Not good. Wondering if I created a WHOLE new website from scratch if it would fix the issue. If I can do this I could probably get it going within a day.
UPDATE - 
Going on Day 5 of this issue - We have had now 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on https://www.issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.
We tried suggesting to them we would be willing to scrap our current website and start a new one from scratch. They said it would not solve the problem and inferred that this is a bigger issue. Hopefully this gets resolved soon, we are losing alot of sales because of this.

[#2]

Hi all - I'm writing to let you know that our engineers are aware of this issue and are currently investigating a solution.

The easiest way to stay up to date on our progress is to see our status updates at issquareup.com - Our team is actively updating our Status Page as we speak and will continue to post updates until we have a fix.

We appreciate your patience as we work to resolve this issue.

[wordhorde]

Just curious, how do you "unreceive" a purchase order? I've needed that on occasion, and couldn't figure out a way to do it.

Also, I did manually sync all of the items we were having a problem with by adjusting in the Online Dashboard, and I'm not noticing any doubling in the Item Library.  But, of course, I didn't make a list of everything that I fixed, so fingers crossed! 😄

[JoeTend]

@wordhorde 

I basically opened the Purchase Order, and chose "Edit". I then went through all the received pieces and changed the received amount to zero, then chose "Save". Then, I went back into the same Purchase Order, and marked all the items as "received" again. 

I don't believe there is a way to perform this function if you are just adjusting inventory outside of a Purchase Order. But I'm not entirely sure about that.

Glad you're not seeing any of the doubling issue!

[Sineaid]

Thanks for the update, @JoeTend! I’m glad to hear things are back on track.

I also appreciate you letting me, and others, know about the issue with your inventory after manually updating the stock. Our team is confident that the issue on a whole has now been resolved, so hopefully what you’ve experienced won’t affect many other Sellers.

To be on the safe side, I’ll also circle back to the conversation between our engineers and CS teams to flag what you’ve reported, and see if I can see any other instances of this happening.

[Dawnmarie5bz]

Unbelievable!!! After a week without any issues we are back to the SAME problems as before!!!! Please square get this fixed!!!!!

[Summer2024]

Hi there, @Dawnmarie5bz! 

First, I am so sorry for a delayed response here. Are you still experiencing issues with inventory? I will be on the lookout for your response, so I can help tackle this issue if it is persisting and get your business back running smoothly. 

[Dawnmarie5bz]

Summer

I spent 1:45 minutes on the phone and now I have duplicate items in my POS and all my items are still not on the online ordering. Please please help!😭

[asimpleseller]

There seems to be an issue with Categories that seems to involve the way Square is tracking items for sites and for physical stores. We are now experiencing items that aren't showing up on our site, and after what we thought was a successful category migration, items are showing up double on the POS app. This is so disturbing, and it's Saturday our busiest day so I can't do anything until the store closes. Super frustrating!

[Sydeswept]

I’ve been having this issue! I did a search on it and couldn’t find any it might be happening. Items I sell in person, through an invoice, or quantity updates are not syncing over to my website. I’ve already had to issue several refunds for items being oversold (and I don’t get processing fees back for refunds). A comment says it’s been fixed, but there’s been no change on my end at all, even for newly updated items.  All sold out items are still showing available. 

[DinaLRosenberg]

It would be nice if Square credited refund processing back while they were

fixing this issue 

[Dawnmarie5bz]

I agree! Give us something back as this has been going on FAR FAR FAR tooooooo long!!!!

[Dawnmarie5bz]

Is there any update as to when they will have this under control? I went all weekend and today with my inventories incorrect on my ordering page? There is absolutely no change over the weekend and my customers can't order their favorite things???

[RobynR]

Hey @Sydeswept @Dawnmarie5bz @asimpleseller,

Thanks for reaching out to the Community.

I completely understand how frustrating this situation must be. I recommend reaching out to our ECOM team over the phone to troubleshoot in real time, as mentioned in the Verified Answer above.

[Sydeswept]

No updates other than engineering is working on it when phone line escalates the issue. I hope it’s fixed soon! 

[Sydeswept]

No updates. Just told to call the line to try and get help, but currently that’s not working either. I think merging online to seller dashboard might’ve somehow disrupted it with the last merge. Engineering team continues to say they’re working on it and I’m sure they are, but no progress anywhere. 

[JoeTend]

@tranguyen - have you had any other updates? We still have Item Variations on our website that have been sold out for weeks.

[Dawnmarie5bz]

Mine went down again today and I called. 1:45 min on the phone and they still didn't fix properly. Missing items, inventory, and then they duplicated things that now show double in my POS!!! This is more than frustrating 😕 

[BernadetteA]

I'm sorry to hear, @JoeTend. That sounds super frustrating, and I do appreciate you taking the time to share your experience here. 

If I recall, any syncing delays should be resolved within 24 hours. Are you still having the same issues as described last night? 

[JoeTend]

Hi @BernadetteA yes. We’ve been told “1 hour” “2 hours” “24 hours” so many times now it’s a bit of a joke. This has been going on since August. 

here’s another example of an Item Variation (16”) that shows as zero on hand in the Square Dashboard (correctly) but is showing as available on my website: https://www.tendgreenpoint.com/product/varying-stripes-egg-planter/2053

at this point Square should assume assume that the issue is not fixed for anyone and should issue a larger company explanation, resolution and apology. I don’t understand why folks keep replying to this thread saying that the issue is still happening and then the only reply we get is to be asked again “is this still an issue?” YES it’s still an issue!!

[BernadetteA]

Since you have already been in contact with support, I'm going to assume that a rep has already requested to have the site content re-indexed? Also, changes to the store backend should not required a re-publish, but it doesn't hurt to make sure you publish the site intermittently. Do you recall the last time you published the website? Regardless of the last publish, can you please republish for me? 

Do we have permission to re-index the site if needed? 

[JoeTend]

Hi @BernadetteA - I don’t know if they’ve re-indexed. But support reps have “forced an inventory feed” more than once and have republished my site more than once. As well, since August 31st, I have republished my site multiple time including a few times this week.

Can you confirm that “higher ups” at square are aware that their customers have been struggling with this side for nearly a full month (if not more?). Most of my inventory issues date back to 8/30 and 8/31/24. Items that sold out on 8/31 are still showing as available. Surely somebody can find a way push the inventory feed! It sounds like the other folks mentioning issues are from a similar timeframe.

[JoeTend]

Apologies - yes have permission