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Currently through call center customer service within D365 F&O, users have the ability to merge customer records which transfers sales transaction from one customer to the other. Within customer service form, this is then represented into a singular view where sales orders for both customers are visible under the specified merged account.


However this functionality does not consider retail channel database which is impacting POS and eCommerce. Although the customer is merged within D365 F&O, the retail transactions history on POS is no longer accurate as the sales transactions are still showing separately under the two accounts.


Once a customer is merged within D365 F&O the same should occur for the retail channel database.


Many of our customers have the impression that this is a bug, however after raising a ticket with the product team, it was suggested that this is currently classed as intended behavior. I personally believe that this is an oversight and should be looked into as soon as possible.

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your suggestion, we are considering this idea. 
Thanks
Maria Shneerson, Senior PM. 

Comments

S

we have the same problem

Category: Customer and Loyalty

S

This must surely have implications with GDPR also. If D365 is not processing the data in the same manner across all channels there is then a discrepancy especially in the instance a customer requests what data is held on them or the right to erasure.

Category: Customer and Loyalty