Two Different Customers Share The Same Guest Profile

[au79teahouse]

We've been dealing with this issue ever since we switched to Toast. Two completely unrelated customers (they don’t know each other and have never interacted) are being assigned the same guest profile, even though they’re registered under two different phone numbers.

The biggest problem is that there appears to be no way to edit or separate these merged guest profiles in Toast.

This has now caused a real incident:

Customer A called us because someone had redeemed her rewards points, even though she hadn’t placed an order that day. After investigating, we discovered that Customer B had come in, ordered at the kiosk, saw available rewards points, and redeemed them, completely unaware they belonged to someone else.

This has been an ongoing issue, and I still haven’t found a solution or a reliable workaround.

Has anyone else run into this duplicate profile/rewards merging problem?

Any insight would be greatly appreciated!

[rcmck]

Only have this issue when credit cards get linked to someone elses loyalty, is that not the case here?

[au79teahouse]

No. But that could be one of the reasons that causes the issue. I have tried to remove all linked cards but no luck on that. 

So if I look up customer A's phone number on the POS, I will get both customer A and customer B (different phone number) on the same guest profile. 

[rcmck]

Ok, but the loyalty account number itself is the same? That is how it would behave if you merged two accounts, but you are saying that you never did that?

[au79teahouse]

So both customers have their own unique loyalty account number but they share the same customer info ID#.

When I look up customer A's phone number, system will show all other people's phone number linked to the same profile.