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.

[hucklebeary]

Curious if anyone else is having a difficult time with categories after the recent update?

We're finding it difficult to rearrange items within a category. Photos often aren't loading and it takes ages to move them throughout a category that holds over a hundred items.

Are we missing something here? 🤪

[acassady]

Not this specific problem but my categories are not updating on the website.  Everything looks good in the account itself, but changes are not showing up on the actual website.

[Summer2024]

Hey there @hucklebeary ! 

I have moved your message to a thread where we have the conversation going about the ongoing Platform Convergence with Square Online. Our engineers are working diligently to get Square Online up and running seamlessly and we appreciate your patience! 

[Popi]

Over the last couple weeks, I've noticed a significant lag between setting an item as "visible" and it actually appearing on the website. In most cases multiple hours and even waiting overnight. This has never been my experience in the past. Usually I'll see updates in a minute or two. 

Can the Square engineers tell me what's happening and how we can resolve this? 

[BernadetteA]

Hi @Popi 

Sorry to hear you have been having some trouble with setting up your items. Can you please let us know if you are still seeing an issue on your end? Can you also let us know exactly how you are adding your items? i.e. through the app, the Square dashboard, Square Online dashboard, etc/

[Dawnmarie5bz]

I didn't add any items. My online site just keeps losing items and inventory. I call .....it comes back and this keeps repeating. Today someone at Square added my items back in while I was in the phone but it duplicated them in my POS now! My site was set up and worked perfectly until 4-5 weeks ago with your platform issues and we have had nothing but trouble with everything disappearing for weeks. I really hope Square fixes this soon.

[Summer2024]

Hey everyone, thank you for your patience as our team continue to investigate and work on improving the sync between Square and Square Online.

Our engineering team are hard at work to resolve the underlying issues that caused the delay sync you've been experiencing. In the meantime, if it has been more than 30 minutes after you have update your inventory and the changes are still not reflected, please feel free to reach out to our Support team directly for help or you can share in this thread.

When sharing in this thread, please make sure you are including a link to your website in your comment and the item you are looking to update. That way, we will be able to escalate your case to our ECOM specialist team right away.

[JoeTend]

Thanks for the update @Summer2024. Glad to know it's recognized as a true issue at this point. 

As I'm not looking to solve inventory sync issues on just one or two items, is there any way a full and current inventory file can be pushed to my website (tendgreenpoint.com)? I continue to find items that are correctly out of stock in the Dashboard but incorrectly available through the website. Four weeks later, it's like playing whack-a-mole at this point.

[Sydeswept]

I'm still having issues with mine. It appears to be improving, but now it's inconsistent with some items updating and others not. Sydeswept.com is my website. Apophyllite fluorite specimen C and Apophyllite Fluorite Specimen E are two examples of items that will not update to show as sold out. And as someone else just stated above, it's not just one or two items I need help with, and I have hundreds of items in my inventory, if not somewhere in the thousands. It is far too time-consuming to try and go through and confirm every item one by one.

I appreciate knowing that Square is trying now. This being an issue for 6+ weeks now and being charged $92 a month for services that are not working and having to refund customers without getting my processing fees back, the frustration has been building. Is there anything else Square is doing to try and make this right? That's almost $200 paid to Square while services have not been working correctly.

Thank you for your help!

[Amethystandopal]

Customers are unable to shop on my website. Upon clicking on “shop now” all my categories are suppose to populate and have 15-30 items in a given category. Now there are 0-10 items with most categories having none. 

Everything was running fine for 1-2 years and then with the categories migration… customer literally cannot shop. I have lost thousands of dollars in sales. 

I have spent hours on the phone with three different people and no one is able to help or provide insight. 

[Summer2024]

Hi @Amethystandopal - I merged your question with an existing thread regarding the issues with categories migration. 

Right now, our engineers are working really hard to get the categories migration working as intended. Please see the Square verified responses at the top of this thread. If you continue facing this issue, please let me know and I will reach out to support on your behalf. 

[Amethystandopal]

Great thank you ! I think they worked out my issue… it was some sort of bug. 

[2ndCity]

I am having the issue now where nothing is coming up under our categories on the website. I have been dealing with this since yesterday but didn't talk to anybody until today. After four hours of phone and chats, I was told the same thing they always say. She had to escalate it and I will hear back from them. So in other words, I won't hear back from them at all and will have to try to figure this out because they don't have a clue. In my opinion, they should have left things the way they were. There was no reason to change it and now, they are costing me money and frustrated customers.........again

[Summer2024]

Hey there, @2ndCity 

I reached out to an online specialist who is going to reindex your site to hopefully get those items showing up in their correct categories. 

[2ndCity]

Thank you! But from my understanding, they already tried that once today and they ended up putting all my items, even the ones that are unavailable back on the website and still not in any category. They then wanted me to tell them every category that should have items in them and what items they are.

[mlems_4055]

. 

[JoeTend]

@Summer2024 Has there been any furthere movement here? The items affected back in August are still showing on my website. Clearest example is the 16.5" Black variation of this item: https://www.tendgreenpoint.com/product/varying-stripes-egg-planter/2053

This Item Variation went out of stock on AUGUST 31 and it is now NOVEMBER 3. Is anyone going to give us an update? Or credit us for the fees we've paid to Square for something they need to fix? This weekend, new photos stopped uploading and categorie details like order of product are not flowing through. This is crunch time for so many small shops with the holiday season about to jump off (or already jumping off!).

[mcislo1]

HOW is this not fixed yet? I am getting ready to spend a day switching to another platform because I'm panicking about my holiday sales. I have been on with tech support at least 5 times since Halloween and my site still isn't right. Should I switch now or ride it out? How close are the engineers to fixing this problem?

[JoeTend]

I don’t think anyone is going to truly acknowledge how messed up things are.

[_Violet]

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.

[JoeTend]

Hello @_Violet. I understand that you are providing the best information you have and I appreciate it. Unfortunately this is another update that doesn't acknowledge the entirety of the issue and doesn't provide us any true help.

The second link you shared shows that there are no Square issues. The first link shows that this issue was resolved already today (and honestly, it lists that it started today, which is brazenly false.) The description even says "The syncing disruption affecting Square Online syncing is now being resolved". So it isn't resolved despite being marked as such?

It has been over 1 hour since it was marked as "resolved" and I have again checked my website on multiple browsers, main site and mobile, cached cleared. The same issues are still showing up. I can't tell you how many times we've been told "wait an hour" -- actually I can tell you -- 2+ months!

Here are specific links with issues still unresolved:

This Item Variation "16.5" Black" has been showing as available since August. It should have 0 inventory based on my Square Dashboard: https://www.tendgreenpoint.com/product/varying-stripes-egg-planter/2053

These two items have images in my Square Dashboard and Online Dashboard, but they are not showing on the actual website:

https://www.tendgreenpoint.com/product/anemone-honorine-jobert/2160

https://www.tendgreenpoint.com/product/helleborus-sp-early-rose/2228

If there is anyone as Square who can call me to discuss, please do!