Merging Duplicate Guest Records

When you come across two accounts for one person, you must complete the following steps.

1. You must view details for each record you suspect may duplicate to confirm it is the same person. (Not just multiple guests with the same name.) You can confirm by checking the address on file, phone number, email, and most importantly, DOB. 
2. Once confirmed that they are duplicate accounts, you will need to merge the guest records. 
3. Identify which of the two accounts is more complete or contains a season pass/ticket product and if this is the account you plan on keeping. 
4. To merge, select the account(s) that is less complete and drag it to the account you intend to keep. Select the Merge Customers option. You will want to confirm the merge and get a message saying that the customer has been added to the merge list. 
5. Merges will now happen immediately rather than being put on a list for a period of time. Because of this, you will need to be certain you want to merge accounts because there is no way to unmerge accounts after the fact. 

Inactivating Duplicate Guest Records

If a duplicate guest record exists in RTP with no pertinent current or historical data, it doesn’t need to be merged, it can just be inactivated. Once a guest record is made inactive, there is no way to reactivate it – so be very careful and 100% sure you have the correct guest record before making it inactive. 

1. From Customer Manager, search for the guest & select the correct account you wish to inactivate. 
2. Next, click on the guest's underlined/bolded name to open the person profile box. 
3. Uncheck the "active" box at the top of the box. 
4. Click ok to save changes, and the guest's account will now be inactive and cannot be found. 

Deleting Relationships

If a guest requests to remove a family member from their relationship profile we can delete the relationship profile by following these steps.

1. Open the guest's customer manager profile
2. Select the relationship tab at the bottom right-hand side of the screen 

     3. Any linked relationships will display to the right of the screen 

     4. Right-click on the guest you wish to delete and select delete. Follow any prompts after this step. 

Adding Relationships

If you would like to add a guest relationship to someone's RTP profile follow the steps below. 

If you are creating a relationship with someone who does not already have an RTP account:

1. Locate the existing RTP profile and make sure you have selected the primary on the account.

2. Within the guest's customer manager tile you should see "Add Related Customer"

3. Once selected, add in details for the new guest's RTP profile (DOB, Email, Phone Number, etc.).

4. To the left of the relationship tile, hit the relationship tab and select the dropdown labeling the relationship role. Set the type as relative, then hit okay.

5. The new relationship should be added under the primary on the account. 

If you are creating a relationship with someone with an existing RTP account:

1. Locate the customer's account you would like to add to the primary account. (Make sure you have note of the primary customer's IP)

2. Either select the relationship profile line (under common profile) or hit the relationship tab at the bottom of the screen.

3. Select "add new" in the upper right-hand corner of the screen.

4. Paste the primary customer's IP, search

5. Set the relationship type as relative, hit okay

6. The relationships should connect.