Managing customers

The customer list is shared by all your stores. Each person has one record with their name, contact details and address, and their orders are linked to it.

Who can do this: the Administrator and staff with the Admin role can do everything, including delete. Store Admin can view, add and edit customers and send them profile links. Cashier can look customers up and add new ones at the till, but cannot edit or delete them, and cannot send invites or verification codes. Inventory Manager and Reports Viewer cannot see customers. The customer list works on every plan.

Before you start#

Open Customers from the sidebar.

The page has four tabs: All customers, Active, Deactivated and Invited. Search by name, email or phone. Use the filters to find customers with or without an email, phone or address, or in a group.

On a phone, tap the search button to search, and swipe a row or press and hold it to see its actions.

Add a customer yourself#

1. Click Add customer. The New customer profile page opens.
2. Keep the Manual entry (full staff entry) tab.
3. Enter a First name and at least an Email address or a Phone number.
4. Add the address if you have it.
5. Click Save customer. You see Customer added.

The email and the phone number must each be unique in your business. The form checks as you type and warns you if another customer already uses them. This stops one person becoming several records.

Your store's checkout settings can make email or phone required. The form then says so.

Verify an email address#

Under Email verification, click Verify to send a one-time code to the customer's email. Type the code under Enter email OTP and click Confirm. Once you start a verification, you must finish it before you can save.

Phone numbers cannot be verified at the moment, because messages are sent by email only.

Invite a customer to fill in their own profile#

1. Click Add customer.
2. Choose the Invite customer (two-way setup) tab.
3. Enter the customer's email address.
4. Click Send setup invite.

The customer gets an email with a secure link that works for 24 hours and can be used once. Until they fill it in, the record waits on the Invited tab. From its row menu you can choose Re-invite customer or Cancel invite.

The link proves the email address it was sent to, so the customer does not need a code for that address. If they type a different address, they must verify it with a code.

To ask an existing customer to update their details, choose Send profile update link from their row menu.

Edit a customer#

Click a row to open the customer's profile. It opens read-only. To change it, choose Edit info from the row menu, or click Edit customer on the profile page. Make your changes and click Save changes.

The profile page can also show Purchase history: lifetime spend and recent orders. This part depends on your plan. On other plans it shows Purchase history is not included in your plan.

Deactivate or delete#

Deactivate is the normal way to stop using a customer record. Choose Deactivate Account from the row menu, or turn off Active customer account on the profile. A deactivated customer:

• cannot be added to a new order
• cannot be sent invites or verification codes
• cannot be given new store credit

Their existing orders, returns and refunds are not affected, and any store credit already issued to them stays theirs. You can reactivate them any time with Activate Account.

Delete is permanent, and only works for a customer who has never traded. Choose Delete customer and confirm with Permanently delete. If the customer has order history, the dialog changes to This customer cannot be deleted and explains that deleting them "would leave orders, invoices and refunds pointing at a customer that no longer exists." Click Deactivate instead.

Behind the scenes#

• There is no merge. You cannot combine two records for the same person. Keep the one with the order history and deactivate the other.
• A customer who has only a phone number cannot receive invoices, payment links or invitations. The profile says so. Add an email address to send them anything.

Watch out#

Troubleshooting#

Related pages#

Customer groups · Import and export · Store credit