Managing 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 using customer segments.

Add customer profiles

Steps:

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:

Edit customer profiles

If a customer profile already exists in Shopify, then you can edit the profile from the Customers page.

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.

Using tags can 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 as VIP. Tags can also be used to create customer segments. Tags are not case sensitive.

Steps:

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 Customers.

  2. Click the customer name.

  3. In the Payment methods section, click More actions.

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

    1. Click Send link to update payment method.
    2. Select the email address that you want to send the email from.
    3. Click Send email.
  5. For some payment methods, if you want to update your customer's payment method manually, then do the following:

    1. Click Replace payment method.
    2. Complete the Replace payment method form.
    3. Click Confirm.
  6. If you want to remove your customer's payment method, then click Delete payment method.

Learn more about subscriptions.

Edit customer profiles in bulk

From your Shopify admin, you can use bulk editing to edit information for several customer profiles at the same time.

Steps:

  1. From your Shopify admin, go to Customers.

  2. Select each customer profile that you want to edit.

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

    1. Click More actions.
    2. Click Add tags or Remove tags.
    3. Add or remove the tags.
    4. Click Save.
  4. To edit several pieces of information at one time, including tags, click Edit customers, and then do the following:

    1. Click Columns, and then select each each field that you want to edit.
    2. Make the appropriate edits.
    3. Click Save.

Deleting customer profiles

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

Customer 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.

Delete individual customer profiles

Delete 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 Customer list.

Steps:

  1. From your Shopify admin, go to Customers.

  2. Select each of the customer profiles that you want to delete.

  3. Click More actions, and then click Delete selected customers.

  4. To confirm that you want to delete the eligible customer profiles, click Delete 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, then edit the customer address using the following guidelines:

  • The recipient's name must be entered into the Name boxes, but their rank is optional.
  • For APO addresses, both the PSC and BOX numbers must be in the Address field.
  • For FPO and DPO addresses, both the UNIT and BOX numbers must be in the Address field.
  • The City field must contain only APO, FPO, or DPO. Don't enter the name of the city.
  • United States must be selected in the Country/region field.
  • Armed Forces Americas, Armed Forces Europe, or Armed Forces Pacific must be selected in the State field. 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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