Managing customers

This page was printed on Apr 11, 2023. For the current version, visit https://help.shopify.com/en/manual/customers/manage-customers.

When a new customer places an order with your store, their name and information are automatically added to your customer list. A customer profile is created when a customer interacts with your business by doing any of the following:

  • signing up for your mailing list or a customer account
  • placing an order
  • starting an order, but abandoning their checkout

Alternatively, you can add a customer to your store manually.

You can send email messages to individual customers from your Shopify admin, or send discounts and email messages to groups of customers by usingcustomer segments．

Add customer profiles

Steps:

  1. From your Shopify admin, go to自定义ers．

  2. ClickAdd customer．

  3. Enter the customer's information.

  4. Optional: If the customer has agreed to receive marketing emails, and you have entered an email address, then in the自定义er overviewsection, check自定义er agreed to receive marketing emails．

  5. In the theTax exemptions部分,做下面的:

    • If you charge the customer sales tax, then in theTax exemptionssection, check收集税收．
    • If the customer is located in Canada and is exempt from sales tax, then from theBrowse or search exemptionslist, select the all thetax exemptionsthat apply to this customer.

  6. ClickSave．

  1. From theShopify app, tapStore, and then tap自定义ers．
  2. Tap the+button.
  3. Enter the customer's information.
  4. If you charge the customer sales tax, then enableCollects Tax．
  5. If the customer is located in Canada and is exempt from sales tax, then do the following:
    1. In theTax exemptionssection, tapManage．
    2. Tap the all thetax exemptionsthat apply to this customer.
    3. TapAdd customer．
  6. TapSave．
  7. Optional: If the customer has agreed to receive marketing emails, and you have entered an email address, then do the following:
    1. In theEmail Marketingsection, tapEdit status．
    2. Tap自定义er agreed to receive email marketing．
    3. TapSave．
  1. From theShopify app, tapStore, and then tap自定义ers．
  2. Tap the+button.
  3. Enter the customer's information.
  4. If you charge the customer sales tax, then enableCollects Tax．
  5. If the customer is located in Canada and is exempt from sales tax, then do the following:
    1. Tap the pencil icon to edit the customer profile.
    2. In theTax exemptionssection, tapManage．
    3. Tap the all thetax exemptionsthat apply to this customer.
    4. Tap the check mark.
  6. Optional: If the customer has agreed to receive marketing emails, and you have entered an email address, then do the following:
    1. In theEmail Marketingsection, tapEdit status．
    2. Tap自定义er has agreed to receive email marketing．
    3. Tap the check mark.
  7. Tap the check mark.

Send an email message to a customer

You can send an email message to a customer directly from your Shopify admin or from the Shopify app.

Steps:

  1. From your Shopify admin, go to自定义ers．

  2. Click the customer name.

  3. In the自定义er overviewsection, click the customer's email address.

  4. Edit the subject line for the email, or leave it as the default. The codeshop.nameautomatically enters your store's name into subject line of the email message.

  5. In the自定义messagefield, enter your message.

  6. To receive a copy of the message for your records, underSend bcc to, check the appropriate email addresses.

  7. When you are finished, clickReview Email．

  8. ClickSend notification．

  1. From theShopify app, tapStore>自定义ers．
  2. Tap the customer name.
  3. In the自定义er Overviewsection, tapEmail．You are redirected to the default email app on your device.
  4. To receive a copy of the message for your records, in theCcfield, enter your email address.
  5. Edit the subject line and body of the email.
  6. Review the email message, and then send it.
  1. From theShopify app, tapStore>自定义ers．
  2. Tap the customer name.
  3. In the自定义er Overviewsection, tapEmail．
  4. To receive a copy of the message for your records, in theCcfield, enter your email address.
  5. Edit the subject line and body of the email.
  6. Review the email message, and then send it.

Edit customer profiles

If a customer profile already exists in Shopify, then you can edit the profile from the自定义erspage.

Before you update a customer profile, verify whether another staff member is currently making changes to the same profile so that your changes don't conflict.

