• Resolved Anonymous User 16216981

    (@anonymized-16216981)


    I know that you have reverted back to 1.0.38, but just wanted to report this issue as you work on 2.0.2. Since we upgraded, new products added to Square were not syncing to our Woocommerce store. We disconnected/connected several times and resynced with no effect. Reverting back to 1.0.38, disconnecting/reconnecting and syncing Square to Woocommerce fixed the issue.

    Somewhat related, on 2.0.1 the manual sync settings changed and became unidirectional, for lack of a better description. We had it set up with Square as the “master” store. The client changed some product titles in Woocommerce thinking she could sync back to Square. What’s interesting to me is when things synced up, the products with the new names showed 0 inventory. I would have expected the Square titles to overwrite the Woocommerce titles since the SKUs still matched instead of showing that those products didn’t exist in the stock anymore. Reverting back to the original titles in Woocommerce and resyncing got everything matched up again.

Viewing 15 replies - 1 through 15 (of 16 total)
  • Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    I see that version 2.0.3 was posted and I’m wondering if this was looked at to see if it could be reproduced. After updating to 2.0.x any new products added to Square did not sync to Woocommerce store. Disconnecting/Reconnecting and pressing the sync button had no effect. Once I reverted to 1.0.38 the new products synced. Not keen on downloading the next version if this is a known bug that hasn’t been addressed.

    Version 2.0.3 – products not syncing. I have only one product which I need to sync. It’s stuck on “Syncing now…” I have disconnected and reconnected several times but it’s still not working.

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    How long until we get a sign of life from support here? You released 2.0.3 and so far have no response to support issues. A simple “we’re looking at this” would be welcome.

    Hi @laurenfromseattle,

    Sorry for the wait on this reply – ver. 2+ changed a lot of syncing options, adding a System of Record for the origin of syncing. Due to this, if you did not set the System of Record after syncing, then it may not sync correctly.

    If you can please disconnect, reconnect from Square and then re-sync using the steps found here. Also please turn on logging options in the Square settings, as it can give an error code for the syncing which can assist us further in figuring out what is going on ??

    I look forward to hearing back from you!

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    Hi, Mike.

    I did those steps, as I described above. This was version 2.0.2. And there was obviously some syncing going on, since it was showing 0 inventory for items where the client had changed the item name in Woo. That was another issue I brought up above, but I don’t really care about that at this point because I figured out how to fix it.

    Issue remains that none of the new products added to Square since the upgrade made it to Woo. I did multiple reconnections and manual syncs. Only when we reverted to 1.0.83 did those products sync. Doesn’t sound like this is something that got fixed in 2.0.3, since this is the first response. And I’m assuming from your response that you haven’t tried or haven’t been able to replicate it. Am I the only one reporting the issue thus far? Thanks.

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    Am I interpreting this correctly, that every time we add new products to Square we need to run an import?

    Import Products: Run a one-time import to create new products in WooCommerce for every product in Square, if the SKU doesn’t already exist in WooCommerce.

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    I look forward to hearing back from you!

    Ditto.

    Hi Lauren!

    I am SO sorry about the wait on a reply! We had a transition of teams and a large event which postponed replies on this forum. We are back now though.

    Issue remains that none of the new products added to Square since the upgrade made it to Woo. I did multiple reconnections and manual syncs. Only when we reverted to 1.0.38 did those products sync.

    If you are still experiencing this, it sounds like the System of Record is set incorrectly. Basically, the following is a rundown of it and where it should be set:

    If you sell via multiple channels (e.g. in-person with Square POS and online), we recommend setting Square as your system of record. Using Square as the system of record is especially helpful if inventory is shared for a Square location.
    
    If you sell online only, we recommend setting WooCommerce as your system of record. This will ensure basic WooCommerce product data are pushed to Square as they change on your site.

    This is key as it sounds like whatever you have your System of Record(SOR) set to, it is causing the opposite of what you need to happen. If you have your products in Square and update everything there, then set the SOR to Square. If you do everything through WooCommerce and you are not seeing the items in Square, set it to WooCommerce.

