Why can't we merge customer accounts on Shopify?

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Why can't we merge customer accounts on Shopify?

sehressential
Visitor
2 0 17

Starting a new thread for this because it needs the attention. NEED to be able to merge customer accounts. Shopify has 5000+ employees. There's no reason they should not have this feature added yet. Store owners have been requesting it for 7 years.

Accepted Solution (1)

stellalee
Shopify Staff
16 9 11

This is an accepted solution.

Hey there! I’m happy to announce that you can now officially merge customer profiles! Thanks to your advocacy and feedback - you can merge customer profiles to ensure you have the most accurate view of your customers.

Identify duplicated customer profiles with the same name, phone number, email address, or another overlapping attribute, and then merge customers to make sure you maintain quality customer data.

To merge customer profiles:

  1. Search for a duplicate customer in the Customers page of your Shopify admin.
  2. Click on the customer’s name and review their customer profile data to identify what data needs to be kept or removed. 
  3. Click into one of the duplicate profiles .
  4. On the bottom right of the profile you will see a heading called, Customer Data.
  5. Click the button in that section that says Merge customer.
  6. Search for the customer profile you intend to merge. 
  7. Complete the merge steps.

 

Keep in mind, not every customer profile can be merged. There are some limitations for merging profiles that you can review in the Shopify Help Center.

We know this has taken time, and we appreciate your patience. We are excited to be launching this improvement for you today and look forward to hearing your feedback so we can keep improving your experience maintaining customer data in Shopify.  

Stella | Development Manager @ Shopify

View solution in original post

Replies 32 (32)

MEVEI
Visitor
1 0 11

I am looking for this option as well. Duplicate customer accounts created due to different email addresses create a confusion. If the merge feature is added, it will be easier to track sales. It has been years that I am surprised Shopify hasn't done anything!

Steve_Coulton
Tourist
10 0 33

AGREED and I'm sick of being ignored.

This is BASIC customer account management in EVERY system but Shopify.

Requests from hundreds and hundred of shopify users for our stores since before 2016.

Are they joking?

Select customers, check box, check box - MERGE.

Done.

 

PLEASE RESPOND with WHY this is continually ignored and NOT added by now?

 

I've had enough.

chubbell
Excursionist
12 0 11

SERIOUSLY THE WAY TO DO IT!! SHOULDN'T BE THAT DIFFICULT!

drluedke
Visitor
2 0 8

Also looking for this ability--- seems like it's been been requested by other Shopify users for over 5 years.  How is merging customer accounts not possible yet????!

JohnC
Shopify Partner
74 0 177

I am now raising a support request for every duplicate and triplicate I find asking them to merge the accounts so the customers can see their full order history. I know what the answer will be but I might as well waste the support teams time as I have to waste a lot of time explaining I'm using a platform that can't do this! 

chubbell
Excursionist
12 0 11

SHOPIFY REALLY NEEDS TO FIX THIS!!! I HAVE BEEN TRYING TO FIX IT ALL SUMMER AND I'M LOSING MY MARBLES!!! SHOPIFY - CAN YOU PLEASE GIVE US SOME SORT OF WAY TO FIX THIS????

Michael_Bennet1
Tourist
4 0 5

Adding my name to the request for a Customer Merge feature.  Have a customer that input his email incorrectly on an order.  I can't edit his email to the correct email address because he has previous orders with us in the past.  How do we fulfill his order and have him receive email notifications when his email is incorrect and I can't change it to the correct one? We will manually send him emails about his order shipping, tracking#, etc, but it is unprofessional and confusing to the customer... who called us to let us know he input his email incorrectly.  Definitely would like to see a customer account merge feature!

