Re: Orders missing unit or apartment numbers

Alexofthecross · ‎02-05-2023

Hello vendors, anyone else having too many orders that get returned due to missing unit numbers? As my business grows, the more this happens and it's becoming a big issue. This causes shipped orders only to be returned, then I eat the reshipment fees. Not to mention the effort it takes to do all that. Now I go through each and every order and google the address just to verify them. Funny when I edit an address on the order, Square asks me to verify their suggestion. Why can't this verification happen during the customers' check out? These are extra steps I shouldn't have to take.

After asking several customers what happened, a lot of it has to do with Apple Pay and Google Pay. But I have a suspicion it's also the Cash App and the lack of real verification during check out. The other issue I've found is when customers get their credit cards declined. But the order still registers with my shipping software Goshippo. So I end up with multiple orders and I now have to filter through them. Another unnecessary step.

Square said they have identified these issues last year when I reported it to them but they still don't have resolve. Perhaps me posting here and seeing who else has the issue would raise it high enough so it would be on their priority list. Square has been great as I grow my business, but I do have to call out issues.

Kassi_ · ‎02-07-2023

Welcome to the Community, @Alexofthecross -

Thank you for bringing this issue to the Community since you're missing order information from your customers.

I am going to suggest reaching out to our CS Team for this one. They can dig deeper to see if there is a bug and get in touch with our engineers to find a fix. I know you have done this in the past, but it will be good for them to know this issue is still ongoing.

Please use this phone number to get in touch with them: 1-855-700-6000. They are available Monday to Friday from 8am to 8pm CST.

Kassi
Community Moderator, Square
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taniaxperez · ‎03-13-2023

Hi,

Yes! This has been happening to me as well. Customers have told me their added apartment/unit number will be taken off when they add it. It has been a struggle not knowing if I am sending orders to the correct address. I am purely relying on if customers see the email confirmation I send out and many times they do not. Please help!

Kassi_ · ‎03-15-2023

Welcome to the Community, @taniaxperez.

I would recommend reaching out to our CS Team about this like, @Alexofthecross did for this issue. That way our engineers can track this, if this is a bug.

Go ahead and use this phone number: 1-855-700-6000 squ.re/contactsqsupport

Thank you!

Kassi
Community Moderator, Square
Sign in and click Mark as Best Answer if my reply answers your question.

Alexofthecross · ‎03-29-2023

Hi Tania, I've started to notice apt numbers appearing. It's been a week and I haven't had to ask customers to confirm. Square hasn't notified me of any fixes but they may have addressed the issue. I'm still going to keep checking for a few more weeks before I can trust it. Are you seeing the same?

taniaxperez · ‎03-30-2023

Hi Alex!

I have also seen Apt numbers appearing now as well. I reached out to square and they advised me to do steps such as, clearing the cache, quitting the browser, re-opening it, and re-accessing my account. I have done these steps about 2 weeks ago and so far I have not had the same issue so I am hopeful but I will still keep a look out!

prbypattygmach · ‎04-14-2023

This has been happening to me as well. When I used Stamps.com it would ask me for the apt number but pirateship does not. I wish the apt field would show and not have to be clicked on to enter in. Also when I went back to shopping and back to the cart, the apt was no longer saved even though the rest of the address was there. Maybe that is the issue.