Support

Need help with ShopSync? Get quick answers here. 

  • Getting Started

    How do I connect ShopSync?

    To connect ShopSync, install the app through the Shopify app store in just a few clicks. After installing the app in Shopify, click the purple Connect button to initiate the connection to Mailchimp.

    Can I migration existing Mailchimp automations and pop-ups?

    Yes, you can reattach your existing automations and pop-ups, you'll just need to follow the Migrate Your E-commerce Automations guide that Mailchimp has added to their Knowledge Base.

    Do I need a Mailchimp account?

    Yes, to get started with ShopSync, you need a Mailchimp account. If you don’t have one already, you can grab one on their website.

    Can I send store data to multiple lists?

    No. At this time, you can only send to one Mailchimp list. However, you may use segments, groups, and tags in Mailchimp to organize your subscriber base.

    How long will it take for the sync to complete?

    Syncing times depend on the number of customers, orders, and products in your store. It also depends on the volume impacting our infrastructure. If you have a large amount of data in your store, allocate plenty of time to allow for everything to complete. We will reflect the progress of your sync on the app detail page.

    How will the initial sync work?

    Before any data is processed by ShopSync, we perform integrity checks with Mailchimp to ensure these customers can be sent to the list that is connected. For example, if someone has opted out of a list in the past, we won't add the email again. We'll also update Shopify with the correct status that Mailchimp shows. That way, the most current subscriber status in Mailchimp is synced with the store.

    Can I map and send more Shopify data to Mailchimp?

    Yes, you may choose from various customer, product and order fields in Shopify to map to Mailchimp e.g. country, customer ID's, zip, etc. Email addresses are automatically synced from Shopify to Mailchimp.

    How does the double opt-in feature work?

    ShopSync honors the double opt-in preferences of your Mailchimp list. As an added convenience, you may change this setting right in the ShopSync app.

    When I sync, will it duplicate existing data?

    No. When you activate ShopSync with a Mailchimp list, we'll just merge existing customer, order and purchase data together

    Can I connect multiples stores to one Mailchimp list?

    To avoid conflicts under the hood with Mailchimp we do not recommend attaching multiple stores to a Mailchimp list.

    Can I use ShopSync to replace the old 'Mailchimp for Shopify' app?

    Yes! You can do everything and more with the ShopSync app. Regular features that you were used to like product recommendations, segmenting and passing over new subscribers is a core function of the app. You can also sync Shopify fields with Mailchimp merge tags, which is unique to ShopSync.

    Can I use both the 'Mailchimp for Shopify' app and ShopSync?

    We would expect that you would be able to sync lists with no issue, but most likely there would be some confusion under the hood with Mailchimp’s connected sites and how they relate to automations. Our suggestion would be to not have both apps installed at the same time.

    Do you have to sync past order data?

    Out of the box, our app is designed to sync all past orders, customers (who accept marketing) and products. This is done so you can effectively market with that information in Mailchimp.

    How does the merge tag mapper work?

    The merge tag mapper is designed to align Shopify data fields with Mailchimp; these are optional for configuration. For example, say you want to push the “billing country” field in Shopify to Mailchimp, this setting will do it.

    Should I pause automations prior to installing ShopSync?

    To avoid possible conflicts with existing automations in Mailchimp, we recommend pausing all automations before installing ShopSync. Once the app is installed, you can easily migrate these using these helpful instructions Mailchimp has published in their Knowledge Base.

    If I add a new contact in Mailchimp will it be added to Shopify?

    No. We will not create a new customer in Shopify if they are added in Mailchimp. This includes situations where a new subscriber is added via a pop-up form.

  • After Install

    How will I know if the sync is done or completed?

    You'll know everything completed when the syncing progress bars are gone from the app detail page. You can confirm this view by going to your Shopify store, Apps, ShopSync. If you see counts by the "Current Sync Status" area for products, customers and orders everything is done; you'll also see a total for promo codes.

    Can I resync my data if there is an error?

    Yes. You can resync your data by clicking the "Force Resync" button on the ShopSync app page. When you force a resync, your Shopify store data will be automatically sent to Mailchimp. Information will not be duplicated, only merged.

    If I add a new merge tag in Mailchimp, will it show in ShopSync?

    If you’ve recently added or updated your merge tags in Mailchimp, refresh the ShopSync app page to see the changes.

    My initial sync is running, will I miss customer data?

    No. When the initial sync is in motion, customers who are actively checking out of your store may not show up in your list right away. We will queue these emails up to be sent over after the sync is complete.

    How does Shopsync process data after the initial sync?

    After the initial sync is complete, we'll continue adding customers, orders, and products from your store that "Accept marketing" to Mailchimp as transactions occur. There's no need for manual interaction after install; we'll work our processes background, adding information to your list.