You can add a note to a customer profile to keep track of special information about the customer. Only staff members of your store can see these notes. These notes aren't visible to customers.

Usingtagscan help you to organize your customer profile list. You can use tags to label your customers by using descriptive terms or to sort them into categories. For example, if you have important customers, then you can tag those customers asVIP．标签也可以用来创建customer segments．Tags are not case sensitive.

Steps:

  1. From your Shopify admin, go to自定义ers．

  2. Click the customer name.

  3. To add a note to the customer profile, in the自定义er Notefield, enter the appropriate information about the customer, and then clickSave．

  4. In the自定义er overviewsection, clickManage > Edit contact informationand then make the appropriate changes to the following information:

    • first name
    • last name
    • language
    • email address
    • phone number

  5. To edit the address, in the自定义er overviewsection, clickManage > Manage addressesand do one of the following:

    • To edit the current address, clickEditnext to the appropriate address.
    • To change which address is the default address, clickSet as defaultnext to the appropriate address.
    • To add a new address to the profile, clickAdd new address．

  6. To change whether taxes are collected or whether the customer is tax exempt, in the自定义er overviewsection, clickManage > Manage tax exemptions．

  7. To change whether the customer receives email marketing, in the自定义er overviewsection, clickManage > Edit marketing settings．

  8. To apply tags to the customer profile, in theTags部分,做下面的:

    • To add a tag, click the field, and then select a tag.
    • To remove a tag, click theXnext to a tag.
  1. From theShopify app, tapStore>自定义ers．
  2. Tap the customer name.
  3. To add a note to the customer profile, tap theNotefield, enter the appropriate information about the customer, and then tapSave．
  4. To change information about the customer, tapEdit, and then make the appropriate changes in theEdit customerdialog.
    1. Change the first name, last name, email address, or phone number.
    2. To edit the address, in theDefault addresssection, tapEdit addresses, and then do any of the following:
      • To edit a current address, tap the address, make the changes, and then tapSave．
      • To add a new address to the profile, tap+, add the new address, and then tapSave．
      • To change which address is the default address, tapMake default address．
    3. To edit tax collection, do any of the following:
      • To change whether taxes are collected, tapCollects Tax．
      • To change whether the customer is tax exempt, in theTax exemptionssection, tapManage．
  5. TapSave．
  6. To change whether the customer receives email marketing, in theEmail Marketingsection, tapEDIT STATUS．
  7. To apply tags to the customer profile, tap theTagssection, and then do either of the following:
    • To add a tag, tapAdd tag, and then tap a tag.
    • To remove a tag, tap theXnext to a tag.
  1. From theShopify app, tapStore>自定义ers．
  2. Tap the customer name.
  3. To add a note to the customer profile, tap theNotefield, enter the appropriate information about the customer, and then tap the check mark.
  4. 改变客户信息,挖掘pencil icon, and then make the appropriate changes in theEdit customerscreen.
    1. Change the first name, last name, email address, or phone number.
    2. To edit the address, in theDefault addresssection, tapEDIT ADDRESSES, and then do any of the following:
      • To edit a current address, tap the pencil icon that's next to the address, make the changes, and then tap the check mark.
      • To add a new address to the profile, tap+, add the new address, and then tap the check mark.
      • To change which address is the default address, tapMAKE DEFAULT ADDRESS．
    3. To edit tax collection, do any of the following:
      • To change whether taxes are collected, tapCollects Tax．
      • To change whether the customer is tax exempt, in theTax exemptionssection, tapManage．
  5. Tap the check mark.
  6. To change whether the customer receives email marketing, in theEmail Marketingsection, tapEdit status．
  7. To apply tags to the customer profile, in theTagssection, make the appropriate changes, and then tap the check mark.
    • To add a tag, tapAdd tag, and then tap a tag.
    • To remove a tag, tap theXnext to a tag.

Edit a customer's subscription payment information

If you sell subscription products and need a customer to update their payment information because of a failed payment, then you can update your customer's profile in the Shopify admin.

