--- title: "Merge and unmerge duplicate customer and location records" slug: "merge-and-unmerge-duplicate-customer-and-location-records" updated: 2026-04-25T01:28:18Z published: 2026-04-25T01:28:18Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Merge and unmerge duplicate customer and location records ## Overview If you accidentally created two of the same customer or service location, you can merge the records together. If needed, you can also undo a merge. This helps you maintain accurate and efficient records in ServiceTitan. ## --- ### ****Who uses this feature**** - Office employees - Applies to all business types - Applies to all trades ****Feature configuration**** - The *Access Settings, Merge Customers*, and *Merge Locations* permissions are required to use this feature. Please contact the account administrator on your team. ## ## Things to know - To collect payment from a different customer record, merge the records in **Settings**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png) **> Tools > Merge Customers**, keeping the main profile. Then, assign the credit to the main customer record. This allows you to collect and apply the payment to the invoice. For relocating payments from entirely different customer records, follow the instructions in [[](/v1/docs/moving-a-credit-to-a-different-customer-profile)[Troubleshooting] Moving a Credit to a Different Customer Profile](/v1/docs/moving-a-credit-to-a-different-customer-profile). - When merging customer and location records, any service agreements and proposals associated with the record are carried over to the merged profile. - When merging location records, you can only merge locations that belong to the same customer record. If the locations you want to merge belong to different customer records, you must first merge the customer records or [change the customer on the other location record](/v1/docs/change-the-customer-on-an-existing-location-record) before you can merge the locations. ## ## Merge duplicate customer records When you merge duplicate customer records in ServiceTitan, any information in the record being removed that is not on the record you are keeping will be added to the record you are keeping. Merging duplicate records comes down to the following: 1. Locate and mark the duplicate customer record. 2. Merge the duplicate customer record with the one you’re keeping. The steps below describe how accomplish this: #### Step 1: Locate and mark the duplicate customer record This helps you distinguish which record is which when you begin merging. To do this: 1. [Search for](/v1/docs/use-search-in-servicetitan)the customer records you want to merge together and identify the duplicate (the record you want to remove). 2. Open the duplicate record and click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-uelvtq6f.png)** next to the customer name. 3. Enter *DUPLICATE* in front of the name, then click **Save**. ![Customer details for Sabra Ghannam, including duplicate name and address information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-e3nt9can.png) ### #### Step 2: Merge the duplicate customer record with the one you’re keeping 1. Go to the top toolbar and click **Settings**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png) **>** **Tools > Merge Customers**. 2. In the **Customer to Keep** field, enter and select the **name** of the record you’re keeping. 3. In the **Customer to Remove** field, enter and select the **name** of the duplicate record (the one you added the word *DUPLICATE*to). 4. When finished, click **Merge**. After you click **Merge**, you see a message stating the merge has completed successfully. The duplicate customer record you removed will no longer appear in search on the *Call Booking* screen. Any location records that were attached to it will now be attached to the customer record you kept. If there are more duplicate records for this customer, repeat these steps for each additional duplicate customer record. > [!TIP] > **Tip:**Check the Audit Trail section at the bottom of the Merge Customers screen to see a history of records you’ve merged. ![Interface for merging duplicate customers with an audit trail displayed below.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-d7lkbaxr.png) ## Merge duplicate location records When you merge duplicate location records in ServiceTitan, any information in the record being removed that is not on the record you are keeping will be added to the record you are keeping. Merging duplicate records comes down to the following: 1. Locate and mark the duplicate location record. 2. Merge the duplicate location record with the one you’re keeping. The steps below describe how accomplish this: #### Step 1: Locate and mark the duplicate location record This helps you distinguish which record is which when you begin merging. To do this: 1. [Search for](/v1/docs/use-search-in-servicetitan)and open the Customer Record that has duplicate location records. 2. Go to the *Locations*****section in the Customer Record. Identify the duplicate location record (the one you want to remove). 3. Open the duplicate record and click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-d1srx9fu.png)** next to the location name. 4. Enter *DUPLICATE* in front of the name, then click **Save**. ![Editing location details for a customer, including address and service tags.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-tx1c2wwy.png) ### #### Step 2: Merge the duplicate location record with the one you’re keeping 1. Go to the top toolbar and click **Settings**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png) **>** **Tools > Merge Locations**. 2. Enter the name or address of the location you’re keeping, then select it. 3. A secondary box opens with all other locations tied to that customer. > [!NOTE] > **Note:**Only location records that belong to the same customer record are shown. If you don't see the location you want to remove, you must first merge the customer records or [change the customer on the other location record](/v1/docs/change-the-customer-on-an-existing-location-record). 4. Select the duplicate locations you want to remove. > [!TIP] > **Tip:** Use CTRL on a PC or Command on a Mac to select multiple locations. 5. When you're finished, click **Merge**. ![merge locations gif](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-csypx9fj.gif) After you click **Merge**, you see a message stating the merge has completed successfully. The duplicate location record you removed will no longer appear in search on the *Call Booking* screen. > [!TIP] > **Tip:** Check the Audit Trail section at the bottom of the Merge Locations screen to see a history of records you’ve merged. ![Merge locations interface showing audit trail for duplicate entries and user actions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-ybfdmnxw.png) ## Undo a merge If needed, you can undo a merge. There are two ways to accomplish this: 1. Search for the *Inactive*****record, open it, then undo the merge. 2. Open the *Inactive* record from the the *Audit Trail*on the *Merge* screen, then undo the merge. > [!NOTE] > **Note**: When you undo a merge for a Customer Record, if you previously merged Location Records that were attached to it, those will also need to be undone and then reattached to it. #### Undo from Search 1. Go to the navigation bar and click [**Search**](/v1/docs/use-search-in-servicetitan)**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-m3ndxhrj.png)**. 2. On the *Search* screen, select **Customer** or **Location**from the dropdown menu (depending on the record type you want to unmerge). 3. Enter any helpful search terms to find the record you want to undo a merge on. 4. Under *Customer Status*, deselect **Active**, select **Inactive**, then click **Search ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/merge-and-unmerge-duplicate-customer-and-location-records-image-ncfp5zj1.png)**. 5. Click the **name** of the inactive record in the search results to open the record. 6. Click **Undo Merge**. #### Undo from the Audit Trail 1. Go to the top toolbar and click **Settings**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png). 2. In the side panel, go to **Tools** then select **Merge Customers**or **Merge Locations**(depending on the record type you want to unmerge). 3. Scroll down to the *Audit Trail* section. 4. Click the **Deactivated Entity** you want to unmerge. 5. Click **Undo Merge**. ## ## Want to learn more? - Visit ServiceTitan Academy and enroll in [Merging and Unmerging Records](https://servicetitan.docebosaas.com/academy/learn/courses/309/Merging-and-Unmerging-Records) - See [Change the customer on an existing location record](/v1/docs/change-the-customer-on-an-existing-location-record) - See [Manage customer relocation](/v1/docs/manage-customer-relocation)