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.
• Channel Type – Allows a CSR Admin to place the order via any one of the channels such as Web, Phone, or Walk in Center. The channel type is configured in the store properties in the Foundation Admin console.
• 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 Admin Console

Getting Started | All Customers Page

The Customer Admin console can be accessed by an Admin user or a CSR user.

To access the Customers Admin console,

1. Log in to the Foundation server for your business (URL provided by Infosys Equinox).
2. Select the required store in the All Stores page.
   
   Once a store is selected, the StoreOps page appears.
   

   Note:

   • If a CSR is associated with more than one store, on logging in, they will be redirected to the store listing page.
   • If a CSR is associated with only one store, on logging in, the store operation’s page will be the landing page.
3. Click Customers in the StoreOps page.
   
   The All Customers page appears:
   

Customer Admin Functionalities

A Customer Admin or CSR Admin can perform the following functionalities in the Customer Admin console:

• Viewing All Customers
• Placing an Order for a Guest User
• Adding a New Customer
• Updating Customer Details, Changing Status, Deleting the Customer
• Resetting a Customer’s Password
• Placing Orders via Storefront
• Placing a New Order
• Managing Addresses of a Customer
• Viewing Cart Details of a Customer
• Managing Payment Methods of a Customer
• Working with Loyalty / Credits
• Working with Customer’s Subscription Data

Viewing All Customers

In the All Customers page of the Customer Admin console, you can view the list of all customers or details of a particular customer account.

To view a particular customer account,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click a particular customer.
   

For example, in the customer account, you can view the overview details (name of the customer, email ID, account ID, contact details, etc.) of the customer, address details for the shipment, orders placed details, items available in the cart, payment methods of the customer, earned, redeemed, and expired loyalty point details, and subscribed product details.

Placing an Order for a Guest User

In the Customer Admin console, as a CSR, you can place an order for a guest user.

To place an order for a guest user,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click the Place Order button.
   
3. In the New Order checkout page, select any one of the channel type:
   • Web – Select this option if the order is placed via online.
   • Phone – Select this option if the order is placed via a phone.
   • Walk in Center – Select this option if the customer places the order in a walk in center:

   Note: The channel type is configured via the store property “orderChannelTypes” in the Foundation Admin Console.

   
4. Click the Add PRODUCT button to add the item(s) that is required by the customer:
5. Select the required SKU.
   
6. In the Product Quickview screen, increase or decrease the quantity of the item.
   
7. Click the Add to Cart button to add the items to the cart.
   Note: To remove the item in the Item Details section, click the Delete icon.
8. In the Item Details section, increase or decrease the quantity of the item.
9. Click  to add pre-defined or custom-defined charges that is associated to a specific charge (for example, Item Convenience fee or Restocking Fees) at the item level. If it is:
   1. custom-defined charges, then add a charge name, add a corresponding charge value which is to be deducted on the item, and click Save.
      
   2. pre-defined charges, then select Item Convenience fee or Restocking Fees, add a corresponding charge value which is to be deducted on the item, and click Save.
      
10. Select any one of the following:
    • Ship It – to ship the item(s) to the specified shipping address.
    • Pick It Up – to pick the items by the customer from a nearby store location. In Select Store, enter a zip code and select a distance such as 25 miles, 50 miles, or 100 miles, and then click Search. In the result page, select a required location.

    Note: If you do not get a location, refine your search by entering another zip code or by selecting another distance.

11. Select the shipping address to deliver the items to the specified shipping address. This option appears if you have selected Ship It. If not available, click Add Address to add the shipping address details.
12. Select the required shipping method.
13. Include other charges at the cart level if applicable, and then click the Add Charge button.
14. Add loyalty and/or promotion details.
15. View the order summary, make the payment, and finally submit the order.
    Note: If payment method is not available, click the Add Payment, and add the necessary payment details.

Adding a New Customer

With the Customer Admin console, on behalf of a customer, you can add a customer.

To add a new customer,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click the Add Customer button.
   
3. Add necessary details such as customer name and email ID:
   
4. Click the Send Invite button, which triggers an email to the customer to accept the invitation to access the storefront.

Updating a Customer’s Profile

With the Customer Admin console, you can:

• update customer details like first name, last name, gender, phone number or change the customer status to Active, Inactive, or Freeze (see Update a Customer Details)
• delete a customer’s account

Update a Customer Details

To update the existing customer details,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click a particular customer’s account.
   
3. Click on the required customer account.
4. Click  in the Overview section.
   
5. Update the fields as required:The following table describes the above screen:

   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 the 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 the 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. 
6. Click the Save button.
   Note: To discard the changes, click the Cancel button.

