Merge duplicate customer profiles
How to fold a duplicate customer profile into the right one, what moves over, and why two Knownbee users cannot be merged.
On this page
A guest can end up in Customers twice, for example once with their email and once with their phone number. Merging moves everything from the duplicate onto the profile you keep and then deletes the duplicate.
Before you start
- You need Manage customers and Adjust loyalty balances, because a merge moves balances.
- Decide which profile to keep. Open that one: the other profile is merged into it.
Merge two profiles
- In the back office, go to Customers and open the profile you want to keep.
- Open More actions (the three dots) and choose Merge duplicate.
- Search by name, email or phone (at least two characters) and pick the duplicate.
- Check the names in "Merge [duplicate] into [profile]?" and choose Merge.
What moves over
- Orders, bookings and gift cards of the duplicate.
- The full loyalty history. Points and stamps are added together.
- A welcome bonus that was still waiting: the guest keeps one, not two.
- Details the kept profile does not have yet: email, phone, birthday. Notes and tags are combined.
- Marketing consent, if either profile had it, with the earliest date.
- If the guest signed in to Knownbee with the duplicate's email or phone, that Knownbee link and its member code move to the kept profile, so the guest's card keeps working.
When merging is refused
"Both customers signed in to Knownbee with their own account, so they are different people and cannot be merged." (CUSTOMER_MERGE_MEMBERS)
Each profile is linked to its own Knownbee account that someone signed in to. Verimly treats these as two people, and staff cannot fold one person's account into another's. Check the contact details: often they really are two people, such as partners who share a surname.
If it is truly one person with two Knownbee accounts, the guest can leave your place in one of the accounts (on the card: Leave this place). That deletes the profile linked to that account, and its balance with it. Correct the balance on the remaining profile with Adjust balance if needed.
"These two customers cannot be merged." (CUSTOMER_MERGE_INVALID) means you picked the same profile twice.
Common questions
Should I merge to fix a member code that doesn't scan?
No. A code problem has its own fix, see Points, stamps or a member code are not working. Merge only when both profiles belong to the same person.
Will the guest notice?
Their balance in Knownbee now shows the combined total. Nothing is sent to them.