  1. From your Shopify admin, go to自定义ers．

  2. Click the customer name.

  3. In thePayment methodssection, clickMore actions．

  4. If you want your customer to update their payment information themselves, then do the following:

    1. ClickSend link to update card．
    2. 选择email address that you want to send the email from.
    3. ClickSend email．

  5. For some payment methods, if you want to update your customer's payment method manually, then do the following:

    1. ClickReplace card．
    2. Complete theReplace credit cardform.
    3. ClickConfirm．

  6. If you want to remove your customer's payment method, then click删除card．

Learn more aboutsubscriptions．

Edit customer profiles in bulk

From your Shopify admin, you can use bulk editing to edit information for multiple customer profiles at the same time. You can select several or all customer profiles in the following ways:

  • To edit several individual customer profiles, select each customer profile.
  • To edit all customer profiles that are listed on the page for a segment or based on a search, select the自定义er namecheckbox. A maximum of 50 customers is listed per page.
  • To edit all the customer profiles in your store, verify that theAll customers段被选中。选择自定义er namecheckbox, and then clickSelect all 50+ customers in your store．
  • To edit all the customer profiles in a segment, select the自定义er namecheckbox, and then clickSelect all 50+ customers in this segment．
  • To edit all the customer profiles in a query, select the自定义er namecheckbox, and then clickSelect all 50+ customers in this query．
  • To edit all the customer profiles in a search, select the自定义er namecheckbox, and then clickSelect all 50+ customers in this search．

Steps:

  1. From your Shopify admin, go to自定义ers．

  2. 选择customer profiles that you want to edit.

  3. To add tags to or remove tags from the selected customer profiles, do the following:

    1. Click the．..next to theEdit customersbutton.
    2. ClickAdd tagsorRemove tags．
    3. Add or remove the tags.
    4. ClickSave．

  4. To edit several pieces of information at one time, including tags, clickEdit customers, and then do the following:

    1. ClickColumns, and then select each each field that you want to edit.
    2. Make the appropriate edits.
    3. ClickSave．

Merging customer profiles

You might have two or more customer profiles that refer to one customer. In this case, you can merge two profiles together, combining them into one profile. Before you complete the merge, you have the opportunity to review and select what information the merged profile will have.

The following information is merged into one profile:

  • orders
  • draft orders
  • addresses
  • email address
  • phone number
  • name
  • notes
  • tags
  • tax settings
  • timeline events
  • 信用cards
  • customer accounts
  • gift cards
  • discounts
  • metafields

If any information from both profiles conflicts, then you can cancel the merge process and adjust the information in each record on the customer profile pages before you proceed with the merge.

Limitations for merging customer profiles

Before you merge customer profiles, review the following considerations.

  • After the profiles are merged, you can't reverse the process.
  • If the profiles include notes, then the combined notes must be less than or equal to 5000 characters, including spaces.
  • If the profiles include tags, then the combined tags must be less than or equal to 250 tags.
  • If the customer is subscribed to email and SMS text marketing in one profile, but not in the other, then the merged profile is subscribed.
  • The customer isn't notified when you merge their customer profiles.
  • Profiles can't be merged in the following cases:
    • either of the customer profiles has a subscription contract
    • either of the customer profiles is a B2B customer actively linked to a company
    • either of the customer profiles has been redacted or a data redaction request is in progress
    • a customer profile merge is in progress
    • a customer data request is in progress

Merge customer profiles

  1. From your Shopify admin, go to自定义ers．

  2. From the customer list, click on a customer profile.

  3. ClickMore actions>Merge customer．

  4. In theFind a customer to merge withsection, enter any of the following information to search for another customer profile:

    • first name
    • last name
    • email address
    • phone number
    • 信用card number

  5. 选择appropriate customer profile.

  6. In theMerged customersection, review which information is merged and which information is discarded.

  7. Optional: ClickChange contact informationon web, orEditon mobile, to modify the selected customer information before merging.

