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
💡 In most cases, new owners should use a separate account to ensure historical orders, payment details, and supplier records remain secure and accurate.
⚠️ 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.
FAQs
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.
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
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?
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.
Need More Help?
If you need help with a merge request:
Use the Help chat in the bottom-right corner
Or email support@ordermentum.com