Square Pickup settings

[SweetThea]

I am having some problems with several items that are offered on our website for pickup only.   It is non-public setting, as it is discount offer to our Loyalty Program customers.

IN SQUARE ONLINE & in Square Items Library,

Online fulfillment methods on Square online are set as Pickup
Shipping is turned off

However we are receiving our orders as Shipments; without the customers selecting their pickup location (promotion is available in two locations).  

This is troublesome -
a) we do not know which location customers are going to pick up
b) it appears in our Square Orders dashboard as Shipment, which may be overlooked by our front of house team as being for pickup; and may be accidentally packaged by our shippers
c) it sends receipts to our customers as Shipment, and confuses their expectation of what is happening; and forces them to input shipping information when they are making an order for pickup

We are dealing with Canadian Thanksgiving rush right now, and need to have this resolved before we get into our busy Xmas season.  Anyone can help?  would be appreciate.

[Lou8]

Hi @SweetThea , thanks for posting on the Community.

I'm sorry to hear you're having issues with your orders - I'd be happy to help!

Do you sell your exclusive items on your Square Online website or other channels (over the phone, payment link, 3rd party website ect.) ? If so, could you provide more details and share the URL of your website(s) ? 

If time is of the essence, I would also suggest reaching out directly to our Support Team by email or phone. Unlike Support, we don't have access to your account and website settings on the Community unfortunately.

[SweetThea]

We created a discount for loyalty members in our Square items, then have it on our Square online website as a private item.

In Square items it is clearly marked as pickup only, and it appears that way on our Square online website.

We generated the QR code on Square items, as well as capturing the link.  We emailed the QR code and link to some of our loyalty customer, and texted it to others, based on their preference

All the sales that come in from this link are as per my original complaint -- they appear as shipments, with no pick up date, and customers are required to input their shipping address

best

laurie

[Lou8 · Accepted solution]

Thanks for providing more information @SweetThea .

This is actually expected behaviour as payments links have their own fulfilment settings (Payment Links > Settings > Fulfilment). At this time, shipping is the only fulfilment method supported for items in Canada, which explains why your customers are required to input a shipping address at checkout. I would suggest filing a Feature Request here.

As a workaround, you could share the website link of the item, instead of the payment link. This isn't an ideal solution, but I hope this will help tackle the issue you're currently facing.

Let me know if you have any questions.