Introduction
Sometimes the same customer ends up in the app twice — once typed in at the desk, once created by a booking from the website, or simply entered again by a colleague who did not search first. Merging folds the two records into one. You open the record you want to keep, click Merge customer, and choose the record that should disappear. A small popup headed Merge customer holds one drop-down, labelled Dissapearing customer (the app's own spelling), and a Merge button.
The bookings, invoices and payments of the disappearing record move to the one you keep, and the disappearing record is archived: it moves to the Inactive tab of the customer list and drops out of every customer drop-down. Some things do not move with it — see What moves to the record you keep, and what stays behind below before you start.
You will use this when:
- a customer booked online and now has a second record next to the one you already had
- two colleagues each created the same business customer, and invoices are split between them
- the app warned you that another customer already uses this email address
- a blacklisted person got through because they were booked under a second record
- you are tidying the customer list and find the same name twice
Words used on this screen
| The screen says | It means |
|---|---|
| Merge customer | The link on the customer form that opens the merge popup |
| Dissapearing customer | The duplicate record that will be archived. The customer whose form you opened is the one that stays |
| Archived | Moved to the Inactive tab of the customer list and left out of every place where you pick a customer. The record still exists |
| Linked employees/subdivisions | The tab listing the contacts at a business customer |
Every way to do this task
The only merge the model scan found starts from the Merge customer link on the customer form, described below. There is no merge from the customer list itself.
Use this page when two records are really the same person or business. If they are two different people who share an address or phone number, leave both records alone.
How to use
Configuration
There is nothing to set up. The merge has no settings.
Before you start: merging needs a company administrator account; without it the Merge customer button is not shown. Decide first which record to keep: open the form of that record, not the duplicate. The record you keep does not receive any details from the duplicate — not the email, phone number, address, licence, passport or bank details — so type anything missing into the kept record before you merge, while you can still see the duplicate.
Using the merge
From the main menu open Customers, then click the Customers tile. Search the list headed Customer for the record you want to keep, and click its row to open the form.
- Look at both records first. Open the duplicate as well, check its Identification, Financial and Core tabs, and copy anything the kept record lacks into the kept record. Click Save on the kept record.
- On the kept record's form, click the Other tab. Near the bottom, below Sync to Mollie and Mollie customer id, click Merge customer.
- In the popup Merge customer — which says Select the dissapearing customer and Warning: this can't be undone — open the Dissapearing customer drop-down and choose the duplicate. The drop-down shows each customer's quick lookup name followed by the customer number in brackets. It lists only your own company's customers, leaves out the customer you are merging into, and leaves out customers already archived.
- Click Merge. The app asks Warning: this can't be undone. Are you sure? Click Proceed to merge, or Cancel to stop without changing anything.
- Close and reopen the kept customer's form once the message Customer merged succesfully! has appeared and the popup has closed by itself, so its tabs show the moved bookings and invoices.
The merge happens the moment you click Proceed. There is no Save step and no way back: the popup has no undo. The archived record can still be opened from the Inactive tab of the customer list, but it no longer holds the bookings and invoices that moved.
Key details
What moves to the record you keep, and what stays behind. Skim this table once; you will come back to single rows as they matter:
| Moves to the kept record | Stays on the archived duplicate |
|---|---|
| All of the duplicate's bookings and quotes, with their rental agreements | Its own details: name, email, phone, address |
| All of the duplicate's invoices | Its driving licence and passport (Identification tab) |
| All payments in the duplicate's name, including those on its own bookings | Its bank details and payment terms (Financial tab) |
| Its funding agreements and the funding on its bookings, where a third party pays | Its link to Mollie, the online payment service |
| Drivers attached to it on Linked subaccounts/drivers | Its contacts on Linked employees/subdivisions — see below |
| Direct-debit mandates signed through Twikey, an outside direct-debit service | Businesses the duplicate works for, and accounts it drives for (its own Linked accounts tab) |
| Bookings where the duplicate was an extra driver: the kept record becomes the driver | Email opt-outs recorded on the duplicate |
| Every booking where the duplicate was the contact person |
The balances are worked out again. Straight after the move, the app recalculates what is still open on each booking whose payments or invoices moved, and matches payments to invoices where the booking is ready for it. The duplicate also remembers which record it was merged into.
