Customer Directory: smart group filters not working logically

wool-friends — Sun, 21 Sep 2025 09:47:54 GMT

Help me figure out what I'm doing wrong!

I have a customer in my directory, Customer X, who has purchased Item A and Item B.

I have defined two Smart Groups in my Customer Directory using filters:

Group A (Purchase Details: item or service WAS Item A)
Group B (Purchase Details: item or service WAS Item B; item or service WAS NOT Item A)

I expect Customer X to show up in Group A but not Group B. However, she's showing up in both groups.

This is going to mess up my email distribution when I send campaigns to Groups A and B — I don't want her to receive the email twice.

Am I doing something wrong? Is this a bug? Thanks!

Re: Customer Directory: smart group filters not working logically

Stacelyn24 — Fri, 03 Jan 2025 17:02:27 GMT

It sounds like your Smart Groups are working as designed, but the filtering logic might need adjusting to achieve your desired result. Let’s break this down:

Why Customer X Appears in Both Groups:
- For Group A, the filter checks if the customer purchased Item A, which Customer X did—so she qualifies for this group.
- For Group B, the filter checks if the customer purchased Item B but not Item A. Since the condition “item or service WAS NOT Item A” might not exclude customers who also purchased Item A, it’s including Customer X.
Refining the Filters:
To ensure Customer X doesn’t show up in both groups:
- For Group A:
  Keep the filter as is: Purchase Details: item or service WAS Item A.
- For Group B, modify the filter logic:
  Purchase Details: item or service WAS Item B AND item or service WAS NOT Item A.
  Using the logical "AND" ensures that only customers who purchased Item B and didn’t purchase Item A will qualify.
Test Your Groups:
After updating the filters, preview the groups in your Customer Directory to confirm the results.
Deduplicating Email Recipients:
If you’re still concerned about customers receiving multiple emails, Square’s email campaigns automatically deduplicate recipients within a campaign. If a customer is in multiple groups used for the same campaign, they should only receive one email.
Submit Feedback:
If the filters still don’t behave as expected, it’s worth contacting Square Support to verify if this is a bug or intended behavior. You can also suggest improving the filter logic for more precise group segmentation.

thread Customer Directory: smart group filters not working logically in Customer Engagement

Customer Directory: smart group filters not working logically

Re: Customer Directory: smart group filters not working logically