topic Re: Duplicate customer records in Restaurant Operations

Duplicate customer records

BrunosPizza — Mon, 03 Apr 2023 23:27:59 GMT

Is there a way to clean up duplicate customer records associated with the same phone number? I have to many instances where I have multiple records for the same customer. I wish there was a way we could clean this up!

Re: Duplicate customer records

josh212 — Thu, 06 Apr 2023 13:10:30 GMT

Short answer yes

long answer if you use third party no.

I’ve been working with the appropriate teams to try and fix this but right now it’s a mess.

so the key customer identifier is email so you need to type the email into the POS and then update the record. That way. Make sure you do it for both billing and delivery info.

If you get third party orders injecting hashed emails you will have a different profile for every email

Re: Duplicate customer records

MS — Wed, 14 Jun 2023 00:45:24 GMT

is there any way to fix this duplicate info for all customers, we have serval customers that have more than one delivery address and if we choose the correct one soometimes the wrong one populates and the drivers then go to the wrong address, or sometimes the customer name changes, or phone number even though we selected the correct info.. very frustrating

Re: Duplicate customer records

josh212 — Wed, 14 Jun 2023 04:25:51 GMT

Key Thinkgs to remember... each guest record can only have 1 email.

Guest records can have multiple address but the phone number is the key idenifier.

Make Sure you are matching the correct delvery customer and billing customer

SO think of it this way

Menu - CUstomer - email

Menu Group - Title - Phone number, item - address

Re: Duplicate customer records

Pspizza1 — Wed, 29 Apr 2026 06:23:07 GMT

The unique identifier for a customer should be the phone number. There should only be one customer record per phone number.

We have thousands of duplicate records under the same phone number. Not only does this create chaos with addresses but also for things like customer credits which can’t be found at the time an order is placed because it was applied to a different customer record under the same phone number.

This also messes up any marketing and loyalty efforts. We have paid for the features for 18 months and never been able to use them due to duplicate customer records. It has cost us thousands of dollars and lost revenue opportunities because Toast can’t get their system to work properly! Good luck getting a resolution. We are so disappointed in Toast and regret our choice to use them as a POS.

Re: Duplicate customer records

escoop — Wed, 29 Apr 2026 08:01:48 GMT

We too struggle with the duplicates!

Re: Duplicate customer records

nbunda — Wed, 29 Apr 2026 11:47:58 GMT

On top of duplicate customer records, a huge annoyance for us is duplicate rewards accounts for the same customer, simply because they used a gift card during a transaction that also had rewards. Any Toast gift card has a rewards balance, and using it while checked in for rewards will create a new rewards account and link the two. Physical rewards cards are so outdated! This needs to end. It ONLY leads to staff and guest confusion!

Re: Duplicate customer records

rcmck — Fri, 01 May 2026 17:12:06 GMT

Those gift card accounts are automatically merged but they should show up as one account when looking up a loyalty account, definitely confuses patrons and staff.

I don't know how long this merge has been in the guestbook but I just noticed it, seems to work