Search duplicates for retailer accounts
Ticketopen
Harrowden Foods · Search duplicates for retailer accounts
Searching retailer accounts by name returns the same record several times, and the customer has confirmed this across its tests. The bug is still open, with no BG-Demo reply since 7 Oct 2026.
What happened
What this says
As at Fri 9 Oct 2026Searching retailer accounts by name returns the same record several times, and the customer has confirmed this across its tests. The bug is still open, with no BG-Demo reply since 7 Oct 2026.
Problem: Kelly Sharpe reported duplicate results whenever her team searched by account name, including for major accounts.
Handling: Olivia Grant asked clarifying questions on 1 Oct 2026, then suggested partial search and searching from Insights on 7 Oct 2026. The customer reported on 9 Oct 2026 that both still showed duplicates.
Watch: The ticket is open and BG-Demo has not replied since 7 Oct 2026. The first response took 125 minutes, and the evidence does not show a cause or a fix date.
Details
Updated 9 Oct 26Trail
created · Kelly Sharpe 1 Oct 2026 14:20When our team searches for retailer accounts by name, the search results are showing the same record multiple times. This is happening consistently and it's making it difficult to find information quickly. We noticed it most recently with one of our major accounts. Can you look into this?- Public reply · Olivia Grant 1 Oct 2026 16:25Hi Kelly, thanks for reporting this. I'm looking into it now. Just to clarify: is the duplicate issue happening when you search for all retailer accounts, or just particular ones? And roughly how many duplicates are you seeing for each record?
- Public reply · Kelly Sharpe 5 Oct 2026 13:40We've tested this with several of our major accounts, and yes, it's consistent. Whenever we search by account name, we get duplicates. It's affecting our ability to pull up account data quickly during retailer reviews.
- Public reply · Olivia Grant 7 Oct 2026 15:11Thanks for confirming. Can you try a couple of things? First, try searching by partial account name instead of the full name, and see what you get. Also, try searching from the search bar versus searching from within the Insights page and let me know if the behaviour differs.
- Public reply · Kelly Sharpe 9 Oct 2026 11:26We've tried both. Partial search still shows duplicates, and I'm seeing the same issue whether we search from the main bar or from within Insights. It's consistent across all our tests so far.