Troubleshooting: How do I merge duplicate/multiple customer records?

Article Number: 125 | Rating: Unrated | Last Updated: Sat, Sep 29, 2012 at 6:41 AM

Purpose:

To explain how to merge duplicate customer records.

Solution:

Steps to merge duplicate/multiple customer records:

NCR Counterpoint
Merging customers should be done one at a time until you've successfully merged a few accounts. Here are the steps:

In NCR Counterpoint, both customer accounts must have a different email address, so modify one of the email addresses.
Upload both customer records to NRO.
Download both from NRO and import into NCR Counterpoint.
Find the customers in NCR Counterpoint and disable them for Ecommerce by removing the check mark from the Ecommerce tab of the NCR Counterpoint customer record.
NCR Counterpoint – Customers / Utilities / Merge Cust - use this utility to merge the duplicate/multiple customer records
Publish and Upload again from NCR Counterpoint to NRO.

Will the duplicate accounts still appear online?

No. Once the merge utility has been run, history will also be merged. Publishing to NRO after running the merge will clear all the duplicate accounts.

Why is the merge not working for me?
Usually it is because both customers have not made the round trip from NCR Counterpoint to NRO and back. You must make sure that both customers have been exported from NCR Counterpoint, uploaded to NRO, and then downloaded from NRO and imported back into NCR Counterpoint.

I keep getting duplicate or multiple customer records. Why? How can I avoid this?
When new NRO customers place an order and are downloaded into NCR Counterpoint, a temporary link ties them with their new record in NCR Counterpoint. But that link will get lost if customer records are not published soon back up to NRO. The result is a duplication or multiplication of customer records in NCR Counterpoint.

The best way to avoid this is to make sure to publish customers to NRO every day, with a publish activity type of "Update changed customers".

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