Merging Accounts Deletes Loyalty stars

[Kafn]

Another problem with Square...Merging Loyalty accounts DELETES earned stars. We've been getting a lot of complaints that Square has been deleting earned stars. As a result we are offering free drinks to our guests but this is costing us money. 

It seems Square inconsistently deletes earned stars. 

I had a guest who had 31 earned stars with an old phone number and he needed to change the number. We made the change and then realized that he had previously created an account with his new number. When we MERGED the accounts together, he only had 2 earned stars (from his NEW account) and Square had erased the 31 earned stars.  WTF?!

[vhovar]

@Kafn, We had the same issue a few months ago with a husband and wife who mistakenly used separate phone numbers for their loyalty points. What we found was if they happened to use the old number again (like they were creating a loyalty account for the first time) all the "missing" stamps showed up again. It seems the loyalty system retains all of the information it is just not able to be accessed until there is a "new" account setup using the same old phone number. 

I'd suggest seeing if they could try claiming stamps using their old number and see if the points reappear on the "new" account.

When I reported the problem I was told that this couldn't happen but I had it well documented. I did some testing with changing phone numbers and doing a merge and for the most part it worked but I believe (it's been a few months) I was able to reproduce this situation.