(Known Issue 9.5.23) Square for Restaurants Order Tickets are not combining items when printing

[inavarrete]

The title of this thread has been edited by a Square Moderator from the original: "Square for Restaurant (iPad App) not combining items when printing"

Hi!
I have an issue that started about 2 days ago seems like the app had an update.

So whenever we're ringing items in the iPad, since we need them some times the same item but in different to-go boxes: Example:

Asada Taco x3

============= (this line is to indicate that the next item should be in a different box)

Asada Taco x2

=============

Asada Taco x4

So the ticket used to print exactly like that, but now it's printing

Asada Taco x1

============

Asada Taco x1

============

Asada Taco x1

============

And so on 9 times because it's 9 items.

Video: 

https://youtube.com/shorts/PUKpm7x7iyk?feature=shared  

[TheRealChipA]

*** removed my me so as not to confuse anyone. It was a totally off base suggestion!

[inavarrete]

Hi @TheRealChipA  I think that won't solved the issue because the ticket used to print like this:

Asada Taco x3

============= (this line is to indicate that the next item should be in a different box)

Asada Taco x2

=============

Asada Taco x4

Meaning 3 tacos are in 1 box, 2 in another box and 4 in another box.

the ==== sign is an item comment so it can print like that.

If I switch the combine identical items it will just print

Asada Taco x9

And that'll lead the kitchen to put 9 tacos in a single box which is incorrect because it should be 3 boxes.

this is happening only in the iPad's version, the Square Terminal is working as expected which I think it's weird....

[TheRealChipA]

@inavarrete You are correct. If I had watched your video I would have realized that. Or maybe not. Lol. Your description of the desired result was clear enough. Apologies for the misunderstanding on my part. I’ll clear my other post so as not to confuse anyone else. I’ll give it some thought and also flag this to the moderators as a bug report that needs to be escalated to the engineers. 

[_Violet]

Hi @inavarrete - I'm sorry to hear that this issue with your order tickets has brought you to the Seller Community.

This has developed into a known issue and our engineers are currently working to correct this. We don't have a Status Page on issquareup.com for this issue so I'll keep an eye on things so I can let you know once this has been resolved. 

I appreciate your patience in the meantime and apologize for the inconvenience 🙏

cc: @TheRealChipA

[_Violet]

Hi there again, @inavarrete 👋

One of our engineers reached out to me with a possible workaround: "Sellers should check their In-Person Order Tickets settings. They should enable the “Combine Identical Items” setting." (see below)


When you have the chance, could you please give this a try and let me know if this resolves the issue?

I'll keep an eye out for your reply!

[TheRealChipA]

@_Violet 

I already suggested that.  @inavarrete pointed out that I misunderstood their problem.  That was the same answer I gave them that I subsequently deleted so as not to confuse things!  

They are keying in:

Asada Taco with quantity 3, which go in one box

Asada Taco with quantity 2, which go in another box

Asada Taco with quantity 4, which go in a third box

Turning on that setting we suggested would print out Asada Taco with quantity 9.  They would have no way of knowing how to box it.

Currently their printer is printing Asada Taco with quantity 1 nine times, instead of doing what it used to/should do and print each one as entered.  For some reason the printer started breaking up items with quantities into separate lines on the kitchen check.

[AmansAIC]

We are running into this issue at our restaurant as well. It randomly started last week. I did follow the recommended fix and it worked. My question is do I have to do this on every iPad I have? Since this is a printer setting that has to be turned on. 

[_Violet · Accepted solution]

Hi all @inavarrete @AmansAIC  - Our engineers have released a fix to resolve this issue. Please update your app to version 6.26.

Please let me know if you are unable to update or if you continue experiencing this issue after updating to 6.26. Thank you! 

[juancarlosm]

Hi @inavarrete, is there a specific way you're adding items to the cart to get the lines to show? We are trying to figure out your workflow to if we can reproduce this issue.

Thanks,

JC

Engineering Manager, Square for Restaurants

[inavarrete]

Hi JC,

Seems like that worked, use the combine identical items but adding a different item comment, otherwise it will merge the items. cc: @TheRealChipA  that was the solution after all but we were missing the different item comment.

Good to know.

thanks everyone

[TheRealChipA]

@inavarrete Thanks for letting me know.  I will admit that is one of the most creative workarounds I’ve seen that you came up with.  A different comment changes everything, eh?  Still I’m not so sure that you should have to do that and maybe @juancarlosm can figure out why it is breaking up an item like “4 Asada Taco” into 4 lines of “1 Asada Taco.”  That still doesn’t seem right to me, but I’m glad you found something that will allow you to get back to your real work of serving your customers!!

[GiftHorse]

Dealing with the same problem at our restaurant, and toggling on the "combine identical items" feature is not ideal as it overrides the order in which things have been entered on the ticket as well. Ideally, items that are rung in at one time as multiples (using the +/- quantity buttons, or individual clicks) would stay grouped and single items rung in at different intervals or places would not automatically group, thus keeping the item order and the format of the printed ticket in tact without make extremely large or redundant tickets.