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Duplicate customer records happen. Someone places an order by phone, then orders online with a different email, and you’ve got two profiles for the same person. Merging combines them into one record so order history, loyalty, and credit all sit against a single customer.

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When to merge

  • The same customer has two profiles with different contact details.
  • Two records have similar names but different spellings (Mr Smith vs Mr. Smith).
  • A phone order created a guest record that should have been linked to an existing customer.
If you’re unsure, search for the customer to see all matching records before deciding.

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How merging works

1

Open the Customers page

Go to Customers in the dashboard.
2

Open the Options menu

Click Options in the page header, then choose Merge Customers.
3

Pick the keeper

Under Select Customer (This will be the one that will be kept), search for the profile you want to keep. This is usually the one with the more accurate contact details or the longer order history.
4

Pick the duplicate

Under Select Target Customer (This will be the one that will be deleted), search for the duplicate record.
5

Confirm

Click Create. The duplicate’s orders, transactions, and related records move to the keeper; the duplicate record is then deleted.
Merging is not reversible through the dashboard. If you merge the wrong records, get in touch with support as soon as possible — the sooner we know, the more likely we are to be able to help.

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What gets moved

The following records are reassigned from the duplicate to the keeper:
  • Orders and transactions — all order and payment history attaches to the keeper, so invoices and statements generated afterwards reflect the combined history.
  • Addresses and contacts — every address and contact on the duplicate is moved across. You may end up with duplicates of these on the keeper; tidy them up afterwards if needed.
  • Credit transactions — the credit ledger from the duplicate moves to the keeper, so the keeper’s balance reflects the combined history.
  • Loyalty account and events — loyalty history from the duplicate is reassigned to the keeper.
  • Account billing relationships — if either record was part of an account billing setup, the relationship is reassigned to the keeper. See Account billing.
  • Gift cards, draft orders, events, tasks, repeat orders, notification logs, and marketing reminders.
The duplicate record (including its name, email, phone numbers, and any notes stored directly on the customer) is then deleted.

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Common questions

No — self-merges are blocked.
The keeper’s marketing preferences win. If the duplicate had unsubscribed and the keeper hadn’t, you’ll need to re-confirm the customer’s preference if you want to keep them on the list.
Search by phone number on the Customers page — duplicates often share the same phone but different emails. When you create a new customer, Digital Florists also surfaces a banner if it spots existing records with matching details.

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What’s next?

Customers

The customer record overview.

Customer Delete

GDPR right-to-be-forgotten flow.
Last modified on June 2, 2026