Square POS not synching with website

[DarcyParkB]

I am entering in new inventory into Square POS and the stock in the weebly online is not updating. Ive called 3 times and they keep telling me to wait an hour. I have been waiting for 24 hours now to have my inventory show up on my website. I need to be able to sell these items. Is anyone else experiencing this issue? Can this be escalated?

[HC_Charlie]

Hello @DarcyParkB I'm sorry you're having trouble with this. How do you have your inventory setup on your website? Do you have pages by Category? Or designed pages with your inventory added individually?

If you website has category pages, and you add an item into a category in your POS system, it should auto add to that page on your website if you have inventory synced. If you have Standard Pages (rather than Category pages) I think you need to add the item manually into that page.

The setting to auto add items is on your Dashboard under Online > Website > Items > Item Sync. Note that your new items MAY be auto adding to your website, but as I mentioned if you don't have a "placeholder" it won't show up unless your website shows ALL your items. Note there is a Shop All category page but unless you put into your navigation, it generally isn't easy to display. Try typing this into your web browser and see if it shows all your inventory:

https://www.(YOUR-DOMAIN-HERE).com/s/shop

[DarcyParkB]

[_Violet · Accepted solution]

Hi @DarcyParkB - I'm sorry to hear that this issue with your items has brought you to the Seller Community! 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account with you, which we aren't able to do via the Seller Community. For this type of issue, I suggest that you get in touch with our Square Online Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[DarcyParkB]

I have reached out to the support team 10 times now. Emailed, Calls, reboots. All have done nothing. I am shocked that this is a known issue that noone on Square online (weebly) can fix?! Every single time I have called, they say "its fixed, wait 24 hours for the sync. We have escalated it" Its been 48 hours and NOTHING Has updated.  it still shows insuffient stock". I am going to gave to drop Square and go to Shopify as from all the threads i read noone cares enough to support or solve small business' users. 

[faheem]

@DarcyParkB what are some of the names of items that are experiencing this issue?

[DarcyParkB]

look up Brinley Utility Jacket

it is correct in Square POS and shows Insuffienct stock on my inline. See attached pics. This happens for every single new item i create in Square POS. 
I cant find the "Add new items to the site" button that says 

1. Items > Item Sync.

2. Toggle on Automatically add new items to this site.

[DarcyParkB]

NOONE has been able to fix this. I have called at least 4 times. They keep saying to enter in the inventory and then wait 24 hours. Nothing happens. I am going to switch to Shopify if this isn't fixed. 

[DarcyParkB]

I am very confused. I own a clothing store so my sizes are size 0-10 or XS, Small, Medium, Large. I enter in my new inventory on my POS. I set it to show as visible online. Then when I go check the square online it tells me that I only have 1 size availble but when you clink on it is shows the number available to sell. See attached pic. I am really frustrated that I have to manually update every item. What am i doing wrong? 

[annaf]

Has anyone helped you on this? Are you still experiencing?!

I have had the same problem REPEATEDLY over the last year: I enter inventory numbers in POS, but the numbers are not activated on the website (the quantity is there, but in faint font) and it shows as sold out on the website.  I also have to jump through a bazillion hoops to get anyone at Square to understand the issue, they never acknowledge that others are having the same problems. they start a ticket and "escalate," then they never get back to me. Each time, after weeks, the problem mysteriously gets resolved, presumably because it is a systemwide bug caused by the developers. BUT GET THIS: 10 days ago (7/28/23), in an online chat trying to report/resolve this issue once again, the Square agent on my chat CHANGED A SETTING -- WITHOUT PERMISSION TO GO INTO MY SITE --and caused ALL 9,780 PRODUCT DESCRIPTIONS TO BE DELETED FROM MY SITE. And the original problem of inventory failing to sync still remains!!!

I am rebuilding the product descriptions-- after a week of being told to be patient, they were trying to find a way to "roll back" the site and recover the product descriptions -- but am incredibly angry, frustrated, exhausted, and above all afraid that Square will once again destroy my site in one of these unannounced, uninformed unilateral moves.

