Method Community

I've read something on the Method Help Center about merging customers in QBO (https://www.methodintegration.com/method/kb.aspx?folder=methodcrm&search=merge) but I think this might be a little outdated.

When I merge customers, I'm seeing that the activities and transactions don't merge in Method.  Is there a way to do this?  If not for activities, then at least for transactions?  

After merging in QBO, I see that one of the customers (the old, merged one) is no longer available ("The record you are trying to load does not exist, or you do not have permission to view it."), but while QBO has moved the transactions, Method hasn't.  Is this something that will happen at some point? automatically?  

Any other comments on the current state of Merging customers in QBO and the effect it has on Method?

Thanks

Hi Craig,

Have you tried running a full sync, to see if that updates the transactions in Method? Do you have any conflicts listed under QuickBooks > Resolve Conflicts?

- Justin

A full sync was run overnight last night.  There are some conflicts under QB > Resolve Conflicts, but they are not related to this record.  Whereas before I merged the records on QBO, I could see the transactions under the old, merged record, now the older record shows "deleted" and the transactions are gone, and they have not been moved to the "new" record.

Hi Craig,

I've created a case for this issue. A member of the team will reach out and take a look with you.

- Justin

Hi Everyone,

Craig opened a case with our support team, but I’ll post my answer here as well in case anyone is following this thread.

While you can merge customers in QBO, the API, which we use for sync, does not support this and therefore, Method has no way of knowing that a merge has occurred. This is detailed in solution No. 202 of our Help Center.

If a merge is done in QBO, Method does not know to relocate the transactions from the original customer to the one that it was merged to. You can fix this by locating the transactions in QBO, re-saving them and performing a sync. This will force an update on the transaction and update the customer that it is assigned to in Method.

The activities on the other hand seem to get lost completely. They can still be found in your activity list if you know how to locate them either by the activity number or the description, but they will no longer be assigned to a customer. As long as you can locate them, you can re-assign them to the merged customer. Just make sure that you’re aware of this when performing a merge in QBO.

Due to this, I do not recommend performing a merge on a customer in QBO. While it can be done, there is a bit of cleanup that needs to be performed by the user to make sure all records end up in the right location. This will especially be an issue when dealing with customers with a large number of transactions / activities / cases / opportunities etc. I hope this helps.

-Audisho

Alright, I think I get it, but avoiding merging customers is hard, and it also leads to even more confusion because colleagues don't know which customer to add activities to...merging at the very least takes one out of the game so that we can correc things going forward.

Is this something that will be fixed in the new Method?

Hi Craig,

Unfortunately, this is not something that we can add unless Intuit decides to add it to their IPP/API. QuickBooks Online doesn’t ‘tell’ us when a customer has been merged. Without this knowledge, it isn’t possible for us to know that the records need to be relocated to another customer. So at this time there is no plan to implement this into Method Classic or Method New.

In the future, if Intuit adds this to their IPP/API, we can certainly investigate the possibility of adding the correct functionality for merging customers into Method. Until that time, there isn’t anything that we can do on our end to fix this. Sorry for the inconvenience.

-Audisho

Hi Craig,

Knowing that the underlying issue won’t be resolved unless Intuit adds a feature for this, we may be able to find a workaround to your problem. While you can’t make customers inactive in Method for QBO, you could investigate the possibility of adding your own custom active/inactive field to filter out in Method. Alternatively you could add the ability to tag your customers in Method and filter based on this. See the Creating a tag field on another table section in solution No. 254.

While it would be fairly simple to add this custom field or view the tags from the Customer and Contacts List screen, this would not solve the problem of being able to select the customers and contacts from the activity or transaction screens. Additional filtering would need to be added to these dropdown fields. It may be worth speaking with your account manager and scheduling some time to have this implemented by our professional services team. If you would like me to have your account manager reach out to you to discuss this, please send me an email and let me know.

-Audisho