Customer Details

Order Management maintains detailed records of each customer that you enter into the system. The Customer details page contains all the relevant information regarding the customer or organization and is organized by section. A customer record is most commonly created during order processing in Customer Service Center. However, an Order Management Administrator has the ability and flexibility to also create a new customer record in Customer Manager of the Administration module. When a new customer record is created, billing and shipping address information for that customer, as well as other customer-specific information can be collected. Each customer record contains a history of General information, Billing and Shipping Addresses, Invoices, Payments, Orders, Activities, Emails and System Events. Custom fields on the customer record might be created using Attributes.

To manage the Customer details, follow these steps:

  1. In the Customers accordion menu, select Customer Manager. The Customer Manager dashboard page appears.
  2. Search and locate the customers. The Customer search results appear.
  3. Click on the customer's ID link. The Customer Details dialog appears.
From this dialog, you can manage the following customer information. which is described in the table below:
Fields and Buttons Description
Templates button Selects a custom template for your emails.
Advance Workflow icon () Advances the customer record to the next workflow state. For example, if you click this icon when the Customer record is in Waiting Approval state, this progresses this record to Approved status.
Suspend/Unsuspend icon ( or ) Suspends or unsuspends the customer record.
Lock/Unlock icon ( or ) Locks (prevents editing) or unlocks the customer record.
Flag icon () A flag color for the order that might need further review at a future time. Select to show a color or “CHK” from the list.
Approve button Click to approve when a cstomer is created. This is a one-step optional processes that is either Enabled or Disabled in Settings > Preferences > Customer Preferences. If the setting isn't enabled, this approval step is skipped.
Print Statement button Generates a PDF statement summarizing the open invoices and outstanding balances for that comer.
Email Password button Sends an email regarding the password to the customer's email address.
Reset Password button Sends an email that provides instructions to reset a customer password.
Close button Deletes the customer record.
General Information section Displays customer information including:
  • ID
  • Name
  • Email addresses, Phone numbers
  • Price Tier
  • Default Terms
  • Credit limit
  • Backorder checkbox
  • Billing and Shipping Addresses. Note that the address format is based on the country selected in the Country and Ship Country drop-down lists.
The Add Customer Dialog appears.
  Edit () button Makes any changes in the General Information section.
Copy To button To copy general information from this customer record to all open records, note the following:
  • Copy the Default Terms (Price Tier, Default Terms, Credit Limit, Back Orders) to all open records by clicking the Copy To button.
  • Copy the Billing address to all open records by clicking the Copy To button.
  • Copy the Shipping address to all open records by clicking the Copy To button.
Extended Attribute section Displays and lets you add Extended Attributes. Click the Show Hidden Attributes checkbox to show hidden Attributes to the customer; uncheck to hide the Attributes.
  Attribute drop-down A drop-down list of Attributes that you can add to the customer record.
Add button Adds the single Attribute selected.
Add All button Adds all Attributes in the drop-down list.
Show Hidden Attributes checkbox A checkbox to show/hide Attributes that are hidden from (not visible to) the customer.
Addresses section Shows the additional addresses associated with the customer.
  New button Shows the Address details dialog. Enter information into the fields and then click Save, or click Cancel if you don't want to save the changes. Note that the address fields that appear are based on the country selected in the Country drop-down list. The Address format is based on country-specific rules for the included fields and their order of presentation. See Localization.
Payment Methods section Shows the payment methods associated with the customer. Payment Method refers to the payment type that a customer uses to purchase goods, such as credit or debit cards, gift cards, or PayPal. Payment methods are set up in Payment Providers.
  New button Shows the Payment Method details dialog. Enter information into the fields and then click Save, or click Cancel if you don't want to save the changes.
Custom Catalog / Pricing section Customers might be assigned a Portfolio of Items for which they might be given Contract Pricing. The Portfolio is a grouping of Items that are available. Contract Pricing is Item-specific, volume-specific pricing for a Customer. Contract Pricing overrides Price Levels.
  Item Code The Item Code.
Add to List button Adds the Item Code to the list for the customer.
Locate in List button Locates the Item Code in the Custom Catalog/Pricing section.
Add Point button Adds a price point for the Item. The dialog is refreshed with the number of sales and sales currency amount.
Edit link Changes the Sales information including:
  • Qty: Enter the desired sale quantity for that Sales quantity tier.
  • Price Point: The unit price for the stated quantity, not the total price.
  • Basis drop-down: Choices are Sales, Cost, Retail, or Last Point.
  • Method drop-down: Choices are Actual, Markdown %, Markdown $, Markup % or Markup $.
  • Description: Enter a description of the price point for the Item.
  • TBD checkbox: If selected, the unit price for that quantity is $0, regardless of the actual value in the Price Point field. If this box is checked, then an 'X' appears in the row for that price point.
Trash can icon () Deletes () to delete the price point row.
Update button Updates the price point and pricing information.
Cancel button Discards the price point and pricing information.
Data Scrubbing section Visible only if the job is enabled in the Data Deletion & Obfuscation provider. Includes buttons used to schedule the customer record for scrubbing, or to cancel it if the record has been scheduled for scrubbing. These buttons are only visible to users with the appropriate permissions. If the record is scheduled to be scrubbed, the time and date when it will be scrubbed is displayed.
Note: The displayed date is based on the value of the Data Deletion Delay setting in the Data Deletion & Obfuscation provider at the time the record was scheduled. For example, if the delay is 2 and the record was scheduled on January 29th, then "1/31/2018" is displayed.
Details section Contains tabs with the following information, which provides useful information once the customer has created an Order.
  Linked Orders tab All sales shipping orders for the customer.
Unapplied Payments tab All payments for the customer that are awaiting application to an invoice.
Open Invoices tab All Invoices for the customer that are not closed. The Print Statement button generates a PDF statement summarizing the open invoices and outstanding balances for that customer.
Activity tab Shows the Activities associated with the customer. To create a Customer activity, click Add to open the Activity detail page.
Emails tab Displays any Emails on the customer record. To create a customer email, click the New button to open the Email dialog.
System Events tab Shows System Events on the customer record.
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