Customer Updates

What This Feature Does

Customer Updates lets you manage a customer’s details from one place in ItSynx, instead of logging into NetSuite, Shopify, NewStore, and Klaviyo separately to make the same change four times. Search for a customer by email, name, or phone, see every matching record across your connected systems side by side, and update, merge, or forget them in a single action.

This guide covers:

Searching for a customer across your connected systems
Updating a customer’s details everywhere at once
Merging duplicate customer accounts
Forgetting a customer (erasing their personal information)
Tracking what happened via the Customer Change Log

Before You Start

The systems you manage customers in need to be connected to ItSynx first. See the Getting Started guide.

Which Systems Are Supported

Customer Updates works across:

NetSuite
Shopify
NewStore
Klaviyo

Not every action is available on every system. Merging is supported for NetSuite, NewStore, Klaviyo and Shopify, for the systems where merging is enabled for your team. Updating and forgetting are supported everywhere.

Klaviyo is a special case when searching: since Klaviyo only supports searching by exact email match, ItSynx first checks your other systems for matching customers, then uses whichever emails it finds to look them up in Klaviyo too. You’ll see a banner reminding you of this if Klaviyo is one of your connected systems.

Searching for a Customer

Go to Customers and enter an email address, name, or phone number in the search box. Be as precise as possible — an exact email address gives the most reliable match.

If your search matches customers across systems who all share the same email address, you’re taken straight to that customer’s detail page.
If your search matches multiple different customers (different email addresses), you’ll see a results table instead, listing every match found in each connected system. Click any email address to drill into that customer.

If one of your connected systems is unavailable when you search, you’ll see a banner warning that results may be incomplete — the search still returns whatever it could find from the systems that responded.

Viewing and Updating a Customer

A customer’s detail page lists a row per system they exist in, showing their ID, email, name, phone, and mobile phone (where the system supports it).

Fields that differ between systems are marked Mismatch in red; fields that match everywhere are marked Matched in green, so mismatches are obvious at a glance.
Next to any mismatched field, click the sync icon to copy that value into every other system’s field for the same customer — a fast way to make everything consistent before saving.
Email is shared across every system for a customer and updates everywhere at once.

After you make a change, a Save button appears. Click it to queue the update — only the system records that actually changed are sent, and each system is updated independently in the background. You’ll be returned to the Customers list with a confirmation that the changes have been queued.

If the new email address is already in use by a different customer in one of your systems, the save is blocked with an error telling you which system is conflicting (NetSuite is the exception — it allows multiple customers to share an email, so no conflict check applies there).

Merging Duplicate Customers

Use Merge Customers when the same person has ended up with two separate customer records (for example, two Klaviyo profiles from checking out with slightly different details).

Search for the Source Customer (the duplicate you want to remove) and the Target Customer (the one you want to keep) by email address.
For each system where you find both a source and target record, a checkbox lets you choose whether to merge that system. Only systems where merging is enabled for your team appear as mergeable.
Review the source and target details side by side for each system, then confirm the merge.

The source customer is merged into the target and deleted afterwards — this can’t be undone, so double-check you’ve selected the correct source and target before confirming.

Forgetting a Customer

Use Remove (available from a customer’s detail page) when a customer has requested their personal information be erased, for example under privacy regulations like GDPR.

Forgetting a customer doesn’t delete their record — it obfuscates their personally identifiable information (name, email, and phone) across every connected system, replacing it with an anonymised placeholder. This keeps historical order and transaction data intact while removing anything that identifies the individual.

Click Remove, confirm in the dialog that appears, and the change is queued to every system the customer exists in. This action cannot be undone.

Customer Change Log

The Customer Change Log gives you a full audit trail of every update, merge, and forget action that’s been queued, per system:

System and Type show which integration and entity the change applies to.
Entity shows the email address of the customer the change affected.
Action shows what was done (Update Customer, Forget Customer, or Merge Customers).
Changed By identifies the person who requested the change. Their name remains in the history even if they later leave your team or change their account name.
Click a row’s payload to see exactly what data was sent.
Started/Succeeded/Failed timestamps show whether the change has been processed yet, and whether it completed successfully.
Filters narrow the log by status (queued or running, successful or failed) and by period (today, the past 7 days or the past 28 days).

The Customer Changes card on your Dashboard counts queued, successful and failed changes for today, the past 7 days and the past 28 days. Click any count to open the Customer Change Log showing exactly those changes.

Use this log to confirm a change has gone through, or to investigate why a customer’s details in a particular system haven’t updated as expected.

Seeing Who Made a Change in NetSuite

When enabled for your team, ItSynx also records the person’s name on the customer record in NetSuite when updating, forgetting, or merging customers. For a merge, the name is recorded on the customer you’re keeping.

This helps your team investigate changes directly in NetSuite, without switching back to ItSynx to identify who requested them. When the recorded name changes, it appears in NetSuite’s System Notes.

If the same person makes consecutive changes, NetSuite may not show a new System Note for their name each time. The Customer Change Log in ItSynx still records the person against each action.

Speak to your ItSynx administrator if you’d like this enabled for your team.

ItSynx user guides