Square transaction did not remove items from Etsy inventory

[TieDyeTerrific]

I started using Square this summer for my in-person shows. I used it at a 3-day show and had no issues. I sync my Etsy shop to Square and it works like a charm.

Yesterday, though, I was at a small market. I had four transactions. The first three transactions all removed the associated items from my Etsy inventory.

On the fourth transaction, which had two items on it, the items did not get removed from my Etsy inventory. The transaction shows in my Square transactions and shows the items that were purchased. I also received the money from this transaction in my account.  Etsy does not show any evidence of this fourth transaction.

Any ideas what has occurred?

Thanks,

Angie

[ChillwolfArt]

Did you use the new App?  I've not used it, but have heard it is quite glitchy.
I do some local shows in the Fall, and have always kept Square separate from Etsy.  If I need to take any items out of my Shop for the show, I'll Deactivate them. If they don't sell I will Reactivate them when I get back.

[TieDyeTerrific]

I did. It worked great during a 3-day festival. I just had the one issue last night.

[ChillwolfArt]

OK.  It's probably one of the many glitches of the new App, sorry to say.  I hope others will jump in.

[NancyQstudio]

Because Square has good customer services I'd suggest contacting them to see if there is an issue on their end.  If so, they'll be able to address and fix it.  I've had excellent service from them.  Solving issues that happen on Etsy's side are much more challenging.  But since you are a star seller you'll be able to contact their contracted customer service folks who can open a ticket with an Etsy specialist team.  

[TieDyeTerrific]

Thanks Nancy! I just tried to call Square support. It said that a text message would be sent to me to start the support conversation, although I have yet to receive it.

[RebecaMojicaJewelry]

I know this doesn't help you with your issue right now - but wanted to mention it in case it may be useful in the future: I use Trunk to sync my inventory, and it works great. (I also do wholesale, so it's particularly helpful during busy seasons, when shops might purchase 12 of the same SKU and wipe me out!) There is a monthly fee, but it's worth it to me, since it also saves me the time/hassle of needing to update inventory levels in multiple places (website, wholesale platforms + Etsy)

[TieDyeTerrific]

Thanks Rebeca!  Generally Square syncs with Etsy immediately. I haven't had to do anything extra for my inventory to get updated. My inventory pieces are all unique, so it's generally one and done.

[TieDyeTerrific · Accepted solution]

The order finally completed overnight, two days later! Guess something just got hung up in the system.