Merge Customers - Feedback and questions

[Shopify]

Earlier this week we added the ability to merge customer profiles.

We’ve followed up in the various topics that have been posted about this followed by starting this topic so we could collect your feedback and questions.

You can now merge customer profiles. Thanks to your advocacy and feedback - you can merge customer profiles to ensure you have the most accurate view of your customers.

Identify duplicated customer profiles with the same name, phone number, email address, or another overlapping attribute then merge customers to make sure you maintain quality customer data.

To merge customer profiles:

1. Search for a duplicate customer in the Customers page of your Shopify admin
2. Click on the customer’s name and review their customer profile data to identify what data needs to be kept or removed. 
3. Click into one of the duplicate profiles 
4. On the bottom right of the profile you will see a heading called, Customer Data
5. Click the button in that section that says Merge customer
6. Search for the customer profile you intend to merge. 
7. Complete the merge steps. 

Keep in mind, not every customer profile can be merged. There are some limitations for merging profiles that you can review in the Shopify Help Center.

We know this has taken time, and we appreciate your patience. We are excited to be launching this improvement for you today and look forward to hearing your feedback so we can keep improving your experience maintaining customer data in Shopify.  

If you haven’t already make sure you review the Shopify Help Center; Managing customers section which contains a new area, Merging customer profiles and let us know your thoughts! 

[taylortoolworks]

We just tried this with one of our customers and it worked! It was one of our customers who made an order with a typo in their email. We merged the wrong customer profile to the right one and the information and orders merged with it.

We had to double check the email though. We went to the correct customer profile and merged the wrong one to it, and we weren't able to review the information to see which email would be the one it would default to. The wrong customer email is the one that defaulted (which was odd to me considering we were merging to the correct customer profile). It was an easy fix to update the email on the merged profile, just something to be cautious of moving forward.

Thank you Shopify staff for fixing this.

[hstb]

Need to be able to merge any accounts. If that means deleting cc info,
fine. If that means resetting passwords, fine.

[SCTrading]

Works now for us too. Issue seems to be solved. Thank you!

[Dan_Knowlson]

Thank you, that's a long-needed feature. So far so good with my tests

What would be a great addition would be to have the ability to hit a button that runs a search that highlights potential duplicate accounts (based on email, name or whichever field we specify) without us having to specify an actual name/email/etc

There are bound to be duplicate accounts that I'm not aware of and this would help tidying the customer database

[Biordi]

Thank you for adding this feature. Can you add the ability to SORT by last
name & first name?

[Biordi]

Thank you for adding this feature. I have 1-more request: the ability to SORT the Customer Database by Last Name & First name?

[Rachel_Marshall]

this is great news!! thank you.

[MrLaundry]

Very good news... I only have one problem, it tells me that it cannot be merged "because the client has metafields", and I don't use metafields at all!

[MrLaundry]

I have an even more serious problem, I managed to merge a client but it leaves the statistics at ZERO, number of orders and Average value of orders (see attached)

[yeshe]

Great news!

[Katdrawdy]

THANK YOU! It's working for us! 

[Dirk]

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@Biordi wrote:
Thank you for adding this feature. Can you add the ability to SORT by last
name & first name?

---

Hey, @Biordi! We really appreciate your input on suggesting some additional sorting functionality by first & last name. Although we don't have a timetable for this being considered to roll out as a feature, we certainly appreciate the feedback. I've gone ahead and submitted this feedback to our development team for potential future implementation. 

If there is anything else I can help you with, please let me know.

[Dirk]

---

@Dan_Knowlson wrote:

Thank you, that's a long-needed feature. So far so good with my tests

What would be a great addition would be to have the ability to hit a button that runs a search that highlights potential duplicate accounts (based on email, name or whichever field we specify) without us having to specify an actual name/email/etc

There are bound to be duplicate accounts that I'm not aware of and this would help tidying the customer database

---

Hey, @Dan_Knowlson! I totally see how that could be both beneficial and time-saving to merging customers. I'd be happy to pass this feedback along to our developers for potential future implementation.

If there is anything else I can help you with, please let me know.

[ekeshen]

Hi Dan, 

Thanks for your reply - glad to hear it's working for you. 

Identifying the source of duplicates and surfacing them for you in the Shopify admin are top problems our team is working to solve. We will keep you and the community posted as we have update. 

[ekeshen]

Hey MrLaundry, 

Please submit a help ticket with this issue - https://help.shopify.com/en/support/login so our support team can gather more context and help resolve the issue. They will need to see the example of the customers you are merging where the merge is blocked for this reason. That will help them better investigate. 

[ekeshen]

Hi MrLaundry, 

Thanks for sharing the screenshot here. The product team is working to resolve this for you and I will share an update asap. 

[tmc222]

When attempting to use this feature we receive an error message "Customers can't be merged. Customer merge failed." without any other information as to why.

[ekeshen]

@tmc222 It sounds like there could be an issue, but the team would need to investigate further. Please submit a help ticket here - https://help.shopify.com/en/support/login - and our team will be able to follow up with you specifically. 

[LB_B]

Customers must be-able to have more than one email address. It is critical as many retail customers order under different email addresses. In addition many business require duplicate correspondence to be emailed to different people within an organization which requires 2 or more email addresses! This is critically important.