Delete a Customer’s Account

To delete a customer’s account

1. Navigate to the Customer Admin console.
2. In the All Customers page, click a particular customer’s account.
   
3. Click on the required customer account.
4. Click in the under Overview tab.
   
5. Click the Delete button.
   
6. 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.
   

Resetting a Customer’s Password

With Customer Admin console, you can trigger a reset password email of a customer.

To reset a password of a customer,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click a particular customer’s account.
   
3. Click the Reset Password button. An email is triggered to the customer with a link, which allows the customer to reset their password.
   

Placing Orders via Storefront

The Customers Admin console allows a CSR Admin to place an order on behalf of a customer, which navigates to the storefront.

To place an order via the storefront,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click a particular customer’s account.
   
3. Click the Act on Behalf button.
   
   The storefront appears in the next tab. The CSR can browse the products and place an order on behalf of the customer.

Placing a New Order for a Registered User

A CSR Admin can place a new order on behalf of the registered user from the Customer Admin console itself without a need to navigate to the storefront.

To place a new order by a CSR for a registered user,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. In the customer’s overview page, click the Place Order button:
   
4. In the New Order checkout page, select any one of the channel type:
   • Web – Select this option if the order is placed via online.
   • Phone – Select this option if the order is placed via a phone.
   • Walk in Center – Select this option if the customer places the order in a walk in center:

   Note: The channel type is configured via the store property “orderChannelTypes” in the Foundation Admin Console.

   
5. Click the Add PRODUCT button to add the item(s) that is required by the customer:
6. Select the required SKU.
   
7. In the Product Quickview screen, increase or decrease the quantity of the item.
   
8. Click the Add to Cart button to add the items to the cart.
   Note: To remove the item in the Item Details section, click the Delete icon.
9. In the Item Details section, increase or decrease the quantity of the item.
10. Click  to add pre-defined or custom-defined charges that is associated to a specific charge (for example, Item Convenience fee or Restocking Fees) at the item level. If it is:
    1. custom-defined charges, then add a charge name, add a corresponding charge value which is to be deducted on the item, and click Save.
       
    2. pre-defined charges, then select Item Convenience fee or Restocking Fees, add a corresponding charge value which is to be deducted on the item, and click Save.
       
11. Select any one of the following:
    • Ship It – to ship the item(s) to the specified shipping address.
    • Pick It Up – to pick the items by the customer from a nearby store location. In Select Store, enter a zip code and select a distance such as 25 miles, 50 miles, or 100 miles, and then click Search. In the result page, select a required location.

    Note: If you do not get a location, refine your search by entering another zip code or by selecting another distance.

12. Select the shipping address to deliver the items to the specified shipping address. This option appears if you have selected Ship It. If not available, click Add Address to add the shipping address details.
13. Select the required shipping method.
14. Include other charges at the cart level if applicable, and then click the Add Charge button.
15. Add loyalty and/or promotion details.
16. View the order summary, make the payment, and finally submit the order.
    Note: If payment method is not available, click the Add Payment, and add the necessary payment details.

Managing Addresses of a Customer

The added address(es) by the customer appears here. However, as a CSR you can manage address details of a customer. You can add a new address, update, delete the existing address, or set an address to default. Multiple addresses can be stored for a customer account.

Adding a New Address

To add a new address,

1. Navigate to the Customer Admin console.
2. Select a particular customer in the All Customers page.
   
3. Click Addresses in the left navigation panel.
   
4. Click Add New Address, and then add the address details:
   
5. While adding an address, the original address and address suggestions appear side-by-side where you can select the appropriate address, and then click the Save button.
6. And, then click the Save button to save the newly added address.
   Note: To ignore adding the address, click Cancel.

Editing an Address or Setting Your Default Shipping Address

To edit an address detail or to set a default shipping address,

3. Select a particular customer in the All Customers page.
   
4. Click Addresses in the left navigation panel.
   The address(es) that is added to the customer account appears.
5. To update, identify the address, and click the icon.
6. Update the address details, mobile phone number, and shipping instructions. This is optional.
   
7. Enable the toggle to make the address as default shipping address. Once the shipping address is set to default, it appears for selection automatically in the checkout page while placing an order.
8. Click the Save button to save the changes.

Deleting an Address

To edit an address detail or to set a default shipping address,

1. Select a particular customer in the All Customers page.
   
2. Click Addresses in the left navigation panel.
   
   The address(es) that is added to the customer account appears.

3. Identify the address, and click the icon.
4. Click the Delete button.
   
5. In the confirmation message, click the Delete button.
   
   The address is deleted.
   Note: To ignore from deleting the address, click the Cancel button in the confirmation message, and then click Cancel again.

Viewing Cart Details of a Customer

To update the status of the customer,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. In the left navigation, click the Cart tab to view the cart details.
   

