Why are customer tags not correctly assigning in the admin interface?

Shopify Discussion
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Topic summary

Issue: In the Shopify admin, customer tags (labels on customer profiles) are not persisting/updating, which breaks segments (dynamic customer groups used for email marketing). The OP reports customers disappearing after page load; after tagging all customers and segmenting those missing the tag, ~70% did not update.

Context: The OP says there’s no direct way to file a support ticket. Upload limits (allowing only .mp4 and .csv) led them to attach a converted file; they can provide a video if needed.

Responses: Another merchant tested and could not reproduce; requested more details and noted images/videos can be attached.

Staff request: A Shopify rep reviewed the file and found missing information, shared the expected tag-filter flow, and asked for:

  • A screenshot of the customer-tag filter in use.
  • A screenshot of a customer profile showing the tag applied.
  • A screenshot showing that same customer missing from the segment.

Status: Unresolved/ongoing. Next step is for the OP to supply the requested screenshots/video so the team can verify whether the issue is store-specific or broader.

Summarized with AI on January 17. AI used: gpt-5.
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Hi, there doesn’t seem to be a way to lodge a support ticket for this issue.

When using the shopify admin interface, customer tags aren’t being correctly assigned to customers (and as such, segments don’t work for emails).

This is obviously a shopify issue, and it’s frustrating there’s no direct form of support for this. Here’s some screenshots simply showing customer numbers not updating properly. Customers disappear after the page loads…etc.

To test this, I tagged all customers with the same tag, and created a segment to show which customers don’t have that tag. Currently, 70% of tags are not being updated.

Given you can only upload .mp4 and csv files (not screenshots…?), I’ve uploaded a converted file. I can make a video if it’s really necessary, but this is a lot of hoops to jump through when it appears this issue is already over 6 months old (looking at older forum posts).

Any help to get this resolved ASAP would be much appreciated.

1 Like
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Hello @CaptainDev

I’ve tried on my store and found all the tags to be working well.

Can you give me more details about this case?

You can drop an image and a longer video as attachments to your reply :slightly_smiling_face:

Cheers,

1 Like
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Hi, @CaptainDev

Thanks for posting. I hope your day is going well!

I understand you’re having issues with customer tags. I took a look at the file you updated and it was missing some information. As you can see from the screenshot below, when filtering based on customer tags you are shown a certain flow. Can you please provide a screenshot of a filter based on the customer tag? Additionally, please provide an example customer via screenshot that has the tag applied, as well as a screenshot of the customer missing from the segment. Thanks in advance!

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