Duplicate importer records and wrong exception status
Ticketclosed
Kralingse Expeditie · Duplicate importer records and wrong exception status
Importers appeared twice in the account view with the same shipments, and some exceptions showed the wrong status. Ruth Okoro merged the duplicates on the BG-Demo side and asked Lotte van Dam to check the next refresh.
What happened
What this says
As at Fri 9 Oct 2026Importers appeared twice in the account view with the same shipments, and some exceptions showed the wrong status. Ruth Okoro merged the duplicates on the BG-Demo side and asked Lotte van Dam to check the next refresh.
Problem: Lotte van Dam, Senior Account Manager, Retail, reported importers showing twice under matching names, and a second case where one importer had an extra word on its name.
Handling: Ruth Okoro asked for examples, then said names were being matched in a way that created a second entry, and that the next refresh should show one entry per importer.
Watch: The record shows no customer reply after 28 May 2026, and the ticket was closed on 12 Jun 2026 without confirmation that the refresh fixed it.
Details
Updated 9 Oct 26Trail
created · Lotte van Dam 22 May 2026 09:49Hello, we're seeing some importers appear twice in the account view, with the same shipments under both entries. A couple of exceptions also show the wrong status, which has caused some confusion on the desk. I've checked the importer names and they look identical to me. Could someone look into which entries are correct? Thanks, Lotte- Public reply · Ruth Okoro 22 May 2026 13:28Hi Lotte, thanks for flagging this. Could you send me three importer names where you see the duplicate, along with one exception that shows the wrong status? That will help me check the records on our side. Ruth
- Public reply · Lotte van Dam 26 May 2026 14:49Hi Ruth, sorry for the slow reply, I was away from the desk. Here are three importers that show twice, with the names matching exactly. The exception statuses are wrong on the same shipments. Thanks, Lotte
- Public reply · Lotte van Dam 28 May 2026 09:20Hi Ruth, I've found another one. It's the same importer under two names, and the second one has an extra word on the end. Is this part of the same problem? Lotte
- Public reply · Ruth Okoro 28 May 2026 14:05Hi Lotte, thanks, that helps. It looks like names are being matched in a way that creates a second entry for the same importer. We've merged the duplicates on our side, and the next refresh should show one entry per importer. Could you check that once it has run and let me know? Ruth
- Status change · 12 Jun 2026 23:59