Duplicate trade accounts showing in North East branches
Ticketclosed
Strensall Merchants · Duplicate trade accounts showing in North East branches
North East branches saw trade accounts twice under different references. The ticket was marked solved too early; Karen Oxley was told to use the older reference until the scope was confirmed.
What happened
What this says
As at Fri 9 Oct 2026North East branches saw trade accounts twice under different references. The ticket was marked solved too early; Karen Oxley was told to use the older reference until the scope was confirmed.
Problem: Duplicate trade account records appeared in North East branch lists, with orders split between two references, and branch managers needed a correct number for credit quotes. Handling: Connor Webb's internal note records that the first fix was partial and that Felix Dorran was checking the load before the North East records were re-run. Connor told Karen to use the older reference. Watch: The record closes on 17 Aug 2025 with the fix described as completed on the 13 Aug 2025 update; the ticket's solved date of 13 Aug 2025 was premature.
Details
Updated 9 Oct 26Trail
Public reply · Karen Oxley 12 Aug 2025 12:07Hello again. Just to flag that this is the issue I mentioned on the phone yesterday, so I am raising it formally now. Karen- created · Karen Oxley 12 Aug 2025 16:41Hello, I am writing because our North East branches are seeing the same trade accounts twice in the account lists. Most of them show with two different account references and the orders split between them, so branch teams are not sure which one to use when they take a call. This is urgent because our branch managers are quoting credit from these lists first thing tomorrow, and a wrong number could hold up deliveries. I have checked three trade accounts myself and each one has a duplicate. I have tried refreshing my view and logging out, but nothing changes. Could someone look at this today please? Karen
- Public reply · Connor Webb 12 Aug 2025 17:33Hi Karen, thanks for raising this quickly and for the three examples, which helped a lot. I can see the duplicate records in the North East load and I am working with a colleague in our platform team to find where they come from. I will keep you updated this evening, and I will ask you to check a couple of accounts once the fix is in. Connor
- Internal note · Connor Webb 13 Aug 2025 15:08Solved too early. Duplicates come from branch codes that were re-used after the change on their side. Felix says the re-run did not clear the duplicates for every branch, so the fix is partial. He is checking the load before we re-run the North East records. Do not reply to Karen until he confirms the scope.
- Public reply · Karen Oxley 13 Aug 2025 15:37Connor, I have just checked again and the duplicates are still there for some of the branches, not all of them. Is it a partial fix? I need to know by the end of the day which account the branches should use. Karen
- Public reply · Connor Webb 13 Aug 2025 15:40Hi Karen, you are right and I am sorry we marked it solved too soon. The fix has cleared most of the branches and we are completing the rest now. I will confirm by the end of the day which account to use. Until then, please use the account with the older reference. Connor
- Status change · 17 Aug 2025 23:59