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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 or Afterpay. Learn more about Afterpay and Square and how it works with your Square for Retail account.

Get Started

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:

  1. Go to eCommerce > Online.

  2. 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 fulfillment methods for different item types. Learn more about each fulfillment method below.

Note: By default, the fulfillment 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, go to the Square Online Overview page or the free Square for Retail app.

Dashboard order management

To get started with managing orders from youronline Square Dashboard:

  1. Go to Items & orders > Orders.

  2. From here, you’ll see a list of your orders. You can use the drop-down menus near the top of the screen to filter by:

    • Order Status: Active, Completed, Upcoming, or All Orders.

    • Fulfilment type: Curbside, Delivery, Digital, Managed Delivery, Pickup, or Shipment.

    • Locations: Choose an individual location or select All Locations.

  3. Once you’re ready, click on an order to take action.

  4. From the Order Detail screen, click Mark In Progress. The order status will update to In Progress.

  5. Once you’ve completed the order, click Mark Ready. From here, instructions will vary depending on the order fulfillment 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.

  6. If you’re shipping the order, make sure to add the shipping carrier and include a tracking number or click Skip Tracking > Save.

  7. Once the order(s) have been fulfilled, click View on Square Online to view the order details from your Square Online Overview page.

Create Shipping Labels

With Square’s UPS integration, you can create and print shipping labels directly from your online Square Dashboard.

1. Go to Items & orders > Orders.
2. Select the order you want to ship.
3. Under Actions, select Create shipping label to start the label creation workflow and update the order status to In Progress.

You can print your label immediately after you create it or print it later from the order detail view. To print a shipping label:

  1. Select the order to open the order detail view.

  2. Tap View next to the tracking number to open the label details page.

  3. Tap Print to print the shipping label.

Here are some important points about creating shipping labels:

  • UPS is currently the only carrier option.

  • UPS bills you monthly for any labels you use. There's no charge to create or print a label, so you'll only be billed for packages you ship.

  • At this time, you can only create labels for domestic orders with the origin and destination in the U.S.

  • It’s currently not possible to print a packing slip or save custom package dimensions.

  • You’ll need to manually enter package weight when creating a label.

Print Packing Slips

You can print a packing slip for shipping orders with or without creating a shipping label. 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 from your online Dashboard:

  1. Go to Items & Orders > Orders.

  2. Click on a new shipping order to view the details.

  3. From the Actions menu, choose Print packing slip.

  4. 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:

  1. Go to Items & Orders > Orders.

  2. Click Edit Orders and select each order that you would like to edit.

  3. Click Mark as complete for orders that have been completed.

  4. 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.

  5. Click Done editing once you are finished updating your orders.

Once your orders are updated, you’ll see the Status column update accordingly.

Create Shipping Labels

With Square’s UPS integration, you can purchase and print shipping labels directly from the Square for Retail app. You can connect an existing UPS account or create a new one, but you’ll need to set up UPS from your online Square Dashboardbefore creating labels in the POS app.

To set up UPS:

1. Go to Items & Orders > Orders in your online Square Dashboard.
2. Select a shipment order to view the order details.
3. Select Actions > Create shipping label.
4. Follow the prompts to connect an existing account or create a new one.

With UPS connected, you can create labels for shipment orders within the Square for Retail app.

  1. Tap the three horizontal lines to bring up the Main Menu > Orders.

  2. Tap the order you want to ship.

  3. Tap Create Label to start the label creation workflow and update the order status to In Progress.

You can print your label immediately after you purchase or print it later from the order detail view. To print a purchased shipping label:

  1. Select the order to open the order detail view.

  2. Tap Print shipping label.

Here are some important points about creating shipping labels:

  • UPS is currently the only carrier option.

  • UPS bills you monthly for any labels you use. There's no charge to create or print a label, so you'll only be billed for packages you ship.

  • At this time, you can only create labels for domestic orders with the origin and destination in the U.S.

  • It’s currently not possible to print a packing slip or save custom package dimensions.

  • You’ll need to manually enter package weight when creating a label.

Address Validation

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:

  1. From your Order Manager, open the main menu and tap Orders > Active. For more specific results, sort by the order or fulfillment date.

  2. Tap the order with the shipping address you want to edit. 

  3. 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.

Cancel Orders

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:

  1. 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.

  2. Tap on the order you would like to cancel > Cancel Items.

  3. Select the items to refund, or tap Select All > Next.

  4. Choose a reason for the cancellation:

    • Item(s) Not in Stock

    • Customer Cancellation Request* Other

  5. Tap Cancel Order.

  6. Next, choose to issue your customer a refund or to cancel the order without refunding.

Messaging Customers

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:

  1. Select the Messages icon from your online Square Dashboard or the navigation menu of the Square for Retail app.

  2. 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.

  3. 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 •••.

  4. 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:

  1. Go to Items & Orders > Orders.

  2. Select an order and click ••• to open the action menu.

  3. Select Message Buyer.

  4. Confirm that you have consent from your buyer to contact them.

  5. Type your message and hit Send.

To view your existing messages and respond to customers:

  1. Select a conversation from the Messages section of your online Square Dashboard or Square for Retail app.

  2. Review your conversation or enter a message into the section labeled 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 •••.

  3. 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 online Square 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. Canceled 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.

Pricing

In addition to your Square for Retail Plus subscription cost, you’ll pay a 2.9% + 30¢ transaction fee when your customers place an order online. If you’re using Square for Retail Free, you will still pay a 2.9% + 30¢ transaction fee with all associated orders. For online orders paid using Afterpay, you'll pay 6% + 30¢ per transaction.

Learn more about Square Online's paid-tier subscription pricing.

Manage Your Subscription

Learn how to manage your Square Online subscriptions.

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