Lead, Contact and Account Deduplication

During checkout StoreConnect attempts to not create duplicate Account and Contact records within the connected Salesforce environment. It does this while also maintaining the privacy of the end user.

Lead Conversion

StoreConnect will attempt to match the customer doing the checkout with any existing lead in your system, and if that lead matches, StoreConnect will attempt to convert that lead to an Account & Contact and create the Order as usual.

We attempt to match the lead on Email, Name and Phone.

The way we convert a lead to an Account and Contact is by the StoreConnect system assigning an account ID to Lead.s_c__Convert_Trggr_Acct_Id__c which is then picked up by our StoreConnect APEX code to convert the lead to an Account and Contact.

If your Salesforce environment has complex rules around Lead conversion that StoreConnect cannot deal with, or has required fields that StoreConnect cannot set, and so is blocking the Contacts and Accounts being created, then we will disable automatic lead conversion and this will be up to you to do manually.

New Account & Contact Creation

If the customer checking out does not have an existing Salesforce Account and Contact record, a new one will be created for them and associated to the Order.

Existing Contact with Customer Not Logged In

If the customer checking out is not logged in to StoreConnect and uses an email address which matches an existing Contact’s email address within Salesforce, the Order will be created and associated with the existing contact.

If no matching email address is present, we query existing contacts for a possible duplicate using these Standard Salesforce matching rules.

If there’s no existing contact but there are possible duplicates, then the duplicate contact will be used, the order will be linked to the duplicate contact, but the order email will be sent to the email entered by the customer and any changes to shipping or billing address will be only saved to the order.

If there’s no existing contact and no duplicates, then a new contact will be created.

To update their Account or Contact record, the customer must login and then update their profile.

Existing Contact with Customer Logged In

If the customer is logged in, then all orders are directly associated with the existing contact and its account. The customer has the option to alter shipping or billing details during checkout, however, these are only applied to the current order.

To update their Account or Contact record, the customer must update their profile while logged in.

Existing Account with Customer Not Logged in

StoreConnect uses the existing account associated with the matched contact during checkout.

If the matched contact has no account then StoreConnect will query for existing accounts based on Person Account Matching Rule, even if your Salesforce Org does not use Person Accounts. This makes more sense than the Standard Account Matching Rules for StoreConnect’s use. If an account is found, then this is used for the order.

If there is still no account found, then we query again for duplicate accounts using the Standard Account Matching Rule.

If there’s no existing account, then a new account is created to be used for this order and the existing contact is assigned to this new account by StoreConnect.

We won’t use accounts that are ‘only possibly a duplicate’ as they may belong to another person. A new account is created instead using the email and name for the account name to prevent clashing with the possible duplicate Accounts, e.g. [jo.customer@example.com] Jo Customer. You can rename these accounts after creation if you desire.

Person Accounts

If your Salesforce system has Person Accounts enabled, StoreConnect will create an Account and Contact record, and this can simply be converted to a Person Account within your Salesforce Org if you set the account’s record type to Person Account either manually or via an automation. You could also make Person Account the default record type for the profile of the user that syncs between StoreConnect and Salesforce.

 

 
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