Help and troubleshooting

Install the app, choose your CRM, and connect the intended account. Then follow the guide:

Bidson prepares required CRM fields automatically. Capsule requires Starter or higher and admin access.

• 1. Connect CRM: connect the intended account and prepare or check its required fields.
• 2. Choose data: explicitly choose new customers only or include existing customers. Open Choose what to sync to review the data groups and CRM field reference, then continue. Saving these choices does not import customers or start automatic sync.
• 3. Test sync: import up to three available customers. This test is required whichever option you choose. It writes to your CRM and may trigger CRM automations. If Shopify has no customers, add a test customer first.
• 4. Start automatic sync: check the test customers in your CRM and confirm the result. With existing customers selected, this also starts their import in the background by default. Automatic sync starts without waiting for the import to finish.
• SuperOffice: Fields are prepared automatically; an administrator publishes them.

Compare Bidson’s field reference with your existing integration before the test. Pause the previous integration before testing if it writes the same Shopify data to the same CRM fields. The optional full preview is available after the required test; completing setup also starts automatic sync.

Yes, if it writes the same Shopify data to the same CRM fields. Pause it before the test import and keep it disabled before automatic synchronization to prevent competing updates.

Bidson reuses saved links, then checks Shopify customer ID and email. Repeated imports use the same process. If several contacts could match, the update stops instead of guessing. Review the test customers before automatic synchronization.

Bidson uses the exact field names shown in the guide. It does not map data to arbitrary custom fields.

• Shopify labels put the source last, such as Orders (Shopify).
• Similar fields from an older setup may remain separate.
• Check the test customers and any CRM automations that use these fields.

Preview import is optional. In step 4, after confirming the test results, open Advanced options to select it for existing customers. Finishing setup then starts automatic sync and a read-only preview, not the full import. When the preview finishes, review the banner at the top of Overview and select Import existing customers to confirm the import separately. A preview does not change CRM data.

Historical import is optional. You can import existing customers later from Overview, or use Import existing customers again for another import. The confirmation shows the estimated time and plan allowance. Advanced options offers an optional preview before the first full import has completed; it is normally hidden afterwards. A failed or cancelled optional preview does not itself require another preview before import.

Changing data choices makes the previous test confirmation invalid. Save the choices, run a new test and check its result before activation. Previous test history remains available. Core contact data always syncs. The first four optional groups are enabled by default; Geographic location is off. Review Customer tags for sensitive information before enabling synchronization. The same choices apply to the test, imports and automatic updates; you can change them later in Settings.

The preview changes nothing; the test import writes up to three selected customers.

• Preview: shows which customers would be created, linked to existing CRM records, or updated, plus B2B relationships needing review. The preview itself does not create these links or change CRM records.
• Required test: import up to three customers and check their CRM records.

Open the selected CRM records and check:

• Email, phone, and other contact details.
• Enabled Shopify data and order summaries.
• For B2B customers, the linked CRM company and person-to-company relationship.
• CRM automations that use updated fields.
• Field names against the expandable reference in the guide.

Yes. Stores sharing one CRM account are updated one at a time to prevent conflicts. Large imports may therefore take longer than with separate CRM accounts.

Yes. The app handles both safely using current Shopify data. Automatic updates may make the full import take slightly longer.

The totals can represent different things. Common reasons are:

• Shopify rejected rows in an imported customer file.
• Bidson updated an existing CRM contact instead of creating one.
• A customer needs action or is outside the plan limit.
• In Close, customers are Contacts; the Lead count is not the customer total.

Bidson uses the CRM's normal email and phone fields: People in Attio and folk, Persons in Pipedrive, Person records in Capsule, and Contacts in Close. SuperOffice uses Person records for customer contact details. Shopify and purchase data use separate app fields.

Bidson never deletes CRM records or data outside the Shopify fields managed by Bidson.

• An enabled Shopify field can be cleared when its value is removed from Shopify.
• Disabling a data group stops future writes but keeps values already stored in the CRM.

