Migrations & Replatforming
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Common Questions
How do customer support ticket history and case notes (from the old helpdesk) get linked to migrated customer records in the new Gorgias/Zendesk-Shopify setup?
Helpdesk history links to migrated Shopify customers by email address, with phone as a fallback. Gorgias matches incoming contacts against the Shopify customer record on email, and can also match on the phone number from the default shipping address (per Gorgias docs, September 2026). A Zendesk import carries up to two years of data.
How do we handle inventory data for products that are discontinued on the old platform but still have open backorders that need fulfilling post-migration?
Discontinued SKUs with open backorders must migrate as real, fulfillable variants, which breaks the usual rule about leaving dead products behind. Set them to Active with Continue selling when out of stock enabled, fulfill the backlog, then archive. Shopify allows negative inventory only when tracking is on and that setting is enabled (per Shopify Help Center, September 2026).
Should we use the subscription-platform migration as an opportunity to renegotiate our subscription app's pricing tier, given our subscriber count has likely changed since we first signed up?
Renegotiate the subscription app contract before the migration starts, because leverage evaporates once the destination platform is chosen. Recharge lists $25, $99 and $499 monthly tiers plus 1.34 to 1.49% and $0.19 per transaction; Loop runs free to $399 monthly at 0.75 to 1.0%; Skio is a single $599 monthly tier at 1% plus $0.20 (all verified September 2026).
Does migrating from Lightspeed to Shopify change how we handle price rounding and cash transactions in physical stores?
Cash rounding changes hands from your configuration to Shopify's. Shopify POS applies Swedish rounding automatically in nine countries, including Canada at $0.05 CAD and Australia at 0.05 AUD, on cash payments and refunds only (Shopify Help Center, September 2026). Lightspeed made you set rounding per payment type, defaulting to 0.01.
What's the migration path for Lightspeed's built-in customer loyalty program if Shopify has no native loyalty equivalent?
Lightspeed X-Series loyalty is denominated in dollars, not points, so its closest Shopify equivalent is native store credit rather than a points app. Shopify caps store credit at under $15,000 USD per customer account and exposes a storeCreditAccountCredit mutation for bulk loading (Shopify, September 2026). Neither Smile nor LoyaltyLion advertises a balance import on its listing.
What happens to abandoned-cart records and their associated recovery-email history when migrating customer/cart data to Shopify?
Abandoned-cart records do not migrate to Shopify, and Shopify deletes its own after three months. Shopify states that abandoned checkouts older than three months are automatically deleted from the admin, and converting a checkout to a draft order is the only way to keep it (per Shopify Help Center, September 2026). In-flight recovery sequences stop at cutover.