Duplicate client records in the brain
Ticketclosed
Pentreath Cold Chain · Duplicate client records in the brain
Dan reported some larger client records appeared twice in query results with slightly different data from the same refresh cycle. Bethan identified a CRM duplicate entry that synced twice and flagged the data team for cleanup.
What happened
What this says
As at Fri 9 Oct 2026Dan reported some larger client records appeared twice in query results with slightly different data from the same refresh cycle. Bethan identified a CRM duplicate entry that synced twice and flagged the data team for cleanup.
Dan reported that client records were appearing twice in the brain with different data, confusing account managers looking up account information. The duplicates were from the same refresh cycle, not historical versions.
Bethan asked for examples and confirmed the duplicates by checking from her side. She traced them to a duplicate entry on the CRM side that had been synced twice during a batch load. Data cleanup was flagged for the team and the next refresh was expected to resolve it.
Data quality issues undermine confidence in the brain. While the root cause was on the CRM side, the impact fell on the customer. No follow-up confirmation of cleanup is shown.
Details
Updated 9 Oct 26Trail
Public reply · Dan Hosken 27 Jul 2026 09:03Actually, one more thing - the duplicates seem to be from the same time period, not historical versions. Are they appearing at the same refresh cycle?- created · Dan Hosken 27 Jul 2026 11:12Hi, we're seeing duplicate records for a couple of our larger clients in the brain. Each client should appear once, but they're showing up twice with slightly different data. It's confusing when our account managers are looking up a client's account. Can you help us figure out what's going on?
- Public reply · Bethan Lister 27 Jul 2026 14:49Thanks for the detail. Just so I've got this right - each client is appearing twice in the same query results, and the second copy has different information? Can you send me a screenshot of one example, or tell me the client names so I can check on my end?
- Public reply · Bethan Lister 28 Jul 2026 09:07I've picked this up. I can see the duplicate records you mentioned. They're coming from a duplicate entry on the CRM side - looks like one of the contact records got synced in twice during the last batch. I've flagged this for the data team to clean up. Your refresh should clear it out by tomorrow morning. Thanks, Bethan
- Status change · 2 Aug 2026 23:59