Managing Customers

The Customers allows Consumers to register and manage their accounts, an admin to create and manage customer accounts, and Customer Service Representatives (CSRs) to manage customer accounts.

Customer can login through the social ID login when they already registered as a normal user through sign-up functionality in the storefront. On subsequent customer visit to the website, for example, if the customer chooses Google login with the same Gmail ID as sign up, the application will be able to identify the registered customer ID and merge both the accounts.

In the Customers functionality, you can:

• Search for customers
• Work with Presets
• View customer details
• Import Customer Details
• Add a Customer
• Act on behalf of the customer
• Reset Password
• Export customer data
• App Action Capacities
• Delete Customer Account
• Bulk Update Customer Details

Search for Customers

You can search for customers using the search box or preset filters.

The following predefined filters are available for customers:

• All
• Not activated profiles
• Frozen Profiles

Note: Predefined filters cannot be modified or updated.

For information on search using predefined and custom presets, refer to Working with Presets.

For information on search using search text box, refer to Working with Search.

View Customer Details

You can view the details of the customer in the Customer Details page.

To view the customer details,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
   
3. Click on a Customer ID.
   Note: Alternatively, click the  More Details icon.
4. The Customer Detail page is displayed.
   
   The following tabs are displayed in the Customer Details page:
   • OVERVIEW Tab
   • PROFILE Tab
   • ADDRESS Tab
   • ORDERS Tab
   • CART Tab
   • NOTES Tab
   • LOYALTY Tab
   • SUBSCRIPTION Tab

OVERVIEW Tab

This tab displays the creation date, user segment, email, and phone number.

The following table provides the field description for OVERVIEW tab in the Customer Details page:

Field	Description
Creation Date	Displays the timestamp of the creation of customer data.
User Segment	Displays the distinct group the customer belongs to.
Email	Displays the email ID of the customer.
Phone	Displays the phone number of the customer.

PROFILE Tab

This tab displays the login and contact information such as email, phone number, personal information such as gender, birth date, first name, last name, user segment, customized information such as clothing size, shoe size, favorite brands, and opt-in options of the customers.

The following table provides the field description for the PROFILE tab on the Customer Details page:

Field	Description
Email	Displays the email ID of the customer.
Phone	Displays the phone number of the customer.
Personal Information	Enter the personal information such as gender, birth date, first name, last name and select the user segment, VAT number, customer tax class, and sales representative. Note: The Customer Tax Class field appears ONLY if Complex Tax engine is selected in the Advanced Tax Engine. The drop-down values in the Customer Tax class is shown based on the Customer Tax classes defined in Advanced tax Engine. For more information on tax class configuration, refer to Define Customer Tax Class. The total number of characters for VAT is 15 digits with minimum of 8 alphanumeric characters after first two letters indicating the country of the registered business plus two check digits. For example, the syntax for a European Union’s VAT number for Belgium is ‘BE’+ 8 digits + 2 check digits, that is, BE09999999XX. For information on VAT, refer to Intra Community VAT Management. When a merchant creates a new customer within the store, the default segment is mapped automatically. You can update the segment if required. For more information on configuring segments, refer to User Segment.
Customized Information	Displays the customized information related to customer preferences for clothes size, shoe size, favorite brands, and infrastructure equipment. For more information, refer to Customer Attributes.

ADDRESS Tab

This tab displays the option to search key information and address information. You can add an address using the Add an address link.

Add an Address

You can add addresses for the customers in the ADDRESS tab. 

To add an address,

1. Click the Add an address button. The Add an address pop-up is displayed.
   
   
2. Enter the field details.
   The following table provides the field description for adding an address:

   Field	Description
   Address Name*	Enter the name for the address.
   Default delivery address	Select this to set the address as default. By default, this is deselected.
   First Name*	Enter the first name.
   Last Name*	Enter the last name.
   Street number*	Enter the street number.
   Street name*	Enter the name of the street.
   City name*	Enter the name of the city.
   Country*	Select the country from the drop-down list.
   Postal Code*	Enter the postal code.
   State	Enter the required state.
   Country Code	The country code is displayed based on the country selected.
   Phone Number	Enter the phone number.
   Additional Number	Enter the additional number.
   Complementary Information	Enter the complementary information for the address. This is optional.

   Note: Fields marked with * are mandatory.

3.  Click SAVE.
   The address is saved.
   Note: To reset fields, click CLEAR FORM.

Update an Address

You can edit, delete, and set the default address for the customer in the ADDRESS tab of the Customer Details page.

Task	Action
To edit	Click theEdit icon. Edit the field details and click SAVE.
To delete	Click the Delete icon. In the confirmation dialog box, click CONFIRM to delete.
To set a default address	Click DEFAULT DELIVERY ADDRESS.

