Did Square change the automatic space out time when order limits is applied?

[spiceisland]

I set up order limits for pickup and deliveries for 2 orders every 15 minutes so our kitchen doesn't get overwhelmed.  So when 2 orders comes in around the same time, their pick up time would be 15 minutes.  Then subsequent orders coming in at the same time would be spaced out 10 minutes.  So if 6 orders come in the same time, the first 2 would be 15 minutes, the next two would be 25 minutes, and the next two 35 minutes.  

However, on Friday, that seemed to all changed.  The first two orders would be 15 minute pickup, but the time for all subsequent orders added 10 minutes to each order.  So if 6 orders come in, the first two would still be 15 minutes, but the 3rd order would be 25 minutes, the 4th order 35 minutes, the 5th order 45 minutes, the 6th - 55 minutes.  

I have regular customers calling the restaurant asking if their orders would really take that long.  I told them no, the prep time system somehow changed, and they should get a text message saying their order is ready.  

So I'm not sure what to do now.  I can't just turn off the order limits, it would overwhelm my kitchen and would give customers accurate time frame. 

It would be great if there is an option to set your own space out time.  Also, it would also be great if there is a way to automatically add say 10 minutes to an order over certain amount of items.  

thanks for the time.  

[AdamB]

Thanks for posting about this, @spiceisland. 

I'm not aware of any deliberate changes to order staggering that should have changed the behavior. Have you contacted our support team about that? I think it would be best if they took a look so they can escalate your issue if this turns out to be a bug.