Help and troubleshooting

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

Test with up to three available customers and check the result in your CRM. The test writes data and may trigger CRM automations. If no customers are available for your selection, choose Continue without a test; you can test later from Overview.

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: Select which customers and customer details to sync.
3. Test sync: Test with up to three customers and check the result in your CRM.
4. Start automatic sync: Confirm the test result, or continue without a test if no customers are available. Then start automatic sync. When existing customers are included, their import runs in the background without delaying automatic updates.

• 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 test step; 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 under Advanced options in step 4. You confirm the preview and import together before starting. A completed preview with no issues starts the import automatically. If the preview finds issues, review them and choose how to continue. The preview itself does not change CRM data. Automatic sync does not wait for the import to finish.

Historical import is optional. You can import existing customers later from Overview, or select Import existing customers again for another import. The confirmation shows an estimated duration. A preview run on its own does not start an import: review its result and confirm the import separately.

If you change which data to sync, test again before starting automatic sync. Save your choices, run a new test and check the result.

Previous test history remains available. Core contact data always syncs. For new connections, Order summaries, Email marketing status, and Customer history and language are enabled by default. Copying Customer tags to CRM fields and Geographic location are not selected initially. Saved choices are preserved. Check tags for sensitive information before enabling them.

The same choices apply to the test, imports and automatic updates; you can change them later in Settings.

Open the import history on Overview or check Activity. Completion messages are temporary. Estimated times can change with your store’s import history, the work remaining and delays at Shopify or your CRM.

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.
• Test with up to three customers and check their CRM records. If no customers are available for your selection, continue without a test; you can test later from Overview.

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 has not been imported yet.
• 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.

Choose customers with specific tags, new customers only, or all customers. Automatic updates apply to every option. Choose the customer information to sync separately.

Select at least one existing Shopify customer tag. A customer needs any one of the selected tags, not all of them. Existing matches are included in the initial import; customers tagged later become eligible for automatic sync. If a customer no longer matches, their CRM record stays but stops receiving updates. Work already running may finish.

The number of matching existing customers updates when you change the selection or tags. This is the number selected for import, not the number of new CRM records: some may match existing records.

Using tags to select customers does not require copying Customer tags into CRM fields. These are separate settings.

Switching to All customers opens an import confirmation when you save; confirming saves the selection and starts a background import. Cancelling leaves the saved selection unchanged. After changing tags, use Overview to import existing customers matching the new selection. Switching to New customers only uses the time you save as the new starting point; already linked customers keep receiving updates. Existing CRM records are not deleted.

Confirm the test result, or the no-customer path, then start automatic sync. When existing customers are included, their import runs in the background without delaying automatic updates.

New customers only includes customers created after setup, plus customers already linked by Bidson. Older, unlinked customers are not added just because they place a new order. Related Shopify B2B companies follow the customers being synced.

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 has not been included in an import yet.
• 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 Review 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.
• Subscription not recognized: select Check plan again in Settings.

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.

If settings changed, use Review and start a new import, check the current choices and run the offered preview. Confirm the new import after reviewing the result. Previously imported CRM data is preserved.

For matching issues, follow the action in Activity or Review.

When an update to an existing CRM record has an uncertain result, Bidson can verify and retry it automatically a limited number of times. If it still needs attention, use the offered check-and-resume action or open Review. Contact support when the issue says a safe retry is unavailable.

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 your Bidson CRM Sync subscription.

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.
• Test and check up to three customers, or continue without a test if none are available. Then start automatic sync.
• If you approve preview and import together, a clean preview starts the import automatically. Review any issues before continuing.

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.

Premium costs $49 USD per month per store and includes a 14-day free trial with full functionality and no Bidson customer limit or fee per update. Charges begin after the trial unless you cancel. Shopify shows the available trial and first billing date before approval; previously used trial days may reduce the remaining trial.

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.

All Premium features are included free during the beta period. Access is granted individually. We will notify you in advance when the beta period ends or its terms change. A paid subscription starts only if you approve it through Shopify.

In Settings, select Check plan again. If no active subscription is found, choose a plan through Shopify. The last verified plan is historical information, not confirmation of current access.

In Pipedrive, email and phone values written by Bidson show your Shopify store name. Older Shopify labels are updated on a later sync after Bidson checks that it manages those contact details. Manually maintained contact values are preserved.

Setup needs 19 Person custom fields, including one hidden field that tracks which contact details Bidson manages, 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.