Search for Key Address Information

You can search for an address using the field details.

To search key information,

1. Enter the key address information in the search box.
   
2. Click the Search icon. The search result is displayed.

ORDERS Tab

This tab displays the last 10 orders of the customer.

Manage Orders in Customers

The following table describes the actions you can perform for orders:

Task	Action
To view order details	Click on an arrow next to the order to view the Order Details page.
To show the orders in the All Orders page	Click SHOW IN ORDER.
To search for order information	Enter the search criteria in the Search key Information text box Click the Search icon. The search result is displayed.

 CART Tab

This tab displays the cart items for the customer. You can view the cart details in list mode.

The following displays the storefront view of cart:

NOTES Tab

This tab displays the notes for the customer. You have the option to include smileys, @ symbol, and attachments while adding the notes. 

The following table provides the description for the fields in the NOTES tab of the Customer page:

Field	Description
Add a Note	You can add a note and include attachments for the customer. For more information, see add a note for a customer.
Attachments	A list of attachments related to the customer are displayed. Click on an attachment to update. Note: ·       To remove an attachment, click DELETE THIS DOCUMENT. ·       To download an attachment, click DOWNLOAD. ·       To print an attachment, click PRINT. ·       To share an attachment, click SEND.
System Log	The email with account update details are displayed in this section.

Add Notes to a Customer

To add notes for the customer,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
3. In the All Customers page, click on a Customer ID.
   Note: Alternatively, click the  More Details icon.
4. Click the NOTES tab.
   
5. In the NOTES tab, enter the notes in the text box.
   Note: The symbols, smileys, and attachments can be used while adding the notes.
6. Click SAVE. The note is displayed.
   

Note:

• You have the option to include special characters such as # and @, smileys, and attachment.
• To edit the notes, click the Edit icon.
• To delete the notes, click the Delete icon.

LOYALTY Tab

The Loyalty tab displays the appease points awarded to the customers.

The following displays the storefront view of Loyalty application:

The following displays the storefront view of loyalty availed:

In the LOYALTY  tab, a merchant can

• view the summary of loyalty points that have been accumulated so far
• appease the customer by awarding with loyalty points
• view the customer’s loyalty transactions
• search for loyalty transactions
  

The following table describes the fields available in the LOYALTY tab:

Field	Description
APPEASE	This is to add appeasement for the customer. For more information, see Appease a Customer.
Loyalty Summary	This section displays the total earned points, points redeemed by the customer, total expired points, available points to redeem, and status of the loyalty program for the customer.
Transactions	This section displays the Transaction Date, Type, Reward Value, Expiration Date and Comments.

Appease a Customer

You can appease a customer using the APPEASE button in the LOYALTY tab. For example, awarding the customer with loyalty points on their first order, their birthday or anniversary, disgruntled customer who is dissatisfied with the service, and so on.

To appease a customer,

1. In the LOYALTY tab, click APPEASE. The Appease pop-up is displayed.
   
2. Enter the Reward Value (Points) that you want to appease.
   Note: This is a mandatory field. You can use the up and down arrows to increase or decrease the points.
3. Enter the Notes or Reason to appease.
4. Click CREATE. The appeasement is created.
   

Filter Loyalty Transactions

You can filter and view the transactions using the FILTER BY drop-down list.

To filter loyalty transactions,

1. In the LOYALTY tab, click the FILTER BY drop-down list.
2. Select any one of the following:
   • Type:
     • Earned – to filter and view the transactions having earned status
     • Redeemed – to filter and view the transactions having redeemed status
     • Expired – to filter and view the transactions having expired status
   • Transaction Date – Select the required date and time, and then click APPLY.
     

The transactions matching the filter are displayed.

SUBSCRIPTION Tab

This tab displays the customer subscription details such as Subscription ID, SKU ID, SKU Name, Requested On, Frequency, and Status of the subscription. You can search for subscription(s) via the Search text box.

The following table provides the field description for the Subscription tab in a Customer’s page:

Field	Description
Subscription ID	Displays the ID for the subscription.
SKU ID	Displays the SKU ID subscribed by the customer.
SKU Name	Displays the name of the SKU subscribed.
Requested On	Displays the date of request of subscription.
Frequency	Displays the frequency of subscription.
Status	Displays the status of the subscription.
Search	Enter the search criteria to search for subscriptions. For more information on using search, refer to Working with Search.

Add a Customer

You can add a customer using the ADD CUSTOMER button.

