Merge duplicate customers and transfer a balance
When the same person ends up with two customer accounts, their points end up split across both. Merging the accounts in Shopify brings their loyalty data together too; when Shopify refuses to merge, you can move the balance across by hand.
Merge in Shopify and let Charm follow
Section titled “Merge in Shopify and let Charm follow”- In the Shopify admin, open Customers, select the two duplicate profiles and merge them the usual way, choosing which profile to keep.
- That’s it. Charm picks the merge up automatically and moves the deleted profile’s points, points history, issued rewards, tier progress and referral record onto the profile you kept.
A merge that fails in Shopify changes nothing in Charm, and a repeated notification can never add the same balance twice.
Transfer a balance by hand
Section titled “Transfer a balance by hand”Shopify won’t merge a customer who holds store credit or an active subscription. For those, move the balance across in Charm instead.
- Go to Customers and open the profile you want to empty.
- Click Transfer balance.
- In Target customer, type the email address or customer ID of the profile that should receive everything.
- Choose Points handling:
- Add balances together — the default; the target ends up with both balances.
- Keep target’s points only — use when the two balances are the same points counted twice.
- Click Preview to see exactly what moves, then Transfer.
The source profile is excluded from the program afterwards, so nobody earns on it by accident.
What moves
Section titled “What moves”Everything Charm keys to the customer follows the merge:
| Moves to the kept profile | Stays where it is |
|---|---|
| Points balance, lifetime points and tier points in the period | Shopify’s own store credit account — Shopify decides what happens to it during a merge |
| Points history, including the note behind every manual adjustment | Orders — Shopify merges those itself |
| Issued rewards and unused reward codes | |
| Reward codes taken over from a previous loyalty app | |
| Store credit ledger entries Charm recorded | |
| Loyalty email history | |
| VIP tier, tier progress and lifetime spend | |
| Referral record, referral code and both sides of any referral |
The kept profile’s tier is re-evaluated straight after the merge, so a customer whose combined points clear the next threshold moves up right away.