Initial Sync

Before any data is processed by ShopSync, we perform integrity checks with Mailchimp to ensure these customers can be sent to the Audience that is connected.

For example, if someone has opted out of an Audience 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.

If you delete a customer from an audience, it removes their history from Mailchimp. Unsubscribing keeps a trace of the customer, and we use it as a baseline for our logic.

If there's no record of the customer in Mailchimp, we will then add them a subscriber if they've Accepted Marketing in Shopify.

On-going sync between Shopify and Mailchimp

As transactions occur, we'll continue adding customers, orders, and products from your store that "Accept marketing" to Mailchimp in real-time. If someone unsubscribes from a Mailchimp campaign or automation in the future, we'll sync the opt-out status back to Shopify and vice versa. There's no need for manual interaction after install. We'll work our processes background, keeping your store and Mailchimp synced at all times.

After the initial sync is complete, we'll add customers that visit your store who are deemed transactional as well. That way, you can use Mailchimp's automations to trigger abandoned carts and order notifications.

We rely on Shopify to send us webhooks for any kind of update on customers, products, and orders. Depending on the volume on Shopify's infrastructure at that specific point in time, webhooks may have been delayed. Normally, transfer times are in real-time to Mailchimp.

What type of information is synced?


Customers who opt-in at checkout or subscribe using the standard newsletter form will be synced. Those customers who subscribe at checkout will include product, order details, campaign, and subscriber activity. Other meta-information includes first, last name, and the API sign up source (ShopSync). Mailchimp reporting will handle all other totals with revenues, click stats, and campaign attribution.

Transactional Customers

Transactional customers are those who do not Accept Marketing in Shopify but can be sent Mailchimp Automations such as abandoned carts and order notifications. Their email address, first, last names, and address are visible in Mailchimp about these users. If they later convert to a subscriber, purchase activity will be added.

Sync Examples

Unsubscribe from Mailchimp back to Shopify

Unsubscribe from Shopify back to Mailchimp

Subscribe from Shopify back to Mailchimp

Syncing a newsletter form submission from Shopify to Mailchimp

How long does it take to sync my store?

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. Please note, Automations will not trigger during the sync process.

Also, if you think the sync is stuck, hang tight, it's probably queueing up background processes that will eventually start pushing data. We don't recommend clicking the "Force Resync" button unless it's been over 24 hours.

We're unable to speed up a sync, please allow ample time for the process to complete.

Troubleshooting the initial sync

If the initial sync starts, but spins, times out or does not complete successfully, we have found that one of the below methods typically resolves the issue. If you could try the following before contacting support, it can significantly assist in reducing troubleshooting time and awaiting a response from our team.

  1. Cancel out of the current sync or process if it is still has not completed

  2. Clear your cache and browser cookies from the beginning of time. Here is a step-by-step guide to show you how to clear.

  3. If that still doesn't work, try completing the sync again using an Incognito window in Google Chrome, private window in Firefox or Safari.

  4. If it persists, the next step would be to try the sync using a different device.

Should none of those options resolve the issue, it may be necessary to perform the actions using a different device on a different internet network. Like at home, school, or work. For context, whenever an internet application is accessed and worked with on a device, that device as well as the internet browser being used stores data which can interfere with new processes until the cache is cleared.‌

Steps to follow when trying to fix a sync