By default all customers are downloaded as they're created or updated in Shopify, and created or matched to customer records in point of sale.
On some of our older plans customers are downloaded only when they place orders in Shopify. Please contact our support team if you have questions about changing your plan or customer sync settings.
Customer Matching by Email
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.
Customer Matching by Phone Number
For clients on Connect Plus or higher plan tiers more settings configurations are available. This includes the option to match customers by phone number instead of, or in addition to email addresses. Please contact our support team if you have questions about configuring your account to match customers by phone numbers.
Note: Some point of sale systems don't support international phone formats.
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 your 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 your point of sale.
- Your integration will automatically attempt to find another customer in your 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.