A Customer Lost Their Saved Addresses or Previous Orders

If a customer says their saved addresses or previous orders have disappeared, first check whether they changed the verified phone number used for MENO. In the current implementation, the verified phone number is the customer’s primary MENO identity.

Why this happens

Addresses and orders are associated with the customer’s verified phone identity. When a customer changes that verified number, MENO switches to a new identity context. The customer may need to log in again or complete verification with WhatsApp OTP.

Data from the previous verified phone number is not carried over to the new identity. As a result, addresses and orders that were saved under the previous number can appear to be lost when the customer uses the new number. They remain associated with the previous verified phone identity; MENO does not currently migrate that saved data to the new one.

What to check with the customer

Ask the customer to confirm which verified phone number they used when they originally placed the order or saved the address, and whether they recently changed the number used to verify their MENO account. The customer profile displays the current identity and verified phone number.

Do not confuse the verified number with a different contact phone number entered during checkout. A customer can use a different contact number for an order, but that number does not require OTP verification and does not become the MENO customer identity. The verified phone remains the identity used for saved customer data.

Explain what they can see

Under the new verified phone identity, the customer will not see addresses or orders tied to their previous verified phone number. They can add addresses to the new identity through Address Book. Address Book supports up to three saved addresses, using the labels Home, Work, and Other; duplicate labels are not allowed.

For order history, also confirm that the customer is viewing the relevant outlet. My Orders shows orders for the currently viewed outlet only. It does not provide one combined history across every MENO outlet or merchant.

Set the right expectation

Changing a customer’s verified phone number does not transfer previous saved addresses or order data to the new phone identity. Avoid promising that this data will appear automatically under the new number. The customer’s existing orders remain in MENO, but the new identity context does not display the data associated with the previous verified number.