REVIEWING OR EDITING CUSTOMER INFORMATION

 

 

You may review or edit customer account information from Shop Manager. Although Customer Account Management tasks are not typically performed on a daily or regular basis, there are certain tasks that you may need to perform. Most commonly, those will be:

 

• Reward points adjustment. For example, you may want to redeem points for an in-office purchase on which you allowed redemption of reward points, or you may want to credit points for a purchase that the customer made but checked out as a guest instead of being logged into their account. [Jump to this section]
• Account Password or Login assistance. For example, you may need to help a customer reset their password. [Jump to this section]
• Login as Customer. For example, you may need to help a customer store a new credit card to their account. [Jump to this section]
• Gift Card balance adjustment or assistance. If someone has redeemed Gift Card value to their account, you may need to check or edit their account's credit balance. [Jump to this section]
• Membership Group management. For example, if you have memberships, you need to manage a customer's group assignment. [Jump to this section]

 

Customer information also includes details such as stored Addresses, Order History, Wishlist, Rewards History, Subscriptions, and last login to your store. The Shop Manager Customer list enables you to see all customers who are registered on your store, and to view and edit certain details. Remember that a Customer is someone who has registered for an account on your online store. Someone who made a purchase but checked out as a Guest will not be included in your Customer list.

 

 

The Customer List

Go to Shop Manager > Customers > All Customers to see the Customer list. As with the other list screens, you may sort the list by any column by clicking on the column heading. A small arrow next to the column heading will indicate the active sort column and direction. You may filter the list by either of two methods. Click “Filter By” and choose the appropriate filter option and click “Apply Filters”, or use the Search bar to search for a particular record by the Name, Email, Address, or Phone that you enter.

 

You may also edit the columns that are shown by clicking the Columns icon and selecting or deselecting the desired columns.

 

When you locate the customer whose information you want to review, click the “Details” icon, and the Customer Information screen will open.

 

 

 

 

Use the "Create Customer" button in the top-right to create a new customer account.

 

 

 

An Overview of Customer Information Fields

 

With the customer details open, no matter which tab you are viewing, you may use the "Edit Account Information" button in the top-right to edit the Group, Name, Email, Gender, or Date of Birth.

 

 

The customer information is sorted into multiple tabs.

 

• Personal Information tab – Shows the name, email, date of birth, newsletter subscription option, customer group, date the account was created, the last time the customer logged in, and the customer’s stored payment methods. From this view you may also Delete the customer, Send the customer a password reset email, or Login as the Customer.

 

 

 

Send Password Reset Email - This sends an email to customer with a link they can use to reset the password associated with their store account.

 

Login As Customer - Use this to login to the store as if you are the customer. This will take you to your store front-end and you will be logged into the customer's account. Commonly, you will want to do this to store a new credit card to the customer's account.

 

 

 

• Addresses – View customer’s addresses. Click the pencil icon to edit an address. Click the "Add New Address" button to add an address.

 

 

 

• Orders – View and manage this customer’s orders. The display provides all of the same Order Management functionality that is available in the Orders area of Shop Manager.

 

 

 

• Rewards– View and edit the customer’s Reward Points balance. The Current Balance is shown in the upper right area. Use "Edit Balance" if you need to manually redeem points that you allowed to be used in-office, or to manually credit points for something that the customer purchased while not logged into their store account.

 

 

 

Scenario 1: Edit Balance to redeem points used in-office

From the Edit Balance screen, enter a negative number to redeem points (remove points from the customer's available balance) and enter a Comment to explain why you are redeeming the points. Click Save.

 

 

Scenario 2: Edit Balance to credit points for purchase made while not logged into account

Sometimes a customer will make an online purchase and checkout as a guest instead of logging into their store account. For most DermPRO stores, your Rewards Program Information page explains that doing so prohibits the customer from earning points for the purchase. But we know that many practices will want to assign reward points in this situation, and you may do so easily.

• In the Update Points field, enter number to add points from the customer’s account. If you are giving the customer 10 points, then simply put a 10 in this field.
• In the Comment field, enter a comment to describe why you are adding points to this customer’s account. You may want to reference the Order Number if you are giving points to a customer who accidentally checked out as a guest instead of logging into their account.
• In the Points Expire After field, enter the number of days until the points expire. Most DermPRO stores are configured with a reward points expiration of either 365 days or 730 days, so you would enter 365 or 730 into this field. If you do not know what your configuration is, take a look at the Transaction History on this page and compare the Created time and Expire on values to figure it out.

 

 

• Subscriptions – View the customer’s subscriptions. This list includes all past (canceled) and current (active, paused, or payment failed) subscriptions held by the customer.

 

 

 

• Gift Card Credit – View and edit the customer’s gift card credit that was redeemed to their account. The current Gift Card Credit Balance is displayed, and you can click on "Edit Balance" to manually increase or decrease the customer's credit balance.

 

 

 

Similar to rewards balance editing, simply enter a positive number to add credit or a negative number to remove credit. This is only applicable in the case where this patient has redeemed their gift card to their store account, and wants to use that credit in-office. For more information about Gift Cards, please see the article, "Gift Cards and In-Office Gift Card Redemption".