Desperate for help with shipping issues

[Thevioletfox]

I've spent an hour and a half on chat with support on my day off and I'm insanely **bleep**ed off.  I launched hoodies and sweatshirts on my website last week. I setup a custom shipping profile for those items that is supposed to be $11.50 per item.   Today, I find out that Square is DOUBLING that shipping randomly.  I've lost out on countless orders from customers and Square Support has just told me "that's the way the website works" with no real explanation.  Ostensibly, they are saying that if two different items are in the cart, it doubles shipping.  If two of the same item are in the cart, it's fine.  But my tests and screenshots show otherwise.  At this point I feel I have no other choice but to take those items off my website completely and probably just move my entire shop to another platform.  I'm completely outraged so my absolute last resort is to come here and hope someone can please for the love of god explain to me what's happening and how to fix it.  My shipping profile is setup for 2 particular items (Hoodies and Crewneck Sweatshirts) for $11.50 per item.  My website is thevioletfoxbookshop.square.site.  If you add 2 crewneck sweatshirts to your cart, sometiems the shipping is right and sometimes it's doubled.  THAT CANNOT BE RIGHT?!!?!?!

[BernadetteA]

Thanks for bringing this to our attention, @Thevioletfox

I'm sorry to hear you are running into an issue with your shipping profile. Just so that I'm understanding, the following order scenarios is happening: 

Order 1: Add one sweatshirt to cart, shipping is charged correct at $11.50
Order 2: Double the quantity of this same sweatshirt so that you have two of the same item, shipping is correct at $23
Order 3: Add one red sweatshirt, and one blue sweatshirt, shipping is doubled to $46 instead of $23

Does this sound correct? If so, then yes, this is definitely a bug. I'm reaching out to the team to see if I can get some more information about what is going on, and will let you know when I hear back from the team. 

[Thevioletfox]

@BernadetteA - yes, this is what the support person at Square told me today. And insisted was how the system was supposed to work.  That said, I'm not sure it has anything do with the blue vs. red. It could just be a bug happening where you add 2 blue sweatshirts to the cart and shipping still shows as $46 instead of $23.  It's happening specifically with the Crewneck sweatshirts in my shop, for sure. I haven't tested any other items so this may be a larger issue. 

[BernadetteA]

It appears to happen when you have 2 items with different modifiers. Ex: 2 identical sweatshirts displays the correct price. 2 sweatshirt in different colors will double the price. 

I reached out to the team, and they confirmed that this is indeed a bug. They have escalated a ticket to the engineers, however, we are unable to provide an ETA at this time. I'm going to reach out to the rep you previously spoke with, and will ask them to tag your chat to the filed bug. This way you will receive an update once the engineers have resolved the issue. 

I will also keep an eye out for any updates or work-arounds the team may provide while the engineers troubleshoot. 

Thank you in advance for your patience. 

[Thevioletfox]

THANK YOU!!!!  I was honestly starting to feel like an absolute crazy person! 

[Candlestore]

@Thevioletfox ;

What you could do if / when a person calls you about a shipping issue that you know is wrong. See if you can pull up the order as your on he phone.  Put it through any device you run Square on and complete the Sale.  I take phone orders all the time for a glitch or someone not wanting to put credit card information in a Website.  I know this is not a fix for this issue, but at least you can make the sale, and not have customers waiting days, weeks, months for a bug to be fixed.  Squares Fee is the same, since they are both card not present transactions.  

[Thevioletfox]

Hi @BernadetteA - any update on this? I'm getting emails from Mia O - yet another Square Online rep claiming the issue is fixed.  It is most definitely not. But it's been really fun testing it every single day and watching items from carts get deleted from customers!

[BernadetteA]

I'm so sorry to hear, @Thevioletfox but no, I do not see any resolution updates on the bug. The team is actively testing it, and have bumped up the priority, however, that is about the extent of what I can see. I can try reaching out to see if we have any known work-arounds that have been successfully used. 

I'm also going to try following up with the previous rep you spoke with to make sure they are on the same page as us. They may be looking at the wrong information because I definitely (unfortunately) see that this is still an active, unresolved bug. 

Have you considered putting an announcement on your website to alert potential buyers of the shipping issue? I know this may not be ideal, but it would at least be something to have in place until this is fixed. 

I recommend setting this up under Communications > Pop-ups, and using the one that places the notice at the top of the website. There's also the "pop-up" option, but I think that route is too easy for a customer to exit or clear without reading the content. Additionally, you can add a short message to the item description itself letting people know to order one item at a time if the items are not identical. Again, I know this is not ideal. I just want to make sure to vocalize any immediate remedies I can think of that may help you out. 

[Thevioletfox]

Hi @BernadetteA - any news? An ETA on a fix? It's been a month now so I'm hoping the team there has at least put this on a timeline.  Thanks!

[BernadetteA]

No updates as of today. An advanced support rep did make a comment on the bug, using your site as an example, to see if any of the engineers had an update for us. I do not see any replies which would indicate this is still being debugged. 

I'm really sorry I do not have better news for you. I have my eyes on the escalated case, and have notifications setup so that I will be alerted if anything changes. I'll let you know right away when there's more information to share. 

[Thevioletfox]

Hi @BernadetteA - it's been another 3 weeks... so I'm checking in. Any updates? I've had customers waiting since mid-December to place an order and they're getting fairly angry with me at this point.

[BernadetteA]

Hi @Thevioletfox I've been out of the office this week, and apologize I wasn't able to respond to this until now. Unfortunately, no, I do not have an update to provide. 

This time I have reached out directly to the team working on this bug to see if anyone can help provide some insight into the progress on the debugging efforts. 

I understand how this must be a frustrating situation to be in, and I deeply appreciate your continued patience. 

[Thevioletfox]

Hi @BernadetteA - I am moving my apparel business to Bonfire today. I have had a pop-up on my website warning customers of this bug for 2 months now and I've heard from multiple people that they haven't placed ANY orders because they thought the bug was affecting all items. So at this point I'm losing business on apparel AND other orders. I have no choice but to take the apparel to a different platform and take down the shipping bug message from my website. I'm sorry to remove these items from Square, but this has gone on long enough.