There are Two possible reasons duplicates happen - Either there is two or more profiles in your registration system for the same child OR the parent accidentally selected the same child twice instead of creating/using a sibling profile to complete the record.


USER ERROR - LEGAL GUARDIAN SELECTS THE SAME CHILD TWICE

Parents may not be aware that common information for families automatically populates for siblings. So they may do the record for Child 1 and when they come to complete it for Child 2, they select the profile for Child 1 instead of creating a new one.


For example, in the case below, the request if for William. The parent should click on "Create a new profile", but they may choose Walt or Willow's profile instead because they missed that the invite was for William or they want the info from Walt's account to transfer over.


For Organizations, this will then show as a Duplicate without a matching Submitted record.

In this Example: William's information is listed for Walt Jr.


Why wasn't this duplicate flagged?

ePACT identifies duplicates based on parent action. We only know it's a duplicate if a parent re-selects the same child when they get a new request. It's possible that parents will makes mistakes and there isn't really a duplicate. When this is the case, the best course of action is to reset the members and re-invite them, explaining they need to ensure the NAME on the request and the PROFILE they select matches. 


But if a parent choose to create a brand new profile for their child instead of selecting an existing one, we won't be able to tell it's a duplicate. In this case, you'll need to determine which member ID you wish to use and merge it on your REGISTRATION SYSTEM. The extra record will then be moved to the Disconnected tab on the next API Call.


How do I fix this?

As mentioned earlier, this happens when a parent accidentally selects the same child more than once for the same organization, submitting information for one or more sibling all under one invite. For your organization, you will see this:


If this is the case, this is user error and the parent will need to review all records and make sure to carefully select the right dependents for each invite as each invite is connected to the specific group the child is registered for.


To address this, please click on the "Edit" icon and "Reset Member".


 


Then send them a new invite and add an explanation in the text box of the invite to assist families in knowing what they did incorrectly. Alert the family that they will need to review all records and that they must carefully read who each request is for.




An Example of what can be sent to the parents: 


Dear Parent, 


It looks like you selected one of your children twice when completing their ePACT record. Please note that each request is unique for each child, so the correct profile must be selected for each request. 


I will re-send you all 3 requests shortly. Please be sure to check the name on each request and match it to the correct profile in your ePACT account. If the profile does not yet exist- ePACT will prompt you to create one - it will be the first choice given and it will say "Add and Accept". 


All common family information will pre-populate, so you'll only need to fill out the specific health information for this child. For the existing profiles, it will only a few seconds to review. Doing this ensures we have the correct information for each child, so we can best support them in case of an emergency. 


Thanks,


{Your Name}.