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]

Ohh, ok, this is through the customer lookup not rewards lookup. You also have the new version, I don't have that yet so probably won't be much help. Did it seem to start after the change? I have noticed loyalty accounts being grouped with guest profiles in the backend guest book, it may be related to that. I believe they are the same now essentially with the new version. 

[au79teahouse]

This issue started way before the recent update. It was around the time when Toast launched the "new experience" update along with guest sign-in on the GFD. That's when I started to have customers saying their account was under the wrong name/phone number. Hope Toast is going to offer a way to clean up the guest database soon. But still, thank you very much for your insight!

[Rob]

I'm also sharing this feedback with our product team, but based on what I can find, this is a known issue, unfortunately. There isn’t a simple “split” button in the product for unmerging a profile. Fixes are usually done by manual/guestbook workarounds or by a backend support action. If you have a support case already opened I can help escalate it, but the following is what is recommend to have to get this fixed! 
 

• Guest profile GUID(s) visible in the POS/guestbook
• The two customers’ loyalty account numbers and phone numbers
• A screenshot showing both phone numbers on the same profile (and the POS lookup example)
• The check(s) where the points were redeemed and the time/date
• Notes about any attempts you already made (card removal, manual merges, etc.)
• Ask Support to run a backend unmerge/unlink