so I have customers that accidentally make multiple accounts using different email addresses. This is causing havoc for our rewards program because our rewards are based on their shopping history. And the shopping history is tied to multiple accounts. So for example if we have a VIP tier that requires $5000 spent, the girls want to make sure that all of their shopping history goes into their rewards account so they can achieve the next year. I am able to move points over within my rewards app when I come to the other other which is easy, but Iām not able to move their shopping history over. I would need to be able to merge the accounts on the Shopify side but I canāt find out how to do this. Please help!
I completely understand your need for merging customer accounts. Often times, a store ownerās need to merge accounts is due to a conflict with a very specific part of their business. So we completely empathize with your situation and need for this feature to be available.
With that said, it is not a feature that is offered at this time. The consolidation of customer accounts can pose problems specifically with the email address associated to the file as customers can easily change or lose access to their email address. This is something our development team continues to work on in hopes of finding a secure way to merge accounts.
I will be more than happy to add your specific scenario to our file regarding this feature request in hopes that it can be resolved sooner than later.
For now, the only workaround I can see for you would be to utilize Customer tags to link accounts together. It might be worthwhile reaching out to the app developers for your rewards program to see if they can merge accounts based on tags on their end.
This has been a concern of businesses for well over 5 years at this point and Shopify has yet to provide a solution. Seems like you should or else businesses are going to go with a more immersive technology.
We need this feature too. Couldnāt your development team build it so that there is an option when merging customer accounts for the merchant to select which of the existing email addresses should be used on the resulting merged account?
We usually end up with duplicate accounts when clients create more than one when placing online orders especially over an extended period (ie years apart).
Tags arenāt very helpful because we really need to be able to view our clients complete order history as easily as possible, not to mention that it doesnāt help with sales data and rewards etc.
Why is this STILL an issue??? I started using Shopify in 2020 and was angry about this issue then. I have one customer who has made SIX accounts now, and itās screwing up the analytics for her. Tags will not fix this issue. Square from day one made it easy for me to consolidate customers, and theyāve been around for longer than Shopify. You need to fix this.
I agree with the other posters on this thread and other similar threads: This really needs to be resolved. We have many customers with 2, 3, or more accounts and the fact that we canāt consolidate means they miss out on VIP Club benefits, and often causes confusion when they canāt see some of their prior orders when they log in, etc. Itās a mess and just continues to get worse.
Shopify developers: There are ways to resolve this, securely, and without causing customers to lose access. As implemented right now, customers are inconvenienced and store owners like me have to figure out inadequate workarounds. If accounts can be merged in apps, they can be merged in Shopify.
Business vs. Private Email addresses (or multiple private / e.g. alias addresses)
users creating an account on the Europe (DE) as well as the International (EN) store
There is a huge need to merge Customer Accounts within as well as across ShopifyStores. Ideally being able to say which account should be the one to keep, migrating all the orders to that account and remove the others.
Merging the accounts and keeping the secondary email addresses as aliases shouldnāt be that hard. It would also ensure if they change email accounts their order history would travel with them
10 year Shopify user here. Weāve wanted this feature and asked for it since 2014. Yeah, it creates a mess. We didnāt even realize how big the problem was until 34 of our top 250 all time VIP customer accounts turned out to be 8 actual people who each had 2 to 6 separate Shopify accounts on our website with different email addresses.
So no doubt thereās a lot of people who have 2 to 6 accounts with smaller spends in each and they ought to be getting more rewards / VIP status / freebies / Klaviyo email followup deals and discountsā¦but our Shopify system canāt recognize them because each individual account doesnāt meet the minimum orders/spend threshold for that VIP customer tier.
That also results in the difficulty in finding information that may have been imparted only on one of 10 past orders-- using an email address different than the one a customer gives when they call in about a pending orderā¦and can cause us to look disorganized, or even make a mistake like ship a ring using 2018ās ring size when the customer notified us in 2021 that their ring size had actually changed. Merging those customer accounts would solve the problems solved by our team often not even realizing multiple customer accounts exist in a need-answer-now-customer-on-the-phone situation.
Shopify has helped provide our family a nice living. We have few complaints. The software is living and breathing and consistently being improved. That said, Iāve also been personally responsible for putting almost $50,000 in revenue into Shopify via merchant fees, membership and extras. I donāt believe this is too much to ask, for Shopify to prioritize getting this done.
We all know repeat, high-spending customers make up a large percentage of any Shopify shopās annual revenue. Shopify ought to be doing everything possible to help Shopify merchants identify these people, form and improve relationships with these top customers and sell them more stuff (even if they have multiple email addresses).
Imagine logging in to Shopify and a card pops up that says āPlease review these 14 customers that may be duplicate accounts, with a matching phone number, name, address or IP address. Merging customer accounts can be a best practice to identify and nurture relationships with top customers-- even when they may have transacted orders using different data at different times in their customer journeyā. THAT card showing up on our Shopify log-in screen would not be ādismissedā. It is far more useful than some of the other new Shopify updates with log-in prompt cards weāve seen recently. That prompt would be acted on immediately!
WORKAROUND for those using Klaviyo (which Shopify just invested $100M into if Iām reading the biz news correctly): Merging two profiles in Klaviyo is easy. You may be able to accomplish some of what you wanted to do in SHopify there instead. Some, anyway. We did.
We also have customers with more than one email address that need to be merged.
It creates always problems and complaints because our discount program (based on purchase history) will not work correctly.
Just wanted to drop in and update those of you who have contributed your feedback to the thread that I have made note of your comments and have added them to the file as per Holly above, regarding the demand to have this as a feature request.
Again, thank you for adding your thoughts and contributing the valuable feedback that you have.
As mentioned above, please consider utilizing customer tags as a workaround to link accounts together.
Iāll be keeping an eye on things and will update here once I have any new information or relevant details.
Thank you for the update andā¦it just needs to be done. No more excuses on this one, please. Itās costing us time and money and other software can do it. I get multiple emails a month over this and Iām a tiny business. Itās not all about owner experience, though it continues to happen and builds the frustration. Itās a customer service issue that makes us all look bad.
Based on Hollyās passion and acknowledging that the lack of this basic merge function is negatively impacting businesses seems like it would be easier if the update described where you were 2 years ago with this issue and where you are now with a fix?
What is the update or what has changed since Holly above said what she said and commented āitās not a feature thatās offeredā and with that being asked (for argument sakes) weāre pretending that Holly above is the 1st person to ever respond to this specific issue?
Itās just hard to imagine the 1st update to this issue of basic needs in the last say 2-3 years was Holly above saying ā¦ā¦.itās not available, just use tags?
Holy cow! We just got the feature! It appears on the Customer page, right
column, in the Customer Data section:
Customer data
MERGE CUSTOMER
InfoNew
Merge two customers into one for a more accurate view of your customers.
This will combine order history and analytics.
But it seems limited or perhaps buggy. The first customer I tried resulted
in this message:
James Jackson has a credit card and canāt be merged.
I also got it yesterday, Iāve been having issues with merging customers with accounts, even after I disable their account. Itās also not possible to keep a secondary email or phone number.
At least something is finally happening!
Merging those customer accounts would solve the problems solved by our team often not even realizing multiple customer accounts exist in a need-answer-now-customer-on-the-phone situation.