Method Community

With QB desktop we could combine customers in QB and it would combine on the crm side as well. Now if we combine customers in QBO it causes issues with one of the cutsomers in CRM showing up as (deleted) and transactions and notes no longer synch to or from CRM on either account (at least I think that is what is happening, I am not sure as it appears that the customers that we combined before we learned of the issue exhibit irradic behavior).

How can we combine customers without causing issues?

Unfortunately, combining customers is something we have to do often as some of our customers will create multiple accounts on our website when they have new personel ake orders or if they forget their credentials:( 

In addition, we will sometimes have to combine custoemrs who have activities and past transactions, with QB desktop these things were consolidatetd when the accounts were merged, but now I am not sure how to handle this...

What is the current proper protocol with QBO?

Thank you for your help!!!

I found another forum linking to this help article

https://www.methodintegration.com/method/kb.aspx?folder=methodcrm&article=Merging-customers-in-QuickBooks-Online&id=202

But I believe that this is the method that we were using before that casued issues (one of the customers on the CRM side was called customer (deleted), and that customer retained all of the transactiosn and activities associated with it and did not merge with the account we wanted it to) 

I am reluctant to try it without the go ahead from a Method tech support specialist so that I don't casue more issues:( 

Thank you again!

Hey Scott,

At the moment there is no way to easily merge customers in QuickBooks Online and have them merge nicely in Method like with QuickBooks Desktop. As the article states, the issue is with Intuit's Partner Platform which is what Method and other apps use to grab data from QuickBooks Online. The IPP does not detect merges from QuickBooks Online which is what caused your issue before in Method.

The one thing you can do is to manually move all of the transactions, activities and other Method items to the correct customer you want to use. Our Professional Services team can also build a customized solution that will move the the information from one customer to the other. If you would like that you can speak to your account manager to have book time with them.

Let me know if this helps.

-- Loi

Thank you Loi, I appreciate your response.

I still need assistance with how to perform this manually without casuing errors that lead to a disconnect between the customer in QB and the customer in method.

May I try an example and have you explain to me how to avoid any issue?

Let's say we have a customer called Julie's Chewies that has been a customer for several years and has notes and transactions in QB and method associated with them and several years of past and future activities tied to them in method. Now the assistant of the person who typically does the ordering for this customer goes online to place an order from us but doesn't know her boss' credentials so she creates a new account with different contact information, let's call it Julie's Chewies1. So we now have the old customer, Julie's Chewies with the past several years of notes, transactions and past and future activities, and the new customer, Julie's Chewies1, with the new transaction and notes for that transaction.

So my question is, how do I get those things into the same customer's information without causing the issues that we have had recently?

Hey Scott,

Manually moving each transaction, activity, opportunity, case and document is going to be time consuming as you have to go into each record and change the assigned customer to the your desired customer. I have attached some screenshots for you to follow along.

Moving contacts will be difficult as you will have to use the export tool to export the tables related to the contact list, modify the records so that the new contact will be assigned to the correct customer and then import the list back into Method. You can also customize a solution that will move the contacts or all of the records that move it to the correct customer.

-- Loi

Thank you Loi!

I just posted about this in a separate forum because I did not realize you had responded, sorry about that.

But I was moving invoices this way all of last night but it is not working for me today. When I choose the customer that I would like the invoice to be associated with in the dropdown menu it populates the info for the new customer but when I hit save, reload and go back even though the correct info for the new customer is now populated in the correct fields it still says that the invoice is associated with the old customer.

It is so bizarre because this was working perfectly last night.

Here is a link to the other forum entry with more details.

Can youplease help me determine why this will not work for me today? As I mention in the new forum entry I am using the same computer, same user, same browser and am even trying to move invoices between the same two customers. Evrything is exactly the same so I cannot figure out why it isn't working.

https://www.method.me/cs/forums/p/8131/29877.aspx#29877

For instance, if I want to move an invoice from Foragers Manhattan to Foragers New York I choose the invoice for Manhattan and all of the contact info for Manhattan is in the invoice. I then click on the dropdown menu at the top and scroll down to New York and select it. Automatically all of the information from New York is populated into the invoice so I scroll down and hit save and then reload the page. When I go back to the exact same invoice all of the information for New York is still in the invoice but back at the top in the dropdown menu it says Manhattan againL

Yesterday when I did this exact thing the invoices stayed associated with New York and did not revert back to ManhattanL

Hey again Loi,

This still is not working. I follow the instructions you gave to the letter and although all of the customer information associated with the invoice changes the invoice stays associated with the old customer account. 

Again, this worked fine for me on Thursday, I moved several invoices from customer A to customer B without a problem. But since Friday all it does is propagate the invoice with customer B information but when I reload the invoice is still found under customer A.

What can I do?

Hey Scott,

I'm not sure what happened changed on Friday as I do not see any changes that would have caused your problem however I was able to replicate your issue with not being able to reassign customers in transactions.

For now, I would suggest that you reassign the customer transactions in QuickBooks Online as that is pushing to Method properly. I have put in a ticket for our development team to look at the sync issue.

-- Loi

Unfortunately reassigning in QBO is not an option, I need to do it in Method. Its a long story but the customer that I am trying to move invoices from is no longer recognized by QBO becasue it is the remnants of a customer that was combined in QBO. So I need this method to work again.

Could you please keep me updted on the progress made by the development team?

Thank you.

Hey Scott,

Can you test to see if you are still having a problem? Our development team have resolved the issue on your account now. I tested on my account as well and verfied that I can move transactions to different customers.

-- Loi

Thank you Loi,

I just tested it and it is not working. I tried with several customers and I was not able to change invoices for any of them. It is still doing the same thing that it was before

Hey Scott,

Can you try one more time? I told the team to do the fix on your Desktop account which is my mistake. Please try your QBO account again.

-- Loi

Thank you again Loi,

Unfortunately it is still not working. I tested again it with several customers and multiple invoices and none of them work, the exact same thing is happening

Hey Scott,

Can you test it again and let me know?

-- Loi