Visible order on Shippo Does not exist on Square Online order page!

[plantersam]

Hi everyone, something interesting happened that could cost me $$$$.

Late February, I happened to check my Shippo and to my surprise, there was a paid order from 10 days ago.

I wanted to double-check to see why I didn't get an email notification for that order that I realized the order wasn't even on my square online site.

I contacted Shipo and I was told that "we draw all the information from your square website."

I checked to see if I was actually paid for that order as Shippo suggested, nothing.

I contacted Square I had to go through 3 different representatives to get to a specialist because they didn't have an answer.

Finally, my last representative was able to contact the Dev team and on their back end, they could see that there was a transaction for that amount at that time, but it was declined.

I could see nothing on my end because the order was removed instead of showing declined, but Shippo had enough time to pick that up. So shippo was telling me it was paid (because it was, at some point) but there was nothing on my square because it was declined and removed. 

Now, imagine you are dealing with 10s of orders per day and you just print the label off of Shippo and sending it out. In a long run they will add up and as you all know every $ matter for a small business.

The moral of the story is always to confirm your orders on Square Order Page until they come up with an update.

[londontea]

I was hoping that this was a known bug to customer support because I reported it last month, and unfortunately that doesn't seem to be the case. I might have some good news for you – the order that you're seeing is a duplicate of one that was actually paid for. 

Here's what's happening: if a transaction is eventually successful then I get an order appearing in Shippo for each of the declined transactions in addition to the successful one. I confirmed this by cross-referencing the transaction status report with my transaction list in Square and my order history in Shippo. 

For example, if you see a declined transaction for $30 on 3/15 at 9:15am in the transaction status report and a successful transaction for $30 on 3/15 at 9:16am in the transaction list, then you will probably see two orders in Shippo for that sale. If you find a declined transaction that doesn't have an associated confirmed transaction (indicating the customer abandoned the sale) then you shouldn't see any orders in Shippo. 

I had one customer whose card(s) were declined 4 times until she got it to work, and I wound up with 5 orders for her in Shippo. 

This is a major problem if you don't know to look for it. I print my packing lists from Shippo, and the first couple of times this happened I thought it was odd that customers were placing the same order twice but I didn't think much of it. The third time it happened in a month was when I realized it was a bug. I probably shipped out about $75 worth of merchandise that wasn't actually paid for.

I really hope that Square fixes this soon, it's been going on for at least 10 weeks now. For now I scan through my online orders in Shippo before I begin packing to see if there are duplicates, and if there are then I check my transaction history with Square to see if a customer actually placed an order twice (which is very rare) or if it's this bug. 

[plantersam]

Thank you for your comment. 

In my case the transaction was not a duplicate of another transaction. in fact it does not exist on my transaction history nor on transaction status. So, there was nothing to inform me that there was a transaction and it was declined. None of the representatives I talked to had the ability to track it. only the Square Dev team had the permission to see that such a transaction existed and declined.

[londontea]

I always thought that all declined transactions were listed in the transaction status report, and the fact that unlisted declined transactions could get pulled into Shippo is very concerning. There's certainly a major bug here.

Fortunately I haven't experienced that yet, but it does make me extra vigilant to compare the list of Square Online orders with the Shippo orders.