Duplicate merchant records
Ticketclosed
Brenneck Pay: documents · Duplicate merchant records
Katrin Vogelsang reported duplicate merchant records appearing in search results with inconsistent details, confusing the account managers and merchant risk team. Olivia Grant requested specific examples and investigated whether the duplicates existed in the source CRM.
What happened
What this says
Current to 12 Oct 26Katrin Vogelsang reported duplicate merchant records appearing in search results with inconsistent details, confusing the account managers and merchant risk team. Olivia Grant requested specific examples and investigated whether the duplicates existed in the source CRM.
Problem: Katrin reported that searching for merchants returned duplicate records with different information, disrupting the merchant risk team's ability to review merchant status. Handling: Olivia responded after 211 minutes with a diagnostic approach, asking for specific merchant examples, whether the duplicates appeared in the source CRM, and when the customer first noticed the issue. Watch: The ticket shows no customer response to the diagnostic questions. It was marked solved on 1 Oct 2026 and closed on 5 Oct 2026, but no investigation outcome is recorded.
Details
Updated 9 Oct 26Trail
created · Katrin Vogelsang 3 Sep 2026 10:04I have noticed duplicate records for several merchants in the brain this morning. When I search for a merchant, I see what appears to be the same merchant appearing twice, with slightly different information. One record has current contact details while the other does not, for example. This is causing confusion for our account managers and merchant risk team when they review merchant status. I need to understand where this duplication is coming from. The source is our CRM, and I am not aware of any recent changes to the merchant master data on our end. Can you investigate and advise on how best to resolve this?- public_reply · Olivia Grant 3 Sep 2026 13:35Hi Katrin, Thank you for reporting this. Duplicate merchant records in the brain usually come from one of two causes: either the duplicates already exist in your source CRM system, or there is an issue with how the brain is processing and indexing records during the nightly refresh. I have a few questions that will help me investigate: 1. Can you share a couple of specific merchant names or IDs where you are seeing this duplication? 2. When you check your CRM directly, do these merchant duplicates also appear there, or is the duplication only visible in the brain? 3. Roughly when did you first notice this issue occurring? Once I have those details, I can review the data sync logs and the last refresh to identify the root cause. Cheers, Olivia
- status_change · 5 Oct 2026 23:59