Hi All,
We are trying to merge two accounts that *should* merge just fine (have gone through the checklist of things that could cause merges to not work), but for some reason it isn't working. When we try to merge them, everything looks as though it worked and no error messages pop up, but then we go back and check and they are still separate accounts. Has anyone encountered this issue or have any ideas of other things we can try?
Thanks,
Chelsea
Do you have an Attribute on one of the accounts that is a Void Merge Attribute? Many orgs place these on records for major donors to keep their records from being mistakenly merged, but sometimes the people doing the merging doesn't know the Attribute exists. You can remove the Attribute, merge the records and then add the Attribute back the next day if that is what is indeed voiding your merges.
To riff off Nicole...if you are using TNEW Guest Checkout, look for the guest checkout attribute. This is from help regarding guest checkout:
If there is an attempt to merge into an existing guest record (containing the guest attribute), an error will occur and the merge process will not continue. The TNEW Guest Checkout attribute prevents the constituent record from being a "keep" record during a merge.
Also...you can try running the Duplicate Merge Report and look for failed merges from the day the merge was supposed to happen. You should see why the merge failed to happen.
A primary reason I've seen for a merge to fail is a "transcation" happened on one of the accounts.
If you've looked for all these things AND run the Duplicate Merge Report and found no reason for the merge to fail, I would suggest opening an Support ticket.
- Chris
Thanks Chris- that might be the problem! It does look like the accounts we are having issues with have the TNEW Guest attribute. We'll try looking at that!
-Chelsea
Though it's strange that no error messages occur in your Duplicate Merge report. All the suggested have error messages in our weekly scheduled Duplicate log.
I thought I'd butt in with a quick warning that merging accounts that both have the Guest Checkout attribute has resulted in some real problems for us - specifically that the patron's email then triggers an error message every time they return to TNEW. We are in the process of figuring out how we can make this work without breaking logins for the patrons, but right now our system is chock full of patrons who use a different email address every time they check out so they end up with 2 or more accounts, all of which were created using Guest Checkout, so there's really no way to merge them.
Back when i was at STC accounts with existing login were unable to be merged. We'd either have to shift the login by hand or delete it if no longer relevant. Of course that was back in v11 when you could type the password in. Now you can shift it by giving them a temp login but that's still a little frustrating as a customer experience