If you have identified duplicate accounts for a customer, you can resolve the issue in a few simple steps.
How do Duplicates occur?
Our system does not allow duplicate emails, but you can have many customers with the same First or Last name. For example, you can have two John Smith accounts, but only one [email protected]. If someone tries to create a second [email protected] email, the system will prevent signup and notify the customer that the email is already taken. Sometimes customers will create a secondary account with a different email address. In this case, John Smith will end up with one account for [email protected] and another for [email protected]. When this happens, there will not be a way to stop them at signup and it will need to be fixed post-signup.
How to Resolve Duplicates
There are a few different ways to handle duplicates. If a customer created a duplicate account and has not yet made a purchase, you can simply delete and suppress the email. If a customer created a second account and made a purchase, the orders will need to be reassigned before the account can be deleted.
How to Reassign Orders
Follow the steps below to reassign orders to the correct account.
In the search bar, enter in the name of the customer.
It is best to search using a name that they share in common. For example, if the last name on both accounts is "Phelps" then enter "Phelps" into the search so it will pull in results for both accounts.
Make note of the customer ID number for the account you want to keep
Open the account you want to delete
Click on the Orders tab from the customers account to pull up a list of orders and select the order number of the order(s) you want to reassign
Click on Actions, followed by Reassign Order to a different Customer
Enter the Customer ID for the account you want the order to go, then select Update
You will see a green banner with "Customer ID updated for this order" when the process is complete.
Recalculate the Customer Lifetime Value by clicking on Settings > Customers
Click on Recalculate Customer Lifetime Value
This will recalculate the totals for the customers now that orders have been reassigned to different accounts.
Search for the Customer accounts and you can see the new totals under the "Lifetime" column
Select the unwanted account to Delete
Now that the orders have been reassigned from ID 101693 to ID 101694, you can delete ID 101693. Any notes, addresses, or other data will need to be copied and pasted into the new account. Sorry, it is not possible to reassign credit cards.
Under the Actions menu on the customer account, select 'Delete Customer'
Unsubscribe or Suppress Duplicate Emails
This process can vary depending on the email marketing software you are using. If you are using our integration with Campaign Monitor:
Go to Lists & subscribers
Select the Suppressions tab on the left side
Choose the 'Add to suppression' list button.
Enter the email and click "Add to suppression List.'
This will ensure that the customer does not receive duplicate email communications going forward and prevent the creation of a duplicate account again in the future.
