Customer history is missing from Headquarters after exchange from remote store in quickbooks point of sale

Hello there, suehdiaz.

When you perform a store exchange after you merge a name in the headquarters, the history for that name at the remote store is blank. You can use the reports at the remote store or the Headquarters to look at the customer history.

For now, our engineers are currently looking into a permanent fix to this issue. You can click here so you can be notified when fix and updates are available or get in touch with us. Our QuickBooks Data Services team can provide some action items you'll need to take. 

I'll be here if there's anything else that you need help with. You take care and have a great day!

Dear QB Team, this is not the same issue. We did not merge the customers. Something happened I am assuming in the store exchange, which as been resent over and over  to try and get the information. I am attaching an example of the customer detail at both the HQ and Remote store. The sales history is missing in the HQ customer detail although if you look at Sales History and look up the receipt in HQ it is there. It is also shows in QuickBooks. I would like a solution to the missing history. I think it is a bug in the program. All other sales came thru and are in the customer details for that day. thank you.

Dear QB Team, this is not the same issue. We did not merge the customers. Something happened I am assuming in the store exchange, which as been resent over and over  to try and get the information. I am attaching an example of the customer detail at both the HQ and Remote store. The sales history is missing in the HQ customer detail although if you look at Sales History and look up the receipt in HQ it is there. It is also shows in QuickBooks. I would like a solution to the missing history. I think it is a bug in the program. All other sales came thru and are in the customer details for that day. thank you.

Thanks for getting back to us, @suehdiaz. I appreciate you clarifying your concern and adding a screenshot.

There's currently an open investigation about missing customer history in QuickBooks Point of Sale. Right now, our product engineers are all hands on deck to find a solution as soon as possible. 

With this said, we recommend that all affected customers with the same issue will contact our Customer Care Team to add their account to the list of affected users and link it to INV-33845. An email notification will be sent to you once an update is received. 

You can check out this link for ways on how to connect with us: https://quickbooks.intuit.com/learn-support/en-us/open-programs/contact-support/00/433872.

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

Thank you for your patience and understanding as we work through this. If there's anything else you need help with concerning QuickBooks, let me know by commenting below. I'm always here and ready to help. Take care!

Hello, I am not accepting as solved because it is still a problem. It seems to be an issue with this since 2018. Thank you.

I am having the same problem. We haven't merged any customers either. This happens pretty often and the only fix is to shut down and bring everything back up. Major pain when there are customers in the store trying to purchase items. 

I can see your point, @EE9815.

Allow me to share some updates about this issue.

Our engineering team is already informed about this behavior and they're reprioritizing this issue based on the reported customer impact.

At this time, I would suggest reaching out to our Support Team so a representative can add your account to the list of affected users in this investigation (INV-33845). Once added, you'll automatically receive email notifications of the latest updates.

For the support's contact information, you can open this link and check it out under QuickBooks Desktop Point of Sale.

I appreciate your patience as we continue to research the root cause of this issue. If you have any other questions, please feel free to leave a comment below. I'm always here to help!

Has there been any update or fix for this problem?  We are still having difficulty and are considering another POS, since we cannot use the feature that we need most.  Please update ASAP.

Hey there, @masonry. 

Thanks for following the thread and sharing your concerns. 

At this time, the investigation (INV-33845) is still in progress with no resolution yet. However, our engineering team is working diligently to resolve this matter. We appreciate your patience as this investigation continues. Since you're continuing to face problems with this feature, I encourage you to contact our Technical Support Team. This way you can be added to the list of effected users and be notified once its been resolved. I've included the link to contact support below. 

•  QuickBooks Point of Sale

Please let me know if you have additional questions or concerns. I'll be here every step of the way. As always, feel free to reach out to the Community at any time. Take care and have a wonderful day ahead!