This page provides Business administrators a user guide for the Customers (User) microservice for the Infosys Equinox platform.

Getting Started

Accessing the Customers Console by an Admin User

Overview

The Customers (User) microservice (“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. As with all microservices in the Infosys Equinox solution, Customers are associated with a store managed through the Store microservice.

For a detailed overview of the Customers (User) microservice, see the Customers (User) Microservice Overview.

Service Glossary

  • Admin – creates and manages customers’ accounts.
  • Business – the parent of a store or set of stores. The basic use of a business is to manage common sets of users, catalogs, and other services for the stores associated with the business.
  • Customer – consumer or buyer on the Business’ storefront or retail website.
  • CSR User – manages customer accounts. CSR stands for Customer Service Representative.
  • GDPR – stands for General Data Protection Regulation, which is a regulation in EU law on Data Protection and Privacy for all individuals within the EU and the European Economic Area (EEA).
  • Omni-channel – a multichannel approach to sales that seeks to provide consumers with a seamless shopping experience, whether shopping online (on a desktop or on a mobile or tablet device), by telephone, or in person at a physical store (https://searchcio.techtarget.com/definition/omnichannel).
  • SSO – means single sign-on, which is an authentication method that allows customers to log in to your business’ storefront by using their login credentials for a third party, like Facebook.
  • Store – represents a specific physical location or online store of a business.
  • Store Manager – associates one price list for each currency supported by a store.
  • Storefront – consumer-facing website that presents products, content, and promotions across multiple channels (i.e. desktop, tablet, and mobile).

Accessing the Customer Console

Getting Started | All Customers Page

The Customer console can be accessed by an Admin user and/or CSR User.

Accessing the Customers Console by an Admin User

 To access the Customers console by an Admin,

  1. Log in to the Foundation server for your business (URL provided by Infosys Equinox).
  2. Click Customers in the StoreOps page.

    The All Customers page appears:

Accessing the Customer Service Page by a CSR User

To access the Customers Service page by a CSR user,

  • Log in to the Foundation server for your business (URL provided by Infosys Equinox).
  • If there are multiple stores available for a business, select the required store in the All Stores page.

    Once a store is selected, the landing page of Customer Service Representative appears.
  • If there is only one store per business, the landing page of Customer Service Representative appears.

    In the Customer Service page, you can search for customer(s) or order(s).
  • To search for customer(s) account, refer to the Viewing Customer Accounts.
  • To search for order(s), refer to the Order Admin Guide.

Viewing Customer Account(s)

A CSR can view the details of a customer account in the Customer Service page.

  1. Navigate to the Customer Service page.
  2. Click the drop-down on the Customer ID, Email ID, Phone Number, First Name, Last Name, or Account ID and then provide search criteria in the entry field.
    Note: You can filter using “Account ID” in B2B.
  3. Click the Go button.
    Note:
    • If you enter the customer ID, the customer account will be displayed directly.
    • When there is more than one result, the search results will be displayed on the same page. You can choose a particular customer account and navigate to the customer detail page of the Customer Admin console.

All Customers Page

Accessing the Customer Console | Configuring Search Parameters

In the All Customers page, you can:

Notes:

  • Pagination option appears in all screens that contain the customer account data.
  • To navigate to the next page, click Next.
  • By default, 10 customer’s accounts per screen will appear. For displaying a predefined number of orders per screen, see Selecting Predefined Rows.

Configuring Search Parameters

All Customers Page | Creating a Customer Account

In the All Customers page, you can search for customers’ accounts and modify the search fields as needed.

Searching for Customer’s Accounts

To search for customer’s accounts,

  1. Click the First Name, Last Name, Email, or Status, drop-down list in the header to open an entry field to provide search criteria.
    Note: For displaying a predefined number of orders per screen, see Row Select.
  2. Enter the desired search criteria in the search field, and then click the Go button.
    Note: To reset the search field in the header, click the Reset button.
  3. The customer account(s), which matches the search criteria appears:

Modifying the Searchable Fields

To modify the searchable fields,

  1. Click  available at the beginning of the search field.
  2. Select or deselect the items to add or remove the searchable fields in the header:
    Note: To reset the search field in the header, click the Reset button.

