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.
1. DUPLICATE PROFILES IN YOUR REGISTRATION SYSTEM
Every member in ePACT is identified according to a unique Member ID. Occasionally, parents (or organizations) might accidentally register the same member using a different Member ID in your registration system, either in the same or subsequent years. When this happens, your organization’s registration system assigns a NEW member ID to the same child. Since ePACT doesn't know it's the same child, it creates a duplicate record in your organization dashboard.
For Example:
1. Parent registers Child 1 for Week 3 of camps and receives an ePACT request which they complete and submit.
2. Parent (or organization) registers Child 1 for Week 6 of camps but uses a different login in your registration system.
3. This creates a duplicate record for the same child in ePACT and the parent receives another ePACT request.
2. 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 say 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 Jess. The parent should click on Add and Accept the first profile- but they may choose Yanira or Kelly's profile instead because they missed that the invite was for Jess or they want the info from Yanira's account to transfer over.
For Organizations, this will then show as a Duplicate without a matching Submitted record.
In this Example: Jess's information is listed for either Yanira or Kelly.
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 three 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.
Here is another example:
You will be able to see this as the records will have different names:
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.
Be sure to also send the a reconfirm to the other sibling record as well - as you won't be able to tell which information is for which sibling.
1. Alert the family that they will need to review all records and that they must carefully read who each request is for. For example:
-----------------------------------------------------------------------------------------------------------------------------------------
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}.
----------------------------------------------------------------------------------------------------------------------------------------
2. For the Duplicate record, click on the Edit Icon and then click on "Reset Member"- followed by "OK". Click on "Save".
This will put this record back in "To Be Invited".
3. This will return to the All Member Records tab, with this record selected. Click on Message Members>Invite and follow the prompts to invite this member again.
4. Now, select the other sibling records who are in Submitted and click on Message Members>Reconfirm and follow the prompts.
