Managing customers

When a new customer places an order with your store, their name and information are automatically added to your customer list. You can send email messages to customers from your Shopify admin using your customers' profile information. Depending on the circumstances, you can also manually add, edit, or delete a customer profile. If you want to send discounts or email messages to a specific set of customers, then you can create a customer group.

A customer profile is created when an a customer interacts with your business. For example, a profile is created when a customer does any of the following:

  • signs up for your mailing list or a customer account
  • places an order
  • starts an order, but abandons their checkout
  • is added to your customer list manually

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 using descriptive terms or to sort them into categories. For example, if you have business customers, then you can tag those customers as B2B. You can search and filter your customer profile list using tags.

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.

For more information about offering subscriptions, refer to 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 of the customer profiles that you want to edit.

  3. If you only want to add tags to or remove tags from the selected customer profiles, do the following:

    1. Click More actions.
    2. Click either Add tags or Remove tags.
    3. Add or remove the tags.
    4. Click Save.
  4. To delete the selected customer profiles, click More actions, and then click Delete selected customers. You can only delete customer profiles if they have no order history with your store. Deleting a customer profile can't be undone.

  5. To edit several pieces of information at one time, click Edit customers.

  6. Click Add fields, and then select the information that you want to edit.

  7. Click Save.

Delete customer profiles

You can delete customer profiles if the customer has no order history with your store. Customers with an order history can't be deleted from your store's records. If a customer profile is deleted, but that customer buys from your store in the future, then a new customer profile is created.

Steps:

Search for customers

Create customer groups

After you perform a search or apply filters, you can save the list of results in your Shopify admin. This creates a new filter tab at the top of your customer list. You can use the filter tabs to sort your customers into groups. Your saved searches are also available in the Shopify app on the Customer screen.

Customer groups can be combined with discounts to offer promotions to specific customer groups.

Customer groups also help you to target specific subscribers when you send marketing emails with Shopify Email, or marketing messages using SMS.

Customer groups are updated automatically, so customers are added and removed from groups depending on the search or filter terms that are used to create the customer group.

Steps:

  1. Perform a search or filter your customer list.

  2. Click Save filters.

  3. In the Save as box, enter a name the customer group.

  4. Click Save filters.

A tab with the name that you entered is added at the top of your customer list.

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 box.
  • For FPO and DPO addresses, both the UNIT and BOX numbers must be in the Address box.
  • The City box must contain only APO, FPO, or DPO. Don't enter the name of the city.
  • United States must be selected in the Country/region box.
  • Armed Forces Americas, Armed Forces Europe, or Armed Forces Pacific must be selected in the State box. 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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