Selecting Predefined Rows

By default, 10 customer accounts per screen will appear, but the number of customer accounts per screen can be modified as follows:

  1. Click  available at the beginning of the search field, and then select Row Select from the Search list.
    The Row Select appears as part of the search criteria.
  2. Select 10 Rows, 25 Rows, or 50 Rows from the drop-down list.
  3. Click the Go button. The selected rows of customer accounts appear on the screen.
    Note: To reset the search field in the header, click the Reset button.

Creating a Customer Account

 Configuring Search Parameters | Editing a Customer Account

An admin can create a customer account for the business by sending an email invitation to the customer. The customer can complete the account registration process by responding to the invitation.

To create a new customer account,

  1. In the All Customers page, click the Add Customers button.

    The Add Customer modal opens:
  2. Enter the required information in the First name, Last name, and Email fields.
  3. Click the Send Invite button.
    Note:
    • By default, a customer account is created with the Pending status. You can only delete the customer account that is in the Pending status.
    • Once the customer completes the account registration process, the customer account status will be changed to Active status.

Editing a Customer Account

Creating a Customer Account | Revision History

Once the customer completes the account registration process, you can edit the customer account details.

To edit a customer account details,

  1. In the All Customers page, click the desired customer account row.
    The customer account detail page opens.

In the customer account details page, the customer account details can be viewed and updated in the following tabs:

Overview Tab

Editing a Customer’s Profile

To edit a customer’s profile,

  1. Click  in the Overview section.
  2. Update the following fields as required:

    Field Description
    First Name* Update the first name.
    Last Name* Update the last name.
    Email Indicates the unique email ID of the customer. This field cannot be updated.
    Note: This field can be configured to be editable or non-editable, based on business need. You will only be able to edit the field if its edit collection property has been set to true.
    Gender Update the gender from the drop-down list.
    Phone* Update the contact number.
    Note: This field can be configured to be editable or non-editable, based on business need. You will only be able to edit the field if its edit collection property has been set to true.
    Change Status

    Update the status from the drop-down list. The possible statuses are:

    • Activate – Indicates the active status of a customer account. This status appears when the customer account is inactive or frozen.
    • Inactive – Indicates the inactive status of a customer account.
    • Freeze – Indicates the frozen status of a customer account. While a Customer’s account is in freeze status, NO action should be taken on the account, including sending any communication to the customer.
      Note: To unfreeze the account, the customer must call the business’ customer service team to activate the account.
    Note: The fields marked with asterisk (*) are mandatory. 
  3. Click the Save button.
    Note: To discard the changes, click the Cancel button.

Deleting a Customer’s Account

To delete a customer’s account

  1. Click in the under Overview tab.
  2. Click the Delete button.
  3. Click the Delete button in the Delete modal to confirm the deletion.
    The customer’s account status is changed to DELETED and there is no further action can be performed in this account.

Sending a Reset Password Link

In the Overview tab, you can reset a customer’s account password on behalf of a customer.

To send a reset password link to a customer,

  1. Click the Reset Password button in the Overview section.
    An email with a reset password link will be sent to a customer’s registered email to reset their password.
    Note: A customer can click the link and reset their password by providing old and new passwords.
  2. Add notes in the Notes tab to track the actions that are performed by an admin or CSR on behalf of a customer. For adding notes, see the Notes tab.

Providing Appeasement by CSR User

Only the CSR User can provide appeasement to the customer. The appeasement can be provided in any form of Loyalty such as reward points or store credits.

To provide appeasement,

  1. In the Overview section, click the Appease button.

    The Appease modal appears.
  2. Enter/select the Reward Type, Reward Value, and Notes.
  3. Click the Save button.
    Note: To discard the changes, click the Cancel button.
    The transaction is updated under the Loyalty tab. For viewing the loyalty transaction, see the Loyalty tab.

