Retail | Member Merge: What Happens When Members Are Merged

When you merge members, one profile becomes the main record and the others become secondary records. Nothing is permanently deleted. Each secondary record stays in BLAZE with its own history, linked directly to the main profile. Information marked as Added (turned on by default) or Using this on the review screen is copied onto the main record, and every merge operation is permanently recorded on the Runs tab.

At a Glance

What	What Happens
Loyalty points	With Combine (the default), each secondary's point balance moves onto the main record, and the main's lifetime points go up by the points moved. With Main only, every record keeps its own balance.
License and recommendation number	With Added turned on (the default), a secondary's license and rec number are copied onto the main record. The originals stay on the secondary.
Phone numbers and emails	With Added turned on (the default), a secondary's phones and emails are copied onto the main record as extra (alternate) contact methods. The merge never replaces the main record's primary phone and email.
Birthdate and address	The merge leaves these unchanged unless you click Use this on a secondary's value. That value then replaces the main record's existing data.
Name	The merge never changes the main record's name.
Medical or adult-use type	The merge never changes customer types. The main record keeps its original type.
Orders and history	Orders, loyalty activity, and payment tokens never move. They stay on the record that originally earned them.
The secondary record	Stays active and linked to the main record. It is hidden from the Members list and member search at the POS.

Loyalty Points

Combine moves each secondary profile's balance onto the main record. The secondary's balance goes to zero, and the main's lifetime points increase by the same amount. Only a positive balance moves; a negative balance stays exactly where it is.
Main record only leaves every balance where it is. The main record keeps only its own points.
You set the default handling method (Combine or Main record only) when you start a new merge run. You can change this behavior for any single group by clicking Adjust on the review screen.
Each movement of points is recorded on both profiles in the Loyalty Activity Log tab.

IDs, Phone Numbers, and Emails

When you review a group, the Added tag shows next to a secondary's phone numbers, emails, license, and rec number. This is turned on by default:

A license or rec number is copied onto the main record. The secondary profile keeps its own copy.
A phone number or email is copied onto the main record as an extra (alternate) contact. The main profile's primary phone and email stay listed first.
Click Added to turn it off for any value you do not want to be copied (the button will change to read Add).

NOTE: Values the main record already possesses are not copied twice. Clicking Confirm all on email-and-phone matches automatically applies these default Added rules to every group it confirms.

Birthdate and Address

The merge only alters the main record's birthdate or address if you explicitly choose to overwrite them.

On the review screen, the Use this option appears next to a secondary profile's birthdate and address. It is never on by default, and the Confirm all button never uses it. When you click it (the button changes to Using this), the secondary value permanently replaces the main record's existing value. Always check the After the merge column before you confirm.

Medical and Adult-Use Customers

A merge does not change whether the main record is categorized as a medical or an adult-use customer, and the review screen does not display this customer type.

If a customer's medical profile becomes a secondary record, POS lookups will find the main record and apply the main record's customer type. Before you choose the main record, open each profile using View full profile to verify its type. If necessary, click Make this the main on the medical profile to preserve their medical status.

Orders and History

Orders, transactions, loyalty activity, and payment tokens never move between profiles. Each item remains permanently attached to the profile that generated it. To view a secondary profile's past orders, open it from the Merged Profiles tab located on the main record's profile.

The Secondary Record

It remains in BLAZE as an active profile with its own intact history. It is never deleted.
It is permanently linked to the main record. The secondary profile will display a banner naming the main record with an Open main profile link.
It is hidden from the standard Members list and member searches. Subsequent merge runs will not flag it as a duplicate again.

WARNING: A customer ban stays on the exact profile it was set on. The merge does not copy bans over to the main record. If any profile in a group is banned, do not merge it.

Finding Members After a Merge

The Members list and standard member search will only display the main record.
Scanning a secondary profile's driver's license at the register will automatically find and open the main record. The same applies when looking up a member by a secondary's email.
Searching by a phone number or email that exists only on the secondary profile may return no results if you did not copy it over. Leaving the Added toggle on when reviewing ensures staff can easily find the customer later using all of their contact details.

Reversing a Merge

Merges can be reversed if a mistake is made.

NOTE: During the initial beta rollout, you must contact your Customer Success Manager or BLAZE Support to undo a merge.