Merge Customers

Lauren_Fennema
New Member
1 0 4

Hi! Any update on this feature?

I know Shopify plans to roll out a bunch of new functionality - hoping this has been prioritized. Would be super helpful for Shopify to help:  

1. Scan a set of data points to identify potential customers to merge (first name, last name, ship to address) 

2. Produce a list of customer records that could be the merged

3. Allow us to auto-merge or select records and merge. 

 

Currently we have a ton of repeat customers showing up as "new" due to: 

- originally checked out with email, then checked out again with mobile #

- mis-spelled email

- checked out using a nickname or abbreviated name (i.e. Ginni vs Virginia, Jenn vs Jennifer)

- checked out without email on our POS, then checked out with an email on web

 

As everyone has outlined, it is extremely time consuming to understand new vs repeat customers, not to mention a hit to our business. Retention is the key to ecommerce success and identifying repeat customers is Ecommerce 101. This is the kind of functionality I would expect to be native to Shopify, not pushed to apps or other paid services. 

I love all the perks and partnerships (i.e. marketing tools, facebook stores, plugins, etc) but would also love to see Shopify prioritize basic native functionality like merging or managing crucial data points like repeat customers. 

 

makers18
Excursionist
13 0 91

There has been no progress at all, or at least no communication from Shopify.  It is obviously a major issue for the businesses, but Shopify has not addressed or made this a priority.  Very disappointing as a business owner trying to grow our online business.  

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makers18
Excursionist
13 0 91

Hello!  I would like to see if there has been any progress on Shopify's end to fix this issue that so many business face with customers.  Other than a "work around" is there any way that we can merge customer accounts, so we can properly collect customer data and monitor spending?  

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mrkasmith
Tourist
9 0 3

This is an important feature that we all need.  I've read all 11 pages of comments and it's clear why we too see duplicate customers.  Frustrating.  Let's move forward with improvements that your customers like us request.

joshdane
Excursionist
24 0 7

We are also looking for merge customer functionality. 

Or at least Shopify natively notifying us someone is a repeat customer. 

Bryan_Freefly
New Member
1 0 1

It's disheartening to see how many people have requested this feature and to not see any improvements or updates on it in the changelog or announcements page. 

I reached out to support to find out what workarounds were available and none were offered that help the customer see their collected purchases. In fact, I got the same line from support that you provided, about watching for updates on the announcement page. 

Here's my primary use case, that hasn't been covered in the 11+ pages of comments in this thread: 

- Two employees from the same company place an order on our store, with their unique company emails (name@companyname.com). Someone from the company is the primary purchasing person, and they want to see all of the purchases from their company when they log in, and not just the orders they personally placed. The other software we use for tracking accounts has an option for this, to allow a primary account with secondary accounts or "subcustomers". Think of it as parent and child accounts. With no way to link the purchases across companies, even though they have the same @companyname.com email, the primary purchasing person can't see other orders placed by the company. Nor can we create comprehensive reporting in Shopify for them as a company. This is a bad customer experience. 

 

My secondary use case is: 

- You would be shocked at how many people have more than one email address they use regularly. They place an order under one email, and then their next order is under another. Then contact us from a third email. This creates a wild goose chase on our side to track down their order information. "Yeah, I ordered last week. Has it shipped?" "I don't see any orders under this email address, could you have ordered it under another email address?" "Potentially, I regularly use 4 different emails, can you check them all?" 

 

ScoutsOut
Tourist
6 0 0

No merging still

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ScoutsOut
Tourist
6 0 0

Tried the chat thing. The representative just tried to delete one of the accounts!

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mikeyonaboat
New Member
1 0 0

+1 here that we really need this feature! For our store, because our customers sometimes enter in only partial information (e.g. email and not phone, phone and not email) - so there ends up being two customer profiles for them and it causes a lot of trouble on the customer service end of things. 

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Color_Reinholz
New Member
1 0 0

Is there any update on this, we also need it! This seems like it should be a high priority for shopify given how common the need it

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