Managing a Customer’s Order

To manage a customer’s order,

  1. In the Overview section, click the Act on Behalf button.

    The page will be redirected to a customer’s Order page of the Storefront.
  2. In the Order page of the Storefront, you can perform the following activities on behalf of the customer:
    • Place an order – A CSR user can place the order(s) or backdated order(s) on behalf of a customer. While placing the backdated order(s), the CSR user can select a past date in the Effective Date field (Storefront) to place the order(s) for a customer.
    • Cancel an order or order item by providing the reason
    • Return an order or order item by providing the reason
    • Partially cancel or return an order or order item by providing the reason.
  3. When you perform any activity on behalf of a customer, add notes in the Notes tab to track the actions. For adding notes, see the Notes tab.

Addresses Tab

In the Addresses tab, you can manage the customer’s addresses. Multiple addresses can be stored for a customer account.

Viewing/Editing an Address

To view/edit an address,

  1. Click the Addresses tab in the left panel.
    The address(es) that is added to the customer account appears.
  2. Click of the desired address to update.
  3. Update the necessary address details.
  4. If required, enable the Make Default slider to make the address as default.
    Note: When a customer account has more than one address, any one of the stored addresses can be set as the default address.
  5. Click the Save button. The updated address details appear under the Addresses tab.
    Note: To discard the changes, click the Cancel button.

Deleting an Address

To delete an existing address,

  1. Click the Addresses tab in the left panel.
  2. Click on the desired address.
  3. Click the Delete button in the address edit screen.

  4. Click the Delete button in the Delete modal to confirm the deletion.
    The address does not appear under the Addresses tab.
    Note: To cancel the delete, click the Cancel button.

Creating an Address

To create an address,

  1. Click the Addresses tab in the left panel.
  2. Click Add New Address in the Addresses tab.
  3. Enter the necessary address details.
  4. Click the Save button.
    Note:
    • To discard the changes, click the Cancel button.
    • You can add more addresses by following the above procedure.

Orders Tab

In the Orders tab, you can:

To view an order detail,

  1. Click the Order tab in the left panel.
  2. Click a particular order row to see its detail.
    The page will be redirected to the Orders page in a new browser. For more detail, see Order Admin Guide.
  3. In the order detail screen, you can view:
    • order summary in the Overview tab
    • product(s) or SKU(s) details in the Products tab
    • payment details of the order in the Payments tab

Cart Tab

In the Cart tab, you can view the product(s) or SKU(s) that is added to the customer’s cart.

Payment Tab

In the Payment tab, you can view the payment methods (credit or debit) created by the customer, and view/edit, delete, and/or add a payment method for a customer in the Payment tab. Multiple payment methods can be stored for a customer.

Viewing/Editing a Payment Method

To view/edit a payment method,

  1. Click the Payment tab in the left panel.
    The payment method(s) that is added by a customer is displayed.
  2. Click of the desired payment method to update its details.
  3. Update the payment method details as necessary.
    Note: If required, the payment method can be made as default by enabling the Is Default slider.
  4. Click the Save button. The updated payment method appears under the Payment tab.
    Note: To discard the changes, click the Cancel button.

Deleting a Payment Method

To delete a stored payment method:

  1. Click of the desired payment method.
  2. Click the Remove Card button.
  3. Click the Delete button in the Delete modal to confirm the deletion.
    The selected payment method is deleted.
    Note: To discard the changes, click the Cancel button.

Creating a Payment Method

To create a payment method,

  1. Click the Payment tab in the left panel
  2. Click the Add New Payment Method option to add a new payment method for the customer.
  3. Enter or select the necessary payment card (credit or debit) information.
  4. If the address exists, select the existing address or enter an address manually.
  5. Click the Save button.
    Note:
    • To discard the changes, click the Cancel button.
    • You can add more payment methods by following the above procedure.

