Manage Online Orders with Square for Retail
With Square Online, you can create a professional website to showcase your items online and accept payments with Square. Spend less time setting up your online store and more time focusing on your business.
If you already have a Square for Retail Free or Square for Retail Plus subscription, you can get started right from your online Square Dashboard:
Visit eCommerce > Online in your online Square Dashboard.
Click Get Started For Free.
From here, you’ll have the option of importing your items and categories to start creating your Square Online site. You can also create your items and categories from scratch.
Depending on your item types in Square Online, you can set up different fulfilment methods for different item types. Learn more about each fulfilment method below.
Note: By default, the fulfilment type for all items will be set to shipping in Square Online unless otherwise changed in settings.
Manage Orders from Your Dashboard
Once you set up Square Online for your Square for Retail Free or Square for Retail Plus account, you’ll be able to sell online and manage your customer orders directly from the Orders tab of your online Square Dashboard. You’ll also have the option to manage your orders from your Square Online Overview page.
Note: To cancel an order, you’ll need to head to the Square Online Overview page or Square for Retail app.
Dashboard Order Management
To get started with managing orders from your online Square Dashboard:
Head to Items & Orders > Orders in your online Square Dashboard.
From here, you’ll see a list of your orders. You can use the dropdown menus near the top of the screen to filter by Active, Completed, Upcoming or All Orders, as well as order fulfilment type (e.g. Curbside, Delivery, Pickup, Shipment, etc.). Once you’re ready, click on an order to take action.
From the Order Detail screen, click Mark In Progress. The order status will update to In Progress.
Once you’ve completed the order, click Mark Ready. From here, instructions will vary depending on the order fulfilment type. For Pickup Orders that have completed, click Mark Picked Up. For Delivery Orders that have completed, click Mark Delivered. For Shipping Orders that have completed, click Mark Shipped.
If you’re shipping the order, make sure to add the shipping carrier and include a tracking number or click Skip Tracking > Save.
Once the order(s) have been fulfilled, click View on Square Online to view the order details from your Square Online Overview page.
Print Packing Slips
You can print a packing slip for shipping orders directly from the dashboard. Packing slips automatically include the following information:
Your business name, address, website and phone number.
Your logo image.
The customer’s name and shipping address.
The order number and date.
The name and any variations or modifiers for items included in the order.
To print a packing slip:
Head to Items & Orders > Orders in youronline Dashboard.
Click on a new shipping order to view the details.
From the Actions menu, choose ‘Print packing slip’.
The packing slip opens in a new browser window where you can print or save it as a PDF.
For orders created through Square Online, you can also choose which items to include on the packing slip if you’re only shipping part of the order. Orders created outside of Square Online include all items on the packing slip.
Bulk Actions for Orders
In your online Square Dashboard, you can take action on multiple orders at once to make sure your orders are accurate and up to date. To do so:
Head to Items & Orders > Orders in your online Square Dashboard.
Click Edit Orders and select each order that you would like to edit.
Click Mark as complete for orders that have been completed.
For shipments, you’ll be prompted to provide a tracking number and carrier name for each order > press Save. Click Skip if you do not want to provide this information.
Click Done editing once you are finished updating your orders.
Once your orders are updated, you’ll see the Status column update accordingly.
Manage Orders from the Retail App
To get started with managing orders from the Square for Retail app:
Tap the three horizontal lines to bring up the main menu, and tap Orders. You’ll see a list of your orders, along with the time elapsed since the orders were placed.
Tap an order to bring up the Order Detail screen, and then tap Mark In Progress. The order status will update to In Progress.
Once you’ve completed the order, tap Mark Ready. From here, instructions will vary depending on the order fulfilment type. For Pickup Orders that have completed, tap Mark Picked Up. For Delivery Orders that have completed, tap Mark Delivered. For Shipping Orders that have completed, tap Mark Shipped.
If you’re shipping the order, make sure to add the shipping carrier and include a tracking number or tap Skip Tracking > Save.
Once the order(s) have been fulfilled, tap the arrow icon at the bottom of your screen to view the transaction details. Since customers will be charged as soon as they complete the checkout flow in Square Online, your transaction details will reflect the time your customer placed the original order.
