Sales through register attributed to incorrect customer

[besus]

I've discovered, on several occasions, sales being attributed to incorrect customers.  For instance, Nate Fillion uses his apple pay for a purchase and the sale goes on Alan Tudyk's customer history but the correct card is charged.  Has anyone seen anything like this and is there a way to fix it?

[SVLFever]

Hello @besus !

I'm sorry to hear that you are having issues.  Since you mentioned Square Register, am I correct in thinking that your customers are doing their own phone/login entry for rewards?

If so, are you errors occurring in "back to back" transactions?  For example, is Alan Tudyk making a purchase, and then Nate Fillion is the next customer transaction?  If so, then Nate is entering his login information before the "new transaction" is started by your register operator.   It's possible, if the timing is correct, that a customer could "walk up" on an unfinished transaction, and then inadvertently enter their loyalty information into that transaction.

If not, check the Loyalty settings on a specific customer by going to the Customer Directory>Select Customer>Loyalty>Manage and select "update phone number" to verify that the customers phone number is correct in the loyalty settings.  You will also want to do the same with "manage cards" under the same menu.  It's possible the scenario above occurred in a previous transaction (days, weeks, months ago) and that card/phone number is now associated with the wrong account.

Hopefully it's one of these two scenarios, as the Loyalty function is pretty solid and should not be giving you errors in this regard.  Let us know what you find.

[besus]

Hi @SVLFever, 

Thanks for the reply.  I'm not sure it's tied to rewards since we currently don't use them.  

While the first scenario is possible I looked through the customer directory and loyalty and both customers appear to be separate in that they have their individual cards and emails and they are not duplicated in the other account. 

However, Nate Fillion's purchases/visits are sometimes shown on Alan Tudyk's account.  I'm not sure why they are only sometimes shown.  My hunch is that when Nate Fillion pays with a physical card it registers as his visit/purchase and when he uses google wallet/apple pay it shows up as Alan Tudyk's.  Not sure why it would work that way, though.

[SVLFever]

Thanks for the update @besus .   If you could, go into the "manage cards" section of Alan Tudyk's customer record and make sure that the Google/Apple card from Nate isn't showing up in Alan's card list.   That's the only thing that makes any sort of sense to me with this.

[besus]

@SVLFever So far as I can see, there is no "manage cards" section. I go to Customers->Customer Directory and then search for each customer.  The cards listed under each customer are different, a VISA for Alan and Amex for Nate so I still have no idea how it's happening.  

I emailed square support on Friday and have not heard back and was just disconnected from a support chat after 45 minutes with no resolution.  

[SVLFever]

Hi @besus !

I'm sorry to hear you got disconneced.  That sucks.  Hopefully, this will help.

In your customer directory, under the "Loyalty" section, do you have this selection?

If so, see if the cards are incorrectly associated in that selection.  Let me know how it goes.

[besus]

@SVLFever - We haven't set up a loyalty program so when I go to Loyalty it brings me to the screen to customize our program.  

[SVLFever]

Ah!  That's what I wondered.  Unfortunately, I'm at a loss to what can be causing this then.   I think the next best option is to try to connect again at Tech Support.  Sorry @besus .

[besus]

@SVLFever Appreciate your help and time!