When ShipStation imports orders from your store or marketplace, it will check the customer in the order against your account's existing customer database to update the customer history. If no customer record exists, a new customer record will be created.
ShipStation will use the customer's username, id number, or email address to identify the customer, depending on what is received from the order's source. For example, ShipStation identifies eBay customers based on the eBay username, but will identify Shopify customers based on the Shopify's internal customer id number. Whichever field we use, the value is stored as Username in ShipStation.
ShipStation uses the order's Ship To address information in the customer record. If a new order for the same customer imports into ShipStation and is using a different address, ShipStation will update the customer record to match the new order.
Add customers with manual orders
Import customers via CSV file
When you create manual orders, either by using the New Order action or a CSV Order Import, ShipStation will check the customer in the order against the existing customer database to update the customer history. If no customer record exists, ShipStation will create a new customer record.
In order to identify the customer and match it to a customer record, you will need to Include a specific customer identifier based on how the orders are being created.
If you're using the New Order action to create a manual order, you will need to include an Email Address in the order to link the order to an existing customer or create a new customer record.
If you're performing a CSV Order Import, you will need to define a field as Buyer Username to link the order to an existing customer or create a new customer record.
ShipStation will store the order's Ship To address information in the customer record. If a new order for the same customer is created in ShipStation and is using a different address, ShipStation will update the customer record to match the new order.
You can modify customer records created by the manual orders process by using the Customer CSV Import process described below.
If you need access to your entire backlog of customer records (e.g., to easily create a label for a call-in order), you can import those records into ShipStation using a specially formatted CSV spreadsheet file. All customers created in this way will be listed under the manual ShipStation marketplace.
You can also update existing customers records by importing the specially formatted CSV spreadsheet file. However, ShipStation will only update customer records created under the manual ShipStation marketplace. ShipStation will not update customer records created by a connected selling channel or marketplace.
To import your customer records:
Your CSV Import file must include the same headers in the same order. Notice that, in addition to the typical address book type fields, there's a Username column. ShipStation requires unique values in the Username field to tell your customers apart. If you don't have a specific value to enter here, we recommend you re-use the email address for the customer as Username.
Fill in your CSV with your customers' details and save it.
You are now ready to import the file into ShipStation.
Click Select a File and choose the CSV file you want to import.
Choose your import options:
Update the existing record with the CSV: Will create new customer record if username is not currently in use by the manual ShipStation marketplace. If username is already in use by a manual ShipStation marketplace, ShipStation will update the existing customer record.
Ignore the record in the CSV. Only customers with new usernames will import: Will only create new customer record if username is not currently in use by any marketplace. If username is already in use by any marketplace, the row on the CSV file will be ignored.
Click Start Import.
You'll be notified when the import process is complete, so feel free to close the import window!
The CSV import process will replace the data in ShipStation with the data from the CSV. This means if you have a blank cell in the CSV for a field that currently contains data in ShipStation, the CSV import will overwrite that data with a null value and that data will no longer be available in ShipStation.