Managing Payment Methods of a Customer

The added payment methods by the customer appears here. However, as a CSR you can add a new payment method or remove the existing payment card. Multiple payment methods can be stored for a customer account.

Adding a New Payment Method

To add a new payment method,

1. Navigate to the Customer Admin console.
2. Select a particular customer in the All Customers page.
   
3. Click Payment in the left navigation panel.
   
4. Click Add New Payment Method.
   
5. Select Credit Card or Debit Card.
6. Add the necessary payment and billing address details.
7. Click Save to save the payment card to the customer.
   Note: To cancel from adding the payment, click the Cancel button.

Removing a Payment Card

To remove a payment card,

1. Navigate to the Customer Admin console.
2. Select a particular customer in the All Customers page.
   
3. Click Payment in the left navigation panel.
   
4. Identify the payment card you want to remove.
   
5. Click the Remove Card button.
6. In the confirmation pop-up message, click the Delete button.
   
   Note: To cancel removing the payment card, in the confirmation pop-message, click Cancel button, and then click Cancel again.

Working with Loyalty / Credits

The Loyalty / Credit page displays loyalty reward and transaction details of the customer.

This section describes how to:

• View loyalty rewards based on the reward type and transaction details
• Debit the loyalty rewards of a customer
• Credit the loyalty rewards to a customer

Viewing Loyalty Rewards Based on Reward Type

As a CSR, you can view loyalty rewards of the customer for the selected reward type.

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. In the left navigational panel, select Loyalty / Credits.
   
4. In the Loyalty Rewards section, select a reward type from the dropdown list. Accordingly, loyalty rewards, cycle summary, and total summary details will be displayed along with the transaction details:
   

Debiting the Loyalty Rewards of a Customer

As a CSR, you can debit loyalty rewards of a customer. The reward value is debited via the required transaction for the selected reward type.

To debit loyalty rewards of a customer,

1. Navigate to the Customer Admin console.
2. Click on the required customer account.
   
3. In the left navigational panel, select Loyalty / Credits.
4. Select the required reward type.
5. In the Loyalty Rewards section, click the Debit button.
   The following pop-up appears:The following table describes the above fields:
   

   Field	Description
   Reward Type	Select a reward type from the dropdown list. The reward types are configured in the Loyalty Admin console. This field is mandatory.
   Value	Enter a value to be debited from the customer. This field is mandatory.
   Notes	Describe a reason to debit the loyalty rewards, for example, Adjustment for Order Item Return or Replacement. This field is optional.

6. Click Save to debit the loyalty rewards from the customer.
   The required transaction appears in the Transaction section.
   For example, when debiting the loyalty points of the customer, the following transaction is created:
   

Crediting the Loyalty Rewards to a Customer

As a CSR, you can award loyalty rewards to a customer. The reward value is approved and credited via the required transaction(s) for the selected reward type.

To credit loyalty rewards to a customer,

1. Navigate to the Customer Admin console.
2. Click on the required customer account.
   
3. In the left navigational panel, select Loyalty / Credits.
   
4. Select the required reward type.
5. In the Loyalty Rewards section, click the Credit button.The following pop-up appears:
   
   The following table describes the above fields:
   

   Field	Description
   Reward Type	Select a reward type from the dropdown list. The reward types are configured in the Loyalty Admin console.
   Value	Enter a value to be awarded to the customer.
   Notes	Describe a reason for crediting the loyalty rewards.

6. Click Save to credit the loyalty rewards to the customer.
   The required transaction(s) appears in the Transaction section.
   For example, when crediting the loyalty points to the customer, the following transaction is created:
   

Working with Customer’s Subscription Data

A CSR can check customer’s subscribed items that are purchased frequently or at regular intervals in the Subscriptions tab of a customer.

For more information, see:

• Subscribing Item(s) on Behalf of a Customer
• Processing the Item Immediately
• Updating Order Processing Date
• Editing Payment Method, Shipping Address, Shipment Method
• Add Items to Subscription
• Canceling All Subscription Items
• Deleting Selected Subscription Item(s)
• Skipping or Un-skipping a Subscription Item

Subscribing Item(s) on Behalf of a Customer

A CSR can shop items and subscribe on behalf of the customer from the Customer Admin console itself without a need to navigate to the storefront.

To create a new subscription order on behalf of a customer,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
4. Click the Create New Subscription button:
   
5. In the New Subscription Order page, fill the necessary details as required by the customer:
   
6. Select the required channel type for the displayed market type.
7. Click the Add Items to Subscribe button to add the item(s) that is required by the customer. For example,
   
8. While adding the SKU, increase or decrease the quantity, and select the frequency (such as Monthly, Every 2 months, or Every 3 months) of the product to be delivered.
9. Select the required SKU.
10. Add the items to the cart by clicking the Add to Cart button.
11. Add the shipping address details if it is not available.
12. Add the required shipping method.
13. Add promotion details if any.
14. View the order summary, total order value, total PV, CV, and SB values, and make the payment.
15. Send order confirmation email to the customer if required.
16. Finally, submit the order.
    After submitting, you will see a message “Order is Placed”.

