Merge duplicate customers

Rich_Hamilton
Excursionist
19 0 81

After being a Shopify customer since 2012 we have many duplicate accounts and there's a significant need to clean this up. It is directly impacting our ability to manage our relationship with our customers. Here's a listing of things I need to effectively manage my customer base:

- Customers need to be able to change their own email address at will. They should not have to contact the Shop vendor to do so.

- When a duplicate customer record is created for whatever reason, the Shop owner needs to have the ability to merge the two accounts to provide a consolidated sales history. Cases where this might occur:

* Customer uses a different email address to make a purchase.
* Customer makes a typo in his email address.
* A Friend or relative makes a gift purchase and then we want to tie that account to the main customers.

We need to be able to "clean" our database as much as possible in order to identify repeat customers and to use tools like anniversary coupons, Sales level discounts, etc.

Also, since we sell digital product that requires downloading, having all a customers orders in a single interface is a must.

I need to be able to query the database on a name, and if the search results generate 2 (or more) records that I know are the same customer then I need the option to merge these accounts, including all order history.

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Rich_Hamilton
Excursionist
19 0 81

Here's another thread from this forum full of people with the same problems:

https://community.shopify.com/c/Shopify-Discussion/Merge-Customers/m-p/963921#M211208

There's another one too, which had even more posts, but I can't find it at the moment.

 

Helen
Shopify Staff
Shopify Staff
1327 167 220

Thanks for your feedback, @Rich_Hamilton. We appreciate that you’ve chosen to use Shopify for so long, and it’s important to us to continue to improve the platform to stay current for an evolving business like yours.

 

We certainly want you to have the best possible relationship with your customers, therefore, I have submitted the following two separate feature requests to our developers on your behalf. Thanks for elaborating on how these are important for the way your business operates. I’ve included your exact reasoning in the submission. 

 

  1. To have the ability to merge customer accounts 
  2. Allowing for customers to be able to edit their own account details, including their email addresses

 

As I mentioned previously within this thread, the Shopify Changelog is the best place to watch for updates to the platform as they happen. Therefore, if/when these upgrades are made, checking the Shopify Changelog is the quickest way to be informed about it. 

 

Thanks again for taking the time to provide your input, and If I can help with anything else, just let me know. 

Helen | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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katiefinn
Tourist
6 0 1

We also are in need of merging duplicate customer accounts. 

For me, it's about point accumulation through a loyalty program and to look up previous orders.

My clerk is entering new customer info instead of looking them up first. We also had an issue with Mailchimp exporting a bulk email list which also created duplicates where an email address wasn't already attached to the customer name. 

Being able to merge customers sales and info is paramount to our loyalty program.

Helen
Shopify Staff
Shopify Staff
1327 167 220

Thanks for contributing to this thread and being specific with how merging duplicate customer accounts would impact your business, @katiefinn. I have passed your feedback along to our development team. Thanks again, and please let me know if you have any other questions or concerns.

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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cgreenejewelry
New Member
2 0 3

Any update on this? We have several multiple accounts - some with misspellings, different emails, etc and would love to find a way to merge!

Helen
Shopify Staff
Shopify Staff
1327 167 220

Hey, @cgreenejewelry. Thanks for checking in!

 

I don’t have an update regarding this, I’m afraid. But I have submitted another feature request for it on your behalf, so thank you for your feedback. Moving forward, the best way to keep informed about any changes to the platform, is on the Shopify Changelog; This is where all recent updates are announced.

 

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

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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alexxduvall
Tourist
3 0 11

Hi - 

Chiming in here as I see someone from Shopify is replying in the thread. Also worth noting is that there is a 14 page thread dating back years filled with explanations of how this is a problem for various Shopify users, different ways multiple customer profiles occur, and what kind of impact that has on businesses. Any progress on this request would be greatly appreciated by the shopify community, and its largely disheartening that no progress has been made in the time that the other thread has been open. 

 

In response to your questions:

 

  • Do you have customers who have placed POS orders and online orders, but end up with two different customer accounts?
    YES! Usually, it occurs when in-store customers don't provide an email, then shop later online and create an account. Being able to merge the two (sometimes several accounts) to accurately track high value customers would be incredibly helpful. 
  • Is this impacting your reporting? (ie. issues caused by typos)
    YES! We cannot generate the lifetime value of our customers at all because of multiple profiles per customer with various orders associated with each. 
  • Are you needing to fully understand how much your large wholesale customers are spending?
    YES!
  • Do you have multiple customer accounts from the same POS, where the buyers have been using different credit cards?
    YES!
  • Have your customers purchased subscriptions through one email, and new orders through another email address?
    Not subscriptions for me, but people not being able to access their purchase history through the account they create. 
  • Do you find your customers are using both a work and home email, but ordering from both, in which case you’d like to have them show up as one distinct customer?
    YES! Additionally, we sell to customers that have associated companies, and having a feature to group customers into companies to see how much they spend would be helpful (but probably wishful thinking). 

Thanks in advance for any help. 

Helen
Shopify Staff
Shopify Staff
1327 167 220

Hi, @alexxduvall. Thanks for reaching out and for answering the questions from earlier in this thread. It really helps to know exactly how being able to merge customer accounts would impact your business; I have passed along your answers and submitted a feature request on your behalf for it now too.


I completely understand your concerns about being able to merge customer accounts. Please know that the Shopify developers are continuously working on improving the platform for both the merchant and customer experience. As you can imagine, they receive a lot of feature requests on a daily basis, and they are doing their best to evaluate and prioritize those improvements that would be most impactful to as many merchants as possible. So, thanks again for your feedback on this, and I’m hoping and advocating for this upgrade as well. The best way to stay up to date on all platform updates is through the Shopify Changelog, so keep checking it!

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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CVT
Tourist
4 0 2

Looking at the changelog it seems that Shopify has invested it's development resources in expanding to other countries, rather than serving the needs of their existing client base. I am also disappointed and more than a little frustrated about getting the same response to every request. 

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