Importing Customers

You can import customers by clicking Admin > Customers > Customer Import.

The customer import section provides the steps you'll need to download the customer import CSV, enter your customer information, and import it back into Syncro.

 

Bulk Updating Customers

1. Export your customer file by navigating to Admin > Reports > Customer Export to CSV:

2. If it's a large file, this may take a few minutes. When it's ready, you'll find it in /reports/downloads.

3. Edit the file in Excel. It should look something like the following image, and you can scroll down this page to see each of the columns detailed:

Notes

Ensure that each customer has a unique ID or that the name, phone and email are unique enough not to overlap entries.

Some Users have found it necessary to supply the Opt_Out (true or false) in order to import successfully. If you find you are having issues importing, add data to that column for every customer depending on the desired setting for if they want emails or not.

4. Reimport the edited file in the same place you downloaded the template under: Admin > Customers > Customer Import

 

Columns in Customer CSV Export

id: The unique ID that the software has assigned to that customer. It is not recommended you modify this.
firstname: The customers first name
lastname: The customers last name.
email: The customers email address
address: The main address for the customer
address_2: Used for apartment number, etc.
city, state, and zip: The customer's location information
phone: A phone number serves as the unique ID for the customer. It is recommended you include one.
mobile: A mobile phone number is required for SMS
location_id: It is not recommended you modify this.
business_name: If the customer has a business, or if this is a business account, include the business name here
created_at: System driven. It is not recommended that you edit this unless you specifically need to.
updated_at: System driven. It is not recommended that you edit this unless you specifically need to.
referred_by: You can customize referred by sources in Admin > Customer Preferences. You can then add these sources to this field for your reports.
custom_fields: Refer to the customer import document for more information
all_phones: If there are additional phones, they will be included here
no_email: Set to TRUE if customer should not be permitted to receive email or FALSE if customer should be permitted to receive email
opt_out: Set to TRUE if customers want to opt out of marketing emails or FALSE if they want to receive them.
disabled: Set to TRUE to delete/disable the customer.

 

Specific Situations

1) Customers have been set to "no email"

It is possible for your customers to be automatically set to no email. This happens if the system detects a bounced email from the customer. Their name will then show in Admin > Reports > Customer Opt Outs. You'll also be notified of this when you try to email them through the system. This is designed to keep your email from getting blocklisted / flagged as spam. If you have a large number of these in the system, you can perform a bulk update to reset these.

To make it so that all your customers are permitted to receive email, set no_email to FALSE. If you do not have a no_email column in your export, go ahead and add it.

2) You would like to delete all your customers' phone numbers

Delete the information from the appropriate column(s).

3) Bulk deleting Customers

If you would like to bulk delete customers, you will want to set the "disabled" column in the CSV to TRUE for each customer you would like to delete.

You can then download either our Minimal, or Complete CSV files to format your customer list. The Complete CSV will allow you to enter all field information about your customers, while the minimal is just the minimum requirement.

If you use the Complete CSV, you can leave columns blank if they aren't applicable. Just make sure no columns are blank that are required in your settings: Admin > Customers > Customer Preferences.

The complete CSV will have the following headers. If any of these are modified, the CSV will likely not import, or import incorrectly:

At a very minimum, you must have at least 2 of the 4 following fields populated for a successful import:

If you have customers on your CSV without an email and/or phone, please go to Admin > Customer > Customer Preferences and turn these off as required fields before attempting the import. If your account settings require phone or email, and these fields are blank, the import will fail or come in incorrectly.

 

Custom Fields

We recently added custom fields to the export and import. The format is:
"field name:value;next field:value"
so; field:value, with semicolons between them.

The only easy way to populate them is to set all the fields you want on a test customer, export it, and copy that column with edits to the rest of your file. It must be very exact, so take care in this if you want it to work well for you.

 

Troubleshooting

If you think your csv file has all the right fields, but your import email from us says it imported 0 customers, try uploading your CSV to this test site and see if the columns are correct.
https://csv-validator.herokuapp.com/

Also, the CSV format must be in UTF-8 to import correctly. If you get this error in your tests, upload the CSV to Google Drive, and then re-download. This should automatically convert it to UTF-8.

* NOTE: Long UPC numbers may not display properly in Excel, as Excel automatically shortens long numbers to scientific notation. You may want to turn off this option, as importing a CSV with scientific notation into the software will not store data properly.

TIP: Generally if you have a low percentage of failures, it's just some bad data in the import file. It the percentage is over 20% the file probably needs to be adjusted to fit our format.

The error summary is grouped by the fields that failed validation, so if it says: "email,phone,mobile invalid:" that means those records failed all of those fields at the same time. That could mean you have those fields marked as required in the settings, but they weren't found in the CSV.

 

Keywords: Customer, import, CSV, export