> Canonical source: [https://citaflow.com/en/help/faq/duplicate-customer-merge/](https://citaflow.com/en/help/faq/duplicate-customer-merge/)

Troubleshooting

# Why is a customer marked as "New" if they've already visited before?

Updated October 26, 2026 1 min read

The most common reason is that the customer has two records. The “New” badge on the agenda marks the first appointment of each record, so an appointment saved on a duplicate record shows up as a first visit.

## How duplicates are created

- When creating an appointment by hand, a new client is added instead of picking the existing one.

- The customer books with another phone number: the phone number identifies each client, so a different number creates another record.

- The same phone number written differently, or the same name with small variations.

To avoid it, in “New Appointment” search for the customer first and pick them from the list. Names match with or without accents and in any case.

## How to merge records

In **Clients**, the “Possible duplicate records” notice groups records that may be the same person: same name (or one contained in the other), same email, or the same phone number written differently. Only people who can edit and delete clients see it.

1. Press “Review”.

2. Choose the record to keep (the one with most appointments comes first).

3. Press “Merge”.

The other records’ appointments, notes, quotes and consents move to the chosen one, and their phone numbers are kept as alternates: if the customer books again with any of them, it goes to the same record. Merging fixes the “New” badge automatically.

If they are not the same person, press “Not the same person” and the group won’t come back, unless another similar record appears. “Skip for now” leaves it for later.

## Still need help?

Our support team is ready to help you.

[Send Email](https://citaflow.com/en/help/faq/duplicate-customer-merge/#contacto) [Go to Dashboard](https://admin.citaflow.com/)