Duplicate Accounts can be created in a few ways:
- by the customer using a different phone or email to log in, thus creating a duplicate with it’s own Storefront Online Profile. The system tries to detect duplicates and attempts to match them to their profile through a series of questions, but if that fails, a duplicate is created.
- by someone creating a booking for someone that is not already a saved participant on their online profile. (ie, I book a yoga class for myself and a friend. That friend on my booking will be a duplicate). Adding saved participants to online profiles can be done on the customers Online Profile tab.
- by customers using Guest Checkout. These will always create a duplicate to resolve.
- by a staff member manually creating a customer that is a duplicate.
We recommend:
- Resolving duplicates be part of daily tasks. Keeping this list short is a good goal to have and ensures customers can view and access all their current records if they have a profile.
- When using Guest Checkout(optional), staff resolve the duplicate with the customer still present. That way any contact info changes can be verified before accepting changes.
Viewing System-Detected Duplicate Accounts
Go to the ‘Customers’ module > Duplicates tab. Here the Status column will rank potential duplicates based on how much of the information matches.
Click resolve to bring up the Resolve Potential Duplicates window.
Resolving the Duplicate or Creating a New Customer
If this is not a duplicate, Mark as a New Customer with the checkbox at right in yellow
Compare the customer in the heading to the suggested customers in the list. If you see a match, click Select and compare the customer info.
Leave the checkboxes in the Action column checked to accept the new info and merge the customer records. This will update the selected info on the customer record and merge the accounts, keeping the newest info on the active account.
Duplicates not caught by the system
If you find a duplicate that is not shown in the Duplicates tab, you can resolve it by Transferring Records. SEE HERE for more info.