How do I merge duplicate clients or pets?

Duplicates happen: a client signs up online under a second email, a dog gets booked under a partner's name, or an import brings in a record you already had. Woof does not combine two records into one, because every invoice, payment and message is tied to the record it was made on. What you do instead keeps all of that history and still leaves you with one profile to work from.

Two records for one client

1. Decide which record to keep: usually the one with the invoices, the card on file and the portal sign-in.
2. Open the other record. For each of its pets, click the pet's tab, Edit, then Change on the Owner row, and pick the record you are keeping. Upcoming appointments, packages, notes and files go with the pet. See Move a pet to another client.
3. Copy over anything the kept record is missing, such as a phone number or address, from the duplicate's Edit Client form.
4. Set the duplicate to Inactive from its Edit Client form. It drops out of search and reminders but keeps its past invoices, payments and messages, and you can still open it from the Clients page when you need them.

The pet now appears in the kept record's client portal on their next sign-in and leaves the duplicate's.

Two records for one pet

Set the copy with less history to Inactive: open it, click Edit, choose Inactive under Status and save. The remaining record keeps everything booked against it, and the inactive one keeps appearing on the invoices and appointments it was part of. If the two records are under different clients, move the one you keep to the right client first.

What not to do

Do not rename the duplicate to "ZZZ" or "DO NOT USE" and leave it active. It stays in every pet picker and keeps getting reminders. Inactive is the switch that does what you mean.