Merge Customers

makers18
Excursionist
20 0 171

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 306 (306)
CurlyGirlShop
New Member
1 0 7

I need this as well. Customers are creating accounts with:

1. different email addresses

2. different last names 

3. short version of their full name

Ugh. Not fun.

Hopefully this will be rectified soon.

jcwords
New Member
2 0 8

Please create a way to merge customers. It is needed. 

How duplicates happen:

I have a large customer base of people who have placed online orders. I also do a number of conferences each year, and sales that are run though the POS app often end up under the name that is on the customer's credit card. For example, I have Jane L Doe who just bought books at a conference. All her conference purchases are listed under Jane Lee Doe. This makes it hard to locate all her transactions and keep her information uniformly updated.

MudandHoneyCF
Excursionist
15 0 29

Shopify can we PLEASE get this option!?!!!!

INDIEBANG
New Member
1 0 7

I agree.  I moved away from Square platform to Shopify expecting it to be much better and advanced.  But a simple solution to merge customers is still not an option. WHY?  Please fix this SHOPIFY.  Thank you. 

bpglick07
New Member
1 0 4

Please add this!! It's really a pain to have customers who have 4 emails or who accidentally misspell theirs and we now have two customers for them.

michellegoo
Tourist
8 0 25

I'd like to reply to Rae from Shopify if possible as our store has the same issues with needing to merge customer accounts.  

  1. We have an online and POS presence.  When customers use a different email address online, they now have 2 different accounts.
  2. If a customer checks out at POS and staff forgets to put in their customer name, if they use a different credit card at check out, it comes up as Visa Cardholder, thus creating a different customer account.  When we try to go back and edit the profile, it lets us put the customer name in, but when we put in the email, it says that email is already in use so we cannot add that purchase to the customers profile - thus creating two different customer accounts.
  3. If a name is misspelled on the customer profile, when the customer comes in and staff is looking it up, they end up creating a new profile with the correct spelling, not knowing there is an account, it just needs to be edited.  When we go back to correct the old spelling, we are unable to merge the files due to the 'email already in use' issue.

This makes it difficult to accurately gauge spending thresholds of customers, loyalty rewards for customers (with more than one account), it makes it tedious when returning without receipts because we have to look up their receipts under all of their profiles, it gives an inaccurate count for number of customers when doing emails and it duplicates emails when a customer has 2 different emails on their  different accounts.  

If there could be a way to merge customer accounts without losing any of the purchasing history, that would be fabulous and would get rid of all the issues listed above. 

makers18
Excursionist
20 0 171

We run into the same issue with our customers and tracking them.  The worst, is if they make an error in their email address, we are not able to change it, because it says the correct email address already exists and doesn't link them.  It seems like a basic function that Shopify is ignoring.  I don't understand why this would not be a priority.  😞 

makers18
Excursionist
20 0 171

100% agree and have the same issues you have.  It makes it very hard to track our loyal customers and their true spending habits. 

cherishdesigns
Tourist
3 0 4

I have the same issues. 

Mine comes from someone I know paying outside of shopify (cash at work for eg) and I need to put it in the system and forget that they have ordered in shopify so I accidentally create them a new account. 

Merging these sales and accounts would be very helpful.

Thanks

 

comfrey
Tourist
3 0 5

Seems like a no-brainer.  Why is this taking so long?  It is hard to be a customer-focused business when the tools do not allow for such BASIC functionality.

 

Come on Shopify? 

 

Get on it, please.  Thank you.

apetitestore
Tourist
7 0 14

Yes please I have the same issues I need this !!!

KendraFCP
New Member
1 0 7

We need this as well. We have customers that sign up with their email and then sign up again with their phone number. The SMS alerts do not work as well as the email alerts and we want to merge everything under the email address. This is desperately needed to improve the customer experience. Thank you!

