Open Tickets / Tabs repopulating with different amounts, incorrect amounts

[Corndogman]

Hello. We are veteran Square users and have a new problem that began during the most recent global Square outage on October 21st.

We are a beer and wine shop with a busy bar and rely heavily on open tickets. Usually there is no issue. We use Square stands with iPads. All iPads are up to date with the latest operating system.

Here's the issue: when closing out a ticket and accepting payment, the ticket will later reopen (or repopulate on the ticket screen). Usually this will be a different amount, with less items. Sometime it is a higher amount, sometimes it is zero. There glitch or error is annoying, however it is sometimes making other open tickets disappear or combines tickets under different open ticket. This is where is it causes financial concern for me and could cause issues with customers if charged incorrectly.

Most recently, a ticket was opened to close out for a customer and a staff member noticed the total appeared lower than they remembered and with fewer items. Before closing out the ticket and charging the customer, the employee saved the ticket again and reopened it. After this, the ticket was correct. However, if we finalized and accepted the original payment as usual, we would have lost money on the transaction. This issue was saved by an attentive employee and now we have major concerns that we are losing money daily due to these ongoing Square issues.

We certainly cannot be the only Square user with this particular problem.

I have called customer service a couple times without much help yet. There was a Square update on 10/31,but the problem persists.

Any help would be appreciated. Thank you.

[BarbarianIdaho]

Hi there, we are a brewery taproom that has been using Square pos for 8 years and we are also experiencing this same problem! We've lost several hundred dollars (at least) from tabs getting closed out without the correct total. I have also reached out to customer service and have not received help on this issue. 

[_Violet]

Hi @Corndogman and @BarbarianIdaho  - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention. I'm sorry to hear that you're having trouble with this.

For this issue, we'll need you to connect / continue working with our Support Team so they can gather the information required to create a support ticket, as we cannot access your Square account and device information, or your reports, here in the Seller Community. Then, our engineers can investigate this further. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[Corndogman]

I have been in contact with Square Support and no one seems to be able to figure out how to fix this. It should be addressed immediately, it is a BIG problem. We are losing money.

[BarbarianIdaho]

I have also been in contact with Square Support and they just keep passing me off to a "special department" but I have not received answers from anyone. We are also losing money!