Meet the Order Manager product team: Which workflows are most critical to managing orders? 📨🧾

[Ani_]

Hi Seller Community,

Have questions about the Orders section on your Point of Sale or online Square Dashboard? Our product team wants to hear from you!

I'm thrilled to introduce you to @chada and @Aaron_Product, whose teams focus on order management. Whether you're set up with Square Point of Sale, Square for Retail, Square for Restaurants, or Square Online, this is an opportunity for you to ask questions and share feedback on the order manager’s role in managing your business, notifying you of new or updated orders, printing order tickets, or providing settings for configuring your order-specific workflows. 

Post your questions to this thread ahead of time and check back with us on Wednesday, June 29, at 2 p.m. EDT when their team responds. 

A few example questions:

• What are the latest feature improvements that will help me better manage orders with Square Online?

• If Square Order Manager could support "_______," the day-to-day operations at my restaurant would run so much smoother.

• I keep running into "_______" every time an order comes through at my retail store. What's the best practice for addressing this?

• What plans do you have for allowing me to configure Order Manager to suit the specific workflows of my business?

• Do you have any plans to improve the onboarding experience to Order Manager for new sellers or employees?

Note: We are not able to share specific details on our product roadmaps, though this information will be helpful as we continue to make improvements.

Click Reply below to post a question ahead of time, and we’ll address as many posts as we can on Wednesday, June 29.👇

[#2]

Hello everyone!

The time for receiving new questions has closed for this event. Thank you to everyone who asked questions and shared their experiences — we received a lot of helpful feedback!

The Order Manager team will continue to address your posts as they are able. Due to the high volume of interest across all of our forums, it may take a few days to follow up on remaining inquires. We appreciate your patience and please keep watch for updates throughout the end of the week and early next week. 🙏🏻

[bungl]

As you know Courier Service require the input of the receiving client phone number. Can Square add a "mandatory" field in their form when a client send a payment. I asked this very basic request last year. This would prevent us from sending an invoice for payment, them reaching out again to the client to ask for his phone number. 

[Aaron_Product]

Which form are you using to collect this information from your clients?

[Aaron_Product]

Hi @bungl, I'm back with some more details. 

Our teams are considering ways to provide you with more control over what fields are shown when your customers check out, particularly for products like Square Online, and we appreciate your feedback. For now, if you’re using Square Online, you can use our Order Notes feature to collect phone numbers and other information: https://squareup.com/help/article/6859-checkout-options-with-square-online-store 

Hope this helps! Please let us know if you’re using a different Square product for these payments, like Square Invoices.

[momasecrets]

I am trying to link the square to my etsy page and even after doing what you recently told me how to make this happen, i believe it has only made things worse. Please describe in great detail how to troubleshoot linking the square if the regular options do not work? thank you

[KDPrinting]

I have a customer who splits his invoices between himself and his partner (two different credit cards and different names). I would like to know why I can't process his payment over two different cardholders. I an currently being charged for two separate orders when it is actually a split payment for one order. I have asked this question to customer services at Square and was told it isn't possible, yet you have a tab that allows split payment. I need to know if this can be done and how to do it, or do I have to accept the additional service charges.

[Billies]

What plans do you have for allowing me to configure Order Manager to suit the specific workflows of my business?

I own a flower shop and need to be able to create work orders with both customer and recipient information for pickups or deliveries, and need to be able to integrate delivery routing and delivery confirmations

[Aaron_Product]

What I'm hearing from your question is that you'd like ways to customize what information gets printed for your orders. Is that correct?

[Billies]

Aaron, 

Sort of.....Flower shops have a unique workflow.

For deliveries and pickups, we require a customer and a recipient and we need a work order to be created/printed so that the designer can create the arrangement, then confirm completion for pickup or delivery.

It's a unique workflow that only floral software providers offer yet in my mind it should not be too hard to integrate such a workflow for Square.  

Be interested in your thoughts on this.

[Vegandale]

If we have a large-scale festival and there is no internet connectivity, can we process 100k worth of payments offline with the Square POS (not the lightning reader or chip reader connected to phones)? 

[Heartspace]

I have some items that require only gst

 the pst is turned off yet every time a transaction goes through for one of these items both taxes are being charged. So essentially every customer purchasing these items is over charged. These items are our most popular items and so it’s happening to the majority of our customers. I’ve called in to ask for help around this but the phone service took forever and was not helpful at all. The call person was very indifferent and no follow up. 
please please help 

thank you

[janette34]

When we will we be able to split an individual item among bills?  For example a table of 4 orders a bottle of wine and all want to pay their share.  I should be able to split that bottle 4 ways and then move each quarter to each individual bill. 

[melaine]

 I am looking for the following items to be added to square restaurants

1. splitting an item between multiple bills at a table. ( share a pitcher between customers )

2. splitting a payment (customer wants to make a partial payment in cash and rest on a card or between two cards)

3. an option for adding an autogratuity to a larger group

4. an option for not printing every item sold on shift reports/close of day. It really isnt necessay and wastes so much paper.

Are any of these in the works?  

[fedfed]

Hello! Thank you for doing this Q&A

Is there any way for my staff to pause online orders? 

Pausing orders directly from the POS is table stakes for any online ordering system, and I can’t seem to find a quick way to do it with square.

If square wants to compete with other systems this is an essential feature. Kitchens run out of items. We have emergencies.

It’s trivial to pause new orders for the rest of the day, or a short amount of time, with Uber Eats and Ritual. With Square I have to log into the dashboard and turn it off deep in settings, and then remember to turn it back on. It’s an awful experience. 

[cposchmann]

Hi there. We recognize that this is a critical feature and are currently actively working on it, with plans to launch very soon.

[CraftyUnicorn]

I would like to know when there will be progress on customers ordering digital files? I am working on a lot of e-downloads that include both PDF and video formats and would like a smoother process for this.

[Aaron_Product]

Hi @CraftyUnicorn,

Thanks for bringing this up. Unfortunately, automated delivery of digital goods isn’t supported today, but this feature request is under consideration on our roadmap. If you would like early access to this feature when available, please let us know. For now, you can use one of our app marketplace offerings like Integromat or Zapier to build an automated workflow that will send digital items for you (here’s our app marketplace: https://squareup.com/us/en/app-marketplace).

[CraftyUnicorn]

I would love early access when it’s available. I’m working on a series of on-demand workshops and classes and it would be nice to have that streamlined. I’ll look into those apps, thank you!

[T-Marisa]

Is there a way to input our cost of something, versus what a customer pays for an item? This way we can keep track of if we are actually making money and just how much money we are making. 

[Huguette]

I could you send me informations in french please.

[Tom]

Hello everyone!

The time for receiving new questions has closed for this event. Thank you to everyone who asked questions and shared their experiences — we received a lot of helpful feedback!

The Order Manager team will continue to address your posts as they are able. Due to the high volume of interest across all of our forums, it may take a few days to follow up on remaining inquires. We appreciate your patience and please keep watch for updates throughout the end of the week and early next week. 🙏🏻