sage link and duplicate accounts

[Tony Moore]

Hi guys, I have actinic link set to create account refs for new customers in sage but it also does this for existing customers everytime they place a new order.
I've played around with the settings on actinic link but cant seem to get it right.

Any advice is appreciated.

[Bruce]

Hi,

You need to ensure that you have the 'External Customer Reference' field entered with the correct Sage account ID. This is in the 'Account' tab of a customer account. Hope this helps.

Cheers,

[Tony Moore]

Excuse my ignorance but does this mean customers must register? I had a look in customer accounts and it contains no data on any customers.

Thanks for your help

[cdicken]

OK - I think I get what is happening. When you transfer a retail order into Sage, you have it set up to create a new customer account within Sage. Then when the same retail customer orders again in Actinic, and you transfer the order, it is creating a second new customer account rather than using the existing Sage customer account.

Does this sound about right?

According to the documentation, Actinic will try and match a retail customer order to an existing customer account by checking its post code and matching it to an existing record. Here's what is says in the help:

Please note: Actinic Link will search the 'Name', 'Post Code' and 'Email' fields in Sage to search for a matching customer record. It will only create a new customer if this search fails to turn up anything.

Check whether those three fields match on the two orders that came from the same customer.

[Tony Moore]

Hi Chris, it is as you describe however one particilar customer now has six accounts all with the same email. I thought perhaps the postcode was the problem as we do not use postcodes in RO Ireland. The customers details are exactly the same though on each account as he used the "remember me" function as far as I can tell.

Thanks for the help

OK - I think I get what is happening. When you transfer a retail order into Sage, you have it set up to create a new customer account within Sage. Then when the same retail customer orders again in Actinic, and you transfer the order, it is creating a second new customer account rather than using the existing Sage customer account.

Does this sound about right?

According to the documentation, Actinic will try and match a retail customer order to an existing customer account by checking its post code and matching it to an existing record. Here's what is says in the help:Check whether those three fields match on the two orders that came from the same customer.

[Tony Moore]

As an experiment I transferred the same order twice into sage and it created a new account each time.

[cdicken]

I've just tried exporting a retail order (which does not have a postcode) from my Actinic into Sage. I have my Actinic link set up to create new Sage Customers from retail orders.

Actinic Link created a new customer account in Sage using the first four letters in the surname and then a sequential number (in my case it is DICK1 but that is a whole other story ).

So far so so good.

I then exported exactly the same order again and... it assigned the new Sales Order to the existing Sage customer (DICK1) - it did not create a duplicate customer account.

I am using Actinic Link v2.1.0.0.2 with Sage v10 and Actinic v7.0.1. What are you using?

[Tony Moore]

Hi Chris, I am using actinic 5.1.6.00.33 sage version 10 and link 2.0.6 . I dont know if this means anything but in order to see the invoice in sage I have to refresh the invoice list by clicking the "apply search" button.

I have just tried again exporting the same order with "mr. Sykes" first time it gave him reference sykes602 and second time sykes603 as account references.

Thanks

[cdicken]

Tony

I suggest we rule out software issues and get you upgraded to Sage Link 2.1. You can register for this and download free of charge from http://www.actinicdownloads.com/link/index.htm

[Tony Moore]

thanks Chris

[raspinall]

Actinic Link v2.1.0.0.2

Hi,

I am using Actinic Link v2.1.0.0.2 with Sage v9.00.0023 and Actinic v7.0.1.0.0.0.EGSA

I am having exactly the same problems as is being described here.

In the customer tab I have got Create new customers from Registered Customer Orders Un-Checked.

I have Checked Create new customers from Unregistered customer, I have included Salutation and I have got the postcode set to line 5 to comply with the sage account settings and I have used naming scheme Positions 1,2 & 3 as character 1,2 & 3 of the surname, followed by Positions 4 5 & 6 as sequence numbers.

The registered customers external reference matches exactly with sage account A/C code (Copied and paste) but sill I get duplicate customer accounts (I now have 4 accounts for one customer!)

I have experimented with just about every imaginable combination of settings but can’t get this to work.

[cdicken]

Hi there

I have responded to your other post HERE