thread Re: Customer name missing from online sales in Payments Troubleshooting

Customer name missing from online sales

mtg535 — Sat, 20 Sep 2025 10:57:01 GMT

I have an online store set up. When an item is sold, the order confirmation email I receive is missing the customer name in the personal information section. I tried adding adding text field with the merge tags last name and first name to the order confirmation email and it come though as %last_name% %first_name% and does not populate the merge fields with the customer data. I can see that the data is collected when I log in and look at the order. It just doesn't get inserted properly into the email. How can I fix this?

Re: Customer name missing from online sales

JJ_ — Fri, 18 Mar 2022 19:50:11 GMT

This sounds like a good question for our Square Online team, @mtg535

They can take a look at your account with you to help shine a light here, as they are able to look at your account alongside you in order to pinpoint what's going on here. Please reach out by phone when you have a moment by logging into your Square account and heading here.

P.S. Welcome Back to the Seller Community ✨

Re: Customer name missing from online sales

Quiltman — Wed, 28 Dec 2022 15:13:47 GMT

Me too. Order confirmation shows no customer name.

Lets fix this.

Re: Customer name missing from online sales

BernadetteA — Fri, 30 Dec 2022 01:45:31 GMT

Hi @Quiltman 👋 Thanks for reaching out.

I don't recall this being a wide-spread issue, and may be something affecting only certain accounts. I recommend reaching out directly to our support team so that they can confirm if there is an issue within the account that requires an escalation to our engineers.

Please log into your account, then reach out to the team here when you get a chance. 😊