Bidson first checks a saved link and the Shopify customer ID; it does not rely on email. If no CRM record can be identified safely, it creates a contact and saves the exact link for future updates.

Bidson never guesses between several matching contacts. The affected update stops in Activity while other customers continue. Review the possible contacts before retrying, and remove information only if it is genuinely incorrect.

An email change does not create a new contact because Bidson uses the saved Shopify-to-CRM link. If the linked CRM record is gone, safe matching runs again before anything new is created. Check Activity if no match is safe.

Bidson uses Shopify's current customer totals; it does not import individual orders.

• Orders linked to a Shopify customer can affect all order summary fields.
• Guest orders without a Shopify customer are ignored.
• A cancelled order may remain the latest order.
• A fully refunded order may have a current value of zero.

Bidson synchronizes Shopify customers to CRM people or contacts and Shopify Companies to the CRM's native company record.

• Attio Companies, Close Leads, folk Companies, Capsule Organisations and Pipedrive Organizations. SuperOffice: Contact.
• Matching uses saved links, exact Shopify Company ID, or a confirmed same-name candidate; names never match automatically. Conflicts stay until safely rechecked.
• Company locations and permission roles are not mapped as separate companies or job titles. Customer order totals remain customer-specific.

CRM name changes are never sent back to Shopify.

• Company: Shopify is the source for the name. A CRM-only rename can be changed back to the Shopify name on the next synchronization.
• Person created by Bidson: Shopify is the source for the name, so a CRM-only rename can be overwritten.
• Existing CRM person linked to Shopify: the CRM name is preserved and is not overwritten by Shopify.

Bidson uses Shopify's current customer totals and the store currency.

• Individual order records are not created.
• POS and test orders count only when Shopify includes them in the customer's totals.
• Money fields use the store currency; currencies are never combined.
• After changing store currency, review the configuration before writes continue.

After the required test, confirm setup. New Shopify customers and previously imported customers then sync automatically. Older customers are not added by later purchases or changes; import them separately, now or later, with a time estimate and optional preview.

Usually, but not always immediately. Large imports, many updates, or temporary Shopify or CRM delays can increase the wait, so an exact completion time cannot be guaranteed.

Yes. The work continues in the background. Return to Overview or Activity later to check its status.

Check the latest import and Activity. Follow the action shown for the affected customer, or select Contact support when the app cannot offer a safe resolution. Common reasons are:

• The customer was skipped at the Free plan limit.
• A match or CRM write needs action.
• The order has no associated Shopify customer.
• A temporary problem is waiting for an automatic retry.

Contact customer support

Open Needs attention and select Resolve issue.

• Several contacts match: correct only confirmed duplicates. Contact support if the customer’s identity is unclear.
• A CRM contact is already linked: correct or merge records so each Shopify customer has its own contact.
• A value was rejected or tags are too long: select Edit customer, correct the indicated value, and save.
• Select Check again. Bidson CRM Sync rechecks the data and syncs the customer once resolved.

Select Resolve issue on the affected company relationship.

• One or more companies may match: select or confirm the correct CRM company.
• The person belongs to the wrong company: approve the move, or correct the relationship in Shopify or the CRM and verify.
• Several companies share a Shopify Company ID: identify the correct company and correct the identifier or link before verifying. Renaming a company does not remove a duplicate ID. Contact support if unsure.

Follow the specific action shown in Activity or Settings:

• Expired CRM access: select Reconnect and approve the correct account.
• Field configuration or currency: correct the setting named by the app and retry.
• CRM permission, feature, or plan limit: update the provider account before retrying.
• Free customer limit: upgrade and select Synchronize remaining customers.

Check Overview or Activity. Do not start another full import while one is active.

• Delayed: wait for the automatic retry; times are estimates.
• Cancel the import if needed. Already imported customers remain in your CRM.
• Use Check and resume import when offered. If it cannot continue, select Contact support.
• If the account or settings changed, follow the instructions for a new import.

