Merging Client information loses their history

[HanadiSaid1]

Every time I merge a customer, I lose their history or other info. Please correct this issue

[JustinC]

@HanadiSaid1 - can you tell me what info is being lost so I can ask our Customer Engagement Team? Email, phone number, rewards if you're subscribed to Loyalty, purchase history? 

[HanadiSaid1]

@JustinC purchase history, client enhancement and notes. I have to scroll through the clients account and verify what was lost each time and it’s a headache to lose all that info. 

also, do you know if they are working on a solution to allow gratuity in service only ?

thanks so much 

[JustinC]

Thanks for that! I surfaced your post to our Team. We probs won't hear a response until Monday. @HanadiSaid1

Standby for a follow up!

[JustinC]

Back!

Talked with the Customer Engagement Team, they think you're merging customers using Square Appointments app, yes? 

If so, a delay with sycning merged changes is expected and can take a while to reflect. But merging in the Dashboard online will reflect almost immediately. 

If you're still having issues, reach out to our Appointments Team for a hand. 

@HanadiSaid1

[deboraham12]

I am having the same problem when I merge clients their purchase history is erased. 

[BernadetteA]

Hi @deboraham12 Thanks for reaching out. 

Are you also merging customers using Square Appointments app?

[sophiedavies]

Hi there. We are loosing client information when merging clients from the Square dashboard on the computer. All client notes and formulas are gone. Can anyone help or hep us unmerge? 

[JJ_]

Hey @sophiedavies

Since your question involves your customer profiles I am going to recommend you reach out to our support team so they can take a closer look into your situation. They can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here.