Around December 2025, Some of our Live Assistant Pro retailers that are using our Checkout Assistant had some, not all customers start getting an additional Order Fee they did not add, nor did LoyalShops.  

It appears that Square made some changes and these profiles either started working when they hadn't previously or are erroneously being applied.  

Upon research, we realized only customers that were getting the Customer Verification SMS pop-up were the ones getting these Erroneous Fees on some retailers orders sent.  

So we believe that Square made a change to the Customer Verification SMS Pop-up that is causing these wrong charges to be added.  

One way we believe to remove these charges is to go to the Shipping Rates  section in Square and removing any shipping rates.  Please don't remove things you are relying on for other parts of your business, but each customer so far we have talked with accidentally added this setup just exploring Square's features.  

To review and potentially review these Shipping Rates causing this issue, use a computer, log into Square, then use this URL to go to Shipment Settings:

"https://app.squareup.com/dashboard/fulfillment/preferences/shipment"

When you get there, at the bottom is Shipping Rate Profiles,  You can see if there are any rates, if you find them, they will be listed and a pencil icon will be located in the far right where you can review the settings and if found not needed, delete the Shipping Rate Profile(s).  

We believe this will stop this issue from happening going forward.