FAQ's

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

No you won't need to uninstall and re-install the app if a change or update is made to your store theme.

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

no, there's no limit to the number of subscribers you transfer from Shopify to Mailchimp. Our service operates as a bridge between the two, keeping information in sync.

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.

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.

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.

How can I opt out of emails that are sent to me from ShopSync?

Occasionally, we may send you information about how-to's, updates, and other news. If you would like to disable communications, simply click the Disable button next to ShopSync Communications inside the app.

Why don't I see all of my products available to use in a Mailchimp campaign?

If you're creating a campaign in Mailchimp and you don't see all of your products listed, it's ok. By default, Mailchimp shows ten products in the drop-down selector. The other products are also available, but you'll need to start typing the product name that you want to add to a campaign, and it will become visible.

Customers who opted into my pop-up are being unsubscribed when they checkout, why?

The pop-up form is triggered by Mailchimp, and the opt-in feature at checkout in Shopify function independently from one another. The pop-up form is triggered by Mailchimp and associates with a particular audience. Meanwhile, your Shopify store connects customers at checkout with the same MailChimp audience (in most situations).

Unfortunately, there can be some situations with this set up that it can create a subscriber status that is out of alignment. For example, if someone opts into a pop-up form initially, but later does not opt-in at checkout it would unsubscribe them from Mailchimp.

We understand how this situation is not ideal. But, it's not really a bug. On the one hand, it's understandable that a store owner would want that customer to remain subscribed in the earlier example. But, what if that same customer, later on, decided they didn't want to be subscribed to marketing after all? There's unfortunately not a great way to handle this scenario across the board.

Our best suggestion around this quandary would be to check the "Preselect the sign-up option" under your store's settings. You can find this by going to Settings -> Checkout and scrolling down. This way, each customer that comes to your store will remain as a subscriber if they're already in your Mailchimp audience. If they uncheck it, it's a deliberate action where ShopSync will honor their unsubscribe.