Why isn't my Shopify sales platform connected to Marsello?

If you're switching sales platforms, you can keep your existing Marsello account, customer database, loyalty program and marketing history intact while you connect your new eCommerce platform. This guide covers moving from WooCommerce to Shopify: exporting and importing customers, disconnecting WooCommerce and connecting Shopify to Marsello.

Changing eCommerce sales platforms

Moving from WooCommerce to Shopify

Before you get started

💡 Tip: To make sure your move from WooCommerce to Shopify goes smoothly:

Back up your WooCommerce store before exporting data
Ensure your WooCommerce plugins are fully up to date
Plan which customer data fields you want to export
Review whether you need:
- Name and email
- Purchase history
- Custom fields
- Marketing preferences

Check the App Status page to rule out an outage before you start.

Step 1: Export customer data from WooCommerce

Exporting basic customer data

In your WooCommerce admin, go to:
WooCommerce > Reports
Select the Customers tab.
Click:
Export CSV

This downloads your customer data as a CSV file.

Exporting detailed customer data using a plugin

In WordPress, go to:
Plugins > Add New
Search for:
"WooCommerce export"
Install your preferred export plugin.
Open the plugin settings page.
Select the customer data fields you want to export.
Optional:
- Set date filters
- Include custom fields
- Export purchase history
Click:
Export

Step 2: Import customers into Shopify

In your Shopify admin, go to:
Customers
Click:
Import
Select:
Add File
Upload your WooCommerce customer CSV file.
Click:
Import Customers

Step 3: Disconnect WooCommerce from Marsello

In your Marsello dashboard, go to:
Settings > Connections > Sales Platforms
Click Disconnect next to the WooCommerce integration.

💡 Tip: After you disconnect WooCommerce from Marsello, remove any Marsello-related plugins from WooCommerce to help avoid conflicts during the transition.

Step 4: Connect Shopify to Marsello

On the Settings > Connections > Sales Platforms page in your Marsello dashboard, click Connect Sales Platform.
Locate Shopify and click:
Connect
You’ll be redirected to the Marsello Shopify App listing.
Click:
Install
Log in to Shopify if prompted.
Click Install again to authorize the connection.

Once Shopify is connected to Marsello:

Shopify orders will sync into Marsello
Customer profiles will sync automatically
Your Shopify sites will appear under the Sales Platforms page

How Marsello handles customer syncing

⚠️ Important: After you connect Shopify to Marsello, customer data starts syncing automatically.

Marsello uses each customer's email address as the main way to identify them (their primary unique identifier).

Because Marsello identifies customers by email address, when Shopify customers sync:

Existing customers in Marsello will be matched to Shopify records
Duplicate profiles are avoided where emails match
New customers from Shopify will be added automatically

What Marsello data stays intact when you move from WooCommerce to Shopify?

Your existing Marsello account and loyalty setup remain active throughout the migration.

The following data stays intact:

Customer profiles
Loyalty points balances
VIP tiers
Referral data
Email automations
Campaign history
Marketing performance data

Still not working?

If you still need help, see How to contact Marsello support. To help our support team solve the issue faster, include the error message you see, a screenshot of the message and one or two example customers who are affected (their email addresses), plus your store name and an order number, where these apply.

Summary

To switch from WooCommerce to Shopify while connected to Marsello:

Export customers from WooCommerce
Import customers into Shopify
Disconnect WooCommerce from Marsello
Connect Shopify to Marsello
Allow Marsello to sync and match customers by email

This process helps ensure your loyalty program, customer history, and marketing setup continue without interruption.