    Am I interpreting this correctly, that every time we add new products to Square we need to run an import?

    If you create and run products primarily through Square, then set the SOR to Square and it should sync correctly.

    Again, sorry about the wait on this. We will be on top of it from this point forward!

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    Hi, Mike. The SOR was set to Square. I did multiple disconnect/reconnects. No new products added to Square after the upgrade in your plugin ever synced to Woo. We’ve downgraded to 1.0.38, and based on the hellscape that is your support forums at this moment, not much confidence that this has been resolved.

    At what point will we have to upgrade to a 2.x version, i.e., the integration will stop functioning? Thanks.

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    So a week plus later and no response. Curious if this is how you define “being on top of it,” Mike. I mean, I like the sensation of having smoke blown up my ass as much as the next guy, but I guess I’m left wondering what the point of the PR push was. Why not admit you shit the bed on the 2.x release and have no intention of providing support?

    madeincosmos

    (@madeincosmos)

    Automattic Happiness Engineer

    Hi @laurenfromseattle,

    I hear your frustration. That’s a tricky case we have here. We tested this on a clean site and Square account, and indeed new products created in Square don’t automatically appear in WooCommerce. Even running a manual sync from the WooCommerce > Settings > Square > Updates page will only sync the products that are already in both systems. The new ones will only show up after manually clicking the import button.

    If you tried this, and it still doesn’t help, please open a support ticket at: https://woocommerce.com/my-account/create-a-ticket/

    We’ll need admin access for [email protected] to troubleshoot this further.

    Alternatively if running a manual import does bring the new products over to WooCommerce but you’d prefer this to happen automatically, please add this suggestion to our ideas board:

    https://ideas.woocommerce.com/forums/133476-woocommerce?category_id=175794

    The more popular an idea becomes, the more of a priority it is for our developers.

    Please let us know if you have some more questions, or if there’s anything else we can do to help.

    madeincosmos

    (@madeincosmos)

    Automattic Happiness Engineer

    Hi @laurenfromseattle,

    Did you have a chance to submit a support ticket with us? If you tried to import your products manually but they are still not created in WooCommerce, please send us the System Status Report and login details at https://woocommerce.com/my-account/create-a-ticket/

    Thanks!

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    Hi, @madeincosmos. I missed this reply. I’m confused: if Square is set as the store of record, why would syncing not import new products? This is the point of the integration, not exactly optional functionality that would be cool to have if devs decide to work on it one day.

    The 1.x version of your plugin had this functionality. So are you saying when we add new product, we need to add it to both Square and Woocommerce?

    I clicked the import button. Still no new products from Square. Also, I get this confirmation message when I click import:

    Only use this action to perform a one-time import!

    If you’re saying I am supposed to be clicking this button every time I add a new product, that is not a one-time import. More like a once-a-day import. And also, as mentioned above, it isn’t working anyway.

    Plugin Support con

    (@conschneider)

    Engineer

    Hi again,

    Hi, . I missed this reply. I’m confused: if Square is set as the store of record, why would syncing not import new products?

    The manual sync should pick up on a new product: https://docs.woocommerce.com/document/woocommerce-square/#section-10

    Only use this action to perform a one-time import!

    The action performs many API requests. We put the warning there so people don’t flood the API with too many requests and get throttled.

    More like a once-a-day import. And also, as mentioned above, it isn’t working anyway.

    Is there anything recorded in the debug logs?

    Kind regards,

    Thread Starter Anonymous User 16216981

    (@anonymized-16216981)

    The manual sync should pick up on a new product: https://docs.woocommerce.com/document/woocommerce-square/#section-10

    It doesn’t.

    Is there anything recorded in the debug logs?

    We rolled back to the functional 1.x version and will use that until it becomes untenable to do so. Wasn’t possible to have a non-functioning store for the 3+ months we have had this thread open trying to get support.

Viewing 15 replies - 1 through 15 (of 16 total)
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