Create Orders from the Retail App
In addition to managing and accepting orders in-app, you can view, fulfil and cancel online orders directly from Square for Retail on iOS.
To get started with order creation from the Square for Retail app:
Select an item or items to Add to Cart.
Tap Create Order.
Tap Add Customer and select an existing customer, or create a new customer.
Choose from a variety of Fulfilment methods, including Pickup and Shipping. Note: If you select Pickup, make sure to include an estimated pickup date and time. If you select Shipping, make sure to include the appropriate shipping address and apply a shipping fee, if applicable.
Tap Done > Charge.
Customers will also be able to request status updates once the order has been charged. To get started:
Upon payment, customers will see the Receipt screen, where they can select Email, SMS, Print or No receipt and enter their information for receipt delivery. The receipt serves as their proof of payment and can be used for future returns or exchanges.
After receipt selection, customers will see an order notification opt-in screen, where they can choose to receive status updates via email or SMS as their order progresses in the fulfilment status.
Note: If your customer would prefer not to receive updates regarding their order, select No thanks on the order notification opt-in screen.
Keep in mind, taxes pre-applied to items will not include a local tax for items shipped out of your area. If a tax isn’t already applied to your selected item(s), you will see a prompt to add a custom tax or existing tax. Custom taxes will have an automated name based on the customer’s delivery address.
Automatically Print Orders
To turn on automatic printing for Square for Retail orders created in person and online:
From the Retail app, tap the three horizontal lines and select Settings > Hardware > Printers.
Select the use types under Use this printer for.
If an order requires immediate preparation or customization for your in-store customer, toggle on In-store order tickets to turn on automatic printing.
If an order requires shipping or pickup and will be fulfilled for a customer at a later time, toggle on Order tickets with fulfilment to turn on automatic printing.
Select the categories of items you prefer to print and select other options like Single item per ticket or Compact tickets if applicable.
After the feature is turned on, new orders will automatically print from your supported printing device. Any new orders will also be highlighted green in the Orders section of your online Square Dashboard and in your Square for Retail app to differentiate from existing orders.
Learn more about printing order tickets with Square for Retail.
For shipped orders, the customer’s address will need to be accurate for delivery carriers to accept the orders. When entering customers’ shipping information, you’ll see an alert if the address needs to be updated. Tap Verify, and Square will run this address through our database, recommending changes where needed. If prompted with a Confirm shipping address screen, choose the address that best matches the customer’s provided information and tap Done. If you prefer to proceed with the original address and not verify it as deliverable, just tap Skip.
Edit Shipping Address
After a customer places an order, there may be times when the customer requests changes to the shipping address before the order has shipped. You can update these order details without having to cancel the order and create a new one.
To get started:
From your Order Manager, open the main menu and tap Orders > Active. For more specific results, sort by the order or fulfilment date.
Tap the order with the shipping address you want to edit.
Select Edit Address > Verify to finish validating the address.
Note: Editing the shipping address is available with both Square for Retail Free and Square for Retail Plus.
Read frequently asked questions about how to edit the shipping address of an order.
You can cancel specific items for an order, or the entire order, directly from Square for Retail Free or Square for Retail Plus.
To get started:
Tap the three horizontal lines to bring up the Main Menu, tap Orders > Active. For more targeted results, sort by the order or fulfillment date.
Tap on the order you would like to cancel > Cancel Items.
Select the items to refund, or tap Select All > Next.
Choose a reason for the cancellation:
Item(s) Not in Stock
Customer Cancellation Request* Other
Tap Cancel Order.
Next, choose to issue your customer a refund or to cancel the order without refunding.
Buyer-Facing Order Status Notifications
You can automatically send order status updates to your customers via email and text message for orders created in your Square for Retail POS on iOS and Square Register.
Standardized order updates status will be automatically sent to your customers when:
the order is placed,
the order is ready for pickup,
the order is shipped or
the order is partially shipped.
