POS updates have made check out more difficult

tnemeth888
Excursionist
17 0 31

The last handful of updates made on the POS have led to a longer checkout times and unhappy customers. We have actually lost customers because of how bad this system has gotten in 2024. All the updates made in 2024 have led to further system issues and inefficiency.

 

We have to click more than 5 screens in order for the customer to check out even after the products have been added to the shopping cart! I think this is the last straw for us and we'll have to look for a new POS option unless the following items are fixed:

  1. Reduce the number of times we (or the customer) has to click continue on in order to check out
    1. We don't need a summary screen showing what's in the cart after we click continue the first two times.
  2. The cash drawer doesn't open until after a receipt is printed? - this is incorrect.
    1. We need to make change quickly for our customers so we can help the next customer. A receipt is not priority over making change
  3. The only time the customer needs to see the screen is if a tip is being applied to the order. Flipping the screen back and forth with the customer and having them click multiple "continue" buttons is confusing them and wasting our time at check out.
    1. Most of the time, we are just having to click past the tip screen ourselves so the customer can finish check out faster and without further confusion.
  4. Make sure the tap and chip reader doesn't go to sleep mid-day (this happens daily and never has anything to do with time in between customers).
  5. After the customer pays and they are looking at the screen, a phrase comes up stating "return device to staff" with ANOTHER continue button. Just add a button that says "finished" or "complete".

This stuff has got to get better. As a small business, we can't keep working through the weeds of poor updates and multiple screens to achieve one simple goal - accept money and collect simple information.

 

 

 

Replies 9 (9)

catniptakeout
Excursionist
12 0 5

I’m a newbie and totally agree !   I’ve submitted bugs and feedback.    I move to Shopify for their online superiority but will likely move back to square for in person sales.   I totally want to stay instead of maintaining 2 sources of truth.   But it is getting really hard to

 

@Shopify     Are your product teams reaching out for customer feedback before adding features ?   More clicks and steps = lost sales !!!!!!

Knit3
Excursionist
11 0 2

Just as things were seeming reliable, it seems as though an update changes the simple checkout for the worse. Of course, I had surgery as the update came out and my staff is trying to figure out which end is up. ‘Checkout not loading’ errors and other mysteries  pop up. Another vote to revert to the last version. 

tnemeth888
Excursionist
17 0 31
We just noticed one more update (not sure when this happened). When you click on the product variant you want to add to the cart it opens the product instead of just adding it to the cart. Now, we have to click the plus sign to add it to the cart. One more step to slow down the transaction process.
pdom2014
Visitor
1 0 0

Agree with all this! More time for each checkout with our customers. WHY!!!! Simplify it! Most frustrating because we don't do printed receipts. When I bring up an existing customer in our system and go to text or email them a receipt, it no longer auto-populates that info. I now have to go back to the customer info, copy the email, then back to the receipt page and paste, then send. This used to just autopop if the info was in the system. So bad!

Joyce19
Excursionist
19 1 5

This new process is slowing down transactions significantly. Open the details page, add the item to the cart, close the details page, and then repeat this for every item a customer is purchasing 😑 

 

If you are looking for a new POS,  I have searching in Shopify application and found ConnectPOS with 4.7 stars review, good start in free trial with their support team and super quick checkout process. As an ShopifyPOS alternative I have to say it more superior with easy to use interface further customization. Plus, their pricing is the most reasonable among others. You can give it a try!

spanishtable
Visitor
2 0 1

We fully agree.  Whoever worked on this release is cordially invited to come to our 2-POS specialty food and bottle shop to deal with the long lines.  What used to be a single tap to add-to-cart is now a painful sequence of taps, and every checkout takes longer AND is more error prone.  Come on Shopify!  Why don't you roll out changes based on efficiency rather than some UI redo based on god knows what.  If you are getting requests from one part of your base, why not add a "speed checkout" option that keeps it simple.  

catniptakeout
Excursionist
12 0 5

Totally agree ! I moved over from Square....I'm really finding it hard to stay.  If it wasn't I have everything in one system.   My customers are patient, but I'm coming up on a big show and I'm stressing about it.  I may pull out the square and deal with it and having to work outside of the shopify world to mesh everything back together.... more work !

 

tnemeth888
Excursionist
17 0 31
When the POS goes down for mid day updates or whatever random reason, we must use our old square unit to process customers. I have added a custom payment button to the shopify pos so when it does eventually come back online, we can add the transaction to the Shopify pos. This takes care of inventory and dollars received but its absolutely more work. Using that square button bypasses the credit card steps and just adds it to the admin in the back office. It's super easy to add a custom payment. Might work for your show?? Could be a back up option for sure.

AnUddersensatio
Tourist
4 0 9

I agree - it's very irritating how many steps it now takes for a simple order.