Who Is This For?
StoreHub merchants on the Advanced Plan (or higher) who are switching to StoreHub Membership and want to bring over their existing customer points, cashback balances, and loyalty data from a previous system.
Overview
This article explains how to import your existing customer loyalty data into StoreHub Membership using the Migrate Member Info tool in BackOffice. It covers downloading the template, preparing your data, uploading the file, understanding import results, and fixing errors.
Importing your loyalty data means your customers keep the points and cashback they have already earned, so the transition to StoreHub Membership is smooth for everyone.
Before You Begin
You must be on the Advanced Plan or higher.
Access to BackOffice.
Membership must be enabled. See this article to learn how.
Enable 'Customer List' under 'Access Control' in BackOffice. The import tool will not be visible without this.
Only one import can run at a time. Wait for the current import to finish before starting another.
Prepare your customer data in a spreadsheet application (e.g., Google Sheets, Microsoft Excel) that can open and save CSV files.
Step-by-Step Guide
Find the Import Tool
1. In your BackOffice, go to 'Membership', then click 'Membership Settings'.
2. Click the 'Migrate Member Info' button in the banner at the top of the page.
Note:
If you do not see the 'Migrate Member Info' button, make sure 'Customer List' is enabled under 'Access Control' in BackOffice.
Download and Prepare the Template
1. On the Migrate Member Info page, click 'Download Template' to download a CSV file.
2. Save the CSV template file to your computer.
3. Open the template CSV file in your spreadsheet application.
4. Fill in your customer data following the format rules below.
Required and optional fields:
Field | Required? | Format Rules |
Phone Number | Yes | Include country code (e.g., 60 for Malaysia). 8–15 digits, numbers only. No spaces, '+' signs, or dashes. Example: 60123456789 |
First Name | Yes | Text |
Yes | Valid email address | |
Last Name | No | Text |
Points Balance | No | Whole number only (e.g., 150, not 150.5). Cannot be negative. Leave blank if 0 or not importing points. |
Cashback Balance | No | Leave blank if not importing cashback. |
Birthday | No | Format: YYYY-MM-DD |
Membership Join Date | No | Format: YYYY-MM-DD. If left blank, the date you import the data will be used. |
Membership Tier | No | Must match your tier rules. If the points listed do not qualify for the tier name entered, the row may be skipped. |
5. Save the file, making sure it remains in CSV (.csv) format.
Upload Your File and Match Columns
1. Go back to the 'Migrate Member Info' page in BackOffice.
2. Click 'Import CSV'.
3. Click 'Choose File', then select your completed CSV file.
4. Match your CSV columns to StoreHub fields.
Notes:
If you use the template, StoreHub should match columns automatically. Check that they look correct.
If you use a custom file with different column names, select the correct StoreHub field from the dropdown list for each column.
5. Check all mappings carefully, then click 'Import'.
6. A pop-up will appear asking for confirmation. Click on 'Import Members' to proceed.
Note:
The import runs in the background. You can leave the page or do other tasks in BackOffice while it processes.
Check Your Import Status
1. Go to the 'Migrate Member Info' page to check progress. The status will show one of the following:
Status | What It Means |
Importing | Your file is being processed. Wait for it to finish.
|
Completed | All rows were imported successfully.
|
Completed with Errors | Some rows could not be imported. Check the Error File to see which rows were skipped and why.
|
Note:
You will also receive an email notification when the import is done.
Review Import History
1. On the 'Migrate Member Info' page, scroll to the import history section to review past imports.
You can download:
Original File: your uploaded CSV
Error File: lists rows that failed and explains why (only available for imports with errors)
Notes:
Import records and downloadable files are kept for 7 days only.
The import history also shows who started the import and when (audit trail).
Fix Import Errors
If your import status shows 'Completed with Errors', follow these steps to fix the skipped rows.
