Combine duplicate customer accounts in CommentSold to merge customer records, order history, account credit, credit history, and other customer information into a single account. Duplicate accounts can occur when customers create accounts using different login methods, such as email, Facebook, or Instagram.
You can identify and combine duplicate accounts from the Customers page, while customers can also merge accounts through a verification link sent to their email. Combining duplicate accounts helps maintain accurate customer records and provides a complete view of customer activity.
While you may notice a decrease in the number of customer accounts as you and/or customers merge duplicate accounts, CommentSold will always preserve the Create Date for the customer's oldest existing account. This ensures that you can continue seeing which accounts are your longest-standing accounts.
| Important: When combining a Shopify/MSM customer account with a CommentSold account, you must merge the Shopify account into the CommentSold account. The reverse process is not supported. |
Use the table of contents below to navigate to specific sections of this article:
- What Information Is Merged
- Why Combine Duplicate Customer Accounts
- Combine Duplicate Customer Accounts
- How Customers Can Combine Duplicate Accounts
- FAQs
What Information Is Merged?
When duplicate accounts are combined, CommentSold merges:
- Orders and order history
- Account credit
- Credit history
- Waitlist information
- Rewards and payment information, where applicable
Why Combine Duplicate Customer Accounts?
- Merge customer order history to better recommend products via Secondary Offers and Mystery Items.
- Keep your customer listing accurate and up-to-date.
- Better assess average order value (AOV) across your customer base.
| Before you merge: Review the accounts carefully before selecting Combine Selected Accounts. Account merging consolidates customer information into a single record, so make sure the accounts belong to the same customer. |
Combine Duplicate Customer Accounts
Retailers can combine duplicate customer records on the Customers page.
- Select Customers in the side menu of your CommentSold dashboard.
- Select Combine Multiple Accounts at the top of the page.
- Review the list of duplicate accounts. These accounts share identical contact information, suggesting they are the same customer.
- Select the checkbox to the left of the accounts you wish to combine, then select Combine Selected Accounts.
- Select Customers in the side menu of your CommentSold dashboard.
- Select Combine Multiple Accounts at the top of the page.
- Find the customer’s name on the customer tab and click the three dots next to the account.
- Select the Combine Account option from the drop-down.
- In the search box enter the customer’s name, phone number, or mailing address. This will pull up all accounts associated with this customer, even if they have a different email address.
- Select Combine next to the account you want to merge into the Main Account.
You’ll see a confirmation at the top of the customer tab when it is successful.
| Note: Duplicate accounts created via TikTok cannot be combined with other customer accounts. |
A note on combining accounts created through Shopify
You can combine CommentSold customer accounts with accounts created via the Shopify/MSM integration. However, you must merge the Shopify account into the CommentSold account. It does not work the other way around.
You can identify accounts created via Shopify by the Gear Icon next to the name in the Customers tab.
How Customers Can Combine Duplicate Accounts
When CommentSold detects duplicate accounts, customers will see a message at the top of their account page. This message will prompt them to request an email link that will combine the duplicate accounts.
Similarly, suppose a shopper is not logged into their account and checks out using the email associated with their account. In that case, CommentSold will prompt them to merge their account information by sending a link to their email.
Once they enter their email and select Send Me a Link, the shopper will get an email that allows them to verify and combine their accounts. After selecting the Verify My Account button in the email, they'll be redirected to their account page where they'll be notified that the merge was successful.
Whichever account they were logged into when they initiated the merge will be the remaining account. All their payment data, order history, waitlist status, and rewards from the duplicate accounts will be combined into this single record.
Absolutely. For this article, I’d suggest FAQs that target actual customer/admin questions, especially questions someone might ask an AI assistant or search engine when trying to merge duplicate CommentSold accounts.
FAQs
How do I combine duplicate customer accounts in CommentSold?
You can combine duplicate customer accounts from the Customers page in your CommentSold dashboard. Select Combine Multiple Accounts, choose the duplicate accounts you want to merge, and select Combine Selected Accounts.
Why does CommentSold flag a customer account as a duplicate?
CommentSold may flag an account as a duplicate when it shares identical customer information, such as an email address or shipping address, with another account. This can happen when a customer creates an account using email and later signs in with Facebook or Instagram using the same email address.
What information is combined when I merge duplicate customer accounts?
Combining duplicate accounts merges customer information including:
- Orders and order history
- Account credit
- Credit history
- Waitlist information
- Rewards and payment data, where applicable
Can customers merge their own duplicate CommentSold accounts?
Yes. When CommentSold detects duplicate accounts, customers can request an email verification link to combine their accounts. After verifying their account through the email, the duplicate account information is merged into the account they initiated the merge from.
Can I combine customer accounts with different email addresses?
Yes. CommentSold can identify duplicate customer records even when the accounts have different email addresses. Retailers can select the duplicate accounts from Combine Multiple Accounts and merge them.
What happens to the customer’s account creation date after merging accounts?
CommentSold preserves the Create Date of the customer's oldest existing account. This allows you to continue identifying how long the customer has been associated with your shop.
Can I merge a Shopify customer account with a CommentSold customer account?
Yes. You can combine a Shopify/MSM customer account with a CommentSold customer account, but the Shopify account must be merged into the CommentSold account. The reverse process is not supported.
How can I identify a Shopify customer account?
In the Customers tab, accounts created through the Shopify/MSM integration are identified by a Gear icon next to the customer's name.
What happens to orders and account credit when duplicate accounts are merged?
The customer's orders, order history, account credit, and credit history are combined into the remaining customer account.
Can merging customer accounts improve customer reporting?
Yes. Combining duplicate accounts keeps your customer records more accurate and can provide a more complete view of customer activity, including order history and average order value (AOV).
Why should I merge duplicate customer accounts?
Merging duplicate accounts helps maintain accurate customer records, consolidate order and credit history, and improve customer-level reporting. It can also provide more complete data for features such as Secondary Offers and Mystery Items.
What account remains after a customer merges their own accounts?
The account the customer was logged into when they initiated the merge remains as the primary account. Information from the duplicate account is combined into that account.
What happens when a customer checks out with an email associated with another account?
If the shopper is not logged in and checks out using an email associated with an existing account, CommentSold may prompt them to merge their account information. The customer can request a verification link by email and use it to complete the merge.