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Merging customers

Last updated 2026-05-15

Two records for the same customer is the most common form of data drift in Rundoo — someone rang up a contractor under "Joe's Painting" and again under "Joe Painting LLC" the next week, or a job got created instead of a customer. Merging customer accounts combines the two records into one and pulls all the sales history, balance, and notes into the surviving record.

You can't merge customers yourself — Rundoo Support does it

The merge action isn't exposed in the app; it's an irreversible data operation handled by the Rundoo team. You send us the two customer IDs, we run the merge.

⚠️

This can't be undone. Double-check the IDs before sending. Once two customer records are merged, there's no way to pull them apart — the historical sales, balances, and notes are now one record.

How to request a merge

  1. Find the Customer IDs for both records. The ID is in a blue chip next to each customer's name on their detail page — a short identifier like JOE-001, 12345, or whatever your numbering convention uses.

  2. Decide which customer to keep. The kept record's name, contact info, pricing tier, and balance survive the merge. The other record's history (sales, payments, notes) folds into the kept record, then the other record is deactivated.

  3. Message Rundoo Support. Email support@getrundoo.com or use the Intercom chat. Write the request in this exact format:

    CustomerID1 into CustomerID2

where CustomerID2 is the customer that will remain after the merge.

  1. Wait for confirmation. Support runs the merge and replies when it's complete. The losing record will be deactivated and stop appearing in customer search.

What survives the merge

  • Sales history — every transaction on the losing record attaches to the kept record.

  • Open balance / charge-account balance — combined and applied to the kept record.

  • Bill payments — history preserved.

  • Tags — union of both records' tags applies to the kept record.

What you choose for the kept record

Name, contact info, pricing tier, financing terms, addresses, and notes from the kept record stay as-is. The losing record's name and contact info don't overwrite them. If the losing record had the better data, update the kept record's fields manually before requesting the merge — it's cleaner than asking Support to swap fields after the fact.

When to merge vs. deactivate

  • Merge when both records have history (sales, payments) that should consolidate.

  • Deactivate the duplicate (and keep the original) when one record is empty — created by accident, no transactions on it. Open the empty record and click Deactivate in the top-right action cluster. See Can I delete, void, or deactivate this? for what's deactivatable.