Processing the Item Immediately

A CSR can reschedule an upcoming order by using the Process Now button for a customer.

To reschedule an upcoming subscription order now or at a convenient date for a customer,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.

4. In the Subscriptions section, click the Process Now
   Note: This button is enabled 15 days before the order process date. For example, if the order process date is 15^th of every month, the Process Now button is enabled from 1^st to 14^th in that month.
   
   The PROCESS NOW pop-up appears:
   
5. View the order total and click the Process Now This process and ships the item immediately.
   Note: To cancel updating the upcoming order, click Cancel.

Updating Order Processing Date

A CSR can update a subscription order’s processing date for a customer. By selecting the required date, the subscription order can be preponed or postponed. Once updated, the order will be processed from the upcoming subscription order.

To update the processing date of a subscription order for a customer,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.
4. In the Subscriptions section, click the Update Order Processing Date button.
   
5. Click the  icon, and select the required date from the dropdown list.
   
6. Click the Save button to save the changes. The subscription order processing date is updated.
   Note: To cancel updating the order processing date, click Cancel.

Editing Payment Method, Shipping Address, Shipment Method

Before processing the subscribed products, a CSR can update the payment method, shipping address, and/or shipping method on behalf of the customer.

To update the payment method, shipping address, and/or shipping method,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.
4. In the Subscriptions section, click the  icon in the following cards:
   • Payment Method – click Add a new payment link, which redirects to the Payment tab of the customer where you can add a new payment method.
   • Shipping Address – select the required address.
   • Shipping Method – select any one of the shipping methods.
     
5. Click the Save button in each of the above cards.
   Note: To ignore the changes, click the Cancel button.

Add Items to Subscription

A CSR can subscribe items on behalf of the customer.

To add an item to the subscription,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.
4. Click the Add Item to Subscription button.
   
5. Select the products from the PRODUCTS panel:
   
6. In the Product Quickview page, scroll-down and click the Add to Subscribe button.
   
   Note: If there is optional product available for a bundle, then add or review the item in the Product Quickview page.
   The item is subscribed and added to the subscription list as shown below:
   

Canceling All Subscription Items

A CSR can cancel all the available subscription items on behalf of a customer.

Note: To cancel a particular subscription item, see Canceling a Selected Subscription Item(s).

To cancel all subscription items,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.
4. In the Subscriptions section, click the Cancel All Subscriptions button.
   
5. In the confirmation message pop-up, click Yes to cancel all the subscription items.
   
6. All the subscribed items are removed from the current month and Show All tabs.
   Note: To ignore canceling all the subscription items, click No.

Deleting Selected Subscription Item(s)

A CSR can delete the selected subscription items on behalf of a customer.

Note: To delete all subscription items, see Canceling All Subscription Items.

To delete selected subscription item(s),

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.
4. In the current month tab or Show All tab, select the required subscription item(s) and click the Delete icon, which is present next to the selection box.
   
   Note:

• • The current month tab displays items subscribed for the month. The Show All tab displays items subscribed so far.
  • To delete all the subscription items,
    • click the Cancel All Subscriptions button
    • select all the items in the current month tab or Show All tab and click the Delete icon

5. In the confirmation message pop-up, click Yes to delete the selected subscription item(s):
   
   Note: To ignore deleting the subscription items, click No.

Skipping or Un-skipping a Subscription Item

A CSR can skip or un-skip a subscription item on behalf of a customer for the current month. You can click the Skip button for an item, which results to skipping the item for the current month. You can un-skip the skipped item for the current month. The subscription item will be shipped for the current month.

To skip/un-skip a subscription item,

1. Navigate to the Customer Admin console.
2. In the All Customers page, click on the required customer account.
   
3. Click the Subscriptions tab in the left navigation panel.
   
   The subscription details appear.
4. In the current month tab, click:
   1. the SKIP button to pause or cancel the delivery of the subscribed item for the month
   2. the Unskip button to resume the delivery of the subscribed item for the month
5. A confirmation pop-up message appears based on the above selection. In the pop-up, select SKIP or UNSKIP:
   

Note:

• To ignore skipping or un-skipping, click Cancel.
• You can skip/un-skip the subscription items until the freeze date of the current month. If the order processing date has been freezed, an error message appears.

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Editing a Customer Account | top

Revision History
2023-08-02| AN – Updated content for Release 8.15.0 SP1.
2022-01-12 | JP – Updated content for Release 8.13.0.
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.