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Shopify Customer Sync

Understand how Relay syncs customer data from Shopify and how to manage customer profiles.

How Sync Works

Automatic Sync

When a customer contacts support:

  1. Email address matched against Shopify
  2. Shopify customer data retrieved
  3. Profile enriched with:
    • Full name
    • Total orders
    • Total spend
    • Order history

Webhooks

Shopify notifies Relay of:

  • New orders
  • Order updates
  • Customer updates

Customer Profile Data

From Shopify

  • Customer ID
  • Name
  • Email
  • Phone
  • Total orders
  • Total spent
  • Tags
  • Notes

In Relay

Displayed in ticket sidebar and customer profile.

Managing Duplicates

When Duplicates Occur

  • Customer uses different emails
  • Guest checkout vs. account

Merging Customers

  1. Go to Customers
  2. Find duplicate profiles
  3. Click Merge
  4. Choose primary profile
  5. Confirm merge

Unlinking Customers

If wrongly linked:

  1. Open customer profile
  2. Click Shopify section
  3. Click Unlink
  4. Confirm

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