Cannot Find a Shopify Customer in Storepass

Storepass customer search depends on Shopify customer data being synced into Storepass. If a customer exists in Shopify but does not appear in Storepass, the customer may not have synced yet, may have different contact details, or may need a manual refresh.

Use this workflow when POS, buylist payouts, or customer store credit cannot find the expected Shopify customer.

Check the customer details

1. Confirm the customer exists in Shopify.
2. Check the customer's email, phone, first name, and last name.
3. Search Storepass using the same email or phone number.

Sync customers

1. Open Sync.
2. Click Sync Customers.
3. Wait for the sync task to start and finish.
4. Search for the customer again.

Refresh one customer

1. Open the customer record in Storepass if it exists.
2. Click the refresh action to update the customer from Shopify.
3. For store credit issues, confirm the latest Shopify store credit balance appears after refresh.

If the customer still is not found

• Recent Shopify customer: run Sync Customers again after Shopify has finished saving the customer.
• Wrong store: confirm you are viewing the correct Storepass store.
• Different email: search by phone or name, then update customer details in Shopify if needed.
• POS checkout: create the customer from POS only if you have confirmed the Shopify customer does not already exist.