Merge Customers

makers18
Excursionist
20 0 176

Has there been any updates or progress on the ability to MERGE CUSTOMER ACCOUNTS that are duplicates?  We have a ton and we basically began online sales in early March.  This is really needed to keep up with past orders and preferences.  We also offer rewards for our repeat customers and this system has really made tracking sales difficult.  

 

 

Replies 326 (326)
Steve-RtBS
New Member
1 0 5

Bump.

 

This 'feature' was just added to Wix.  WIX and not shopify???  C'mon Shopify

Asimov, Heinlen, Rodenberry. Think, challenge, question.
Paul_vd_Dool
Shopify Partner
77 6 66

@ShiftSetGoI'm certain it worked like that short after Shopify added it in January but it didn't work like that anymore since February. I've reported it as a bug with Shopify but I haven't heard anything back yet.

If you look at the complete customer list it will show the number of orders. If you move all orders away from an account, it will still show the previous order amount. And on the customer timeline it will also show the orders still. That's probably the reference it still has to the order and therefor you can't remove the customer.

Doppelganger - Managing duplicate user accounts
Tremis
New Member
1 0 2

I remember leaving Square to come to shopify because there were basic functions that they left go unattended for years. Yet somehow they have had the ability to merge duplicates since day 1. I can see me leaving shopify for the same reason.

TastyTiger
New Member
2 0 3

It's been a couple of years, have your devs fixed this issue yet? It is a serious problem for us as well and frankly I'm tired of having to spend so much time on "working around" it. 

TastyTiger
New Member
2 0 3

Doesn't matter how duplicates happen, matters that we can MERGE them when it does. 🙂 Seriously, doing the right work is making them mergable. Just removing the barrier when I try to change customer X's info on one of their "extra" accounts could work. It won't allow me to add an email address for that customer if it's "already in use." Remove that baloney from the admin side and we all win. 


The duplicates happen when a customer orders and somehow the system didn't catch their email, or when they order with different email addresses, or when they order with just a phone number.

Some of my customers have 3-4 accounts at this point... Of course it's the better customers that I want to treat well but cannot do so in any reasonable fashion. 

Time to spend more time on this than whatever you're spending dev time on yet? 

nb11
Tourist
3 0 2

Still waiting on the 'simple' feature to be added, so I don't have to buy another freaking app....

happyhounds
New Member
2 0 4

At the very least, would it be possible to add how many purchases a customer has made next to their name when we call them up on the POS? For example, if a person has six duplicate accounts (which is now the reality with tapping credit cards), if there was a number of orders next to the name (John Smith (40 orders)), we would no longer need to hunt for their correct order. As it stands, we have to open each account while the customer stands there just to be sure we are putting their order under the correct account.  It is quite frustrating for both of us. In my area, people loathe giving out their email address to yet another store so we don't often have them for accounts.

AlexaGJemima
Tourist
3 0 7

I don't know if anyone has discovered this yet. It's not merging, but today I realized that from the back end I can delete a customer from an order and assign a new one. A little bit longer than doing a "simple" merge, but it definitely solves the problem of having multiple accounts. You can just delete whatever order went under the wrong name, or alternate name, and reassign to the one you'd like to use. 

I hope this helps, I got so excited when I realized this!

BrandyFS
Tourist
3 0 1

Thanks @AlexaGJemima ! It took a while, but I deleted and added the correct customer file to all of the past orders for one of my customers, and now I have to hope Shopify will catch up and show he has no orders instead of 8 tied to the wrong account so I can delete it eventually. Crossing my fingers it works!

Abdalla89
New Member
1 0 3

Hi Rae,

 

Any updates regarding merging customers. I just moved to Shopify, and I have added all my old customers and orders in person. Now, a returning customer has made an order and a new account was made. the previous account that I made was with his phone number, and now he used his e-mail, although his phone number is on the shipping information of the order. 

 

When I tried to add his number it says that the number already exists, it would be very great just to have the option of merging either by e-mail or phone number, if any conflict was found.

Tough_Traveler
Excursionist
15 0 60

@Abdalla89 Look above the customer name on the order, and you will see the option to
Remove Customer. Remove him and then click "Add customer" and add the
"original" version of him. You should be able to then delete the duplicate
account and add his email address to the original account.

edcorusa
Tourist
9 0 0

Yes, it would be very helpful to merge customer data. I have been using Shopify for just over six months and it seems they are not willing to correct issues or add features their customers want or need.

BrandyFS
Tourist
3 0 1

I'm still trying to delete the duplicate customer file on mine. I changed all his orders to the correct account, but it still shows he has 8 past orders on the incorrect account even though I click on the file and it says the customer has no orders. Therefore, the incorrect file will not delete. It is super frustrating and I have to hope he doesn't use the wrong file to order again next month. 

WDSAdmin
New Member
2 0 3

You can not delete the old customer after you reassign the order, as the database still has ties to it. Additionally, if you sell digital content like we do you must go into that platform (for us it's FetchApp) and also make changes to the order to make its download accessible to the customer. Manageable for a single order, unacceptable for any amount of volume.

 

This "change of customer" is a band aide at best, and a poor one at that.

flagsaflying
Tourist
3 0 3

We would also love to see this feature added to eliminate duplicate accounts. I know there are ways to move orders however you can't then delete the one account that you've moved the order off of so it stinks either way as you still have a duplicate and it's likely that the wrong account could be used again in the future. 

herhappyplace
New Member
1 0 1

How many years is this issue going to go on? It seems it should be an easy fix. It is very common in other systems. There is no sure way to stop it from happening when you have online and in store complicated with new staff. It is super frustrating!!!

NorthArrow
New Member
2 0 1

@Shopify C'mon guys, this should be a basic feature. 

swestypants
New Member
1 0 0

Has there been an update to this? We've noticed an uptick when people choose to use PayPal. PayPal seems to override the email they are using to check out - which has made it really frustrating and impossible for customers to maintain their rewards. 

Paul_vd_Dool
Shopify Partner
77 6 66

Shopify is actively working on a solution. I can't say when we can expect anything.

Doppelganger - Managing duplicate user accounts
JAYTAY
Tourist
5 0 9

@Shopify Please can you tell us when this is going to be fixed or implemented? We have thousands of customers that need to be merged. This doesn't make the customer experience very helpful for ecomm owners.