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Two different cases

“Duplicate” can cover two situations worth telling apart:
  • Duplicate customer: the same person or company appears twice as a contact, with partial data in each record.
  • Duplicate payment: the same payment has been recorded twice on the same reservation.
Neither is fixed from the Roomdoo app — both need support team intervention. But your first step is to verify it’s actually a duplicate before contacting support.

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Duplicate customer: how to confirm

1

Open the contacts list

In the left side menu, click Contacts.
2

Search by tax ID

It’s the most reliable field. If the customer appears twice with the same tax ID, it’s a real duplicate.
3

If you don't find by tax ID, search by name

Sometimes duplicates have the name written slightly differently (uppercase, accents, abbreviations). If you find two records that are clearly the same person but with data split across them, it’s a duplicate.
4

Identify which is the 'good' one

The one with more data filled in, or the most recent, is usually the one to keep. Note it down alongside the duplicate so you can pass it to support.
Contact merging consolidates the reservation, payment, and invoice history into a single record. It’s an accounting operation that only the support team performs to avoid breaking the audit trail.

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Duplicate payment: how to confirm

1

Open the reservation

Find the reservation where the customer reports the double charge.
2

Payments tab → Guest transactions

Review the payment list. A duplicate is identified by:
  • Same date
  • Same amount
  • Same payment method
If you see two identical entries, it’s a duplicate.
3

Check the gateway or the POS

Before contacting support, make sure the second payment isn’t a real charge (for example, a second transaction the customer authorised when re-swiping the card because the first one failed).

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When to contact support

Always, once the duplicate is confirmed. For duplicate customer, include in the ticket:
  • Customer name or tax ID
  • Indicate which record to keep and which to absorb
For duplicate payment:
  • Reservation reference
  • Date and amount of the duplicate payment
  • Payment method
Don’t try to “delete” the duplicate customer or the duplicate payment from the interface. The records are linked to reservations, invoices, and accounting — deleting them can leave orphan references and mismatches that are hard to revert.