New customer created during POS transaction is removed from the sale after transaction is completed

Shopify Discussion
1

Sometime over the last week we’ve been experiencing a new issue. When a new customer is being rung in, we add the products and then select “Add New Customer”. After hitting SAVE and completing the sale, the customer is no longer associated with the transaction. The customer is showing in the cart when payment is collected and then gone when the sale is completed. We have to either ask them again for identifying info again or sleuth through the customer created timestamps to figure it out later.

2

This issue could be related to a recent update or a glitch in the Shopify POS system. Here are a few steps you can take to troubleshoot and potentially resolve the problem:

  1. Clear Cache and Data: Sometimes, clearing the cache and data of the Shopify POS app can resolve unexpected issues.

  2. Update Shopify POS App: Ensure that you are using the latest version of the Shopify POS app. Updates often include bug fixes and improvements.

  3. Reboot Device: Restart the device you’re using for Shopify POS to refresh its system and eliminate temporary glitches.

  4. Check Permissions: Ensure that the user account has the necessary permissions to add and associate customers with transactions.

  5. Test on Another Device: Try completing the same process on a different device to see if the issue persists, which can help identify whether the problem is device-specific.

  6. Contact Shopify Support: If the issue continues, reach out to Shopify support. They may be able to identify if it’s a known issue or provide specific guidance to resolve it.

Would you like help contacting Shopify support or gathering more details for them?

3

We’ve tried all of your recommendations and nothing has worked. Shopify support wants us to send of video which is super awkward to be recording a customer as they enter their personal info. We’ve been running POS for over 15 months now so we’re not exactly newbies here. We just now rang in a transaction and created a customer but it wasn’t attached to the transaction. When we tried to add them to the sale again, it couldn’t find them. My employee then attempted to create the customer again and got the message “email already exists”. When we try adding it to the transaction it still can’t find them under that same email. This is humiliating to experience again and again as customers think we’re idiots and frustrating to my employees. I can look up the customer no problem, but still can’t add them to the transaction post-sale.