JohnC
Shopify Partner
74 0 177

In my continued quest to get this noticed I am now tracking all threads that have requested this. This is the current list:

https://community.shopify.com/c/Shopify-Discussion/Can-we-merge-mulitiple-customer-accounts/td-p/347...

https://community.shopify.com/c/Shopify-Discussion/Merging-customer-accounts/m-p/714494

https://community.shopify.com/c/Shopify-Discussion/Merging-customers-within-Shopify/td-p/271768

https://community.shopify.com/c/Shopify-Discussion/Merging-customer-accounts/m-p/385219

https://community.shopify.com/c/Shopify-Discussion/Can-we-merge-mulitiple-customer-accounts/td-p/347...

https://community.shopify.com/c/Shopify-Discussion/Merging-two-customer-accounts-into-one-still-not-...

https://community.shopify.com/c/Shopify-Discussion/Merging-customer-accounts/m-p/385189

https://community.shopify.com/c/Shopify-Discussion/Will-we-ever-get-the-feature-to-merge-customers/m...

https://community.shopify.com/c/Shopify-Discussion/We-should-be-able-to-merge-Customers-by-Dragging-...

https://community.shopify.com/c/Shopify-Discussion/Editing-customers/m-p/744576

https://community.shopify.com/c/Shopify-Discussion/Merge-two-customer-accounts-into-one/td-p/199735

https://community.shopify.com/c/Shopify-Discussion/Merge-two-customer-accounts-into-one/m-p/864655

https://community.shopify.com/c/Shopify-Discussion/Merging-Customer-Accounts-wanted-for-over-SEVEN-Y...

https://community.shopify.com/c/Shopify-Discussion/Merge-Customer-accounts/m-p/793090

COME ON SHOPIFY - LISTEN TO US AND GET THIS FIXED

VintageAlchemy
Tourist
8 0 18

Please see the last post regarding ALL of the threads requesting this. WE NEED THIS FIXED .. and thank you to the person who put that post together with all of the threads. It's very much appreciated.

JohnC
Shopify Partner
74 0 177
JohnC
Shopify Partner
74 0 177

I'm keeping on updating this thread of threads for merging customer accounts. I found one duplicate in my thread list and a couple of more threads. Latest full list below:

https://community.shopify.com/c/Shopify-Discussion/Can-we-merge-mulitiple-customer-accounts/td-p/347...

https://community.shopify.com/c/Shopify-Discussion/Merging-customer-accounts/m-p/714494

https://community.shopify.com/c/Shopify-Discussion/Merging-customers-within-Shopify/td-p/271768

https://community.shopify.com/c/Shopify-Discussion/Merging-customer-accounts/m-p/385219

https://community.shopify.com/c/Shopify-Discussion/Merging-two-customer-accounts-into-one-still-not-...

https://community.shopify.com/c/Shopify-Discussion/Merging-customer-accounts/m-p/385189

https://community.shopify.com/c/Shopify-Discussion/Will-we-ever-get-the-feature-to-merge-customers/m...

https://community.shopify.com/c/Shopify-Discussion/We-should-be-able-to-merge-Customers-by-Dragging-...

https://community.shopify.com/c/Shopify-Discussion/Editing-customers/m-p/744576

https://community.shopify.com/c/Shopify-Discussion/Merge-two-customer-accounts-into-one/td-p/199735

https://community.shopify.com/c/Shopify-Discussion/Merging-Customer-Accounts-wanted-for-over-SEVEN-Y...

https://community.shopify.com/c/Shopify-Discussion/Merge-Customer-accounts/m-p/793090

https://community.shopify.com/c/Shopify-Discussion/Customer-Record-Account-Management/m-p/398567

https://community.shopify.com/c/Shopify-Discussion/shopify-does-not-allow-duplicate-phone-numbers/m-...

https://community.shopify.com/c/Shopify-Discussion/Merge-duplicate-customers/m-p/827533

https://community.shopify.com/c/Shopify-APIs-SDKs/Updating-customer-email-is-duplicating-account/m-p...

https://community.shopify.com/c/Shopify-Discussion/Do-merchants-care-about-duplicate-customer-record...

https://community.shopify.com/c/Shopify-APIs-SDKs/Detecting-When-Customer-Changes-Email-Name-Address...

https://community.shopify.com/c/Shopify-for-Retail-Stores/Loyalty-Program-used-from-POS/m-p/851740

Come on Shopify listen to us and get this fixed!  I don't want to move to an alternative product but one of these days I(we?) will if you don't give us this.

John

readwithme
Tourist
8 0 16

Yes I'm literally begging! In the very least we need to be able to connect a customer order to an existing customer instead of having to keep deleting customers because there is a duplicate email address. There's not even an app that comes close to managing this and it's so essential. Maybe start by allowing duplicate email address and have a way to connect orders to customers manually? 

