Loyalty: How to fix a past transaction where a reward was redeemed on a duplicate customer profile?

[Gigglechops]

The title of this thread has been edited from the original: Loyalty

Hello. I have a bit of an issue. My employee made two sales but didn’t quite follow the instructions right and now we have a problem.

customer a came in and had earned a free service so when my employee rang them up, he says he applied the points but it didn’t show up in the transactions. When I looked the customer up, I saw that a transaction of a new customer, customer b had been applied to customer a. I can’t tell how to:

1. record customer a correctly (this customer is still showing as having a reward to redeem and is showing customer bs sale and earned point)

2. take customer b’s sale and receipt and apply it to her without issuing a refund as I don’t have her payment info on file.

any advice ? 

[Helen]

Hey @Gigglechops! Mistakes happen, but I think you should be able to resolve this from the app or from your online Square Dashboard.

Have you tried to merge the two profiles for this customer into one? This will combine the transactions from two profiles into one - you don't have to issue a refund. 

To merge two customer profiles from the Square app:

1. Tap the three horizontal lines > tap Customers.
2. Tap the three dots in the top right > then tap Merge Customers.
3. Scroll through the list and select the two profiles you want to merge together.
4. Tap Merge Customers (this cannot be undone!) > tap Merge.

Then to remove their rewards:

1. From the Customers section tap on the customer's name to see their full profile and scroll down to Loyalty Summary.
2. Tap the three dots to the right and select Adjust Status.
3. Enter the number of points to remove: You can remove as many points as needed so that this customer doesn't meet the threshold to earn a reward. 

Please reply here to let me know if you have any questions about this!