  8. Optional: ClickView merge details, review the merge details, and then clickClose．

  9. ClickMerge, and then clickConfirm．

If you want to merge more than one customer profile into the current one, then you need to repeat the merge procedure for each additional profile.

Merging from the customer list

  1. From your Shopify admin, go to自定义ers．

  2. 选择two customers that you want to merge. If only one of the duplicate profiles appears in the index, you can search for the other profile in the next step.

  3. Click the．..next to theEdit customersbutton.

  4. SelectMerge customers．

    • If two customers were selected in the list, skip ahead to step 7.

  5. If a single customer was selected from the list, search for the customer underFind a customer to merge with．Use any of the following information to search:

    • first name
    • last name
    • email address
    • phone number
    • 信用card number

  6. 选择duplicate customer profile.

  7. In theMerged customersection, review which information is merged and which information is discarded.

  8. Optional: ClickChange contact informationon web, orEditon mobile, to modify the selected customer information before merging.

  9. Optional: ClickView merge details, review the merge details, and then clickClose．

  10. ClickMerge, and then clickConfirm．

If you want to merge more than 2 customers together, repeat the procedure for each additional profile.

Deleting customer profiles

You can delete individual customer profiles. Alternatively, you can delete multiple customer profiles in bulk.

自定义er profiles can't be deleted in the following cases:

  • the customer has an order history
  • the customer has pending redaction because of a GDPR erasure request
  • the customer has an active subscription now, or if the customer ever had a subscription in the past

If you attempt to delete multiple profiles in bulk, then only the profiles that can be deleted are deleted.

删除individual customer profiles

  1. From your Shopify admin, go to自定义ers．

  2. Click the name of the customer whose profile you want to delete.

  3. ClickMore actions>删除customer．

  4. To confirm that you want to delete the customer profile, click删除customer．

  1. From theShopify app, tapStore>自定义ers．
  2. Tap the customer profile that you want to delete.
  3. TapEdit．
  4. Tap删除customer．
  5. To confirm that you want to delete the customer profile, tap删除．
  1. From theShopify app, tapStore>自定义ers．
  2. Tap the customer profile that you want to delete.
  3. Tap the pencil icon.
  4. TapDELETE CUSTOMER．
  5. To confirm that you want to delete the customer profile, tapDELETE．

删除customer profiles in bulk

If you attempt to delete multiple customer profiles in bulk, then only the profiles that can be deleted are deleted. Any customer profiles that can't be deleted remain in your自定义erlist.

Steps:

  1. From your Shopify admin, go to自定义ers．

  2. Select each of the customer profilesthat you want to delete.

  3. Click the．..next to theEdit customersbutton, then click删除selected customers．

  4. To confirm that you want to delete the eligible customer profiles, click删除customers．

Requirements for US military shipping addresses

Military mailing addresses in the US have a unique format that must be entered in a specific way. If the address is entered incorrectly, then the order might not arrive to the intended recipient. There are three different types of US military address:

  • Army/Air Post Office (APO)
  • Fleet Post Office (FPO)
  • Diplomatic Post Office (DPO)

If you receive an order with a US military shipping address, then make sure that the address has been entered correctly before you ship the order. If the shipping address hasn't been entered correctly by the customer, thenedit the customer addressusing the following guidelines:

  • The recipient's name must be entered into theNameboxes, but their rank is optional.
  • For APO addresses, both the PSC and BOX numbers must be in theAddressfield.
  • For FPO and DPO addresses, both the UNIT and BOX numbers must be in theAddressfield.
  • TheCityfield must contain only APO, FPO, or DPO. Don't enter the name of the city.
  • United Statesmust be selected in theCountry/regionfield.
  • Armed Forces Americas,Armed Forces Europe, orArmed Forces Pacificmust be selected in theStatefield. These locations might be entered in abbreviated form by your customer as AA (Armed Forces America), AE (Armed Forces Europe), or AP (Armed Forces Pacific).

If you're not sure about some of the address information, then contact the customer who placed the order for further clarification.

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