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Duplicate Stripe customer match conflict

This article explains what to do when the Stripe Customer adoption wizard finds a conflict — either a Stripe customer that matches multiple members, or a member that matches multiple Stripe customers.

What’s happening

Section titled “What’s happening”

The auto-match compares your existing Stripe customers against your member records by email. A one-to-one match can’t be made when:

  • One member, multiple Stripe customers — two or more Stripe customer records point to the same member (for example, the member used different email addresses over time or had duplicate records in your prior system).
  • One Stripe customer, multiple members — two members share the same email or name and the system can’t decide which one the Stripe customer belongs to.

How to fix it

Section titled “How to fix it”

The Match Stripe customers page doesn’t flag conflict rows or let you pick between candidates on a row yet, so resolve the duplicate at its source and then match again:

  1. Decide which record is the right one:
    • If one member matches multiple Stripe customers: the correct customer is usually the one with the most recent payment history.
    • If one Stripe customer matches multiple members: decide which member the customer belongs to.
  2. Make the email addresses unambiguous — change the email on the duplicate member record in MapleGather, or on the extra customer in your Stripe Dashboard — so each email belongs to exactly one member and one Stripe customer.
  3. On the Match Stripe customers page, select Run auto-match, then Apply matches, and confirm.

If you’re unsure which Stripe customer to keep, open your Stripe Dashboard and compare transaction histories by customer ID.

If that didn’t work

Section titled “If that didn’t work”

There is no per-row re-match and no CSV upload or manual mapping yet; the match page matches by email only.

If Apply matches is refused with “This member is already matched to another Stripe customer.”, that member already has a Stripe customer linked, so a second one can’t be linked to them. The match page can’t leave a single customer out of the batch, so change the email on the extra Stripe customer (step 2 above) so auto-match no longer pairs it with that member, then apply again.

Stripe customer records left unmatched are not linked to any member. Those members must re-enter their card at their next checkout. You can run the match again at any time to match customers you left unmatched on the first pass.

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