Contacts at a business customer do not move. If the duplicate is a business with people on its Linked employees/subdivisions tab, those people stay linked to the archived record. After the merge, the kept business shows only its own contacts, and the missing ones no longer appear when you pick a contact person on a booking. The people themselves are not lost — they are still ordinary customers in the list. Link each one again from the kept business: open its Linked employees/subdivisions tab and use Existing account, as described in Add extra drivers and company contacts.
The same applies the other way round: if the duplicate was itself a contact or driver for another customer, that link stays with the archived record. Re-link the kept record from the other customer's tab.
A worked example. Jan de Vries has record 1042, created at the desk last year, with his licence, bank details and three past bookings. Last week he booked online, which created record 1107 with the same email, one booking and one invoice of €250.00, and he paid €100.00 online on that booking. You open 1042, click Other, then Merge customer, pick 1107 and click Merge, then Proceed. Afterwards 1042 holds four bookings, the €250.00 invoice and the €100.00 payment, now in his own name. Record 1107 is archived and sits on the Inactive tab. 1042 keeps its own licence and bank details; if 1107 had held the only licence scan, it would now sit on the archived record.
New bookings follow the merge. When a booking or request arrives from your website, the app's connection with other systems, or a request for proposal, and its details match the archived duplicate, it is put on the record you kept, not on the duplicate. A booking never lands on an archived customer: if the match leads nowhere, a new customer is made instead — see Handle bookings that come from other systems.
Nothing is sent to the customer. The merge sends no email and does not send any invoice again.
What to do next: open the kept record's Linked employees/subdivisions tab and re-link any contacts the duplicate had. Then check the Identification tab, because the kept record's licence is the one the app checks from now on — see Record a customer's driving licence and passport.
Q&A
Why is a payment still in the name of a customer I merged away? A merge now moves every payment in the duplicate's name. A payment that still names the duplicate comes from a merge done before this was added, in October 2026. Ask your administrator to have that earlier merge finished.
Why does a payment made by one customer now show another customer's name? If the duplicate was an extra driver on someone else's booking, the merge puts the kept record on that booking as the driver — and also renames every payment on that booking to the kept record, even payments the booking's own customer made. Check the payments on such bookings after a merge and ask your administrator to correct any that now name the wrong person.
I merged the wrong way round. Can I undo it? No. The confirmation says it cannot be undone, and there is no button that reverses it. The archived record still exists on the Inactive tab of the customer list, but its bookings, invoices and payments have moved and do not come back. Ask your administrator; in the meantime, correct the kept record's details by hand.
Why did the duplicate's licence, address or bank details not come across? They never do. Each customer keeps its own. Type them into the kept record — see Record a customer's driving licence and passport, Record a customer's address and Set a customer's payment and invoicing terms.
Why did contacts disappear from a business customer after a merge? They were on the duplicate's Linked employees/subdivisions tab and stayed with the archived record. Link them again with Existing account on the kept business's tab; see Add extra drivers and company contacts.
Why is the kept customer suddenly marked Blocked? The app ticks Blocked by itself when the customer goes over their credit limit — which the invoices and bookings that moved across can cause — or when their licence number is on the blacklist. A credit block lifts by itself once the customer is back within the limit; a blacklist block does not. See Find blocked and inactive customers, Check what a customer owes and take a payment and Blacklist a customer's driving licence.
Why is there no Merge customer button on the Other tab? Your account is not a company administrator account. Ask your administrator to do the merge.
Why is the customer I want to merge away missing from the drop-down? It is either the customer whose form you opened, or it is already archived, or it belongs to another company. Check that you opened the record you want to keep, not the duplicate.
Why can I not find a customer I know exists? It was most likely merged away. Archived customers are not on the Active tab of the customer list; look on the Inactive tab. Its bookings and invoices are on the record it was merged into.
Why do I not see the moved bookings on the kept record straight away? The form you had open does not refresh itself. Close it and open the customer again.
Related pages: Create a customer record for the duplicate-email warning that often reveals a second record, Add extra drivers and company contacts for re-linking contacts after a merge, and Screen a customer before renting for the checks that run on the kept record.