To add a customer,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
   
3. Click ADD CUSTOMER.
   The Add Customer pop-up is displayed.
   
4. Enter the details of the customer.
   The following table provides the field description for the Add Customer pop-up:

   Field	Description
   First name	Enter the first name of the customer.
   Last name	Enter the last name of the customer.
   Email	Enter the email ID of the customer.
   Phone number	Enter the phone number of the customer.
   Gender	Select the gender from the drop-down list.
   Birthdate	Select the date of birth from the date selector.

5. Click ADD CUSTOMER. The customer account is created and an email is sent to the customer.
   Note: To reset the fields, click CLEAR.

Export Customer Data

You can export customer data into a .csv or .xlsx file format using the EXPORT option.

To export the customer data,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
3. Click EXPORT.
   
4. Select any one of the following file formats to export:
   • CSV (All Fields)
   • CSV (Current Fields)
   • Excel (All Fields)
   • Excel (Current Fields)
     The customer details are exported.

Act on Behalf of a Customer

You can place an order on behalf of the customer using the ACT ON BEHALF button.

The following is the storefront view of order history:

The following is the storefront confirmation of order placed on behalf of a customer:

 

To act on behalf of a customer,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
3. Click on a customer record.
   Note: Alternatively, click the  More Details icon.
   The Customer Details page is displayed.
   

4. Click the ACT ON BEHALF button. The page is redirected to the storefront. You can place the order(s) on behalf of the customer.
   

Reset Password

You can reset the password for a customer in the Customer Details page.

To reset the password,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   

3. Click on a Customer ID to view the Customer Details page.
   Note: Alternatively, click the  More Details icon.
4. Click RESET PASSWORD.
   

The password reset email is sent to the customer.

Update Status of a Customer

You can update the status of a customer profile as active, inactive, or freeze.

 

To update the status of a customer,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
3. Click the  More Details icon.
   Note: Alternatively, click on a Customer ID.

4. In the Status drop-down list, select the status:

• Active: Sets the customer to active status.
• Inactive: Sets the customer to inactive status.
• Freeze: Sets the customer account to freeze after which no transactions can be performed by the customer.
• 

Customers Overflow Menu

Using the overflow menu in the Customers Details page, you can:

• App Action Capacities
• Delete Customer Account

App Action Capacities

In the Customer Details page, you can define the App Action Capacities.

To define app action capacities,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
   
3. Click on a Customer ID to view the Customer Details page.
   Note: Alternatively, click the  More Details icon.
4. In the Overflow Menu in the top-right corner, click App Actions Capacities.
   

Delete Customer Account

Customer Account that is no longer required can be deleted using the Delete Customer Account option.

To delete a customer account,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
   
3. Click on a Customer ID to view the Customer Details page.

4. In the Overflow Menu in the top-right corner, click Delete Customer Account.
   
   A confirmation dialog box is displayed.
   
   In the confirmation dialog box, click CONFIRM. The customer account is deleted.

Bulk Update Customer Details

In the Simba Admin console, you can bulk update the customer details via Batch processing in the All Customers page. You can perform the batch processing for:

• selected customers on the page
• currently filtered customers based on all pages
• all customers on the site

To bulk update the customer details,

1. Log in to the Simba Application with valid credentials provided to you.

2. Click Customers in the left navigation panel. The All Customers page is displayed.
   
3. Select the customers to process the batch processing.
4. In the All Customers page, in the footer section, select:
   • Batch processing of SELECTED BUYERS (selected on this page) – This batch process applies action for the buyers selected on the current page.
   • Batch processing of CURRENTLY FILTERED BUYERS (all pages) – This batch process applies action for the currently filtered buyers on all the pages.
   • Batch processing of ALL BUYERS ON YOUR SITE – This batch process applies for all customers on the site.

   For example, select Batch processing of SELECTED BUYERS (selected on this page). 

   

5. Click the NEXT button. The number of customers to process the action is displayed.
   
6. In the Actions drop-down list, select the bulk update action.
   
   For example, select Add a Note from Action. The following table provides the description for action:

   Action	Description
   Send Registration Email for Non-Activated Buyers	Select this to send registration email for non-activated customers.
   User Segment	Select this to bulk updated the customers for the selected user segment(s). Note: You can select more than one segment.
   Sales representative	Select the sales representative to bulk update the customers.
   Change Status	Select this to bulk update the status of the customers as active, inactive, or freeze.
   Add a Note	Select this to bulk update note information for the customers.

7. Read the Warning message and check the Terms of Use check box.
   
8. Click BEGIN BATCH PROCESSING.
9. 
   The batch processing is performed successfully.<Need screenshot for success message>Note: To go back to the All Customers page, click BACK TO CUSTOMER LIST.

 

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Revision History

Published Dt.	Document Changes	Drafted By	Peer-Reviewed By	Reviewed & Approved By
2021-04-26	Initial draft	HM	JP	SS
2022-06-22	Content and images updated	HM	JP	SS