Customers

Open Customers in the menu. Customers come from orders at checkout, from orders you create, from sign-up forms, from signing in to an account on your store (Settings › Customer accounts), from imports, and from Add customer.

Find a customer

• Search customers by name, email or phone.
• Segment shows only the customers in one of your segments, such as “bought more than once”.
• Sort by orders the list: newest or oldest first, recently updated, last order, number of orders or amount spent, either way. On a computer, the Orders, Spent, Last order and Since headings sort it too. The order stays in the page’s address, so going back returns to it.
• Columns (on a computer) chooses what the list shows: email and text marketing, orders, spent, last order, since, location, phone, tags, note and where they came from. Your choice stays in this browser.

Above the list, one line sums up the customers it shows: how many there are, how many ordered, how many ordered more than once, how many get marketing emails, and what they spent in your store’s currency, less what you refunded them. Cancelled orders are not counted in any of these, as in your segments. Test orders are counted here, unlike in analytics. It follows your search and segment, so you can see, for example, how much one segment spent.

Each row shows the customer, their email, how many orders they placed and what they spent, less refunds. A customer who paid in a market’s own currency shows that spend in its currency (such as $69.37), never added to yours.

Change many customers at once

Tick the box at the start of each customer, or the one in the heading for every customer shown (a search, segment or order that hides a ticked customer unticks them). A bar shows how many are ticked, with Add tags, Remove tags and Delete. Tags are typed separated by commas, and a tag your store already has in other capital letters is added as your store spells it. Delete asks first and says what goes with them, as deleting one customer does. Up to 100 at a time.

Add a customer

Add customer opens a form:

• Customer overview: first and last name, Email and Phone. An email or a phone number is needed, and an email can belong to one customer only.
• Customer agreed to receive marketing emails, …SMS marketing and …WhatsApp marketing: tick these only with the customer’s consent. Each is recorded with the time and that it was given in the admin. SMS and WhatsApp need a phone number.
• Birthday (for the birthday email in Autopilot) and VAT number (for your records), both optional.
• Default address, Tax (collect no tax from this customer: see Tax exemption below), Notes (only your team sees them) and Tags.

Add customer adds them and opens their page.

Personal prices after sign-in

Open a customer, choose Edit on Contact, and enter Personal discount (%), such as 15. Apply saves it. It accepts 0 to 100, with up to two decimal places. Leave it empty to remove the assignment. Setting or changing it needs permission to change discounts as well as customers: owners and admins by default. Staff see the percentage on the customer’s page and cannot change it. The store’s activity log keeps who changed it, from what to what.

Turn on Settings › Customer accounts. After the customer signs in, their prices appear on the homepage, product cards, collections, search, product pages, in the cart and at checkout. A product priced at 100 becomes 85 with a 15% personal discount. Typing their email at checkout does not unlock those prices. Signing out restores ordinary prices; an existing cart is priced for whoever is signed in now.

The percentage comes off the product’s current market price, including a fixed market price, a sale price or a quantity price break. Delivery, payment fees and gift-card values are not reduced. Coupons and automatic promotions then follow their normal rules on the personal prices. A subscription’s plan discount applies to the personal price too; future renewals use the customer’s assignment at the time, as they use current product prices. Existing orders keep the prices they were placed at, and orders and invoices you make keep their own prices: a customer who pays an invoice you sent pays what the invoice says, signed in or not. An exchange you make for one of their orders is at their personal prices, so swapping an item for the same one costs nothing more.

A discount you already give this customer by name or through a segment (Discounts) still applies, on top of their personal prices. Check both before you assign one, or the two add up.

A customer who buys for a company keeps company pricing instead. The personal assignment remains saved and applies again if they stop buying for the company. A VIP or loyalty app from the App Shop can manage the assignment when granted Set personal price discounts for your customers after sign-in: it can set any percentage up to 100, so grant it only to an app you trust with your prices. The assignment is your store’s data and remains if you remove that app. An app the assistant builds for your store cannot ask for this access. No separate app is needed to use the setting directly.

Export and import

• Export (CSV) downloads the customers the list shows (its search, and the segment or value group chosen), with their contact details, marketing consent, orders, spending, tags and city. Each export is recorded in Settings › Store activity log.
• Import brings customers in with an export from another platform.

A customer’s page

The arrows at the top right go to the newer and older customer.

Shows the customer’s contact details, their orders (50 at a time, with Show more for the rest), total spent, tags and note. Each order shows its number, day and total, whether it is paid and shipped, and how many items it has. On a phone and a narrow screen, the contact card comes first, and the phone number can be tapped to call.

