Customer Credit Card on POS Links to Wrong Customer Account/Profile

[HawaiianPieCo]

Hi,

I've tried searching everywhere and can't seem to find a resolution to my issue (maybe I don't know the correct search terms).

Basically at our Shopify POS, one customer's credit card was accidentally linked to a different customer's account/profile (ex: Luke Skywalker's card used/linked to Captain Kirk's account). We didn't notice it was linked until "Luke" came in recently, made a purchase via credit card, and then when we checked the order list it showed that "Kirk" made the order.

Is there a way to unlink "Luke's" card from "Kirk's" account? I've searched on both the POS side as well as our Shopify backend online and can't seem to find a way to unlink them.

Not sure if anyone's encountered this issue or not. Any assistance would be appreciated.

Thank you.

-Matt 

[Maz]

Hey @HawaiianPieCo!

Thanks for letting us know about the issues you're having with some of your POS order getting assigned to the wrong customer account. This is definitely frustrating, however I am here to help you get to the next step!

In this case, the best course of action is to get in touch with our live retail support here at this link.

As we cannot look into account specifics from the public forums here ourselves, it would be best for our retail team to have a closer look into this for you. In order to help you and the retail advisor save some time. I would suggest getting some POS reports ready to share with them. This can be done via the steps below:

1. From the Shopify POS app, tap ≡ > Support.
2. Tap Send a report.
3. In the Send report dialog, enter a description of the problem that you're experiencing.
4. Tap Send.

Your feedback and the device's application logs are sent to us, and we'll be in a better position to help you when you get in touch with us. 

Aside from the above, how is everything else going for you and your business? I'd love to hear more!