Also maybe check for any customer merge suggestions! 

@LocavoreStore Thank you for posting this concern. @pessosices is correct. The loyalty activity events are on the profile that you shared in this post. However, the payment activity events for the same loyalty activity event is actually on another customer's profile. To resolve the inconsistencies, you should merge the two customers. Feel free to direct message me so I can help you resolve this issue. Thanks!

I tried searching for the phone #, but it only pulls up 1 customer. Regardless if someone else is using the number, shouldn't it attribute that transaction to that customer? Here it appears to give the customer their points, but it does not assign them to the transaction... Like if I open one of those transactions, it'll take me to the receipt and show me everything that was sold and how many stars were earned, but there is no customer assigned to it. 

There are many times (maybe 6-10 times) the loyalty screen will say "Complete Enrollment" instead of "Claim my stars" once a customer puts their number in (even when they are repeat customers)... Maybe this is related? 

Interesting. That definitely sounds like something different then, that it’s just not doing what it’s supposed to do. 

Hello @LocavoreStore, sorry to keep you waiting here! When you have time can you call our CS team so they can take a closer look at this? They'll be able to look at your account and escalate anything that isn't working as it should be to our engineers. 

No worries @Helen. I've been so busy lately, Haven't really had a chance to check back here anyway. It's not really the biggest priority right now. I'll try and carve out some time to check in with Customer Service next chance I get. Thanks for taking a stab at it 🙂

@LocavoreStore @Helen @lilychiang

So now I've been getting a similar thing more and more - transactions have loyalty points going towards the customer, but the customer is not actually attatched to the transaction - customer name doesn't show up on the transaction record and no transaction shows up in the customer's profile. So I end up having thousands of loyalty customers with points, but no transactions and "Never Visited" show up in the Customer Directory. Really defeats the purpose of having all of that data if the data never connects.

Screenshots attached:

Transaction with loyalty & no customer:

3458 Loyalty Customers with 0 visits but all with loyalty points - they have visited, but the transactions have not attached to them for some reason:

 A closer look at one customer - they're all like this:

Just called into CS also, but wanted to make sure y'all saw it here too

Hey @pessosices, thanks for surfacing this and for taking the time to report the issue to our Customer Success team. That reporting discrepancy is confusing.😐 I went to check on this and I see that there's an open case for this issue. We'll be back as soon as any updates come through.

Sounds good, thanks @Tom!

After much digging with the awesome dude Douglas on the phone, we were able to figure out that it's Cash Transactions that are no longer being tied to the customer profile of folks with Loyalty - but the strange thing is that this started somewhere around March 17th/18th - before this, cash transactions were in fact showing up in the Customer Profiles.

Douglas said he was going to escalate it to the Engineering team, but needed to pass it over to the Loyalty Team first, so he did that.

Hi Pessos, 

Thank you for sharing that case. This is an example of a duplicated customer profile. The likelihood is that the payment information is attached to another customer while the loyalty activity is attached to a different customer. Can you DM with some direct examples and I can help you figure it out?

Thanks,

Lily

@lilychiang Thanks - I just messaged you

@LocavoreStore's initial example looks like that case, but all of mine really do not look like duplicates & mis-attached transaction data - I ran a bunch of tests with Douglas on the phone on my own profile and searched through 100+ of the 3500 customer profiles that have no transaction record, plus many more that have incomplete records, and it definitely looks like cash transaction data when using Loyalty are not attaching since March 17/18th