CRM — common questions
Quick answers on duplicates, names, imports, segments, archiving, exporting and sync direction.
Short answers to the questions that come up most. For step-by-steps see the guides linked under each answer; for things going wrong see CRM troubleshooting.
Customers and editing
Why do two views show different customer counts?
The count always matches the rows you're looking at, after filters. It changes with your tag filter, your segment, and whether you're viewing active or archived customers. If a number surprises you, check those three. See Search, filter and segment.
Can I set first and last name separately?
Yes. Leave them blank and they're filled in from the Name field when you save (split on the first space). Set them yourself when the automatic split would get it wrong. See Add or edit a customer.
Can two customers share the same email or phone?
Yes, as long as their names differ. Duplicate-matching uses the full combination of name + email + phone, not email alone — so a couple who share a phone number stay as two separate records.
How quickly does a customer's spend and visits update?
They reflect orders as they close — the profile reads live figures each time you open it, so spend, visits and the spend trend are current.
Imports and exporting
Why didn't my CSV import every row?
Rows with an empty name are skipped — every customer needs a name. The usual cause is no column mapped to Name, or blank name cells. See Import customers.
Is it safe to import the same file twice?
Yes. Matching customers are recognised and left as they are; only genuinely new people are added. Re-running a file never creates duplicates.
Can I export my customers?
There's no export button on the customer list itself. To get your customers out, use CRM Sync to push them into HubSpot or Salesforce, or contact support. (Note: the Insights report's Items sold table does have a CSV export, but that's item data, not your customer list.)
Custom fields
Are custom-field changes retroactive?
Adding a new field makes it available on every customer straight away (empty until you fill it in). Deleting a field hides its values — but they aren't destroyed: re-create a field with the same key to bring them back. See Custom fields.
Archiving
Can I undo archiving someone?
Yes. Open the archived view (View archived), open the customer, and click Restore. Archiving is a soft delete — nothing is ever permanently removed. See Archive and restore.
Syncing to HubSpot / Salesforce
Does sync read data back from HubSpot or Salesforce?
No. It's one-direction — Tillable pushes contacts out. It never reads your CRM back, never sends marketing, and never deletes anything.
What happens if a sync errors?
The integration card shows a Last error message. Fix the cause (often an expired HubSpot token or missing Salesforce fields) and press Sync now to retry. See CRM troubleshooting.
Do my notes, tags or custom fields sync?
The sync pushes name, email, phone, lifetime spend, visits and last visit. Order history, notes and tags are not synced. See Connect and sync to HubSpot.