CheeseTherapy
New Member
1 0 8

This is crazy that a solution hasn't been created for this. I just did an SMS campaign to people who haven't placed an order yet. Turns out there were a lot in this customer segment who actually had, just that they had more than 1 account created. Some customers were really pissed off that they were considered someone who hadn't bought before when they had bought many times and were some of my VIP customers. This lack of ability to merge clients is affecting my business' reputation when I do these types of marketing campaigns. Come on Shopify, I pay you a lot of money each month, help us!

Sam

Cheese Therapy

www.cheesetherapy.com.au

 

Tough_Traveler
Excursionist
14 0 58

Yes, we REALLY need this feature.  The problem is even worse than just not being able to keep track of our repeat customers or market to them.  It actually interferes with processing current orders, which is the essential function of Shopify. 

This is what happens: Bob, a long-time customer whose email address is bob*gmail.com places an order, but accidentally types bobb*gmail.com.   Obviously, Bob never gets email confirmation of his order. So, he gets in touch and asks what happened, and I let him know all is well and it's shipping later today.  Then I try to update the order with his real email, but I can't put in his real email address because it's already taken by "Other Bob."  Who is the same guy. 

Now Bob is not going to get his order confirmation (which serves as his receipt), or his tracking number, or any of the other communications the system sends automatically.  And if we need to communicate with him about his order, I and my staff won't be able to look on the order to find his email address - we'll have to remember to look at our notes to find it.

I really can't understand why Shopify is not able to make it possible to merge customers.  It doesn't seem that complicated at all. I wonder if someone could develop an app that did it?

TexasPatina
New Member
1 0 5

Yes we need this feature, its crazy i cant just select the two accounts and merge the data together, the work arounds are impossible.

ScotBell
Tourist
7 0 52

My take is having the customer "fix it" is not a good solution.

The burden should not be on the customer. Likely the customer will be angered were we to suggest this, as the problem isn't their fault.

And it's likely that the customer won't be able to log into the various accounts they have created to consolidate. Were they able to / bother to / remember... then they would likely not have created multiple accounts to begin with.

Tough_Traveler
Excursionist
14 0 58

Asking the customer to delete a duplicate account wouldn't solve the problem, as the issue isn't the customer's own account, but Shopify's recognition of the same customer as different people.

As an example: Lisa has never created an account, but she's placed two orders, one using her email address and one using her phone number.  Shopify considers her two different customers.  It's impossible to add her email address to the order with just a phone number, because that belongs to "Lisa #1."  Obviously, since Lisa doesn't have an "account" there's nothing for her to delete.  And even if she could, what would happen to the order associated with that Lisa? There really needs to be a way to merge Lisa #1 & Lisa #2.

dragonsgarden
Tourist
4 0 16

It's a big problem for people that offer digital downloads. If a customer purchased something and downloaded with email1 and on next order made an order with email2 there is no way for them to go back and retrieve previously downloaded files to have all in one place, unless I make them re-purchase them with a 100% discount code so they can keep a library all in one place.
Had some customers making a new email address that had to re-purchase and download a whole library of 50+ items. :s having a merge function would be just a 1 click thing to get all in one place, while now we need endless workarounds and customer guidance to achieve something that appears to be so simple on other platforms.

Powski
New Member
1 0 3

Come on!

Quickbooks lets you do this. This is a massive PITA. FIX IT, please.

SouthernSpirit
Tourist
3 0 4

We have several duplicates due to: 

the customer checked out via POS and didn't provide email or phone or address and then bought something at a later date online and included all the information. I went back to include her email address in the POS order hoping it would sync but shopify won't allow the email address because it already exists with the other duplicate account. 

It makes a big difference...  between sorting our data by most orders per customer and sorting our data by highest amount spent by a customer.  For example, I have a customer that when I sort the data by amount spent she does not show in the top 5 because of a duplicate account, and it's a discrepancy of over $600 to put her in the top 5.  Same with the number of orders she has placed as well.