Issue: Customer tag-based filters in Shopify Segments (e.g., customer_tags CONTAINS “Subscription Active”) are excluding many customers who have the tag.
Evidence: A specific segment (gid://shopify/Segment/576170131769) omits a known customer (gid://shopify/Customer/6811773993273) that carries the required tag. The reporter can share proof privately due to privacy concerns.
Initial troubleshooting: A responder asked about consistent capitalization (tag case can affect matches) and referenced an older note about multi‑word tags sometimes needing dashes. They also asked if the filters are used within a Flow action (Shopify automation).
Latest update from reporter: Tag casing is consistent. The multi‑word/dash advice pertains to Liquid/product filtering and isn’t relevant here. The issue occurs within Shopify’s built‑in Segments, not Flow. This unreliability blocks a merchant use case: creating a discount code limited to a tag-based customer segment.
Status: Unresolved. No confirmed workaround or fix yet. Key questions remain about why Segments misses correctly tagged customers and whether there’s a platform bug affecting multi‑word tags in Segments.
We’ve recently found that simple filters like customer_tags CONTAINS ‘Subscription Active’ isn’t working as expected. It leaves out a very large amount customers that do contain that tag (and that have for quite a while). It’s easy to prove this and I 'd attach a GIF of this but I don’t want to expose customer information on the forum. Happy to share in a private DM.
In the meantime you can see that this segment:
gid://shopify/Segment/576170131769
does not contain this customer:
gid://shopify/Customer/6811773993273
even though they have the tag that’s specified in the segment
Any help on this would be appreciated! Thank you : )
Just to confirm, is the tag is being used with the same consistent capitalisation casing for all customers? As tags with variations with lower case/ capital case could result in results being filtered out.
I did come across this older stack overflow post that highlights issues with multiword tags and recommends using dashes instead but this may not be practical in your case.
Are you using these filters in the context of a Flow action?
The case is consistent so I dont think thats the issue.
That stackoverflow looks like its related to liquid filtering. We’re just trying to create a Shopify Segment with filters built into Segments but it seems unreliable for some reason.
Customers use tags in a lot of different ways but the most recent example was that a merchant wanted to create a segment to create a discount code that only applies to a specific segment but since the segment isn’t pulling all the customers, Segments is not a reliable feature for them using tags