How Merging Works
Access requirements. You'll need edit access to the "Customers" permission to merge two profiles.
Merging is permanent and one-way. You pick a customer to keep and merge another one into it. Once the merge finishes, the other record is gone for good — there's no undo.
Everything transfers to the one you keep. Order history, loyalty points, house account balance and credit limit, invoice ledger entries and payments, any customer groups, and an address (if the customer you're keeping doesn't already have one) all move over automatically. House account balances are added together (so if either customer is carrying a credit, double-check that the combined balance looks right before you rely on it), and the credit limit becomes the higher of the two.
You choose the final name, email, and phone. Both customers' info shows side by side, and you can type in whichever value should end up on the merged record — you're not limited to picking one or the other exactly as written.
You can't merge a customer into itself. If you accidentally search for and select the same customer you started from, the merge is blocked with a clear message instead of doing anything.
Where to Access Each Feature
To… | Go to |
Merge two duplicate customers | Open the customer you want to keep → "⋮" → Merge |
Merging Two Customers
Step 1
Open the customer profile you want to keep. This one becomes the "Original Customer" — the record that survives the merge.
Step 2
Click the "⋮" menu, then click "Merge."
Step 3
Search for the duplicate profile under "Merging Customer" and select it.
Step 4
Compare "Name," "Email," and "Phone" across both customers, shown side by side. Edit the middle "Final Customer" column for any field where you want the merged record to end up with a different value than what the Original Customer currently has.
Step 5
Click "Merge."
Important: double-check you've got the right customer selected as the one to keep before you click Merge. The other profile is permanently deleted once the merge completes — there's no way to split them back apart afterward.
What It Looks Like
The merge screen lays out three columns: "Original Customer" (the one you started from, read-only), "Final Customer" (editable — whatever's here is what gets saved), and "Merging Customer" (the duplicate you searched for and selected, read-only). The Final Customer fields start out pre-filled with the Original Customer's values, so you only need to change what you actually want to come from the other record.
Troubleshooting
You selected the same customer you started from: the merge is blocked outright rather than doing anything — search for and select the actual duplicate instead.
You're not sure which customer will survive the merge: it's whichever one you opened first, before clicking "⋮" → "Merge" — that's the "Original Customer," and it's the one that keeps existing afterward.
The merge fails with a technical-looking error instead of a clear message: this happens if the customer you're merging away has a return on record — that's the one thing merging doesn't know how to carry over automatically, and it blocks the whole merge rather than skipping it. Nothing changes when this happens (the merge doesn't partially apply), but don't keep retrying — reach out to support instead.
You still see what looks like the old duplicate after merging: that would be a new customer record created since, not the merge failing to take — the merged-away profile is genuinely gone.