Running into something unexpected with your itemised Square reporting? Here are answers to the most common questions.
💡 This article is for itemised Square reporting only. If you haven't switched to itemised reporting yet, head to this article to find out more or get set up.
Why are some items appearing as uncategorised in Square?
This is most likely because a category that was assigned in Ticket Tailor has since been deleted in Square. If that's happened, you'll see a warning banner on your Ticket Tailor dashboard prompting you to reassign a category.
A couple of things to bear in mind:
If the default 'Ticket Tailor' category was deleted in Square, it won't be recreated automatically. Any future orders will appear as uncategorised until you reassign a category in your Square settings.
Some line items – such as transfer fees and SMS reminders – will always appear as uncategorised in Square. This is expected, as these ad-hoc items can't be assigned a reporting category.
Why aren't my orders appearing as itemised in Square?
If an error occurs when an order is being created in Square, the payment will still go through – but the order won't be created with itemised detail. The transaction will still appear for reconciliation purposes.
This fallback is intentional, so payments are never blocked.
If this is happening consistently, please get in touch with our support team and we'll help identify the cause.
Common reasons this can happen:
A catalogue item's location was changed in Square (for example, moved to a different location). This causes an error – items need to stay in their original location in Square.
General API or connectivity issues, which are usually temporary.
Why don't item names in Square match my Ticket Tailor event or product names?
Catalogue items created by Ticket Tailor are managed by Ticket Tailor. If you rename an item directly in Square, it'll be overwritten back to the original name the next time a sync happens.
To keep things consistent, always rename your events and products in Ticket Tailor – not in Square.
It's also worth knowing that past orders retain the item name as it was at the time of the transaction. Only the catalogue item used for future orders is updated when you make a change.
How do refunds work with itemised Square reporting?
The refund experience is the same whether you're on basic or itemised reporting.
Please note: itemised refunds aren't currently possible in Square – this is a Square limitation, not something we're able to change. The item sales and category sales reports in Square won't reflect any refunds processed through Ticket Tailor, so bear that in mind when reconciling.
I have multiple box offices connected to the same Square account – how does that work?
Each box office creates its own catalogue items in Square, even if your events share the same name across box offices. Items are kept separate using unique identifiers, so there's no risk of them getting mixed up.
If you disconnect one box office, it won't affect the catalogue items belonging to your other box offices on the same account.