Updating customer email

Site URL: https://www.alexandrelawniczak.fr

Hi folks
I have a question about customer management in my online shop (www.alexandrelawniczak.fr)

Yesterday a customer bought an article in my shop but did not fill in his email address correctly when ordering. He did not receive a confirmation of his order (I sent it back to him afterwards)

Is it possible to modify the customer's account & update his email address directly in the customer manager?

Thank you for your help and have a nice day 👍

26 minutes ago, AlexandreZak said:

Is it possible to modify the customer's account & update his email address directly in the customer manager?

Unfortunately it is not possible to edit this information.

This issue is included on my list of Commerce Limitations that I posted in 2018, and it has yet to be fixed.

I recommend that you contact Squarespace by emailing privacy@squarespace.com to ask them to correct the information. I'll be interested to know how you get on, as accuracy of customer data is an important part of GDPR compliance.

Thank you for your help. I will contact Squarespace to exchange the subject with them. See you soon

Hello @paul2009, here is the response received by Squarespace

Hi Alexandre, 
Thank you for reaching out to us. 
At this time, it isn't possible to edit the email address associated with a shopper's order through your online store. Your customer's information will appear as they entered it at checkout in both your Orders panel and Profiles panel. 
It sounds like you have found where to resend your customer their confirmation email to the correct address regarding their order, but we outline how to do so here as well, just in case:
https://support.squarespace.com/hc/en-us/articles/360049390031-Customer-email-notifications#toc-resend-emails
If your shopper places another order on your site, they will have the ability to enter their correct email address at checkout which will appear in your Orders panel and Profiles panel properly. 

Hmm, not very helpful!

@AlexandreZak You may want to take a look at section 7 of Squarespace's Privacy Policy:

Quote

7. Your rights and choices

Where applicable law requires (and subject to any relevant exceptions under law), you may have the right to access, update, change or delete personal information.

You can access, update, change or delete personal information (or that of your End Users) either directly in your Account or by contacting us at privacy@squarespace.com to request the required changes. You can exercise your other rights (including deleting your Account) by contacting us via your Account or at the same email address. 

I just had the exact same issue, it's really really surprising this cannot be fixed. Now I not only had to enter the correct customer email to re-send the order confirmation, but have to remember, and re-enter it again on dispatch because the re-send feature doesn't overwrite the original address entered by the customer. This is really really bad usability, generally Squarespace has been pretty good, but this is a huge oversight. It shouldn't be that hard to change. 

I just had the same thing happen with a customer. Can't believe this still isn't rectified

This is crazy it is not possible for either myself or customers to correct email addresses for current purchases. This is causing me a massive headache as I have to manually remember the customer accounts that need to be corrected when sending out what they ordered. I deal with really large order numbers. 

Is there absolutely no way around this?

13 minutes ago, hjk said:

This is crazy it is not possible for either myself or customers to correct email addresses for current purchases. Is there absolutely no way around this?

Correct. As of today, Squarespace do not allow you - or your customers - to edit their details. You can only request a change via their privacy team, and they don't provide a very timely response - about 4-6 weeks in my experience.

You (and others reading this) can complain about this by contacting Squarespace Customer Care directly. They don't routinely monitor this forum for your responses. 

This is ridiculous. How can this not be fixed? So a customer accidentally enters a typo on their email address and there's nothing that can be done after that? I might have to move to a new platform just because of this.

Thank you @paul2009

I emailed "privacy@squarespace" with my concern.

This is actually a major issue with a lot of my customers. I do retail and wholesale through my site, and my wholesale customers constantly need to update info. I'm actively looking at other web hosting platforms for my online store because this has become a major hassle. 

I also need to update customer information for email blasts. Still unable to do, just off chat with customer service. It's insane.

Contacted Squarespace too, as this is an issue for me and my clients too. Thanks for your help as always @paul2009