Possible reasons
1. Duplicate contacts in the database
In Maestra, an email address or phone number can’t belong to more than one customer at a time. When the same contact shows up on two different customer profiles, Maestra keeps it on one of them based on a set of priority rules and removes it from the other. A record of the removal — including the reason — is written to the customer’s change history.2. Manual removal
The contact may have been deleted by hand while someone was editing the customer profile.How priority is decided
When the same email or phone exists on two customers, Maestra uses several signals to decide which customer keeps it:- Order history — the contact stays with the customer who has purchase history.
- Personal actions — engagement with emails, product views, and other individual activity raise a customer’s priority.
- Recency — more recent data wins over older data.