Customer Merge & Subscription Transfer

Contents

• Overview
• Transfer Subscription Between Customers
• Merge Customers
• Validations
• Best Practices

Overview

Transfer subscriptions between customers or merge customer records while preserving all related transactions, billing continuity, and audit history.

Customer Merge and Subscription Transfer allow you to restructure customer accounts without disrupting billing, revenue, or reporting.

You can:

• Transfer subscriptions from one customer to another
• Merge two independent customers into one

All related transactions (invoices, payments, credits, usage, and accounting records) are updated to maintain consistency across the system.

Limitations

• Payment methods are not transferred between customers
• Pay Now secure link and payment PDF may display the source customer name, while the payment page reflects the target customer
• SCA payments with “Authentication required” status cannot be authenticated after transfer
• Avoid transferring customers with Bill To Parent enabled
• CRM integrations may result in contact conflicts when linked to multiple customers with the same CRM ID

Before You Begin

• Ensure source and target customers use the same currency
• Verify financial periods are open
• Review active subscriptions and related transactions

Transfer Subscriptions Between Customers

1. In the left navigation menu, click Contracts & Orders → Subscription Contracts. The Subscription Contracts page is displayed. 
   
2. Select one or more subscriptions. 
3. Perform one of the following actions:
   1. From the ACTIONS menu, click Transfer Subscription.
      
   2. From the three-dot menu, click Transfer.
      
4. The Transfer Subscriptions dialog box is displayed.
   
   1. Select the Target Customer from the list.
   2. Click Preview to review impacted records. 
      
   3. Click CONTINUE. 
      
   4. Click EXECUTE. The subscription is transferred and the confirmation message “Successfully transferred subscription(s)”.

Result

• Subscription is assigned to the target customer
• Source subscription is cancelled (if applicable)
• Audit logs are created

Merge Customers

1. In the left navigation menu, click Customer Accounts. The Customer Accounts page is displayed. 
   
2. Select the source customer. 
3. Perform one of the following actions:
   1. From the ACTIONS menu, click Merge Selected.
      
   2. From the three-dot menu, click Merge.
      
4. The Merge Customers dialog box is displayed.
   1. Select the Target Customer from the list. 
   2. Click Preview. 
      
   3. Click CONTINUE. 
      
   4. Click EXECUTE. The “Successfully merged customer(s)” message appears.

Result

• Source customer is merged into the target customer
• All subscriptions are reassigned
• All related transactions are consolidated
• Audit records are created

Transactions Included

The following records are updated during transfer or merge:

• Invoices and invoice line items
• Payments and refunds
• Credits and debit memos
• Usage records
• Subscription charges
• Billing Schedule (BS)
• Revenue Schedule (RS)
• Journal Entries (JE)

Validations

The system prevents execution if:

• Currency mismatch between customers
• Invalid transaction relationships
• Closed financial periods
• Restricted historical transactions
• Credits or debit memos exist before effective date

Best Practices

• Always use Preview before confirming
• Choose effective dates carefully to avoid partial transfers
• Perform transfers during controlled periods