> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roomdoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Duplicate customer or payment

> What to do when a customer record appears twice or a payment has been recorded more than once.

## 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.

## Duplicate customer: how to confirm

<Steps>
  <Step title="Open the contacts list">
    In the left side menu, click **Contacts**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## Duplicate payment: how to confirm

<Steps>
  <Step title="Open the reservation">
    Find the reservation where the customer reports the double charge.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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).
  </Step>
</Steps>

## 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

<Warning>
  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.
</Warning>