Merging customers

Merging customers in ChartMogul combines duplicate customer records into one, so your metrics and reporting stay accurate. Duplicate records often appear when the same customer exists across multiple sources — for example, when you switch billing systems. You can merge customers manually in-app, in bulk via automations, or programmatically via the API. A merged record can contain up to 200 source records.

Learn about other ways you can correct data in ChartMogul:

• Cleaning data imported from a billing system
• Editing MRR data
• Excluding customers from being reimported
• Adding subscriptions manually

Here’s what we cover in this article:

• How it works
• Merging customers manually
• Unmerging customers manually

Before You Begin

• Familiarize yourself with your sources and the methods you use to import customers.
• Review the sections of a customer record.

How Merging Customers Works

There are specific scenarios when ChartMogul automatically merges customer records: adding contacts and adding manual subscriptions.

When two customer records are merged, the secondary record (the duplicate you're merging away from) is merged into the primary record (the record you're keeping). Typically, the secondary record has fewer details or is the older record, and the primary record has more up-to-date details or is the one connected to your current billing system. After merging, ChartMogul combines data from both customers into the primary customer record.

The merged customer record in ChartMogul:

• Has the owner, lead status, company name, website, email address, location, lead and trial dates and UUID of the primary customer. ChartMogul permanently overwrites the secondary customer record with this data from the primary record.
• Includes external IDs, tags, opportunities, tasks, emails, call logs, and notes from both records. 
• Combines and orders subscriptions, MRR movements, and transactions by date.
• Keeps the primary customer’s values for any custom attributes shared by both records. ChartMogul permanently deletes the secondary customer’s values for those attributes.
• Is visible as one record in ChartMogul, with all sources involved in the merge listed on the customer’s profile under Details > Sources.

Merging customers manually

First, identify the two records you want to merge:

• Secondary record — the duplicate you're merging from
• Primary record — the record you're merging into (this one is kept)

Then follow these steps to merge them in-app:

1. Navigate to the secondary customer record that you want to merge from.

2. Click the dots next to the customer name and choose Merge.

3. Within Merge Customers, select a Target customer from the drop-down.

4. Once you’ve selected the customer to merge into, click NEXT.
5. Click MERGE to confirm.

ChartMogul merges the records and rebuilds the MRR movements table. You’ll receive a notification when the merge is complete.

Unmerging customers manually

You can unmerge any customers you've previously merged.

When unmerging customers, you must choose which of the merged customers will be extracted into a new customer record and receive a new customer UUID (a unique identifier ChartMogul assigns to each customer).

You get to decide whether to keep notes, call logs, tasks, and opportunities on the existing customer record or move them to the newly created one.

After unmerging, both customers share the same owner, lead status, company name, website, email address, location, lead date, and trial date. ChartMogul overwrote this data on the secondary record during the merge, so the secondary customer's original details are no longer available. To update them, edit the customer details by clicking the :edit~gray: Edit icon.

ChartMogul moves custom attributes and tags to the customer they were added to before merging (unless they were overwritten during the merge). Custom attributes and tags added after the merge stay with the primary customer (the customer that was merged into).

To unmerge customers:

1. Navigate to the merged customer record.

2. Click the dots next to the customer name and choose Unmerge.

3. Click UNMERGE next to the customer you want to extract into a new customer record.

4. Decide whether to move notes, call logs, tasks, and opportunities to the newly created customer record or keep them on the existing one. Click UNMERGE.

What to Do After Merging Customers

After merging customers, you may need to connect subscriptions. Learn more about MRR data editing.