CRM
Merge duplicate customers
Combine two or more records for the same customer into one, so their bookings, packages, vouchers and payments sit on a single profile.
Overview
Use Combine records when the same person has ended up in Bookit more than once, for example after an import, or because one record was saved with their old phone number. You pick one record to keep as the main record, and Bookit moves everything from the others onto it, then deletes the others. You do this from the customer list under Customers.
Combine duplicate records into one
In this example, Pamela has two records: one with her phone number and one with only her email.
- Go to Customers and open the customer list.
- Search for the customer, then select every record that belongs to them. You can select between 2 and 10 records.
- Select the … button, then Combine records.
- Under Select main record, choose the record to keep, for example the one with Pamela's phone number.
- Under Confirm main record details, check the Name, Phone number and Email. Change them if the main record should use details from another record.
- Select Combine records. Bookit shows Combining customer records... while it works, then confirms when it is done.
What moves to the main record
| Data | What happens |
|---|---|
| Bookings | Move to the main record's booking history. |
| Packages and credits | Move to the main record. |
| Vouchers | Move to the main record. |
| Customer notes | Move to the main record. |
| Customer history, such as package redemptions | Moves to the main record. |
| Payments | Point to the main record, so they show in its payment history. |
| Balance, credit and reward points | Added together. If one record has a balance of RM -50 and the other RM 100, the main record ends with RM 50. |
| Total spent | Added together. |
What does not move
- Other details on the records you remove, such as birthday, gender, reference, address and custom fields. Only the main record's details are kept, apart from the name, phone number and email you confirm in step 5. Copy anything you need onto the main record before you combine.
- Tags on the records you remove. The main record keeps its own tags. Add any missing tags to it afterwards.
- Appointments already on your calendar. They keep the customer name they were booked under. The bookings themselves appear in the main record's booking history.
How it's calculated
Money and points on every selected record are added together, not compared. Check the totals before you combine.
| Record | Balance | Reward points |
|---|---|---|
| Pamela (phone) — main record | RM 100.00 | 120 |
| Pamela (email) | RM -50.00 | 30 |
| After combining | RM 100.00 + RM -50.00 = RM 50.00 | 120 + 30 = 150 |
If the same money was recorded on both records, for example because an import ran twice, adding them together counts it twice. Correct the balance on one record before you combine.
FAQs
Why is Combine records greyed out?
Select at least 2 and no more than 10 records first. If you do not see it at all, you need permission to edit customers.
Can I merge more than 10 records for one customer?
Do it in rounds. Combine up to 10 records, then select the main record together with the remaining ones and combine again.
Does Bookit find duplicates for me?
No. Search the customer list by name, phone number or email, and select the records you want to combine.
Can I get a deleted record back after combining?
No. Combining cannot be undone, and the records you did not keep are deleted.
Last updated 3 October 2026