Merge duplicate customers

Sometimes the same customer ends up with two records, or a person you booked as an individual turns out to belong under a company. Merging folds them into one so all the history lives in a single place. Everything, events, orders, contacts, and dates, comes across.

Pick the record you are keeping first

You run the merge from the record you want to keep, and the other one is absorbed into it. Absorbing is not something to undo casually, so make sure you are on the survivor before you start.

Before you start

• Open the customer record you want to keep. That is the survivor; the other record merges into it.
• Know which of the two situations you have: two records for the same customer, or a person who should sit under a company.

Steps

1. On the customer you are keeping, scroll to Merge & consolidate and click Merge / move in.

   Screenshot from a demo workspace; data illustrative.

2. Choose the situation:

   • Absorb a duplicate when two records are the same customer. Pick the Duplicate to absorb.
   • Move into a company when an individual should live under a company. Pick the Company, and optionally set their Relationship and Title so they land as a contact.

3. Review What moves. Florio lists everything that will come across, events, orders, contacts, important dates, emails, and more, so there are no surprises.

4. Check Which value wins? for any fields that differ between the two records, such as phone or email, and pick the value to keep.

5. Confirm with Merge, or Move in as contact if you chose to move a person into a company.

Good to know

• The absorbed record is archived, not hard-deleted, and every event, order, rental, and contact it held moves onto the surviving record.
• Move into a company is how you tidy up after booking a wedding under the bride’s name and later learning it should sit under her company. She becomes a contact on the company, keeping her events.
• If you are unsure two records are truly the same customer, open both first. A merge is meant to be permanent.
• Where this fits: Leads and customers.