naarian

Thank you for confirming the bug. It’s sad to see how it’s been unfixed for almost 1.5 years now. What can we do to speed it up?

Unfortunately, creating an Order on Woo isn’t the same as Purchase order on Square, they’re quite the opposite. Order on Woo is a sales order that goes to a customer and deducts the item’s stock whereas Purchase order on Square is meant to be sent to a supplier (vendor) and upon delivery increase the stock count for ordered items.

A temporary solution that Woo can present independently I’d highly suggest which also is relevantly easy to implement would be to create a “Fetch all stock from Square” button that would sync all products at once, that way bringing stock back from 0 to original value from Square (currently I have to click it one-by-one on all affected products in Woo).

Last reply I had from Square is that they need an “escalation case ID from WooCommerce” to step in. I didn’t see a way to create a ticket in here, and they would not consider a forum thread relevant. Please advise.

If I disable Sync inventory, what’s the point of the plugin then? I need the sync to be always running and keeping up to date to account sales both online (my website) and offline (my brick-and-mortar store). And why do you keep proposing some random things instead of actually fixing the bug in the code? This thread has been going for almost a month and we haven’t got any closer to resolving the issue. Square support does the same thing, just keep stalling with useless replies in hope I’d give up.

As I mentioned earlier, I don’t think your customers should carry out the debugging and communications between the two of you (Woo and Square), we’d be playing a broken telephone game here. Again, reach out to Square yourselves, having all the information on hand and make sure you two find a solution asap. So far in our 16 emails chain with their support I haven’t gotten further in solving it than here with you.

I even tried to disconnect Square from Woo, make a Purchase order on Square, waited for like half an hour (my sync setting is 15mins), and reconnected Square back and the products in order were set to 0s. There’s no work around for this, I am doomed until you make a fix!

I can’t change my sync settings to Square, I’ve had it that way before and it breaks my catalog structure due to Square limitations on category/subcategory system. Here’s my related topic. So I need it fixed with Woo as the sync source please.

Having a “Fetch all stock from Square” button on Woo that would run all products at once would definitely help as a temporary solution.

Did you reach out to Square? They’ve been ping-ponging me for 2 weeks now with 16 emails in chain and 0 result. My only hope is with you.

Hello!

I’ve tried everything you listed and did a full reinstall of the plugin on top of that, removed the app from Square and reconnected it after. At first, I got this error on Woo “Heads up! There may be a problem with your connection to Square. In order to continue accepting payments, please disconnect and re-connect your site”, so I had to reconnect it again to clear the error.

But then exactly after I created a new Purchase order, the stock for those items listed in the Purchase order only, went to 0 on Woo, while other items stayed untouched. It is 100% related to that particular event, nothing else triggers that sudden drop to 0. And I don’t make any changes to the products on Square like you suggested.

I honestly don’t know what to do next, I am so tired fixing the stock back every time, I wish there was at least a “Fetch all stock from Square” button on Woo that would run all products at once.

I am happy to provide you with the access to the website and/or Square account. Just get it fixed please!!!

• This reply was modified 1 month, 3 weeks ago by naarian. Reason: typo
• This reply was modified 1 month, 3 weeks ago by naarian. Reason: typo

Hello,

Reconnecting didn’t help. I just placed another Purchase order and have to manually fix stock on Woo for over 100 items. Not funny.

The strange thing is that the stock on Square itself does not drop to 0, I don’t know why it’s sent as 0 to Woo. Hence I bet when I create another ticket at Square I’ll be ping ponged back at you saying that the stock on their end doesn’t actually drop to 0.

I am getting super frustrated and tired of this to be honest, and I don’t think the customers should carry out the debugging and communications between the two of you (Woo and Square). How about you take it from here, reach out to Square having all the information on hand now and make sure you have it fixed together asap.

Thank you

Please see the logs for Sep 20 (the day when the test event happened) below. Search the events by SKUs: T-NAVA-5 and T-RED-11. The logs will be available for download for the next 7 days.

Square Log

WebHooks Log

I will try to reconnect Square, but just so you know everything else works fine, except this single important bug. Having all the information from my end, I hope you’ll be able to fix it regardless.

Hello!

I just confirmed the bug following these steps:

1. Created a Purchase Order for 2 random items on Square. These items are in stock, 17pcs and 9pcs accordingly
2. These very items went out of stock on Woo (0pcs Inventory now)
3. I updated the stock on Square manually via Inventory Recount (removed 1pcs, so it’s 16pcs and 8pcs accordingly now)
4. The stock on Woo for these items synced up and went from 0pcs to 16pcs and 8pcs accordingly

This is definitely a bug that needs to be addressed asap, I can’t let the stock to drop to 0 for items that I wait to replenish via Purchase Orders. Please let me know what part of log file I should upload if it helps, each day the txt files generated are quite large (1-2mb with thousands of lines of text), not sure if they contain any private information. I can provide access to Support team via a secured channel (tickets?) or happy to help with anything else.

Thank you!

It just happened again, but I think I found the reason behind it. Seems that every time I create a Purchase Order on Square such as this https://imgur.com/a/Wl088R3, for the items I select it clears the stock on website (Woo) down to 0 even thought it correctly reflects the stock on Square. Other items’ stock is fine. My Woo Settings are correct and I haven’t touched them https://imgur.com/a/WyLfp5c. I have “Enable Logging” on but “Debug Mode” off. I can’t tell if there are any errors in the logs, I believe you can access my logs internally since I am logged in on WordPress website and have my website attached here (log stored at URL/public_html/ca/wp-content/uploads/wc-logs/). Look at the logs dated 09/15 (before I created the last Purchase order that I believe have caused stock problem) and then 09/16 (the day I created that order) and then 09/17 (the day I discovered the issue).

Thank you, that helps!

I created a new thread per question since they are all different topics and I though this may be helpful for other users to find answers faster.

That didn’t really answer my question, I’ve read that article a few times, but it’s okay, I’ll test a few things and let you know if it doesn’t work as intended.

Well the fact that Square overwrites existing category structure in Woo I, so to say, learned from my mistakes, but how do I make it NOT to? If I set sync Woo -> Square will it stop messing up the categories when I manually update stock on Square? I can’t update stock on Woo, it’s grayed out with autosync enabled https://imgur.com/a/HCWFNgy

• This reply was modified 2 months, 3 weeks ago by naarian.

Right now my sync setting is Square -> Woo, but I can change that, let me know what’s best. On Square I only have 3 parent categories (lets call them A, B and C) since I read that Square can only support one category for sync purposes. On Woo however I have subcategories under each of the parents, so to say A1, A2, A3 etc and they are all on one level (no sub-subcategories). Some of the subcategories share the same name across different parents, so parent B can have B1, B2, A3, B4 subs in him etc. Now every time I make a change on Square (like updating stock manually), it removes subcategories and sets all products under a parent category in Woo.

What happens if within that hour I have a sale online (WooCommerce) and in store (Square terminal)? Does the system read plain stock number or does it record the change? Here’s an example: we have 10pcs of product A. There was a sale online at 10:05am and a sale in the store at 10:10am. Now WooCommerce stock went down to 9 and Square stock is also at 9, however in fact we have only 8pcs left. At 11am during the next sync event, will the stock go down to 8pcs on both ends? And will this work regardless of the sync setting (WooCommerce -> Square or Square -> WooCommerce)? Which setting is more reliable and recommended?