JohnC
Shopify Partner
74 0 177
balladofthebird
Excursionist
13 0 13

Get with it Shopify. FIX THIS.  Also share customer info between Shopify accounts like square. Definitely need to learn from square here. 

JohnC
Shopify Partner
74 0 177

I'm now signing up to shopify virtual events and submitting advance questions such as this: 

I have a big problem with duplicate customer accounts caused by changes, mistypes, etc. which gives a poor customer experience (customers can't see all their order history) and makes managing my subscription customers and loyalty schemes very hard. I would like to know how other merchants are handling this. Note shopify don't seem to want to fix this despite seven years of asking.

I will hopefully get the opportunity to post links to the list of threads about this in the virtual event chat window.

I suggest all fellow sufferers do the same. Yes I want feedback from other merchants but many attendees are likely to be people considering shopify as a platform and such a discussion may put them off - and it will hopefully embarrass the shopify people on the call. Perhaps a bit more negative publicity might make shopify do something.

I've got a huge ecosystem built around shopify with a lot of automation and I really don't want to change. This is the only thing making me continually looking at alternative platforms. The latest one I'm exploring is swell.

John

JohnC
Shopify Partner
74 0 177

Message from the co founder of Swell. Ok it's not out of the box but I can easily add it in with a bit of code, unlike shopify where it cannot be done:

Hey John,

Yes, you are correct -- merging accounts could be done with the API (order history, etc). Then you could archive, delete or disable the account that's a duplicate.If that sounds like a viable solution, we think that your bookstore + magazine subscription would be a great fit for Swell. Happy to chat more and see if what can make your migration over from Shopify easier.

Oh ya, can you send over the URL for your current site? Would love to check it out.
Cheers,
Mark

I just wish @tobi (shopify CEO) would respond that way. I'm going to start a swell sandbox store to try it out. They offer subscriptions out of the box too. I wouldn't even contemplate using subscriptions in shopify unless I can clean my duplicate customers.

John

 

 

DAVE_YANCEY
Visitor
1 0 2

Everyone that wants this feature should contact Shopify directly to let them know that it is important to them. That's the only way we'll get them to add the feature.

gustahaus
Visitor
2 0 2

If there is a covert reason why Shopify cannot allow merger of customer accounts, at least give us an answer.  Avoidance does not solve problems.

Associating itself with TikTok, a China controlled company alleged of social espionage, seems to be of a higher priority than providing fundamental feature such as this to Shopify.  How disappointing.

Red_Stick_Spice
Trailblazer
169 0 76

Its 2021...THIS MUST BE FIXED NOW

What is the status of this request? WE MUST KNOW WHAT IS GOING ON

We receive daily email from customers that either cant find past orders, made a purchase but didn't receive credit in our Rewards Program, or want to change their email address and cant because it already exists.

WE RECEIVE DAILY EMAILS AND PHONE CALLS WITH THESE ISSUES.

Yes, WE RECEIVE DAILY EMAILS AND PHONE CALLS WITH THESE ISSUES.

Do you understand how absurd it is to tell your customer, sorry but we cant fix this?

This is not a feature request, this is a requirement to be successful and to run a real business

WE NEED A RESPONSE ON THIS ISSUE!

If you cant tell, Im pissed! No Im embarrassed that I have to tell my customers we have an inferior POS and cant perform a very basic function.

Our Rewards Program is a a joke...and its because Shopify doesnt understand how important this request is to their customers. We waste more time at the point of sale trying to get our customers in the correct account, Its a giant mess because we have HUNDREDS of duplicate names.

I wasted two hours of my life last night trying to explain to a customer why they must create three different log ins to see all their past sales. Not to mention the cluster**bleep** this creates with our Rewards Program

 

Spice. Sweet. Savory. Hot.
Red_Stick_Spice
Trailblazer
169 0 76

Can anyone from Shopify please respond?

Spice. Sweet. Savory. Hot.
JohnC
Shopify Partner
74 0 177

I've been trying to find and tag duplicate accounts today and am raising support calls for everyone I find. However, this is long and tedious. What I really want is an app  that finds duplicates and automatically logs a support email for every one found. With support being overloaded with hundreds of such emails from my store alone they might think of doing something about it.

