I have been messaging and emailing with Shopify Support - dozens of times since Saturday - and they don’t seem to think that there is anything wrong at all.
So what am I doing wrong? (or am I actually turning senile - that happens when you’re 68 )
Seriously though - has anyone been having similar problems?
Thanks for the suggestion - Just did that (logged out and back in with a different browser - on a different computer) - with the same result - Zero Customers showing with the “Reseller” tag.
(As for Welcome to the Community - my profile shows an “Original Member” badge - been at this for almost 10 years - but Thank you !)
YES !!! We have over 3,000 customers marked to a particular segment for a discount code that was working perfectly fine yesterday and now only 150 customers are supposedly tagged in that segment. We have now received hundreds of calls from irate customers today. Shopify customer support at the moment is NOT helpful at all. If you go into the individual customer files the info is there, it’s just not showing in the customer segment section where that customer tag is essential apparently. Shopify - clearly you changed something. Please fix ASAP
It’s a real nightmare - and I can’t get anyone at Shopify to even look in to it!
Since Saturday - I have been struggling with Customer Support - starting with a 53 minute online chat - followed by 28 emails (18 from me / 10 replies from Shopify) as well as this posting in this Shopify Community Discussion Forum.
The issue was finally escalated to a ‘tech’ - but with the same result - Customers Support does not acknowledge that there is anything wrong and they seem to suggest that I am just an inexperienced user not familiar with the Admin interface. (I have been a successful Shopify customer for 8 years and have managed, developed, tweaked & configured 5 stores - the current one since 2017).
Not sure where to go now.
I am beginning to believe that it’s impossible to get ‘competent’ support from Shopify (short of paying $2,000+ per month for Shopify PLUS - [email removed]
Yes, we are having the same issue. I can see in individual customer profiles that their tags are correct, but when I filter to create a segment, they don’t appear. The update also meant that all my old ‘audiences’ have been lost too! Shopify help not being helpful at all…
It think it’s time for Shopify to start putting more money into Customer / Technical Support - and less money into marketing (telling the world how wonderful they are)
Do any Shopify Staff read or participate in these forms - or are we just talking to ourselves?
I have just got off a long long long chat with them - it is a known issue and they are working on resolving it within 5 days. We can only wait and hope!
Well - if it’s a known issue - how come they don’t post that somewhere to save all of us hours or even days of work and worry? Obviously - even their own Customer Support doesn’t know that it’s a “known issue” and keep saying there is nothing wrong?
Please continue adding - and describing your problems with the new Customer & Email Segments - to this Thread. Maybe we can eventually get someone (at Shopify) to read it and respond?
I would love to see a segmentation for customers who purchased (or did not purchase) a product containing a specific keyword in the product title. Hopefully the segmentation by customer tag is fixed soon as I can use this as a temporary workaround.
As of Saturday April 2 - this specific problem seems to be corrected.
That said - I must confess that I was very disappointed :
that no Shopify Staff took the time to acknowledge or respond to this thread
that I 'wasted" 20-30 hours of my time - trying to convince Shopify that there was indeed a problem - which Customer Support kept denying (until Thursday March 31)
Now the Customer Segmentation is working - but it’s much less flexible and much less useful than the system of filters that we previously had access to.
Come on Shopify - start spending less on marketing (telling us how great you are) - and spend more on Customer Support - and on better understanding customer needs & requirement!
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