It seems like there was a recent update to the POS customer search. When I enter a complete phone number we now see a dozen results that are almost the correct customer. Buried in those results is the right customer with matching phone number. Why is the search giving extra results and/or why can’t it filter the exact match to rank first in the results? This invites a lot of errors.
Hi @Brett11
That’s a very frustrating issue, and you’re right, it invites errors. This isn’t a setting you’ve changed; it’s a recent Shopify update to the POS search that introduced “fuzzy search.”
The problem is this new logic is now being applied to numbers like phone numbers, not just text. This is why you’re getting many partial matches instead of the exact match appearing first.
Unfortunately, you cannot turn this off. The best course of action is to contact Shopify POS Support directly. When you do, explain that the new “fuzzy search” logic for phone numbers is flawed because it doesn’t prioritize the exact match, which creates a high risk of errors for your staff. Reporting it as a significant bug, rather than a complaint, is the best way to get it escalated.
Hope this helps!
Thanks for breaking it down for me. I took your advice and reported it as a POS bug.
Hey there @Brett11
This is Aaron from the Retail Team here at Shopify!
Thank you so much for sharing your question with our Shopify Community!
What you’ve outlined was a technical issue rather than a specific update for the customer search function. This issue had also been outlined by a few other businesses, and our developers were able to implement a quick fix earlier today.
We would recommend closing the Shopify POS app and reopening it, however, if you continue to experience the same issue, we would recommend sending a new bug report from the app.
Thanks,
Aaron | Retail Support Specialist
Hey Aaron,
Sounds great. I appreciate the quick response.Thanks,
Brett