When I create a fulfilment with type “Delivery” in the sandbox it all works perfectly but in production, I see a transaction and the order does not show in the dashboard, but the stats for the day are updated. I also cannot change the status of the order on my Square POS machines. I can select them in an order list but the button remains disabled when I try to change their status. It looks from other posts that this may be something I need enrolling into. Otherwise I have to hack my way through using a pickup type instead. Can anyone help?
Hello,
This issue typically occurs because your production account isn’t enrolled in Square’s First-Party Delivery (or “In-House Delivery”) program. In the Sandbox, these restrictions are often relaxed, but in Production, Square requires an active delivery profile to process these orders via the Dashboard or POS. Without enrollment, the system tracks the payment (hence the updated stats) but treats the fulfillment as an “unmanaged” state that the POS UI isn’t configured to handle, leaving your action buttons nicview disabled.
To resolve this without “hacking” the fulfillment type to Pickup, you should log into your Square Dashboard, navigate to Settings > Checkout > Fulfillment, and ensure Delivery is fully enabled and configured for your specific location. If the settings appear correct but the issue persists, you may need to contact Square Support to manually flag your account for “First-Party Delivery” capabilities.
Best regards,
Ivy Cordes
Hello, thanks for this update. I saw the fulfilment options and delivery is indeed enabled and configured for the location.
I also sent support a message a while ago but have not had a response - it’d be great if I can have our account flagged for “First-Party Delivery” capabilities. Is there any chance there is someone in this forum from support who can help enable this?
Additionally, if there is an option for some deliveries to be fulfilled by Square couriers in my location, I’d be very interested in integrating these options too. It’d be great if the support team would be able to get in touch.
It’s been another 4 days waiting for a reply from support - my requests seem to be lost or ignored, can you help us get this resolved anyone?