Has anyone given you any reasonable answer? Are you continuing to have this problem -- which no one at Square seems to understand or appreciate the gravity of for a retail business?! Does anyone know how to hold Square accountable???? 

-Anna

[DarcyParkB]

NOONE has been able to fix this. I have called at least 4 times. They keep saying to enter in the inventroy and then wait 24 hours. Nothing happens. I am going to switch to Shopify if this isn't fixed. 

[DarcyParkB]

anna - has anyone helped you? Im at the end of my rope. I keep getting the same response and no follow you and no fix. None of my new inventory to synching and im getting charged the same monthly rate for a product that does not work. I'm beginning to think that Square just doesn't give a crap about their clients and just want to take our money in bad faith. 

[DinaLRosenberg]

Have you tried entering the inventory amounts on a lap top instead of using the POS? We don't typically use our POS for anything beyond sales and checking online orders. All of our inventory maintenance is done via the square and square online website. 

Did you try making a duplicate listing for that item and starting on the online side and seeing if it pushes to the square item back end? Are you running square for retail?

Wondering if you change your workflow (there are multiple ways to enter items via Square) that it might change the sync?

[DarcyParkB]

hi - to clarify, i do use my laptop to enter in all new inventory. I have square for retail so the SKUs are auto generated. I do not want to use the online to create my new inventory because of that. 

Now it updates 1 stock item with the correct stock amount and the rest are 0. 

I am beyond frustrated. I cannot image this is happening to every seller. And noone can help me. Ive been on the at least 10 calls with customer support and so far noone has helped solve the problem. I get the same response.  

[DinaLRosenberg]

You can still auto generate SKUs if you begin in online and work backwards...

Just wondering if you try it backwards would the counts "work"

[DinaLRosenberg]

@DarcyParkB ...

I RAN so fast to this thread because it is happening to us.. I just sent this to square but I wanted to confirm you aren't crazy:

I just added some product online and even though the counts are right on the Square for Retail/Items side, it isn't translating to Square Online.

Here are some examples:

Look up: Cheshire Cat Backflow Incense Burner- showing 6 in stock

Shows out of stock here:

https://www.shopamityvilleapothecary.com/product/Cheshire-cat-backflow-incense-burner/8042?cp=true&s...

Look up

Amityville Apothecary Back to School Crystal Collection shows 50 in stock

Shows out of stock here:

https://www.shopamityvilleapothecary.com/product/back-to-school-crystal-set/8156?cp=true&sa=false&sb...

[StuartC]

This also happened to me and Support told me this is new expected behavior. Item Sync no longer works with the Retail app. You need to create Item in the app (Square stand using ipad in my case) then go to Online Site Items in the dashboard and at upper right there is a button "Add from Library" search for your item there and check to box and save, it will then be available in the Online Site Items. Oh and if you then add a photo it will disappear from Online Site Items and  will reappear in the Add From Library window. I complained to Support no avail. It takes twice as long to process items. An other way of making it work is to add item from app then go to Item Library in dashboard and add photo and update information about item, then save it, then reopen it and there is a link to edit in Online Site Items near the bottom of of the page. Then open it in the Online Items dashboard, edit and save. The photo will take awhile to sync. This "new expected behavior" takes twice a long and is not an upgrade, it is a total disaster. Support does not listen to customer needs.

[DarcyParkB]

UGH! This is so frustrating! Im going to have to Add From Library which is a secondary step I should not have to do. Im shocked that the sync doenst work correctly from Square Retail. Thank you for the work around.

[vbonmain]

I just recently started experiencing issues with my Square Item List syncing with my Online Site Items.  For the past several weeks, it will sync the Item Title, Description and Price but is not syncing the Stock.  Anyone else experiencing this issue or have an idea of why this may be happening?  Thank You!

[Keesh]

We are having the SAME problem and it is frustrating when you have a lot of items and when you call, you have to pick a few to show them the issue. They fix those few and then I say what about the rest and they say that it will update...and it doesn't!! I spent TWO HOURS to have them fix 3 products. I have 1500 items listed and multiple skus under most items. In as much as I love the features (when everything works as it should), I am so super frustrated with Square!