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brv-kirklands-la
April 23, 2024
Question

When importing a customer list why does Quickbooks Online sometimes create a duplicate

  • April 23, 2024
  • 1 reply
  • 0 views
We regularly import customers from our document management system. This works very well, most of the time. A range of Customers is exported according to when they were created. Sometimes this will mean that the same Customer will be in more than one export.

If you try to import a customer that already exists in Quickbooks, Quickbooks will correctly recognise this and prevent you from importing a duplicate. This generally works perfectly. However, we are finding that sometimes QB will create duplicate customers and we can find no rhyme nor reason for this happening. When we compare what we are importing into Quickbooks with what is already there, they are identical.

We would be grateful if anyone can suggest what might be happening and how we can guard against it.

1 reply

J
JuliaMikkaelaQ
April 23, 2024

I appreciate you sharing detailed information about your concern, cbrv-kirklands. 

 

Knowing why there are duplicates when importing your customer list in QuickBooks Online (QBO) is crucial to help you fix it and avoid it from reoccurring. Let me share some information about this and route you to the best support to check this further.

 

Yes, you're correct. QuickBooks detects duplicate data from your Excel or CSV files and prevents it from being imported into the program. As this is an unexpected behavior, I recommend that you contact our Live Support team for further assistance. They have the tools to check your account securely and investigate this issue further. Here's how you can reach them:

 

  1. Go to the Help menu, then select the Search tab.
  2. Click Contact Us.
  3. Enter a brief description of your concern and select Continue.
  4. Select either Start a Chat or Get a Callback and start connecting with them.

 

On the other hand, to remove the duplicates on your customer lists, you can make the duplicate one inactive. This will prevent them from appearing in your list or menus and will not impact the importation process in the future.

 

  1. Go to Sales, then select Customers.
  2. Select the customer's name you want to remove, then click the dropdown ▼ next to Edit. If there are multiple duplicates, you can select all of these, then click the Batch action dropdown menu.
  3. Select Make Inactive, then Yes, Make Inactive, or Yes to confirm.

 

Alternatively, you can merge the duplicate profiles into one if you don't want to remove them. 

 

Moreover, I'm adding this article for your future reference when creating statements for your customers: Create and send customer statements in QuickBooks Online.

 

Also, you can run different customer-related and other financial reports to have a bigger picture of your customer transactions and business or financial information. 

 

Please know that the Community is always here to help if you have any concerns with QuickBooks. Just visit us here, and we'll ensure you're taken care of.

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