How to Deal with Duplicate Customer Accounts (Merge, Archive)

How to Deal with Duplicate Customer Accounts (Merge, Archive)

How best to deal with duplicate profiles both children and parent (not to be confused with duplicate accounts)

Duplicate Profiles and How They Happen.

Double-ups continue to be one of the major sources of confusion for parents and providers alike.  Duplicate profiles can be that of a parent, child, children or all, primarily this happens when a parent or "bookee" selects to " Add another Child" rather than select the child's name from what is displayed.

Other occasions where this can occur is if there is a technical issue and it will not allow you to select a name, it would therefore automatically create a new profile.

We have three major ways to deal with the fight against double-up accounts. Most of the work has been aimed towards preventing double-ups from occurring as it is very difficult to merge double-up accounts once they are created.

Preventing parents from entering the same child twice

If a parent is making a booking and they enter in the name of an existing child then a popup will appear that asks them“Are you making a booking for [child’s name]? YES / NO”

Depending on the situation one of three things could happen if the parent clicks YES:

1. The child already has a booking at this activity so the parent is automatically taken to edit that booking.

2. The child already exists in the list of names and so the name is automatically ticked.

3. The child already exists but they can’t be selected because they are too old or young. In which case the system displays a friendly “Sorry, Johnny is too old to book…” message.

 

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Automatically merging placeholders 

The system has become smarter with how it merges placeholder accounts and real accounts.

The system now follows these rules:

1. If a provider has created placeholder accounts and the customer is brand new, all placeholders will become “real” accounts.

2. If a provider has created a placeholder account and the customer has existing “real” accounts that match the name exactly, then the placeholder account will be replaced with the “real” account.

3. If a provider has created a placeholder account and the customer has existing “real” accounts that can not be matched by name exactly, then the user will get a popup message asking them if the placeholder account is for an existing child or if it is for a new child.​

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Hiding double-ups from parents where possible

On the booking form, if a parent has already created double-up accounts, the system will only display one copy of each child's name where possible. The system follows a complex series of rules to decide which is the best account to pick as the one to display.

The hope here is that over time parents will keep using the same account which will make it easier to archive out the unused double-ups in the future. Customer enquiries that are sent by parents to providers from the Enrolmy website now appear in the providers back-end website as well.

There is a little notification bell in the top right corner that will glow if there are new customer enquiries. Providers will continue to receive these messages by email as well for the time being​

 

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How to Merge Your Customer Accounts

From time to time you can end up with duplicate or sometimes quadruple accounts in EM, when a customer keeps creating new accounts, this can and will cause issues to your bookings and accounts and must be kept at one per person.

Merging A Placeholder Account with an Active Account

 

From time to time you can end up with duplicate or sometimes quadruple accounts in EM, when a customer keeps creating new accounts, this can and will cause issues to your bookings and accounts and must be kept at one per person.

You can simply archive these accounts if they are clear and no monies owing, or Merge two together so long as one is a placeholder and one an active account

 

***Please note, you must ensure that the account you wish to merge to, has a booking in the activity needed, you will need to add them first if they haven't been, then carry out the merge***

 

 

Here is how to merge a placeholder with an active account:

 

1. Select the Customers Tab

 

2. Search for the family or student name

 

3. From the displayed list ensure there is a placeholder and active account, this could be for the same person or different people if these are the ones you are merging.

 

identifying active duplicates

 

4. When you have the Placeholder account showing, select the Cog to the far right of the screen for that account, then select Archive Customer from the selection

 

are you sure you want to archive?

 

 

5. Select Yes, you will then see the following pop up when invoices are attached to the account.

 

 

archive account - invoives attached

 

archive account invoices attached 2/2

 

 

6. When you have confirmed the change, you will see confirmation of the merge, and invoices will be re-assigned to the new account.

 

 

merge confirmation

 

You will need to repeat this process for ALL accounts, either parent then the child / (children)

NB/ if there are no invoices associated with the placeholder account you will not be given the option to merge accounts, only archive, the account will be automatically archived when selecting that from step 4

How to Archive Your Duplicate Customer Accounts

When more than one entry exists for the same person, you need to look at all of the entries to find the ones which are incomplete, or you wish to delete.

Duplicate Entries

 

How to remove customers who have been entered twice

When more than one entry exists for the same person, you need to look at all of the entries to find the ones which are incomplete, or you wish to delete. Once you have identified these entries it's advisable to edit the name by adding a number 1 at the end, or another symbol which will differentiate them from the list of names.

 

duplicate edited to help identify

 

 

When you have selected the duplicate entry to delete, select 'Archive' from the '+ More' tab as below:

 

archive tab

 

You will then see a prompt confirming you wish to archive the selected customer, once you have selected to archive the customer, they will be shown as Archived in the 'All Accounts' Tab, and also under the 'Archived' Tab - they will NO longer show under 'Active Accounts'.

 

Perform the same steps as above, in order to "Archive" a duplicate parent

 

 

Monies Owed From an Archived Customer

 

Enrolmy will allow you to archive a customer who has monies owing. When you have archived a customer ensure you check monies owing in the 'Awaiting Payment' tab

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