Merging Customer Accounts

Procedure

  1. Select customer to be merged in the Customer Details page, and click Merge.
    The Merge Accounts page is displayed.
  2. Select one of the following values for the first field, Merge, from the drop-down menu:
    1. Current -> into another customer
    2. Another customer -> into current

    Other elements of the page might be instantly redrawn to reflect the merge option you have chosen. If the currently selected customer is active (unenrolled), you cannot merge data into the current customer.

  3. Enter text in the Reason field that can be displayed to the customer. This should summarize the merge.
  4. Optional: Add an internal note, which is not displayed to the customer, to convey any important information about the merge.

    For example, you could use this text field to account for the reason for the merge and any justification or authorization for it. To avoid any data loss, you should have a rationale for performing a merge.

  5. Search for the customer. Depending on the merge option you selected in the first step, the account you identify with your search belongs to either the receiving customer or the customer being merged.
  6. Click Next.
    The Confirmation page opens, displaying the data you just entered.
  7. If the data is correct, click Merge Customers.
    A confirmation dialog is displayed, prompting that the merge cannot be undone, and asking if you want to continue.
    Note: To end the merge process, click Cancel.
  8. Click OK to confirm that you want to complete the merge process.
    The Merge Status confirmation page is displayed.
  9. Click Done to finish the merge process and go back to the Customer Detail screen.