Receipts do not print full item description or price for individual items. Only prints total sale $

[brysonreid]

Hardware: Square Stand

Software: Square for Retail

IOS: 15.1

A few days ago, our receipts stopped printing full item description and individual item price on receipts. It only prints "total" amount of sale.

Obviously, we have the settings correct, since it is printing the total sale cost. We have been very disappointed with Square Support. We contacted Square support to report issue. A representative said that they would open a ticket and send an email. As instructed, we sent an email. When we did not hear back from representative, we contacted Square Support a 2nd time. This representative stated that NO ticket was open, after our phone call and email to Square Support. Both representatives had us try a few troubleshooting items, which did not resolve issue, and we have not received a follow up from either.

I apologize...I do not have permission to upload image. If helpful, I can supply. HELP...this really does not reflect weel on us for a customer-facing experience.

Thanks,

[BofBArtStudio]

Have you checked in Account & Settings->Business->Receipts that you have the options selected for Show Full Description?

[brysonreid]

Greetings @BofBArtStudio ...thanks for taking your time to reply.

There is no option to show full description. The only option is "show item description," which IS toggled on.  Our issue is that full description AND item price does NOT display on receipt, as it did about a week ago.

[Candlestore]

@brysonreid ;

I know on the Squarestands (Ipads) we have our receipts to be printed out manually, because some go to emails, or phone numbers, and some people just do not want a receipt.  When I accidently hit Gift receipt it prints similar to what you are saying I believe.   I have Description toggled off and on my Receipt it prints the Item Name and the SKU which between those two things Identifies the item to the customer.  I will have to look at my IPAD in the morning to see if there is something on there that limits how a receipt is printed but I do not think so unless you may have it assigned as a ticket or something like a bar would use to send an order to the bartender when an order is made.   Check the Ipad and see if you have the receipt printer labeled as as receipt printer and not something else?  It happens when you check things and a finger bumps the screen and the Ipad thinks you clicked it.

[brysonreid]

Thanks for taking your time to reply. Unfortunately, your reply does not resolve our issue...☹️

All of our settings, which is basically limited to print item description are correct.

Yes, receipt printer is set up to print receipt, not tickets.

[jewelcam]

HI Keith

wow your SKU prints? Ours does not we use Square Register. I wish the SKU would print for us. 

[Candlestore]

@jewelcam ;

Mine was, must have gotten an "update" that down graded my receipt.  I only get the Item Name and price and all discounts at the end of the receipt which is really annoying.  People ask was the Discount applied to item X, and on the Square Stand it shows it was applied to item X but on the receipt it just shows total discounts which is very annoying to prove to customers that my candles are 3 for $33 or $11 dollars each.  Before it use to show this on the receipt and Ipad screen.  Again thanks to Square they show one thing on a screen and print something else out!   Very frustrating!!! 

[mountp]

Did you find a solution? I am having the same issue.

[CamasCheeseCo]

Reviving this issue as I can't find anything else at the moment. We need the item description to print, right now it is just the name. We have the settings correct and toggled to "show item description" but it's not. 

Has anyone seen a fix or reliable answer? Thanks!

[BernadetteA]

Thanks for posting, @CamasCheeseCo 👋

Can you maybe post a screenshot of your printer settings, as well as an example printed receipt? 

You may need to reach out to the support team directly since a rep may want to log into the account with you to go over the settings. We have limited access to accounts through this page, unfortunately, but we will definitely assist where we can! 

[NewCarKeys]

I have a great tech support person who is working on this.  I have the same issue as you when doing a sale on my iPhone but when the sale happens from the desktop everything works correctly.  Will post a solution if he gets it fixed.