Merge duplicate subscriptions
Duplicate subscription suggestions appear when records look similar. Merge only when they represent the same buyer relationship with the same intended plan and purchase path.
Incorrect merges can hide billing history, break support investigations, and create confusion in customer history and Financial Overview.
When merge suggestions appear
| Situation | Why duplicates may be suggested |
|---|---|
| Buyer purchased twice by mistake | Similar email, product, and plan |
| Buyer used different emails | Same person, multiple records |
| Support or migration cleanup | Historical records look overlapping |
| Funnel or upgrade confusion | Multiple subscription starts for one buyer |
| Workspace or offer changes | Similar records after pricing migration |
A suggestion is a hint, not proof that merge is correct.
Before merging
| Check | Why it matters |
|---|---|
| Buyer email and identity | Confirms the records belong to one person |
| Product, plan, and billing dates | Different plans should usually stay separate |
| Payment history on both records | Merge can hide important billing context |
| Support or finance action already taken | Avoid undoing a refund or cancellation path |
| Access policy | Merging does not automatically solve buyer access issues |
Safe merge workflow
- Confirm the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Subscriptions.
[Screenshot: Subscriptions list — duplicate merge suggestion visible.]
- Review the duplicate merge suggestion.
[Screenshot: Merge suggestion card — two subscription records flagged as potential duplicates.]
- Open both subscription records side by side.
[Screenshot: Two subscription detail panels — buyer and plan data compared.]
- Compare buyer email, product, plan, offer, and billing dates.
[Screenshot: Side-by-side comparison — email, plan, and billing dates aligned or different.]
- Review payment history and related Sales records.
[Screenshot: Payment history on both records — charges and dates compared.]
- Confirm both records represent the same buyer relationship and offer path.
[Screenshot: Merge checklist — same buyer and offer path confirmed.]
- Merge only when the duplicate is real.
[Screenshot: Merge confirmed — duplicate subscriptions combined.]
- Decline the suggestion when records belong to different buyers or purchases.
[Screenshot: Merge declined — suggestion dismissed with reason noted.]
- Review access, billing, and customer history after the merge.
[Screenshot: Customer history — single subscription record after successful merge.]
- Document why the merge was accepted or declined.
[Screenshot: Internal audit note — merge decision and rationale recorded.]
When to decline a merge
| Scenario | Reason to decline |
|---|---|
| Different buyers | Similar names are not enough |
| Different plans or offers | Billing terms may not match |
| One record already canceled intentionally | Cleanup may be unnecessary |
| Finance is investigating one record | Merge can obscure audit context |
| Affiliate or attribution dispute is open | See attribution disputes |
What to verify after merging
| Check | Why it matters |
|---|---|
| Remaining subscription status is correct | Active, overdue, or canceled |
| Buyer access still matches policy | Merge does not replace access review |
| Support notes explain the action | Future agents need context |
| Exports and reports still make sense | See export sales and subscriptions |
| No duplicate charges remain unresolved | May need refund or cancellation review |
Best practices
- Do not merge just because names or dates look similar.
- Decline uncertain suggestions and investigate manually in Sales.
- Pair merge review with manage subscriptions and cancellation workflows.
- Review duplicate patterns after funnel or upgrade launches.
- Document merge decisions for finance and support audits.
Common mistakes
- Merging two valid subscriptions because the buyer bought twice intentionally.
- Merging before checking whether one record should be canceled instead.
- Assuming merge fixes overdue billing automatically.
- Ignoring workspace context and merging records from the wrong business.
- Failing to update support after a merge changes the subscription buyers should reference.
FAQ
Does merging cancel one of the subscriptions automatically?
Do not assume it does. Review resulting status in Subscriptions and your product policy.
What if the buyer wants only one active subscription?
Compare both records, then cancel or stop future charges according to subscription workflows instead of merging by default.
Can support agents merge subscriptions?
Permission depends on role. Many teams restrict merge actions to admins or leads. See team roles.
Where do duplicate subscriptions come from?
Often from repeated purchases, different emails, or funnel path confusion. Review broken funnel paths if duplicates spike after a launch.