thread Re: Customers' names no longer show in Online Store

Customers' names no longer show

cruzinauto — Fri, 08 Jan 2021 15:45:03 GMT

Customers' names used to show in both my transactions listing on the dashboard and when I did a daily export to a spreadsheet. They are no longer showing up, and I cannot find out how to get them back. Also, I cannot edit the receipt like I used to be able to to add missing customer's name with charge.

Because of this, accounting has no way to match invoices with payments. How do I get the names to show up again?

Thank you.

Cruzin Auto

Re: Customers' names no longer show

sayra — Sat, 09 Jan 2021 20:33:43 GMT

Hey @cruzinauto- Weird! Any customer information that is saved in your Customer Directory should be available. When it comes to transactions, you will be limited in details. It's possible to have more than one Square account, you may be logged into the incorrect one. Can you please try to log out and log back in? I would also check for any Square app updates?

I hope this helps. Have a great day!

Re: Customers' names no longer show

cruzinauto — Mon, 11 Jan 2021 15:57:09 GMT

Sorry, but I just saw your post today. I have logged out, and back in again, and the information is still not showing up. Even weirder, it DOES show up on the Visa cards, but not on Amex or Master Card. Those cards no longer show up in my customer listing either - not as an "unknown name" or just blank, like it is on the receipt. Even stranger is the fact that the card type and the last 4 of the card show up on the receipt, but not the name. Note too that all of the cards were swiped rather than keyed in.

I did just find out that I can add these customers as NEW customers, so it will be interesting to see if their names show up if they use the card again. Unfortunately, that could take a while, because we are an auto mechanic shop, and when we fix our cars they don't come back for a while.

I thank you for your help, and for making me think outside of the box to find a solution I can live with.

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Re: Customers' names no longer show

sayra — Wed, 13 Jan 2021 21:00:00 GMT

Thanks for providing additional details. You can also try to view your customer information in your Square Online Dashboard under Transactions in addition to Customer Directory. Take a look at this article with more details.

Information such as email, phone number and card details will need to be entered manually and saved in your Customer Directory. Bank holders are the ones who decide how much information they would like to provide us from their customers. This may be why you can't see the customer name.

If there were details saved in your Square directory but you can no longer view them as mentioned, I would contact our Customer Success Team to help you troubleshoot further. They will be happy to open a ticket if this is an account-specific issue.

Thank you.