Create order at the top starts a new order with this customer, their contact details and their address already on it (for those who may create orders). Contact customer at the top writes them an email: a Subject and a Message, sent in your Contact customer email, with replies going to your store’s email. Email marketing says whether they are subscribed, or, with double opt-in on, waiting for them to confirm by email. SMS marketing and WhatsApp marketing say whether they agreed to each, and when and where (at checkout or in the admin). Under Privacy you can prepare a copy of their data for them (it is ready to download for a limited time, and includes the comments they wrote under your blog posts and the points, rewards and reward codes a loyalty app shows on their account page) or erase the customer, when they ask: the customer is removed with the messages they sent you through your contact form, the comments they wrote under your blog posts, the checkouts they left unfinished and the proofs of payment they sent for bank transfers, and their past orders stay as they were placed, for your records. Erasing also forgets the visits your store remembered for their orders' path to purchase. Selling and sharing, under Privacy, says when and how they asked your store not to sell or share their personal information (on your store, by their browser’s Global Privacy Control, or recorded by your team); tick it to record a request that reached you by email or phone, and apply it with the bar at the top. It is acted on while your store shows its Do not sell or share page (Settings › Customer privacy).

If someone else (or you in another tab) saved the customer after you opened the page, your save is not made, so theirs is not undone: the notice says so, and Reload shows their changes before you make yours again.

Tags that differ only in capital letters are one tag: adding vip to a store that already uses VIP adds VIP. Searching by phone number finds the customer however the number was written, with or without the country code and spaces, so Merge finds the other record too.

More actions at the top holds Merge customers (it opens the Merge card below) and Delete customer. Delete customer asks first and lists what goes with them: their orders stay with the name, email and address they were placed with, unlinked; their gift cards keep their balance and still work with their code, unlinked; their store credit ends, so nobody can spend it; their subscriptions still running or paused are cancelled, so nothing more is charged; they leave their company; and the apps that hold their data are told to erase it. It cannot be undone.

Block customer, under their contact details, stops their email, their phone number or both from placing orders at checkout (see Blocked customers).

Edit on Contact changes their name, email, phone, birthday and VAT number, their marketing choices and their tax exemption; the bar at the top saves it.

• Customer agreed to receive marketing emails, …SMS marketing and …WhatsApp marketing: tick one only with their consent; it is recorded with the time and that it was given in the admin. When they ask to stop, untick it: an email unsubscribe is recorded as if they had used the link in an email. Removing their email or phone ends the marketing that needs it.
• Collect no tax from this customer: see Tax exemption below.
• VAT number is for your records. Tax at checkout follows the number the buyer gives there.

Tags: remove one with ×, or type one under Add a tag and press Enter; the tags your other customers have are offered as you type.

Address (or Addresses): Edit or Add opens every address, the first being the default their orders suggest. Add another address adds one (up to 20), Make default moves one first, Remove address takes it out. A State or province field shows for the countries whose addresses need one. The bar at the top saves the change; orders keep the address they were placed with.

Tax exemption

Collect no tax from this customer is for a customer exempt from VAT or sales tax, such as a charity or a business that resells. A customer page with it ticked shows Tax exempt. No tax is then charged to them:

• at checkout, while they are signed in to their account on your store ([customer accounts](/docs/customer-accounts/) must be on). Someone who only types their email is not trusted with it and pays tax as usual;
• on their subscription renewals;
• on an exchange made for one of their orders.

With prices that include tax, they pay the prices as shown, with no tax counted in them. On orders and drafts you make in the admin, tax is the amount you enter, as for anyone.

Timeline lists the customer’s orders and your team’s comments, newest first. Only your team sees comments, and only the person who wrote one can delete it.

Merge two records

When one person has two records, open the one you want to keep and choose More actions › Merge customers (or open the Merge card). Merge finds the other by name, email or phone; each record found shows its email (or phone) and how many orders it has, so two of one name are told apart. Choosing one lists what moves and what is dropped, and Merge customers asks once more before it goes ahead.

The other record’s orders, subscriptions, gift cards, tags and addresses move to this one, and any empty details are filled from it. Your record’s email, phone, name and marketing choices stay as they are; the other record’s own email (with its marketing choice), phone and name are dropped where yours has them, and its VAT number and tax exemption are not kept. Then the other record is removed. This cannot be undone, and a customer signed in with the removed record has to sign in again.

A business buyer in a company cannot be merged.

Store credit

Store credit on a customer’s page shows what they hold with your store. It is money only they can spend, in your store’s currency.

• Give credit: enter the amount. A Last day is optional; after it, what is left of that amount stops counting. A Comment is for your team. Tick Email the customer to send the Store credit email.
• Take back: enter an amount, up to what they hold. The soonest to end goes first.
• History lists every move: what was given, spent on an order, or taken back.

Store credit pays by itself at checkout when the customer is signed in to their account, before they pay the rest. It needs [customer accounts](/docs/customer-accounts/) to be on, and it does not pay for subscriptions. While they are off, the Store credit card and Give credit say so, with a link to turn them on. Customers see what they hold on their account page. You can also [refund an order as store credit](/docs/returns/).

Owners and admins give and take back store credit. Staff can see it.