Duplicate customer accounts can exist for various reasons.

  • Example: Different family members may have created separate accounts over time.
  • Example: One pharmacy account could be created manually when the customer calls in a prescription, and the second pharmacy account could be created by Paladin Point of Sale when the prescription is scanned and the pharmacy system provides a rewards number.

You can combine these duplicate accounts into a single customer account.  To merge accounts, you choose a primary account, and then search for and select duplicate accounts. After the merge, the primary account is retained, and the designated duplicate accounts are deleted.

Customer merge process

Only the following information from the duplicate accounts will be merged into the primary account.

Information that is merged After the merge
Account transaction history The primary account will contain a combined transaction history of the merged accounts.
Account balances.

The primary account balance will be a sum of the balances of the merged accounts.

Example: If the original primary account balance is $5.25 and the duplicate account balance is $2.75, the new combined account balance will be $8.00.

Rewards and other Alternate Customer IDs The primary account will contain all the Rewards and other Customer IDs from the primary and duplicate accounts.


  • If you want to keep duplicate account information that will not be merged, you must add it to the primary account before you start the merge.
  • A merge of customer accounts cannot be undone.
  • Before you merge any customer accounts, back up your database
  • Perform this task while the store is closed and while no other changes are being made in Paladin Point of Sale.

How to merge duplicate accounts

  1. Open Paladin Point of Sale.
  2. Sign in with an account that has administrator privileges.
  3. On the top ribbon, click Customers.
  4. Search for and display the customer account that will be the primary account.
  5. With the primary account appears, press Ctrl+M to display a Customer Merge window.
  6. If prompted, enter your admin password.
  7. Use one of the following search options to find and display duplicate accounts:
    How to search with Find Matches By Examples

    This search will find accounts with values that exactly match in all of the selected fields. Therefore, as you select more field values, fewer matches are likely.

    a.    Select the Find Matches By checkbox.

    b.    Select any of the following account values:

    • Name
    • Contact Address
    • Delivery Address
    • Phone
    • Rewards Number

    c.     Click Search.

    If only the Name field is selected, accounts that exactly match the primary account Name value are returned.

    If both Name and Phone fields are selected, a match occurs when accounts have the exact same Name and Phone values.

    If the primary account has Name and Phone value, and second account has the same Name, but the Phone field is blank, these accounts are not considered a match and the second account will not be displayed.

    If you are not getting the results that you expect, select fewer options.  To deselect any option, click its checkbox to clear it. The list of matches can include both active and inactive (deleted) accounts.

    How to search with Advanced Lookup Examples

    This search will find customer accounts with the search term and the account that you select.  It is independent of the primary account and does not try to match primary account values. Therefore, the primary account may appear in the list of results.

    a.     Select the Adv Lookup check box, and then select one of the following search options for the duplicate account:

    • Name
    • Account Number
    • Address
    • Phone
    • Rewards Number

    b.     Optional:  To exclude inactive customer accounts from the search, select the Exclude Inactive checkbox, and then select the options that you want to exclude.

    c.     Click Search.

    If you search by Name, and the customer’s name was John Doe, enter John Doe in the Adv Lookup text box.

    If the primary account name is John Smith, you may want to search for accounts that have “Smith” in the Name field to find other family members.


  8. In the search results, for every account that you want to merge, select the Merge check box.Customer merge select accounts to merge
    • Note:  If the primary account appears in the search results, do not select it.
  9. When you are ready to start merging, click Merge.
  10. In the Database Merge window, if you are certain that you have a backup of your Paladin Point of Sale database, click Yes. Otherwise, click No to stop the customer merge process.
  11. For each account that you want to merge, the Merge Success window will appear.  In each window, click OK.
    • Note: If the primary account appears in the search results, the Merge Error window will appear.  Click OK to proceed with the merge.

      Customer Merge-Can't merge account with itself error

  12. Restart Paladin Point of Sale.  The primary account will appear in the Customer module with merged transaction data from both accounts.

If you have questions or suggestions about this information, contact support@paladinpos.com.

*Content is subject to change. For the most recent version, visit the Help Portal.
Printed on: 1/24/22