Customer not found or wrong company
When a draft order is tagged LevelOps-Customer-Not-Found, the sender’s email address was not found in your Shopify customer database.
Why it happens
Section titled “Why it happens”LevelOps matches customers by email address only. Name matching is never used. Common causes:
- The person forwarding the PO is not the customer in Shopify (e.g., you forwarded it yourself).
- The customer’s email in Shopify is different from the email they sent the PO from.
- The customer does not exist in Shopify yet.
Fix it
Section titled “Fix it”Option 1: Update the customer in Shopify
Section titled “Option 1: Update the customer in Shopify”Add the sender’s email to the customer record in Shopify Admin > Customers. Future orders from that email will match automatically.
Option 2: Use the customer override
Section titled “Option 2: Use the customer override”If you are forwarding on behalf of a customer, add this line anywhere in the forwarded email body:
Shopify Customer: customer@example.comLevelOps uses that email to look up the customer instead of the sender address. See customer override for details.
Option 3: Link manually
Section titled “Option 3: Link manually”Open the draft order in Shopify and assign the correct customer manually.
Wrong company resolved
Section titled “Wrong company resolved”If the correct customer was found but the wrong B2B company was assigned, check the company/customer hierarchy in Shopify Admin > Customers > Companies. LevelOps uses Shopify’s native B2B company resolution, so fixing the association in Shopify fixes it for all future orders.