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Possible duplicate indicators

A Possible Duplicate indicator alerts staff that two records share information that may represent the same buyer or submission. The current lightweight matching can use signals such as normalized email, normalized phone, or buyer name together with preferred-lot interest.

The indicator is designed to prevent parallel follow-up and inconsistent records. It is not proof that two people are the same.

When the indicator can appear​

Possible Duplicate may appear on application or lead-related records when the system finds a meaningful match. Examples include:

  • the same email entered with different capitalization or spacing;
  • the same phone entered with different punctuation or country-code formatting;
  • a buyer submits again with the same name and preferred lot;
  • an application and earlier lead share contact information; or
  • staff create a record while a public submission already exists.

Review procedure​

  1. Open the flagged record.
  2. Read the duplicate reason.
  3. Open the other matching record or search using the matching value.
  4. Compare full name, email, phone, project, preferred lot, dates, source, and activity.
  5. Determine whether the records represent:
    • the same submission duplicated;
    • the same buyer providing updated information;
    • the same buyer at different stages;
    • family members sharing contact information; or
    • different people who happen to share a signal.
  6. Decide which record should receive the next activity according to business policy.
  7. Preserve both records until an approved correction or merge process is available.
  8. Document the review outcome.
It does not block or merge

The indicator does not prove two people are the same, block intake, reject an application, or merge/delete records automatically.

Same buyer, different submissions​

When records are confirmed as the same buyer:

  • avoid contacting the buyer twice from different owners;
  • identify the most current information;
  • preserve the earlier history;
  • link or reference the related records where supported;
  • close or mark duplicate work only through the approved process; and
  • continue from one clearly owned workflow.

Shared family contact​

Two buyers may share a phone or email. Before treating the records as duplicates, compare:

  • full names;
  • lot/project interest;
  • application details;
  • relationship context recorded by staff; and
  • separate customer/contract information.

Do not merge family members merely because they use one household phone.

Example: same buyer, different phone format​

Selena Training submits an inquiry as 501-600-1000 and later applies using +501 600 1000.

  1. The application is flagged.
  2. Staff compare name, email, lot interest, and activity.
  3. The records are confirmed as the same buyer.
  4. One owner is assigned for follow-up.
  5. The newest verified phone format is used according to policy.
  6. Both submission histories remain available.
  7. The application review continues normally.

False positive example​

Two fictional buyers named Daniel Lopez are both interested in Training Gardens Lot T-07, but their email, phone, and application details differ.

Staff record that the indicator was reviewed and the buyers are distinct. Neither record is deleted or blocked.

Escalate when​

  • financial records may be under different customer accounts;
  • two contracts appear to represent the same buyer/lot;
  • merging would affect applications, payments, or Audit Trail;
  • identity cannot be confirmed safely;
  • a user asks to delete history; or
  • the duplicate logic appears to flag records incorrectly at scale.

Common mistakes​

  • Assuming the indicator proves duplication.
  • Ignoring the flag and creating duplicate tasks or reservations.
  • Deleting one record without reviewing linked applications/payments.
  • Merging family members who share contact information.
  • Contacting the same buyer from two owners.
  • Treating a possible duplicate as a reason to decline an application.

Suggested training media​

Screenshot space: Add a flagged lead/application screenshot showing the Possible Duplicate badge and duplicate reason.
Screenshot space: Add a side-by-side comparison with name, normalized email, phone, preferred lot, source, dates, and activity highlighted.
Diagram space: Add a review decision tree: Match found → Compare identity/context → Same buyer, shared contact, or different people → Assign ownership/correction or record false positive.
Video space: Record a 5-minute walkthrough of one confirmed duplicate and one false positive. Demonstrate how to prevent duplicate follow-up without deleting either record.