Customer Management Troubleshooting

This page offers solutions for issues that you might encounter while managing customers in BackOffice.

Table of Contents

Customer Management

I want to search the Customer List by email address.

You can only search the BackOffice Customer List by first/last name. Export the customer list to a spreadsheet to view all customers and their details.

  1. Click 'Marketing'.
  2. Choose 'Export Customers'.
  3. Press 'Download'.
  4. Open the file in a spreadsheet editor (e.g. Excel) to see the complete list.
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The Customer List doesn’t display all of my customers.

The Customer List is displays your 20 most recent customers. For the full list, follow the instructions above to export customers.

I receive an error when I upload a spreadsheet to import new customer information.

There are a few errors you might see: “CSV file contains invalid characters,” “Imported file is invalid,” “Imported file content type is invalid,” and “CSV file must include both a header and a record.”

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Open the import spreadsheet and:

  • Check that you saved it as a .CSV file.
  • Eliminate any nonstandard characters that may cause problems.
  • Ensure the spreadsheet contains more than just a header row.
  • Try to import the file again.
  • When I modify my Customer List, I receive an error: "Record ID must be mapped to proceed."

    You cannot delete or change the Customer Record ID column on the spreadsheet you are using to bulk modify/delete customers. Modifying/deleting the Customer Record ID column causes this error.

    My add / modify / delete import job is complete, but there were errors.

    1. Click 'Download errors (CSV)'.
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    2. Open the file when finished downloading.
    3. Look at the first column (Errors) to see what went wrong.
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        “Either first name, last name, or email address must be present” – Customers must have at least one of these. This error also appears for blank rows left in the spreadsheet.
        “Email is invalid” – The email entered is in the wrong format. Check that its not missing the @ or the .com/.org/etc. Emails should look like this: email@address.com
        “Sales tax number can’t be blank” – If you entered ‘Yes’ in the Tax Exempt column, you must enter the customer’s tax number in the following column.
        “No customer associated with this ID” – This happens when Bulk Management can’t find a customer associated with that Customer Record ID. See above.
    4. Fix the errors and try the import again.