Overview
If you have duplicate venue accounts in Ordermentum, this guide explains how to request a merge and what information is required before the merge can proceed.
Because merges can affect orders, invoices, users, payment methods, and supplier connections, all merge requests are carefully reviewed by our Support Team before approval.
When Should You Request a Merge?
You should request a merge if:
You have duplicate venue accounts for the same business
The venue names are similar or identical, but appear separately in Ordermentum
You want to consolidate orders, invoices, users, supplier connections, and delivery details into a single venue profile
Do Not Request a Merge If:
The venues represent different physical locations
The venues have different ABNs or trading details
The business has changed ownership, and the new owner has created a new account
You are unsure whether the accounts should be merged
The accounts must belong to the same owner. Accounts from different owners cannot be merged for security and documentation purposes.
💡 In most cases, new owners should use a separate account to ensure historical orders, payment details, and supplier records remain secure and accurate.
Alternatively, if you manage multiple venues under a single business, you can consolidate them under one login without merging by inviting a primary profile email to each venue.
⚠️ Important: Once a merge is completed, it cannot be undone.
Information Required for a Merge Request
To help us review your request, please include the following information:
Name of the duplicate venues
Include all venue accounts you believe are duplicates.Primary venue
Confirm which venue should remain as the main account after the merge.Reason for merge
Explain why the duplicate accounts were created (for example: duplicate signup, bulk upload, or incorrect setup).ABN (if applicable)
Provide the ABN linked to the venues.Delivery address confirmation
Confirm that the venues share the same delivery address.Special considerations
Include anything important we should know, such as:preferred payment setup
delivery instructions
Example Merge Request
Subject: Merge Request – Duplicate Venues
Hello Ordermentum Support,
I would like to request a merge of the following duplicate venues:
Venue 1: ABC Cafe (ID: 12345)
Venue 2: ABC Cafe (Duplicate) (ID: 67890)
Please retain Venue 1 as the primary profile, as it has the most up-to-date payment and delivery details.
The duplicate account was created in error during a duplicate sign-up.
Both venues share:
ABN: 11 222 333 444
Address: 123 Main Street, Sydney NSW
Thank you.
What Happens Next?
1. Review and Validation
Our Support Team will review and validate the accounts to confirm they meet the criteria for merging.
This may include checks such as:
ABN validation
address matching
user verification
ownership review
supplier-specific approval requirements
Some suppliers may require additional review or approval before a merge can proceed.
2. Confirmation
If the merge is approved, you will receive confirmation from our Support Team before the merge begins.
3. Merge Process
Once approved, our Support Team will coordinate and complete the merge process.
4. Payment Method Review
In some cases, payment methods linked to duplicate accounts may be removed during the merge process. If this happens:
You may need to re-enter payment details after the merge
You may also need to re-select your default payment method
To help avoid payment disruptions, our team will notify you if payment methods are impacted.
5. Completion Notification
Once the merge is complete, you will receive confirmation from our Support Team. After receiving confirmation, log out and log back into your account to refresh the settings and view the updated account.
FAQs
How can I prevent duplicate accounts?
How can I prevent duplicate accounts?
To avoid duplicates, ensure new signups are connected to existing venue accounts. Merging is preferred when duplicates already exist to retain order history and prevent confusion.
What if neither account has any orders?
What if neither account has any orders?
If neither account has any orders, merging is straightforward. Confirm the accounts are linked by the same ABN, and proceed with the merge.
Can merged accounts be separated again later?
Can merged accounts be separated again later?
No. Once a merge is completed, it cannot be undone.
Please ensure all information provided is correct before requesting a merge.
Will my orders and invoices be retained after the merge?
Will my orders and invoices be retained after the merge?
Yes. Existing order and invoice history will be consolidated into the retained primary venue account.
Will payment methods be affected?
Will payment methods be affected?
Possibly. In some cases, payment methods linked to duplicate accounts may be removed during the merge process.
If payment methods are affected, you may need to re-enter them after the merge is completed.
Can I merge more than two venues at once?
Can I merge more than two venues at once?
Yes. If you have more than two duplicate accounts for the same business, include all venue names in your merge request. Our Support Team will review each account and consolidate them into a single primary venue profile.
Can I delete a duplicate venue instead of merging it?
Can I delete a duplicate venue instead of merging it?
In some cases, a duplicate account can be removed without a full merge. If you'd prefer to have a duplicate removed rather than consolidated, include this in your request, and our Support Team will advise on the best approach for your situation.
Can a supplier request a merge on my behalf?
Can a supplier request a merge on my behalf?
Yes, suppliers can raise a merge request on behalf of their customers. However, the primary account holder may still be contacted for verification before the merge can proceed.
How long does the merge process take?
How long does the merge process take?
If all criteria have been confirmed, a merge can typically be completed in under 30 minutes. Requests that require additional validation — such as supplier approval or ABN checks — may take longer.
What happens to my supplier connections after the merge?
What happens to my supplier connections after the merge?
Supplier connections from both accounts will be consolidated into the primary venue profile. Note that some suppliers require additional review or approval before a merge can proceed, which may extend the overall timeline.
What if duplicate accounts keep reappearing after a merge?
What if duplicate accounts keep reappearing after a merge?
If duplicate profiles persist or reappear after a completed merge, contact our Support Team directly. Include the venue names and account details so we can investigate and resolve the issue promptly.
Why was my merge request declined?
Why was my merge request declined?
Merge requests may be declined if:
The accounts belong to different businesses
The ABNs do not match
Ownership has changed
Supplier approval is required, but not provided
The accounts do not meet the merge criteria
Need More Help?
If you need help with a merge request:
📧 Email: support@ordermentum.com
💬 Chat: Use the chat bubble at the bottom-right of your Ordermentum screen