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Account merge is an admin-grade cleanup action. Review both records carefully before merging because the duplicate account is deactivated and redirected to the surviving account.

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When To Merge Accounts

Use merge when the same customer or vendor was created twice and the team needs one clean account going forward.
Accounts list with account type tabs, search, filters, and customer rows
Good merge candidates:
  • Same customer or vendor appears twice.
  • Orders, invoices, payments, communications, or addresses were split across duplicates.
  • One account should clearly become the surviving account.
  • Both records are the same account type.
  • A manager or admin has reviewed the risk.
Do not merge when the records are different legal customers, different vendors, different subsidiaries, or different account types.

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Pick Winner And Duplicate

The winner is the account that remains active. The duplicate is the account that gets merged into the winner. Choose the winner based on:
  1. Correct legal or display name.
  2. Best primary contact.
  3. Correct default billing and shipping addresses.
  4. Correct terms, pricing level, tax exemption, portal access, and credit setup.
  5. Better customer or vendor history.
  6. Which record staff already use most often.
Account overview showing primary contact, default addresses, tax and terms, credit summary, and account actions

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What Moves To The Winner

When the merge succeeds, Arcus moves operational relationships from the duplicate to the winner where the workflow should keep pointing at the active account. This can include:
  • Orders, returns, disputes, coupons, documents, tags, and account-related messages.
  • Payment methods and payment failure history.
  • Contacts and account addresses.
  • Vendor bills, vendor credits, vendor returns, products, and recurring vendor bills when merging vendors.
  • Portal access history and customer communication records.
  • Product pricing policies and vendor product relationships.
Some historical financial or audit records keep their original attribution so the audit trail remains trustworthy. Staff should treat the merge as account cleanup, not as a way to rewrite historical accounting evidence.

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What Happens To The Duplicate

After merge:
  • The duplicate account becomes inactive.
  • The duplicate account stores a redirect to the winner.
  • Opening the duplicate shows a merged-account banner.
  • Staff can follow the banner to the surviving account.
  • The merge reason and moved-record summary are recorded in activity history.
Merged accounts are not normal inactive accounts. They are inactive because another account absorbed them. Use the merged-account banner to continue work on the surviving record.

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Merge Checklist

  1. Search for both accounts.
  2. Confirm both records belong to the same real customer or vendor.
  3. Confirm both records are the same account type.
  4. Open the record that should survive.
  5. Start Merge Account.
  6. Select the duplicate account as the account to merge in.
  7. Enter a clear reason, such as “Duplicate created during onboarding.”
  8. Confirm the merge.
  9. Review the surviving account for contacts, addresses, payment methods, orders, invoices, credits, communications, and tags.
  10. Open the duplicate record if needed and confirm the redirect banner points to the winner.

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Cleanup After Merge

After a merge, review the surviving account:
  • Set the correct primary contact.
  • Confirm default billing and shipping addresses.
  • Confirm portal access and email preferences.
  • Confirm saved payment method default.
  • Review tax exemption, pricing level, terms, credit limit, and sales channel defaults.
  • Review duplicate tags or notes that may need cleanup.
  • Tell the team which account should be used going forward.

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Common Blocks

  • Merge action is missing: check whether your role can merge accounts.
  • Cannot merge across account types: customer and vendor records must be handled separately.
  • Winner was already merged: open the account it was merged into and use that active record.
  • Duplicate was already merged: follow its redirect banner instead of merging again.
  • Contacts or addresses look duplicated after merge: clean up non-primary contacts and defaults on the surviving account.
  • Wrong account was chosen as winner: stop and escalate. Do not try to chain multiple cleanup actions without reviewing activity history.

Account Management

Create and maintain customer, vendor, and lead accounts.

Contacts and Addresses

Clean up contacts, default billing and shipping addresses, pickup addresses, and bad address data.

Payment Methods

Review saved cards, bank accounts, defaults, removals, and payment health issues.

Email Log and Account Communications

Review sent emails, resend safely, and manage account-level communication preferences.