Troubleshoot mail merge

One or more of my customers is not included in the mail merge.

There are blanks in the merged document where customer information should appear.

Fields in the Contact Information form in Customer Manager were not filled in. Enter the information in the form and then try again.

To change information in the form, do the following:

  1. Open the Customers folder.
  2. Select the customer whose information you want to change.
  3. On the Customer Manager Actions menu, click Edit.
  4. In the Contact Information form, enter the information, and then click OK.

I get a message saying the Do not send mail flag or the Do not fax flag has been selected.

In the Contact Information form in Customer Manager, you can indicate whether a customer prefers not to receive e-mail messages, phone calls, mail, or faxes. If one of these options is selected for a mail merge recipient, you will receive a message to remind you of the preference. You can still include the customer in the mail merge.

Customers that I filtered out in Customer Manager are included in the Mail Merge Recipients dialog box.

All customers will be listed in the dialog box. Only the customers that you selected in Customer Manager, however, will be selected as mail merge recipients in the dialog box.

Note   You can use the check boxes in the dialog box to add or remove recipients from the mail merge.

The customer's home address appears instead of work address.

The Use home address as mailing address check box is selected in the Contact Information form in Customer Manager.

To clear the check box, do the following:

  1. Open the Customers folder.
  2. Select the customer whose information you want to modify.
  3. On the Customer Manager Actions menu, click Edit.
  4. Under Communication Options, click to clear the Use home address as mailing address check box.
  5. Click OK.

Contacts from my direct mail list appear in the mail merge instead of contacts from my customer list.

The mail merge was started in the Direct Mail folder. Open the Customers folder, select the customers you want to include in the mail merge, and then try again.

I want to select my customers when I create a mail merge in Microsoft Word or Publisher.

To select your Customer Manager customers in a Word or Publisher mail merge, do the following:
  1. Click Select from Outlook Contacts in step 3 of the Word Mail Merge Wizard, or in step 1 of the Publisher Mail Merge Wizard.
  2. Click Choose Contacts folder, and then select Customer Manager's Customers folder.

Some of the fields in my customer form are not available as mail merge fields.

While you can use your essential customer information when you create a mail merge, not all of the Customer Manager fields are available in the Microsoft Word or Publisher Mail Merge Wizard.