Duplicate Resolution Returning with “Unexpected Error”

Issue

The user is merging duplicate customer records and after tagging Master and Duplicate, the Duplicate Resolution Status returns with “An unexpected Error occurred”.

Solution

1 ) This is happening because the Customer record being tagged as Duplicate has more transaction records than the record being tagged as Master.

Interchanging the tagging will allow the merging to push through. The Master record should have more historical and current transactions than the Duplicate.

1. Navigate to Lists > Mass Update > Entity Duplicate Resolution
2. Customer Record with more Transactions: Enter Checkmark as Master
3. Customer Record with fewer Transactions:Enter Checkmark as Duplicate
4. Click Submit Selected

2 ) When merging customer records, one possible reason of the merge resulting to an unexpected error is if the duplicate record has default addresses.

To resolve the unexpected error message: 

1. Navigate to Lists > Relationships > Customers
2. Open and Edit the duplicate customer record
3. Navigate under the Address subtab
4. Uncheck the Default Shipping, Default Billing and Default Residential Addresses
5. Click Save

3) As an initial fix, the user can also try the following as the alternate solution.

1. Login as Administrator
2. Navigate to Lists > Relationships > Customers
3. Duplicate Customer Record: Click Edit
4. Actions Dropdown: Click Make Copy
5. Copy of Duplicate Customer Record: Click Edit
6. Click Merge
7. Master Customer Record: Select original record
8. Click Merge
9. Click Ok