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
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