POS sales removing customer profile names

[ShiftSetGo]

Starting last week, any transaction rung up on any of our 5 POS locations (any app version, this wasn't from an update) removes the customer's first and last name upon completing the transaction. All transactions are rung up on an existing customer profile (even if customer is new as of today). I noticed last week that there were a few customers showing up as email instead of name on the recent order list (in the online admin). The next day almost everyone was showing up as email only. I ran some tests and figured out that if the customer has an email associated with their profile, as soon as the transaction is completed with payment the name is removed, it's just blank. If there is not email associated with the profile then the name remains. We ring hundreds of transactions per week so you can imagine losing hundreds of customer names is frustrating. I've chatted with support, they sent this to retail. Several days after the ticket was sent, the response I got was "make sure apps are updated". I've tested this across old and current apps, make sure you're updated is a lame attempt at diagnosis. 

Anyone else having this issue? This is not happening with any online transactions, only POS. 

[stalefish]

same issue here ! I am being told that is a bank issue. I called BS.  I find it hard to believe every bank suddenly stopped sharing the customer name, all on the same day. Sunday every order with a card had a name, Monday... GONE. Causes MAJOR problems on return/exhange without a receipt.  Shopify's answer to me was that I need to manually ask and add customer names. We dont have time for that when there is a line of folks glaring at you to get out the door with their purchases.

[ShiftSetGo]

My issue is that existing customer names are being removed. All transactions are rung up on existing customer profiles. Just seems odd that it isn't happening with online sales, only POS.

[Noah_D]

@stalefish I recently noticed that the reverse was happening and your comment is the first related post that I've found. Sorry that this is a little off topic, but here goes.

Were you seeing NEW customer accounts being automatically created by the POS? Those accounts would only have a name associated with it. This would happen when there wasn't an account associated with the transaction and a credit card was used.

I'm also wondering if you were expecting to see these new accounts? (it sounds like you were.)

Now I'll have to look and see if I can figure out if accounts stopped being created automatically and names are no longer being added by the POS. 

@ShiftSetGo we aren't having your issue and we add a lot of customers to the cart when we're checking them out with the POS. Are names still being removed after checkout?

Noah

[LKNewman]

We are having this same issue. Has anyone found a fix for this?

[ShiftSetGo]

I haven't found the fix. Do you happen to have ActiveCampain connected to Shopify? This may be the issue but support with both platforms is really slow and unhelpful.