How to Merge an Existing Customer:

1. Navigate to Customers > Manage Customers.

2. Click the three-dot menu (⋮) on the customer you want to merge.

Note: This customer will be removed and merged into the selected customer.

3. Click Merge Customer.

Note: Payment methods and documents will NOT carry over to the merged profile.

4. Search for the customer you want to merge into and click Merge.

Can I undo a merge once it's done?
No. There's no unmerge feature. If you merge the wrong customer, support has to manually reverse it record by record, and it doesn't always come back clean. Double check you have the right two profiles before you click Merge.

Will the email address carry over?
No. The email on the customer being merged away is dropped, not added as a secondary email on the survivor. If that email matters (portal login, notifications, etc.), copy it down before merging.

What about payment methods and documents?
As noted above, these do not carry over. Also worth telling customers this includes anything tied to their account for autopay or stored cards. They'll need to re-add those to the surviving profile.

Will old orders and work orders show the new (correct) customer name?
Not always right away, and in some cases not at all without a page refresh. There's an open bug where a Work Order still shows the old customer's info after a merge even after the merge is complete. If a customer says an order still shows the wrong name, try a hard refresh first before escalating.

I merged an on-account customer into a non-on-account customer and now an order page is crashing.
This was a real issue (order view throwing a "requestedAt" error) and has since been fixed. If you see this again, it's a regression, not expected behavior, escalate it.

I merged a Guest account into an On-Account customer and now the customer dashboard errors out.
This has happened, especially when one of the accounts had an active rental at the time of the merge. The workaround that's worked before is clicking "Generate Account" on the merged profile. Flag this in the ticket rather than trying to force it if it doesn't resolve.

QBO isn't reflecting the merge.
Quipli's merge event isn't currently passed through to QBO. If the two customers already have separate QBO customer records, merging in Quipli won't consolidate them there, and future syncs can still land on the wrong customer or throw sync errors. This is a known gap. If a customer needs QBO cleaned up too, that has to be handled separately in QBO.

I can't find the customer I want to merge into in the search.
This has come up when two customer records share the same email; the merge search doesn't reliably surface a match in that case. If search comes back empty and you're sure the customer exists, don't assume it's not mergeable, that's a known glitch. Loop Quipli support team so they can escalate

Contracts or history disappeared after merging.
There's at least one case where, after merging two customers who both had contracts, only one set of contracts remained visible and the surviving customer showed as inactive. If a customer reports missing contracts post-merge, don't assume the data is gone. It's likely a display issue tied to the merge, escalate to support team.

General advice before you merge: