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When to Merge a New Customer into an Existing Credit Form Approved Customer in PencilPay 

This article explains how to merge a new location (for example, a new store or branch record) into an existing credit form approved customer in PencilPay. Use this process when a new customer has been created or synced separately, but you want it to sit under the same Main credit form is already Credit Form Approved and existing trading history. 

When to Merge a New Location into an Existing Customer

You should follow this process when:

  • A new location record (for example, a newly created customer or a new integration‑synced record) represents the same legal customer as an existing credit‑approved record. 
  • You want all locations to be managed under one customer for credit, collections, trading history.

Do not merge records if they represent different legal entities, separate ABN or if you require separate credit and trading arrangements for each location. 

For more information on how to handle ABN Changes or Ownership Transfers, check this support article:Handling Customer ABN Changes or Ownership Transfers in How to manually create a new Credit Application Form in PencilPay and Your Accounting Software

Before You Start

Before merging, here are clear factors to consider before the merge before you merge a new customer into an existing Credit Form Approved customer in PencilPay.

  • Check each record for critical data such as payment terms, stored cards/bank accounts, and any auto‑charge or payment plan settings.

  • Ensure you understand which payment method the auto‑charge are currently configured so you can verify they are still correct after the merge.

  • Avoid merging if the records represent different legal entities or you need separate credit and trading arrangements for each location

Before you merge, review both records so you don’t accidentally lose important details (payment method). 

For each record, check:

  • Credit application status (Credit Form Approved, Draft, Submitted, etc)
  • Credit limit and payment terms. 
  • Stored payment methods (cards or bank accounts). 
  • Auto‑charge settings or payment plans. 

    Step 4: Confirm Merge Details and Proceed

    During the merge, PencilPay may prompt you to confirm which data to keep or how conflicts should be resolved. 

    Check the following carefully:

    • The Main credit form should be the Credit Form Approved customer, if not then the Main record should be the customer with more saved details than the latter. 
    • The secondary credit form is the new location that will be merged in and later marked as "Inactive" in Pencil. 

    Best Practices When Merging New Locations

    • Always choose the Credit Form Approved record as the primary record. This ensures that the correct application, limits, and terms remain in place after the merge.
    • Review auto‑charge settings after a merge. Confirm that auto‑charge is still enabled (if applicable) on the Credit Form Approved customer and that it points to the correct stored payment method. 

    These practices help prevent issues such as auto‑charge stopping after merges or confusing duplicate customer records.

    How to Merge Duplicate Customers in PencilPay

    How to link or merge one approved credit form to multiple ABNs/EINs or stores?

    Need Help?
    If you have any questions or need further assistance, you can book a Zoom meeting with Pencil Support in the calendar below for personalized help. Our team is available to ensure your payment syncing and automation remain seamless.