In this article, you will learn how to manage and merge customer records that have memberships and/or benefit products associated with different email addresses but are the same customer. We'll also cover how to change the email address for a customer who has a Benefit Product.
This article will cover the following areas:
- Merging customer records which both have Memberships (online accounts)
- Merging customer records which both have Benefit Products
- Changing the email address of a customer who has a Benefit Product
If you only need to merge standard Customer Records then you can follow our guide on merging duplicate customer records.
Ticketsolve Tip
Membership (online account)
- When a customer is a Member it means that the customer can login to their account, view past purchases, and have their name and address details saved for future orders (no payment information is ever saved).
- An email address can be linked to only one Membership.
Benefit (Friends, Patron, Supporter etc. scheme)
- When a customer has a Benefit it means they have been sold or given a Benefit Product and it has been linked to their account. Benefit Products are used for any Friend/Patron/Supporter schemes that you have.
- A customer must have a Membership (online account) in order to be sold a Benefit Product.
Merge customers who have multiple Memberships (but no Benefit Products)
Within Ticketsolve, your customers can have a Membership (online account with username and password). Unless your venue makes it a requirement, customers don't have to have a membership to make purchases, but they will have a customer record. In some cases, customers may end up with several memberships (online accounts) linked to different email addresses, which you may need to merge into one with their current email address.
Remove Membership
Go to Customers > Search Customers.
1. Enter the customer name in the Search customers box.
2. Find the customer account with the email address you don't want to keep and click on the customer name.
3. Click the View Customer button (by the Additional Options icon - 3 dots).
4. Click on the Membership tab.
5. In the sub-menu, click the Remove membership icon.
Important
Once you confirm the deletion you cannot revert back. Clicking the Delete button will completely remove customer access to current and future benefits, rewards and redemptions. This will also remove customer access to logging in online and is not reversible. Be sure you are deleting the membership from the correct record before confirming.
Now, return to Customers > Search Customers.
6. Find the Customer record you want to keep and open it.
7. Click the Contact info tab and copy the email address from the record you are keeping.
8. Paste the email address into the Customer info tab of the record you are not keeping.
9. Click Update Customer.
Both records should now have the same email address - the valid email address of the record being kept. Now you are ready to merge the customer records.
Merge customer records
Go to Customers > Merge Customers.
1. In the dropdown menu, select Search by . . .
2. In the search bar, enter the email address (or other search term such as name) and click the Search button.
You will now see a list of customer records you can merge.
3. Click on the arrow beside the name to see the list of customers.
4. To remove any unwanted customers from the list, tick the box next to the name(s) you want to remove and click the Remove {n} customers from merge list icon.
5. Tick the box to the left of the customer names to be merged (you have to select a minimum of two).
6. Click the circle to the far right of the customer record you want to merge into (this is the record you want to keep; be sure it is the customer record with the active, retained membership - you'll know which one it is because you will see the correct email address under the 'Member Login' heading). You will only be able to select one record to merge into.
7. Click the Merge Customers button to finish.
The merge is now complete. The customer's account that was kept will have an active, live Membership, and the password will be associated with the email address that was retained; the customer should not need to reset their password.
If you click into the Membership tab of the customer record you will see that the customer now has an Active Membership.
Merge customers who have multiple Benefit Products
Reassign Benefits
To begin, find the Customer Records you want to merge.
Go to Customers > Search Customers.
1. Enter the customer name in the Search customers box.
2. Find the customer account with the correct email address you want to keep and click on the customer name.
3. Click the View Customer button (by the Additional Options icon - 3 dots).
4. Click on the Membership tab.
5. Set the Active? (Benefit) toggle to inactive (greyed out). We will reactivate this soon, don't worry! This is because Benefits cannot be reassigned to an account that already has an Active Benefit, and we need to move all the Benefits under the one customer account we are keeping.
6. Click on the Contact info tab and copy the email address (this is the email that you want to keep).
7. Now, return to Customers > Search Customers.
8. Find the Customer record you do not want to keep and open it.
9. Click on the Membership tab.
10. Click the Additional options icon (3 dots) and select Re-assign to. . .
10. Paste in the email address of the account you are keeping and click Re-assign to finish. This will send this Benefit to the account we are keeping, allowing us to now remove membership on the account we don't want anymore.
11. Repeat this process as required. If you need to reassign multiple Benefits, you will need to go into the customer record you are keeping and deactivate the active Benefit (temporarily) each time.
12. When complete, go into the customer record you are keeping and activate the correct (i.e. most recent) Benefit on the account again.
13. If you return to the Search Customers tab and find the records you want to merge again, you will see the only customer record with an active Benefit is the one you are keeping.
Remove Membership
1. In the Customer Record you do not want to keep, click on the Membership tab.
2. In the sub-menu, click the Remove membership icon. As long as you've reassigned all Benefits from this account to the one you are keeping, you will be able to remove the membership here.
3. If you return to the Search Customers tab again and find the records you want to merge again, you will see the only customer record with an active Benefit and a Membership is the one you are keeping.
Now you are ready to merge the customer records.
Merge customer records
Go to Customers > Merge Customers.
1. In the dropdown menu, select Search by . . .
2. In the search bar, enter the search term (name, email etc.) and click the Search button.
You will now see a list of customer records you can merge.
3. Click on the arrow beside the name to see the list of customers.
4. To remove any unwanted customers from the list, tick the box next to the name(s) you want to remove and click the Remove {n} customers from merge list icon.
5. Tick the box to the left of the customer names to be merged (you have to select a minimum of two).
6. Click the circle to the far right of the customer record you want to merge into (this is the record you want to keep; be sure it is the customer record with the active, retained membership). You will only be able to select one record to merge into.
7. Click the Merge Customers button to finish.
The merge is now complete. The customer's account password will be associated with the email address and account that was retained; the customer should not need to reset their password.
If you click into the Membership tab of the customer record you will see that the customer now has one Active Benefit and another one (that you just merged) which is Inactive.
How to change the email address of a Benefit Product holder
If the email address the Benefit Holder wants to change to is not linked to a Customer Record with a Membership already, you can just update the email address on the Customer Record like normal.
Go to Customers > Search Customers.
1. Search the customer name.
2. Click View customer.
3. Click Contact info tab and change the email address.
The customer can now use the updated email address and will not need to reset their password.
If the email address you want to use already has a Customer Record with Membership:
You may need to change the email address of a Benefit Product holder, but the email address is already being used on an existing Customer Record which has a Membership. In this case:
1. In the customer record with the email address you want to use (with the Membership but no Benefit Product) go into the Membership tab and click the Remove membership icon.
2. Go into the Contact info tab and copy the email address.
2. In the customer record with the Membership and Benefit Product, go into the Contact info tab and update the email to the one you wish to use (that you have just copied).
3. Merge the customer Records ensuring you merge into the customer record with the Membership and Benefit.
The customer can now use the updated email address and will not need to reset their password.
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