1. In the import history, find the import with errors and click 'Download Error File'.
2. Open the Error File (CSV). The last column explains why each row failed.
Common error reasons: "Invalid phone format", "Customer already has a points balance", "Points balance does not meet specified tier threshold"
3. Fix the errors in the affected rows based on the reasons given.
4. Create a new CSV file containing only the fixed rows. Do not re-upload your original file.
5. Go back to 'Migrate Member Info' and repeat the upload steps (steps 9–12) using the new file.
6. Check the status of the new import. If it still shows errors, download the new Error File and repeat the process.
How StoreHub Handles Your Data
Understanding how the import works helps you avoid errors and set the right expectations.
Scenario | What Happens |
Phone number is new | StoreHub creates a new customer profile with the details from that row. Points and cashback are added. |
Phone number already exist: customer has 0 points/cashback | The balances from your import file will be added. Empty fields (email, birthday) will be filled with your CSV data. |
Phone number already exist: customer already has points/cashback | Existing balances are kept. StoreHub will not overwrite existing points or cashback with imported data. |
Existing cashback customer: not yet a member | They will become a member (starting at Tier 1) only after they make another transaction once Membership is live. |
You want all existing cashback customers to become members immediately | This requires a manual import process. The Migrate tool will not work for customers who already have cashback balances. Contact StoreHub Support for help. |
Imported balances in customer history | Imported amounts appear as a 'Manual Adjustment' in the customer's points or cashback history. |
Points/cashback expiry | Imported balances follow the normal expiry rules you have set in your Membership settings at the time of import. |
Membership tier placement | Customers are placed in the correct tier based on the points in your file and the tier rules you have set up. If the data does not match your tier rules, the row may be skipped. |
Troubleshooting
Issue | Solution |
'Migrate Member Info' button is not visible | Enable 'Customer List' under 'Access Control' in BackOffice. |
Import fails with "Invalid phone format" errors | Make sure the phone number includes the country code (e.g., 60 for Malaysia), it is 8–15 digits, and contains only numbers, no spaces, '+' signs, or dashes. |
Row skipped: "Customer already has a points balance" | StoreHub will not overwrite existing points. If the customer already has a balance, the imported row is skipped to protect their data. |
Row skipped: "Points balance does not meet specified tier threshold" | The points in your file do not qualify the customer for the tier you entered. Check your tier settings and adjust the points or tier name in the CSV. |
Import stuck on 'Importing' for a long time | Only one import can run at a time. Wait for it to finish. If it does not complete after a reasonable time, contact StoreHub Support. |
I accidentally re-uploaded the original file instead of the corrected file | Rows that were already imported successfully will likely be skipped (as duplicates). Download the Error File to check, then create a new file with only the rows that still need fixing. |
I want all existing cashback customers to become members immediately | The Migrate tool does not handle this. Contact StoreHub Support for a manual import process. |
FAQs
1. Do my customers lose their existing points or cashback when I import?
No. StoreHub never overwrites existing balances. If a customer already has points or cashback, their current balance is kept. Only customers with 0 balances will have the imported amounts added.
2. What file format do I need?
CSV (.csv). Download the template from the Migrate Member Info page to make sure your file has the correct columns and format.
3. Can I import data more than once?
Yes, but only one import can run at a time. Wait for the current import to finish before starting another. For error corrections, create a new CSV with only the fixed rows. Do not re-upload the original file.
4. How long are import records kept?
Import records and downloadable files (original file, error file) are kept for 7 days only.
5. What does "Manual Adjustment" mean in my customer's history?
When you import loyalty data, the imported points and cashback appear in the customer's history as a 'Manual Adjustment'. This is normal and shows the balance was added through the import tool.
6. Do imported points and cashback expire?
Yes. Imported balances follow the same expiry rules you have set up in your Membership settings at the time of import.
7. What if a customer's phone number is in my file but they are already in StoreHub?
StoreHub matches customers by phone number. If the customer already exists, their empty fields (email, birthday) will be filled from your CSV. Existing balances will not be overwritten.
8. Can I assign tiers during import?
Yes. Include the tier name in the Membership Tier column. However, the customer's points must meet the threshold you have set for that tier. If they do not match, the row will be skipped.
9. I have customers with cashback but I want them to be members immediately. What do I do?
The Migrate tool does not convert existing cashback customers into members. Contact StoreHub Support to arrange a manual import process.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
Was This Article Helpful?
Let us know below or contact support for further assistance.