Your customers can opt in to or opt out of these updates based on their preferences when they place their order. Customers can also respond to the notifications, and you will be able to see and reply to the conversation in Messages.
With Square for Retail, you have the option to fulfil orders with items across all locations – meaning if you’re out of stock for an item at one location, you can easily fulfil it from another location to avoid losing out on a sale. While fulfilling the order for shipment or pickup, you’ll have full visibility into the inventory at your other locations to determine if you can fulfil the order successfully. Once created, the order will route to the selected location for fulfilment, and you can track the progress through the Orders section of your online Square Dashboard or Square for Retail app.
Note: Cross-location orders are only available with iOS devices at this time and can only be used with a Square for Retail Plus subscription.
To get started with cross-location orders:
Select an item or items to Add to Cart > tap Create Order.
From the Order Details screen, tap Add Customer. Select an existing customer and tap Add, or tap Create Customer to add a new customer.
Once the customer name has populated in the Order Details screen, select the order type by tapping Shipment or Pickup > tap Next. Note: If you select Pickup, make sure to include an estimated pickup date and time. If you select Shipping, make sure to include the appropriate shipping address and apply a shipping fee, if applicable.
Under Shipment Details, tap the highlighted location in the Fulfill From section.
Tap Change location > select a location with the item(s) in stock. From here, you can also filter by distance, in-stock and alphabetical order for Shipping, and by in-stock and alphabetical order for Pickup.
Tap the back arrow to return to the Order Details screen.
Tap Done > tap Charge.
Once the order has been fulfilled at the appropriate location, the stock levels at the location where the item(s) were fulfilled will update accordingly. The location where the order was created will receive the sale for the order (e.g. the funds processed will be included in that location’s next transfer) and the order details can be viewed in the sales reporting associated with said location.
Note: At this time, an entire order must be fulfilled from a single location with a single fulfilment type. The ability to split fulfilment across multiple locations is not currently available.
With Square Messages for Square for Retail, you have a centralized location in-app and online so you can manage communications with customers that have made an order with your business.
To create a new message:
Select the Messages icon from your online Square Dashboard or the navigation menu of the Square for Retail app.
Search for an existing customer from your directory or select Create Customer. Note: If you don’t have any existing messages associated with your account, you’ll see the option to select New Message.
Type your message into the section labeled Send via text or Send via email. If you have both an email address and phone number on file for your customer, you can switch the channel by tapping the three-dotted icon.
Tap or click on the blue arrow to send your message.
You can also send a message to a customer from the Orders section. This feature is ideal for gaining clarification on your customer’s order as well as any last minute changes, such as out of stock items or substitutions.
To send a message to your customer about their order:
Navigate to Orders
Select an order and open the action menu (. . . )
Select Message Buyer
Confirm that you have consent from your buyer to contact them.
Type your message and hit Send.
To view your existing messages and respond to customers:
Select a conversation from the Messages section of your online Square Dashboard or Square for Retail app.
Review your conversation or enter a message into the section labelled Send via Text or Send via email. The section will default to the most recent channel used by your customer. If you have both an email address and phone number on file for your customer, you can switch the channel by tapping the three-dotted icon.
Tap or click on the blue arrow to send your message.
Payments and Reporting
Once a customer places an order from your Square Online site, Square automatically collects payment before you mark the order as complete. Your customers will receive an email confirmation once they’ve finished the payment flow. Square receipts will not be automatically generated for your customers, but you’re able to issue a Square receipt at any time from your online Square Dashboard.
Payments processed with Square Online will appear in the transaction history on your online Square Dashboard. Your payment history on your Dashboard offers an itemized breakdown of stock sold for both in-store and online sales. Learn more about viewing and downloading your Square payment history online.
If you cancel an item or order, your customer will automatically be refunded. Cancelled orders will reflect as a custom amount refund and will not update your inventory levels for the included items.
Learn more about how to process refunds with Square.
In addition to your Square for Retail subscription cost, you’ll pay a 2.9% + $0.30 transaction fee when your customers place an order online.
Learn more about Square Online's paid-tier subscription pricing.
Manage Your Subscription
Learn how to manage your Square Online subscriptions.