By default customers are downloaded only when they place orders in Shopify. For subscribers on our Growth Plan (formerly Premium) or above, customers can be downloaded independently from orders whenever new customer accounts are created in Shopify.
The customer from each order is downloaded and matched by email address to the existing customers in the point of sale. If applicable, their shipping and billing address information in your point of sale is updated with the shipping and billing information from the Shopify order.
Note: If a customer uses a different email address than the email address in point of sale, a new customer will be created in point of sale when the order is downloaded.
Note: If multiple Customers use the same email address in POS or Shopify then matching inconsistencies will occur.
Some apps that sync orders to Shopify from external sales channels such as Ebay or Amazon may not create complete customer records in Shopify. Incomplete customer records may cause sync errors. The following fields may be required:
- Customer Email
Required for Heartland or Lightspeed Onsite:
- Customer Name
Heartland Customer Validation
Heartland validates customer data such as email and address details. Customers may reject some customers for invalid data, and their orders will not download. Apps for Shopify that validate customer emails and addresses before they can checkout are advised if you're integrating with Heartland Retail.
Most solutions (Lightspeed, Heartland, etc) do not notify connected applications when any data is merged. As a result and to prevent errors we recommend against merging customer records. If you do merge customers in Point of Sale the following will occur:
- The next time that customer is saved in Shopify, places an order online, or the next time one of their orders is updated your integration will receive an error that the customer no longer exists in POS.
- Your integration will automatically attempt to find another customer in Point of Sale with an identical email address, and sync to that customer instead.
- If no match is found, the customer, order and/or order update will not be able to sync.
Please Contact our Support Team if your customers or orders are not downloading and you believe you've merged one of the associated customers in POS.
Important: Accumula Support can manually resolve merged customer records but it can be a very time consuming process (sometimes as much as 10-15 minutes per customer record). We recommend against merging customer records to prevent significant delays while merged data is reconciled.