Updating Client information

BigCommerce:

1. Pull up the customer's profile to the ‘edit customer’ page.
2. Edit the requested details. If the email address is changed to a new owner, be sure to input the updated first and last name.
3. If the contact person has changed to a different client, change ‘Force Password reset on next login’ to NO and then reset the password to Display123.
4. Save profile, and notify client of the new password. 

Shopify: 

1. Pull up the customer’s profile. 
2. In the right hand section, select the ‘edit contact information’. It will bring up the ‘Edit Customer’ box. Update the email address and/or the first and last name. Hit Save.
3. Check if the client has the account activated using ‘More Actions’. If this is a new client taking over someone else’s account, select ‘reset account password’ to email them a password’. If they do not have an account, send an account invite for them to finish creating the account. Notify the client that you have sent this over in a separate email chain.
4. Proceed to HubSpot for next steps.

Hubspot:

Multiple emails can be associated with one contact if it’s the same client. 

Example: jason.brady@bennettig.com has an alternate Gmail email he has been using. 

After hovering over the email in the About this Contact section, the ‘primary email and additional emails’ box will pull up. Add the second email address or overwrite the existing email address (depending if the client will continue to use both emails or not). 

If you are overwriting an account because the original contact client no longer works there, the primary email can be updated. The contact name also needs to be adjusted by selecting the edit tool on the contact page next to the name.

If the email says it’ this email already belongs to a contact in your database’ see article on ‘merging contacts’.

How to associate guest order with an existing account:

BigCommerce

At a glance, you can see if the order is linked to their account or not. If they did not sign in, it will say ‘Contact Name’ (Guest) in the customer section. Orders that have a blue hyperlink name have checked out using their account.

Step 1: Expand the Guest order settings and click ‘edit order’. 

Step 2: Select ‘Existing Customer’ and then input email and click on the drop down option that pops up with the correct account.

Step 3 & 4: Reference the original shipping address and billing from step 1, Do not make any changes. Select Next after verifying the information is correct.

Step 5: Do not make any chnges. Select Save.

Step 6: Review if the order is now linked to their account.

Shopify

Step 1: Go onto the order and select ‘Remove Customer’ in the Customer section. 

Step 2: After the email is removed, input the correct account email and then select it from the drop down. The order has now been associated with the account.  

Step 3: After the order has been associated with the account, then edit the email again to reflect the correct one on the invoice. 

Step 4: Select the account profile and click ‘View All Orders’ to double-check it has been ported to the correct account.

Additional note: 

Check if the account is activated. If not, go to their contact profile hit ‘More Actions and then Send Account Invite to fully activate their profile.