Square KDS: Duplicate Tickets when Splitting Checks

[ATKM]

We are having an issue when we have an open ticket and go to split it, the new ticket will be sent to the kitchen via SquareKDS although the item itself was already sent to the kitchen and made on the first ticket.

Example:

Table orders 2 tacos and an appetizer, we create the ticket, name it Table 5, hit send and the kitchen makes 2 tacos and the appetizer. When the customers ask for the check they would like to split the check and customer 1 would like to pay for the appetizer. We go to our Square station (we have both a stand and register) open the ticket go to Actions and Split Ticket. We select the taco and appetizer to split and the split ticket is sent to the kitchen. So what should be 2 tacos and an appetizer in the kitchen is not 3 tacos and 2 appetizers.

Is anyone else experiencing this? Is there anything y'all would like me to test/troubleshoot on our end?

Thanks,

Ryan

[ashc]

Hey @ATKM,

It should be filtering items that were already sent to the kitchen on our end when splitting checks on Point of Sale.

I had a Product team member test it on our end and it's behaving as intended with filtering these items and no duplicates sending.

I would recommend checking your iPads to make sure that the Restaurants app is up to date on each one. It could be causing this bug/glitch to happen.

[ATKM]

This issue was patched out the day before I made this forum post and I just had to update all of our apps. Sorry for the inconvenience. Feel free to delete this post. Thanks!

[JustinC]

No worries @ATKM!! 

[wildheartbrew]

Hey, @JustinC.

I'm having this issue, too. I have an open ticket going with Krista (ref:_00DE0Y7ru._5004W1fTm4P:ref), but I wanted to also post here in case another seller has found a solution. Here's a summary of where we are at:

When a ticket is split, new tickets (with duplicate items) display on the KDSes but do not print on the impact printers. I checked that the Square for Restaurants app and Square KDS apps are up to date on all devices: 5.63.

The issue is causing food to get remade and then wasted, so it’s pretty important for us.

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@JustinC wrote:

No worries @ATKM!! 

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[Jcarrier]

I'm having the same exact issue.  Split tickets are reappearing on the KDS but are not printing on the impact printers.  I have checked today and confirmed all iPad OS and Square apps are up to date.  We had an instance last night, 5/12/21, as well as multiple other instances in the last few days.

[longtab]

We are having the same issue - all apps and iOS are up to date.   Square, whats the fix?  

[BernadetteA]

I'm sorry to hear you are having trouble with this, @longtab 

We have limited access to accounts through the Community page, but I do recommend reaching out to our support team when you get a chance. 

[crownandrye]

I am also having this issue.  We have updated.  Do we need to contact support individually - are they able to check individual accounts to see what the problem is?

[BernadetteA]

Yes, that is correct @crownandrye 😊

A rep can go over account settings with you, and will confirm with advanced support if anything appears to be working incorrectly. 

[Hsanborn]

This is still happening to us and causing duplicate food orders when splitting checks or moving tables. All apps are up-to-date. 

[Kassi_]

Welcome to the Community, @Hsanborn - 

Would you be able to reach out to our CS Team directly about this?

They will be able to take a deeper look into the issue on your end. If that doesn't do the trick, then they can file a ticket with our engineers. 

[Greens]

How do you fix it?

[VENECCI2021]

im having the same probs , all new ipads , all uptodate apps , kds shows order when customers is going to pay at the pos and the bill is split

[RobertTPH]

Did you solve this, I am experiencing this issue currently.

[RobertTPH]

As of 06/08, I am still having this issue. The weird thing was it appeared organically one night. I'm not sure if it was caused by adding a square card reader to one of the iPads, but this seems unlikely because the issue originates from the square terminal. Just as an FYI to any specialists trying to figure out the problem, all of the software was up to date, version 6.22.2 on iPads and up to date with KDS and till. I have uninstalled the KDS apps and Square Restaurant apps on iPad. I am just unable to troubleshoot to find out exactly what is causing the issue, it seems to happen pretty consistently, and we haven't changed any settings of the items to make this happen; as I said, it seemed to happen when we added an SQ card reader to the system. However, this doesn't make much sense. No other events occur to me in the time period that may have caused this. 

[Bhcbistro]

Anyone found a fix to this. I’m still having these issues in 2024

[Taw1]

We are still have this issue 2/2/2024. Has anyone found a fix for this? Its getting costly in orders being made a second time

[MayaP]

Hello @Bhcbistro, I hate to hear you are having issues with KDS printing duplicate tickets. I understand this is frustrating. I do see any new reports of this issue. I would contact our support team, so we can look into this further. You can reach support at 1-855-700-6000, squ.re/contactsqsupport.