New Orders page - not all orders showing up

[HannahC]

Hello,

We started using the new square Orders page when it came out last month and when it works it is great. However sometimes when exporting the orders not all of the orders will show up, and we only realize that not all of the orders have shown up when a customer comes to pick up there order and we did not make it (as it was not shown on the exported report).

This issue seems to happen no matter if you change the selection to all/ active or scheduled. Additionally there seems to be no pattern in the orders that don't show up which make it hard to spot. 

Just wondering if anyone else is having the same issue or if there is a solution?

Thank you 🙂

[BernadetteA]

Hi @HannahC 👋 Thank you for posting in the Seller Community.

Right away, this may be best handled by our direct support team. I say this because it would be a better experience for you to chat with a rep that can access the account with you in real time to troubleshoot this one on one.

That said, if you could provide a couple order numbers, we may be able to help pinpoint where the discrepancy is coming from. 

You mentioned "pickup", and I'm assuming this refers to pickup orders placed on your Square Online store? These the same orders that are missing when you export your orders, correct?  Are you exporting to a .csv file?