In the past, the default behavior was to search, now it assumes we are adding a new customer to the system. Sometimes it takes multiple taps to enable the search field. This really slows down our checkouts at the POS and goes against our desired workflow. It’s there a way to select the default behavior for that button?
Topic summary
Main issue: On Shopify POS (Point of Sale), the “Add Customer” button began defaulting to creating a new customer rather than searching existing customers, adding taps and slowing checkout.
- Reported impacts: multiple taps to reach search; missing “Add new customer” from the search screen; the search inside “Add a customer” is slow/unresponsive. Workarounds include using the main search bar then filtering to Customers.
- Additional friction: cannot set “accepts marketing” (email/SMS opt-in) during checkout, leading to end-of-day updates. Users also cite broader POS regressions (extra steps for customer search and adding items; no manual returns).
- Shopify response: A staff member acknowledged the feedback and submitted it to the development team.
- Update noted: One participant reports the “Add new customer” button was added back to the search flow last week, improving that specific pain point.
- Open questions: It’s unclear if the default behavior has reverted to search-first or if search performance has improved. Several users still request making search the default and reducing steps. The discussion remains open.
7 Likes
Shopify, please add back the “add new customer” button back to the search page when a customer isn’t found. Without this button, you have to close the search and re-type the name into the New Customer fields when ringing up a sale on the POS. So clunky.
3 Likes
I’m having that issue, too. We found that we have to use the main search bar to find the customer and then click on “Customers.” The search bar within “Add a customer” doesn’t work at all–or at least not in a timely fashion. This is one of the WORST changes Shopify POS has ever made. I don’t understand why they’d add MORE steps to a process instead of fewer. It is creating a lot of extra work for us, including end-of-day additions to “accepts marketing” when we add new customers since we can’t do that in the checkout screen anymore.
2 Likes
experiencing the same issue, this does no seem to be the correct flow.
1 Like
Hi folks,
Thank you all for your feedback on this change and I have gone ahead and submitted your comments here to our development team for their consideration. We appreciate you taking the time to share your feedback with us.
I’m so annoyed by this change. It makes no sense. There are now more steps to find a current customer or add a new one. The way it was was one of the few things that worked well.
2 Likes
We noticed this button was adding back last week, THANK YOU!!
I gotta admit. Every update they’ve made this year has literally just added extra steps for the most basic of task. It’s clear the developers have never actually worked in retail.
No manual returns STILL
Searching customers now requires extra steps
Adding items to cart from a search now requires extra steps
THey have made literally everything more complicated and time consuming than it’s ever been.
1 Like
Have you ever received a response to this question? We also need the default behavior to search current customers rather than assume we are adding a new customer.