Contact customer support

Check these sources in order. Refunds, cancellations, removals, and order edits can change Shopify's current totals:

• The customer's current data and order totals in Shopify.
• Your data choices in Settings; Geographic location is off by default.
• Activity for configuration or currency errors.

Use Review and start a new import in the recovery message, check the current choices and run the offered preview. After a successful preview, confirm the import from Overview. Previously imported CRM data is preserved. This starts a new import rather than resuming the old one with changed settings. For a customer or company matching issue, use the action shown in Activity, correct the records and check again. If an earlier CRM write cannot be verified, contact support from that issue before continuing.

Capsule's hourly API quota is temporarily full; the import has not failed. Progress is saved and processing resumes automatically at the estimated time. Act only if the status changes to Action required.

Capsule Free lacks enough custom fields for all required Bidson fields, so Capsule Starter or higher is required. Your Capsule subscription is separate from Bidson CRM Sync's Free or Premium plan.

Select Contact support in the app. Problem details are included automatically; you do not need to copy error codes or a Support ID. Check the prefilled store email and change it if replies should go elsewhere. Add what you expected to happen. Customer records and access credentials are not included.

Contact customer support

Needs attention means an action is available, such as correcting a setting or checking and resuming the import. Follow the action shown. Import failed with support required means the app cannot safely continue through self-service; select Contact support.

The CRM may not have confirmed that an update was saved. For example, a missing SuperOffice confirmation does not establish the cause or prove an API limit was reached. Check and resume import verifies the result before continuing from saved progress. If verification still fails, select Contact support.

Choose Reconnect in Activity or Settings and approve the correct CRM account. Bidson keeps completed setup and rechecks the configuration.

• Expired authorization pauses affected work; waiting updates and saved links remain.
• Preview the customer import again or rerun the test import if requested.
• Retry the affected synchronizations when Activity offers it. Use Disconnect only to switch account or CRM.

Disconnect the current CRM in Settings, then connect the new workspace, account, or provider.

• Disconnecting pauses synchronization and removes waiting work and local links.
• Existing CRM people and contacts are not deleted.
• Choose the data to sync, complete the required test sync, then start automatic sync.
• A full import requires separate confirmation.

Premium has no Bidson limit on linked customers or sync events, and no fee per update. Normal Shopify, CRM, platform, and API limits still apply.

Customers linked before the Free limit continue to update.

• New unlinked customers are skipped, not partially synchronized.
• After upgrading to Premium, use Synchronize remaining customers to start synchronization for the customers skipped at the Free limit.

Completed import and automatic-update history is normally kept for 90 days. Failed imports and updates are kept for 30 days. Successful per-customer import details are kept for seven days. Active links and unresolved review items have separate lifetimes.

Synchronization stops immediately. Shopify sessions and billing state are deleted, active ordinary work is cancelled, and normal CRM access is removed unless required for outstanding privacy work.

• People and contacts already written to the CRM remain there.
• Required encrypted CRM access is isolated in compliance-only mode until outstanding privacy work completes.
• Shopify's later shop redaction request removes remaining installation and shop data.

In Pipedrive, email and phone values written by Bidson show your Shopify store name. Existing Shopify labels are updated on a later sync when ownership is verified. Manually maintained contact values are preserved. Setup needs 19 Person custom fields, including one hidden contact-ownership field, and one Organization identity field. If field capacity blocks setup, free a custom-field slot or adjust your Pipedrive plan, then check the fields again.

The prepared fields must be reviewed and published by a SuperOffice administrator. Review any other pending field changes before publishing, then return to Bidson and check the configuration again. Synchronization stays paused until the published fields are verified.

SuperOffice setup and fields

SuperOffice's managed Tags field accepts up to 199 characters including commas and spaces between tags. Shorten the Shopify tags or turn off the Customer tags data group, then retry the record. Other customer records can continue syncing.

Disconnect in Bidson to remove its stored connection and credentials. An administrator should also revoke the app's access in SuperOffice.