Customer Directory: smart group filters not working logically

[wool-friends]

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:

1. Group A (Purchase Details: item or service WAS Item A)
2. 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!

[Stacelyn24 · Accepted solution]

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:

1. 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.

2. 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.

3. Test Your Groups:
   After updating the filters, preview the groups in your Customer Directory to confirm the results.

4. 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.

5. 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.