I am also pursuing explorations of swell.io. They are now aware of these threads and I have told them if they can guarantee duplicate account handling/merging and provide easy conversion tools they may be able to gain a lot of frustrated customers.

Katdrawdy
Tourist
6 0 5

Is this still not possible?  I really need to merge duplicate customers! 

 

Red_Stick_Spice
Trailblazer
169 0 76

This is not resolved and Shopify remains silent....as if we aren't customers.

Spice. Sweet. Savory. Hot.
balladofthebird
Excursionist
13 0 13
Great job Shopify!! Square figured this out. Hire that guy.
Appmazing
New Member
9 0 0

AppMazing has just launched Typoly in the app store. It checks against tens of millions of typo combos in domains (gamil, yhoo, comcst) and extensions (.ocm vs .com etc) while it doesn't merge accounts, it will certainly prevent it from being needed many times over.

 

https://apps.shopify.com/email_typo_fixer

Chris_Malone
Tourist
8 0 5

Update on this feature please.

JohnC
Shopify Partner
74 0 177

We've been requesting it for over 9 years now!!!

edcorusa
Excursionist
21 0 26

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.

Chris_Malone
Tourist
8 0 5

Bump. This feature is badly needed.

calebstephen
Excursionist
16 0 12

AN ACTUAL FIX IN SHOPIFY FINALLY!!

I just found out this weekend I can now go in a clean up my customers recent transactions and "merge them" in a sense. 

While there is no simple merge feature and the work around is a process it is at least possible now and insanely helpful. My process has been:

 

  • Search for customers name in our database (I started with ones I knew were particularly bad) so that I saw all the duplicate accounts. 
  • Find the account I want to now use as the primary account (basing off which had most sales, email subscribe status, phone number, etc) and my trick was adding an asterisk to the end of the customer name so it differentiated itself from duplicates. 
  • Next, search the customer name in orders so pull up all order history.
  • Now inside of the order you can remove and replace the customer attached to the transaction. So remove the incorrect duplicated accounts, and then re add the correct profile for the customers.
  • Now back in the customers tab when you search the name it should show all the of the duplicated accounts now have 0 orders and one account holds all the transactions. 
  • Delete the unnecessary 0 order accounts and that leaves with you one neat and clean customer with all of their order history.

It's a trip for sure, but insanely worth it for me where keeping in touch customers personally and knowing who my most valuable clients are and what they are purchasing. Ridiculous it took this long but I am very happy that I can finally get it cleaned up this week. 

 

Hope this helps!!

Caleb

stellalee
Shopify Staff
16 9 11

This is an accepted solution.

Hey there! I’m happy to announce that you can now officially merge customer profiles! Thanks to your advocacy and feedback - you can merge customer profiles to ensure you have the most accurate view of your customers.

Identify duplicated customer profiles with the same name, phone number, email address, or another overlapping attribute, and then merge customers to make sure you maintain quality customer data.

To merge customer profiles:

  1. Search for a duplicate customer in the Customers page of your Shopify admin.
  2. Click on the customer’s name and review their customer profile data to identify what data needs to be kept or removed. 
  3. Click into one of the duplicate profiles .
  4. On the bottom right of the profile you will see a heading called, Customer Data.
  5. Click the button in that section that says Merge customer.
  6. Search for the customer profile you intend to merge. 
  7. Complete the merge steps.

 

Keep in mind, not every customer profile can be merged. There are some limitations for merging profiles that you can review in the Shopify Help Center.

We know this has taken time, and we appreciate your patience. We are excited to be launching this improvement for you today and look forward to hearing your feedback so we can keep improving your experience maintaining customer data in Shopify.  

Stella | Development Manager @ Shopify
Shopify
Shopify Staff
197 4 240

To help ensure feedback on the new Merge customers feature isn't missed we've created a single feedback topic, and locked this particular topic.

 

If you have any feedback to share please post a detailed message in this topic: Merge Customers - Feedback And Questions

 

Thanks!

Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 

- To learn more visit the Shopify Help Center or the Shopify Blog