Customer Merge is built for dispensaries that maintain ongoing customer relationships through Flowhub's native loyalty program. When the same customer ends up with more than one profile (often from a typo at intake, an updated ID, or an inconsistency between visits), their loyalty points, purchase history, and contact details can get scattered across records. Merging consolidates everything into one primary profile, so your team sees the full picture at the register and customers don't lose progress on their rewards. Flowhub looks for likely duplicates automatically and surfaces them for your team to review, but every merge is initiated and confirmed by a person with the right permission, and once a merge is completed it cannot be reversed.
Note: Customer Merge is only available to dispensaries using Flowhub's native loyalty program. This feature does not support third-party loyalty integrations.
Understand When to Use Customer Merge
Customer Merge is designed to help you maintain a clean and reliable customer database. Use this feature when you notice duplicate profiles or when customer data needs to be unified.
Customer Merge helps you:
Ensure accurate loyalty tracking by combining points from multiple profiles
Centralize purchase history for better customer insights
Speed up checkout by removing duplicate records
Reduce system clutter and maintain cleaner data
Improve customer trust by ensuring rewards are earned and redeemed correctly
Maintain compliance with a full audit trail of merge activity
Common scenarios for using Customer Merge:
A Duplicate Customers banner displays on the Customers page
A customer reports missing loyalty points or purchase history
Multiple profiles exist with slight variations (misspellings or incomplete details)
You’re performing routine customer database cleanup
Learn How Flowhub Identifies Duplicate Customers
Flowhub automatically flags potential duplicates when all three of the following data points match across profiles:
First Name
Last name
State
Date of birth (DOB)
When these criteria align, a duplicate suggestion will display for review. Duplicate detection runs automatically on a regular basis, so new matches will continue to surface as your customer list grows.
💡 Tip: Profiles with typos in the name or a missing state ID will not be flagged automatically. Review your customer list periodically for matches that fall outside the detection criteria.
Confirm Prerequisites Before Merging
Before using Customer Merge, make sure the following requirements are met:
Your dispensary uses Flowhub’s native loyalty program
Your user role includes the Merge Duplicate Customer Profiles permission
No third-party loyalty integration is active
Set Up Customer Merge Permissions
Navigate to Employees → Roles.
Open the Role you would like access to be able to perform this action
Scroll down to the Customers Section of the Role
Enable Merge Duplicate Customer Profiles.
Select Save.
💡 Tip: Only users with this permission can initiate a customer merge.
Access Customer Merge
Method 1: From a Duplicate Notification
Navigate to Customers.
Locate the Duplicate Customers banner at the top of the page.
Select View Suggested Duplicates.
Method 2: From Direct Navigation
Navigate to Customers → Duplicate Cleanup.
Review the list of suggested duplicate customer records.
Merge Duplicate Customer Profiles
Review Duplicate Suggestions
From the Duplicate Cleanup page, review the list of potential duplicates, including:
Number of duplicate profiles
Customer's last name
Matched criteria (last name, state, DOB)
Select Profiles to Merge
Select a customer row to open the side panel.
Review the details of each profile.
Select the profiles you want to merge.
Choose a Primary Profile
Select one primary profile.
The primary profile takes precedence if conflicting data exists.
Preview and Confirm
Review the merge preview, which shows the unified customer record.
Confirm the information is accurate.
Select Create Merged Profile to finish.
💡 Important: Merging customer profiles is permanent and cannot be undone. Review the preview carefully before you confirm.
Understand What Information Is Merged
After merging, the primary profile includes:
Combined loyalty points
Full purchase history from all merged profiles
Customer details from the primary profile (used when conflicts occur)
Track Customer Merge Activity
All merge actions are logged for transparency and compliance:
Viewable in the Customer Activities log
Displays who performed the merge
Includes a timestamp
Lists which profiles were combined
Follow Best Practices for Customer Merging
Verify profiles truly belong to the same customer before merging
Schedule regular cleanup sessions (weekly or monthly)
Train staff on selecting the correct primary profile
Review merge previews carefully before confirming
Use the Customer Activities log to document significant changes
Communicate with customers when mergers improve loyalty balances
Frequently Asked Questions
I can’t access Customer Merge. What should I check?
Confirm your user role includes the Merge Duplicate Customer Profiles permission and that your dispensary uses Flowhub's native loyalty program.
How do I choose the correct primary profile?
Select the profile with the most complete and current information, the most purchase history, and accurate contact details.
Why aren’t some duplicates flagged automatically?
Flowhub requires an exact match on first name, last name, DOB, and state ID. Review these fields for typos, missing data, or minor differences.
What if I’m not ready to merge yet?
Dismiss the duplicate alert to hide it for seven days.
Can a merge be undone?
No. Merges are permanent. Review the merge preview carefully before selecting Create Merged Profile.
How often does Flowhub check for new duplicates?
Duplicate detection runs automatically on a regular basis, so new matches will continue to appear in your Duplicate Cleanup list as your customer database grows
Success! 🎊
Your customer profiles are now unified, your data is cleaner, and your loyalty tracking is accurate.