Alert for duplicate customers no longer appearing

[WineSneak]

Our customer directory used to tell us if we had duplicates and gave us an option to merge accounts. In my recent chat with support I was told I would have to type in a name and see if it was a duplicate account. That seems like a ridiculous way to determine if there are multiple duplicates.

Anyone else having this issue?

[SVLFever]

Interesting.  I just checked my customer database and I have over 40000 customers, but am showing 0 duplicates as well.   Recently, we went through and tried to manually merge all the ones we could find, as we had duplicates in but for some reason, they weren't flagged as duplicates, possibly because the customer used a different CC.

Anyone else out there seeing no more duplicate indications???

[Ellie_]

Hi there, @WineSneak & @SVLFever,

We appreciate you both reaching out to us about this. I completely understand how helpful the duplicate detection and merge options were, and I can see how manually searching for duplicates would be frustrating and time-consuming. At the moment, the automatic duplicate detection feature isn’t available, but we’ve shared your feedback with our product team so they can review it for future improvements. We’re always looking for ways to make managing your customer directory easier, and your input helps us prioritize what matters most to our sellers.

In the meantime, you can still manually merge duplicate profiles once identified by selecting the customer profiles and choosing “Merge” from the actions menu. If you’d like, I can also walk you through a few tips for spotting duplicates more efficiently. Thank you again for taking the time to share your experience, we really appreciate your patience as we work to improve this feature.

[SVLFever]

Hey @Ellie_ .  Thank you very, very much for passing the feedback along.   One thing to add, as a Loyalty user, having duplicate accounts can be very problematic and frustrating from a guest experience aspect.  Making sure that the customer record has an accurate number of visits, history and possibly earned points/status is critical to the success of the loyalty program.   More importantly, it's a huge guest dis-satisifier if they are broken into duplicate customers.   

Just wanted to pass that along.  Thanks again for the update!

[WineSneak]

After four days of back and forth with support, here is the final word. This has to be the most asinine "update" I have EVER seen!!! Why has Square not trained tech support on "updates" and "feature removals".

"Thanks for your patience, I was taking a look and unfortunately that option was removed due to a system update, so now the process to merge customers would be to be completed manually. I understand it could be frustrating but I can suggest this feature to be back as a future request."