I need to change or merge a customer's record

Before you start

• Your sign-in for the portal.
• For a merge: the two rows for the same person on your customer list. Check their phone numbers or emails first. Two different people can share a name. Possible duplicates on the list can find likely pairs for you.
• Only the business owner can undo a merge.
• Points show on a record only while loyalty points are switched on.

Steps

Step 1: open the record

1. Open Customers, then choose Customers in the list of parts beside the page (on a phone it is the menu at the top). You should see Your customers.
2. Type in Search everyone to find the person by name, number, email or tag.
3. Press Open on their row. A panel opens on the right with their name at the top. On a phone it fills the screen.

Step 2: change it and add notes

1. Change Name, Phone, Email, Tags or Address.
2. Put anything you want to remember in General notes. Put how to get in, such as a gate code or where to park, in Getting in at the top. Getting in shows on every job at that address.
3. Press Save. You should see a message that starts Saved.
4. Press Close, the × button or Escape when you are done. If you typed something and did not save it, you are asked Keep editing or Discard.

Step 3: see their history

Everything is near the top of the record, above their details, and starts open. It is one dated list of what happened with them: bookings, cancellations, calls, chats and, when you use them, orders, invoices, estimates and payments. This month is listed day by day, earlier months month by month. Press a booking to see it on your calendar, or an order to see it under Orders. Press Show older for earlier ones. With nothing yet, it says Nothing has happened with them yet.

Under the notes, the record also has parts you can open or shut:

• Their bookings: each visit with its day, service and how it was booked. With none yet, it says No bookings yet. and offers Book them in.
• Cancellations: only when they have called off a visit, with the reason if one was given.
• Their calls: calls from their number, with a short summary.
• Their chats: only when they booked over your web chat.

Step 4: check or correct their points

1. Near the top, under Loyalty points, you see their Points, and how many more take a reward off.
2. Press See history to read each change. Press Show older for earlier ones.
3. To fix a mistake, press Add points or Take off points. Type the number under Points and the reason under Why, then press the same button again to confirm. Press Cancel to leave without a change.
4. Never add points for a review or feedback. It breaks Google's rules and the FTC's.

Step 5: find likely duplicates

1. On your customer list, press Possible duplicates under the count of customers. It shows once you have at least two.
2. Read the pairs. Each one shows both names with their phone and email, and why they may be one person, such as Same phone number, written two ways. Nothing changes unless you merge. With none, it says No likely duplicates found.
3. Press Merge… on a pair to open the merge for those two, then carry on from Make these two records one in step 6 below.
4. Or press Not the same person. Your browser asks Stop suggesting these two? Press OK. You should see Kept apart: with both names, and that pair is not suggested again.
5. Press Close when you are done.

Step 6: merge two records for the same person

1. Close the record if one is open, so you are back on the customer list.
2. Tick Pick for merge on the two rows. The bar above the list says 2 picked with their names, and tells you whether they share a phone number or an email.
3. Press Merge these two…. It is switched off until exactly two are picked. Press Clear to start again.
4. In Make these two records one, choose the record to keep. The other one is deleted, and its bookings move onto the one you keep. Its phone number and email stay with the kept record, so calls and bookings from either one still find this person.
5. Read What the one record will hold. Each line says Kept, Filled in, Other one lost, Other one → notes, Both kept or Still empty. If values will be lost, it says how many. Choose the other record to keep if that is the wrong way round.
6. If the two share no phone number and no email, tick the box that starts I have checked these are the same person.
7. Press the button that starts Merge and delete, followed by the other record's name. Press Cancel instead to change nothing. After the merge, the list says Merged into the name you kept, with Undo after it.
8. Open the kept record. Near the top, Also reached on lists the other record's phone numbers and emails. To stop one of them finding this person, press Remove beside it. Your browser asks Remove that number or email from this record? Press OK, and you should see Removed with it.

Step 7: undo a merge

1. Press Undo after the message the list shows straight after the merge. Later, open the record you kept instead: near the top it says Merged with, the other name and the day, then Undo. Press Undo.
2. Your browser asks Undo the merge with that name. Press OK. The other person comes back as their own record, with the bookings and history that were theirs.
3. You should see Undone. followed by their name. If it can't be undone, you see Nothing was undone. and the reason.

You can undo a merge for 30 days. After that it is final, and Undo no longer shows. Anything added to the kept record since the merge stays on it, and so does any detail you changed on it since. If you delete the kept record, the merge can't be undone any more.

To delete a customer

Press Delete on their record and confirm. Their past bookings stay on the calendar, with the name and phone number that were on each booking. The record goes, and with it their notes, loyalty points, feedback answers and saved chat transcripts. This can't be undone, and it is not a full erase of everything about that person. Deleting a customer also deletes the copy kept so a merge into them could be undone.

It worked when

After a save, the record says Saved under the buttons. After a merge, the list says Merged into the name you kept, and the person is one row with all their bookings under Their bookings. After an undo, you see Undone. and both people are on the list again, each with their own bookings.

Related help

• I need to book a customer in myself
• Set up loyalty points and tell customers the rules
• Read the private feedback customers send me
• All help pages