Merging customers

You can now merge two customer records yourself, right from the customer's detail page, no email to Support needed. Two records for the same customer are the most common form of data drift in Rundoo: someone rang up a contractor under "Joe's Painting" and again under "Joe Painting LLC" the next week, or a job got created instead of a customer. Merging combines the two into one and moves the sales history, balance, and contacts onto the record you keep.

In POS mode, open Customers, open the duplicate you want to fold in, then use the More menu in the top-right action cluster.

Merge two customers from the customer page

1. Open the record you want to get rid of. Search Customers and open the duplicate, the record whose history you want folded into the good one. This is the record that gets deactivated.

2. Open the More menu and choose Merge. It's in the action cluster at the top-right of the detail page, next to Attach file, Duplicate, and Deactivate.

3. Pick the record to keep under Merge into. The Merge customers modal shows the customer you opened locked in at the top under Customer to merge (the one being deactivated), and a Merge into picker below it. Select the customer whose record should survive.

4. Click Merge. The button stays disabled until you've picked a customer to merge into. The duplicate is deactivated immediately and stops showing up in customer search.

What moves, and what stays behind

The modal spells this out as you merge. Transactions, balance, and contacts move onto the record you merge into, and that record's own settings are kept. Payment methods, statements, messages, and notifications stay on the record being deactivated and do not carry over. The customer being merged is then deactivated.

• Moves to the kept record: transactions, balance (including bill payments history), and contacts.

• Kept as-is on the record you merge into: its name, contact info, pricing tier, financing terms, addresses, notes, and settings. The duplicate's name and contact info do not overwrite them, so if the duplicate had the better data, update the kept record's fields manually first.

• Does not carry over: payment methods, statements, messages, and notifications, these remain on the deactivated record.

When to merge vs. deactivate

• Merge when both records have history (sales, payments) that should consolidate onto one.

• Deactivate the duplicate (and keep the original) when one record is empty, created by accident with no transactions on it. Open the empty record and click Deactivate in the top-right action cluster. See Can I delete, void, or deactivate this? for what's deactivatable.

If you don't see the Merge option

Merging is gated by a staff permission (Merge one customer account into another). If Merge isn't in your More menu, ask an admin to enable that permission for your role, see Permissions. If you need a merge run and can't get the permission, email support@rundoo.ai with both customer IDs in the form {CustomerID1} into {CustomerID2}, where the second ID is the record to keep. The customer's ID is the blue-boxed number next to their name on the detail page.

If the merge won't go through

You can see Merge, you pick a record under Merge into, you click Merge, and Rundoo says it can't be done. The most common cause is that the record you're folding in (the one under Customer to merge) has no Primary location set. An account that isn't tied to a location can't be merged.

Fix it yourself: open the duplicate, go to its Settings tab, set a Primary location, and match it to the record you're keeping, then Save. Reopen the duplicate and run the merge again.

If the record you're trying to fold in has no transactions on it at all, there's nothing to consolidate, so you don't need to merge. Deactivate the empty duplicate instead (see When to merge vs. deactivate above).

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Recommended Rundocs

• Customers, the main customer record, search, and edits.

• Customer imports (bulk-import customers without creating duplicates).

• Permissions, the staff permission that unlocks the Merge action.