Sometimes clients may accidentally create a duplicate account and place an order through the incorrect one. Unfortunately, accounts cannot be merged transferred, or deleted. However, they can be deactivated.
Duplicate Client Accounts
To resolve duplicate client accounts:
1. Contact the client to confirm which account they would like to keep.
2. Update client email information if needed, based on the account they choose to keep, to ensure all details are accurate. If the client cannot access the email address on the account they want to keep in order to update it themselves, you will need to contact Support so they can submit an IT ticket to update the email address on the correct account.
3. Verify and transfer updated information (e.g., shipping address) from the duplicate account to the correct account before deactivation. For example, if the client updated their shipping address on the duplicate account but the correct account still has the old address, make sure the new address is added to the correct account.
4. Cancel any orders in process on the account being deactivated, and archive prescriptions so they can be replaced through the correct account.
5. Deactivate the incorrect account once the preferred account is identified.
Duplicate Patient Accounts
If a patient was added twice, they cannot be deleted. To resolve this, the extra patient needs to be deactivated. Prescriptions will not transfer; they will have to be re-written on the correct account. See Deactivating Clients or Patients below for more information.