    How soon will signups get to my list?

    ShopSync uses the Mailchimp API to instantly push e-commerce data and customers to Mailchimp lists. As a customer visits your site, once they are opt-in to the newsletter they'll end up in Mailchimp in real-time. If double opt-in is enabled, the customer will have to accept the opt-in before they are added.

  • Common Issues

    Why is my newsletter form not sending subscribers to Mailchimp but sends later when I force resync?

    In this scenario, we've identified that these addresses coming through your sign up form have been mined and are being submitted by bots to your list (and others). They are being added too many times over a set period, and Mailchimp's spam algorithms are blacklisting them for up to 48 hours. They would transfer later when you initiate a force resync request because the temporary ban has been removed. You're can initiate a resync anytime, but ultimately, we believe you'll see these users opt-out because they never really signed up for the list.

    Why are there more contacts on my list after installing ShopSync?

    There could be various reasons why subscriber counts have gone up after the initial sync. In most situations, we've seen that the legacy 'Mailchimp for Shopify' integration was previously installed, and contacts were not added to the list. This could've been for a multitude of reasons, such as failures on submission to Mailchimp with merge tags being required, or simply a rejection by the API. When ShopSync was activated, these customers have finally been added the list.

    I connected the wrong store, how can I fix this?

    If you'd like to use the ShopSync app with another store you may disconnect and reconnect anytime. Simply go to your Shopify apps page and uninstall, then connect ShopSync to the store of your choice.

    I want to change my list, how do I fix this?

    If you'd like to use the ShopSync app with another list you may disconnect and reconnect anytime. Just go to your Shopify app settings and click the disconnect button at the top. Once disconnected, please re-authenticate with Mailchimp and initiate the sync process again.

    My promo codes aren't showing up after I create them

    Promo codes are not synced in real-time from Shopify to Mailchimp. Typically, these populate every few hours. However, if you're not seeing them right away, you can click the "Refresh" button on the app page that will fetch the latest codes available in your store.

    My Mailchimp pop-up form is not showing up

    Usually pop-ups begin to show after some time passes i.e. 24 hours. There are DNS resolutions that need to populate across servers. Once that process is complete, your pop-up should show up. If things don't resolve themselves by then, please contact Mailchimp support for further assistance.

    Automations and pop-ups not working after ShopSync

    If you're not already following, Mailchimp published a great how-to guide to make the transition to ShopSync. In there, you'll see a migration steps that should help you get those restarted. If for any reason they don't restart, you'll want to reach out to Mailchimp's support team for further assistance. They might be able to fuse these back together under the hood. Let us know if you have any follow up questions, happy to help anytime.

  • Everything Else

    Why do you offer this app for free?

    We're an independent group of shop owners and developers who rely on Shopify and Mailchimp every day to create online sales and power our marketing funnels. We use these apps to power other (income producing) projects which ultimately help us make sense out of developing and maintaining the codebase. Our plan is to keep things free or possibly offer a premium support option in the future. But, nothing has been decided at this point. If anything changes on our end we'll be sure to communicate with our customers well in advance of any change.

    Is ShopSync GDPR compliant and what about security?

    ShopSync is GDPR compliant because we do not store any of your user's data. Also, we ask users before installing the app to consent to data transfers into our United States based servers. We function as a secure pass-through service operating on full 256-bit encryption SSL (TLS 1.1) that connects your store to Mailchimp. We do not use, mine or re-distribute information coming from your store. If your customers ever ask for information regarding GDPR, you would be able to export or erase that information in Mailchimp.

    Do you all offer phone support or demos?

    At this time we don't offer phone support or demos. But, we're happy to answer questions over email and provide linkage to any relevant FAQ on our website.

    Do I need to uninstall or re-install ShopSync after I update my theme?

    No, you don't need to uninstall and re-install the app if a change or update your store's theme.

    Will ShopSync be around after the May 12 deadline when Shopify is scheduled to remove the "Mailchimp for Shopify" app?

    Yes, we plan to be here and continuing development on the ShopSync app well beyond the May 12, 2019 deadline. We're independent shop owners ourselves, and want to maintain the linkage between the two apps as long as we have the capacity to do so.

    Is there a limit to the number of users or subscribers I can transfer using ShopSync?

    No, there's not a limit to the number of subscribers you transfer from Shopify to Mailchimp. Our service operates as a bridge between the two platforms, keeping information in sync.

    I'm getting a "not-compatible" error when trying to install ShopSync

    Our app requires a Shopify storefront to be compatible. More specifically, we rely on checkouts to occur for the app to be able to function correctly.

    What are your support hours?

    Our support desk typically operates around are 9am to 3 pm EST, M-F. However, sometimes we check and respond to messages after hours and on the weekends. We can't guarantee a response during off periods.