thread Re: Online and POS , same customer? in Payments Troubleshooting

Online and POS , same customer?

Dirky — Sun, 21 Sep 2025 11:54:27 GMT

I noticed that it’s possible to have duplicate customers on the pos and online?

I would have thought the two would be the same?

if their emails match, why is the online customer not linked (or the same) as the pos customer with the same email?

Seems rather non intuitive? Or is there a setting I am missing?

thanks

Re: Online and POS , same customer?

tonydow — Fri, 19 Mar 2021 06:46:40 GMT

@Dirky Check if you have two entries for the same customer in either POS or online. If you do, you can merge them.

Re: Online and POS , same customer?

tranguyen — Fri, 19 Mar 2021 11:34:06 GMT

Hey @Dirky, thanks for raising this! We will definitely flag it with our team as well.

I do know that sometimes, while the email can be the same, if the information customers enter is slightly different compare to what's saved, it can create a duplicate profile. However, you should be able to merge them as @tonydow suggests.

Re: Online and POS , same customer?

Dirky — Fri, 19 Mar 2021 10:35:25 GMT

@tranguyen @tonydow thanks.
we are also considering using the square loyalty system but I can’t see how this would work properly if 2 profiles exist?

is there any more info I can read about how customers are setup and linked between pos and online?

Re: Online and POS , same customer?

tranguyen — Fri, 19 Mar 2021 16:35:14 GMT

Hey @Dirky, the Square Loyalty isn't available in the UK at the moment. If you are interested in testing out new feature and haven't join already, I would encourage you to check out our our Beta Community.

From chatting with my US colleagues, it looks like once the profiles are merged, the points should be applied still.

I also dig a bit deeper into this and it's worth disable the Instant Profile creation to prevent duplicate profiles. Instant Profiles are created automatically following a transaction. Because information is collected based on their cards, it may different slightly with what's saved in your Directory. You can read more about Instant Profiles and Customer Directory here.