Customer Profile Duplication

[riftfit]

Is anyone else encountering this issue or is there something that I’m doing wrong? I recently upgraded to Appointments Plus and am slowly switching my clients over from my old paper system to the online booking system, but I have had multiple instances where the first time a customer logs in the system seems to duplicate their client profile and their appointment history and upcoming sessions appear blank, and I need to search for the customer and merge their duplicate profiles in order for the appointment history and upcoming bookings to appear properly. 

[MayaP]

Hey @riftfit  — thanks for getting in touch! I’m happy to help.

When you switched over from your previous system, how was the client information brought into Square? Could you walk me through that process? To clarify as well, have the clients you’re seeing duplicated already booked through the Square booking platform?

If you’re able, please share a few examples of clients this is happening to so I can investigate further.

[riftfit]

I didn’t have a previous system, I was tracking customers on paper so all of my clients have been added manually and have made multiple purchases from me before, but I recently started selling my services as services rather than items after upgrading to Square Appointments Plus (after the option was finally available to sell packages and book classes which are a vital part of my business as a personal trainer). The clients it has happened to have never booked online before because I only recently started offering the ability to do so, and it happens the first time they log in from an appointment reminder to view their upcoming sessions, their details transfer over but their purchase history and packages on file appear blank and it is as if they had never made a purchase from me before, and when I search for their name in my directory two profiles come up. I can resolve the issue by merging the two profiles but I would love to avoid needing to do that if possible. 

[MayaP]

I definitely understand — having to constantly merge profiles isn’t ideal at all. I’m looking into this further and will keep you updated as I learn more.

@riftfit 

[MayaP]

Our team did some testing and confirmed that when logging in with the same credentials, the account links successfully. Is it possible that some clients may have used different email addresses or phone numbers when signing up?

@riftfit 

[riftfit]

Nope it is happening to every single one of my clients the first time they log in online and the phone numbers and emails have all been identical.