Loyalty Tab

In the Loyalty tab, you can:

Viewing a customer’s rewards summary

To view customer’s rewards summary,

  1. Click the Loyalty tab in the left panel.
  2. In the Loyalty section, you can view the following details of the reward:

    Field

    Description
    Block Redemption

    The ability of a customer to redeem rewards. The possible values are:

    • true – block the redemption
    • false – unblock the redemption
    Rewards Open to Redeem Specifies the total rewards that are available for the redemption.
    Cycle Date Specifies the next cycle date.
    Note: The cycle period is set in the collection properties.
    Active Specifies the reward status.
    Reward Type Specifies the type of rewards. For example, points, stars, etc.
    Cycle Summary Specifies the summary of rewards that are applicable for the current cycle.
    Earned Rewards Specifies the rewards earned in this cycle.
    Approved Rewards Specifies the approved rewards.
    Canceled Rewards Specifies the canceled rewards.
    Forfeited Rewards Specifies the forfeited rewards (for example, fraud detection, expiration of loyalty points, unused points for a long time, inactivity, etc.).
    Expired Rewards Specifies the rewards that have been expired.
    Redeemed Rewards Specifies the rewards that are redeemed.
    Reverse Redeemed Rewards Specifies the reversed rewards that are redeemed.
    Total Summary Specifies the summary of total rewards that are earned and transacted till date.
    Earned Rewards Specifies the rewards earned till date.
    Approved Rewards Specifies the approved rewards.
    Canceled Rewards Specifies the canceled rewards.
    Forfeited Rewards Shows the forfeited rewards (for example, fraud detection, expiration of loyalty points, unused points for a long time, inactivity, etc.).
    Expired Rewards Specifies the rewards that have been expired.
    Redeemed Rewards Specifies the rewards that are redeemed.
    Reverse Redeemed Rewards Specifies the reversed rewards that are redeemed.

Searching for Reward Transactions

To search for reward transactions

  • Click the drop-down option on the Type and/or Transaction Date to provide the search criteria. For displaying a predefined number of orders per screen, see Row Select.
  • Enter the desired search data and click the Go button.
    Note: To reset the search field in the header, click the Reset button.

    The list of transactions that matches the search criteria will appear.
  • By default, 10 transactions per screen will appear, but the number of transactions per screen can be modified as follows:
    1. Click  available at the beginning of the search field, and then select Row Select from the Search list.
      The Row Select appears as part of the search criteria.
    2. Select 10 Rows, 25 Rows, or 50 Rows from the drop-down list.
    3. Click the Go button.

Viewing Reward Transactions

To view reward transactions,

  1. Click the Loyalty tab in the left panel. The reward transactions associated with the customer’s account is displayed in the Transaction section.
    Note: By default, 10 rows per screen will be displayed.

Subscriptions Tab

In the Subscriptions tab, you can:

To manage a subscription request,

  1. Click the Subscriptions tab in the left panel.
  2. Click a particular subscription request row.
    The page will be redirected to the Subscriptions page in a new browser.
  3. In the Subscriptions page, you can:
    • search for the subscription request(s) of a customer
    • view the subscription request(s) of a customer
    • cancel the subscription request(s) of a customer

For more detail, see Subscriptions Admin Guide.

Notes Tab

In the Subscriptions tab, you can add notes to track the actions that are performed on behalf of the customer.

To add a note,

  1. Click under the Notes tab.
  2. Enter the description of the action performed for the customer.
  3. Click the Save button. The note is added under the Notes tab.
  4. Note:
    • To discard the changes, click the Cancel button.
    • You can add more notes by following the above procedure.
Editing a Customer Account | top




Revision History
2022-04-10 | JP – Fixed link and http issues.
2021-12-30 | SW – Updated the document for Release 8.11.0.
2020-05-25 | JP – Updated the document for Release 8.8.0.
2020-05-04 | JP – Updated content for May 2020 release.
2020-03-28 | AM – Minor copyedit.
2020-01-31 | AM – Updated content for February 2020 release.
2019-11-26 | AM – Revamped this document and updated content for the December 2019 release.
2019-10-29 | AM – Updated content for November 2019 release.
2019-09-20 | AM – Updated content for September 2019 release.
2019-07-26 | PLK – Copyedits.
2019-07-16 | AM – Updated content for July 2019 release.
2019-06-08 | PLK – Minor copyedit.
2019-05-08 | Mary – Inserted images and minor copyedit.
2019-05-04 | PLK – Updated screenshots and anchor links.
2019-01-21 | PLK – Content uploaded and TOC and links created.