Customer Support Resources

• Customer Management
• Order Management 
• Subscription Management 
• Settings
• Misc. Updates
  • Lifetime Loyalty
  • Webhook Capability

Products & Inventory

• Product Settings
• Product Set Up
• Inventory

Customer Experience

• Menu Ordering System

Customer Management

Customer Search

In order to locate a customer’s account, select Customers > Customers List from the left panel menu

Within the customer list, you are able to search for a specific customer using:

• Customer name
• Customer ID
• Customer contact information (phone number or email)

Create New Customer

In order to create a new customer, select the New Customer button in the upper right corner of the customer list page. 

Within the new customer modal, you will fill out the customer’s information:

• First name
• Last name
• Email
• Phone number
• birthday

You are also able to set the customer’s communication settings here.

• SMS order updates
• SMS marketing updates
• Email Marketing updates

Customer Details

Within the customer profile, you will be able to view the customer details including

• Account credit balance
• Loyalty point balance
• Customer info
  • First & Last name
  • Phone number
  • Email
  • Birthday
  • Customer ID
  • Referral Code
  • Attribution Source
  • Internal IDs
• Order Statistics
• Password & Payment information
• Addresses
• Payment methods
• Gift Cards
• Notes

Update Account Credit & Loyalty Points

Within the Customer Details page, you are able to manage their Account Credit balance and their Loyalty Point balance. 

In order to manage their Account Credit balance, select Manage Balance next to their displayed account credit. You will also be able to view past deposits/withdrawals from their account credit balance within this modal.

In order to manage their Loyalty Point balance, select Manage Points next to their displayed point balance. You will also be able to view additions/subtractions* from their loyalty point balance within this modal.

Subtraction of loyalty points occurs when a refund for the selected customer is processed. 

 

Update Details

In order to update a customer’s details, select Edit Details in the upper right corner. 

Here, you can edit

• Customer's First & Last name
• Customer email
• Phone number
• Birthday

Update Address

In order to update a customer’s address, select the pencil icon next to the desired address. Here, you can edit

• Business name
• Delivery address
• Apt/suite
• Zip Code*
• Delivery preference
• Building type
• Access code
• Delivery instructions
• Set as default

You are also able to add a new address to the customer’s profile by selecting add address under the current addresses listed.

City and state are determined by the zip code entered

 

Add Payment Methods

In order to add a new payment to a customer’s profile, select Add Method Under the current payment method listed. 

Once the Card number, expiration date, and CVV are entered, you are able to select whether this is the default payment method.

In addition to adding new card payments, you are able to associate gift cards to a customer’s profile by selecting Add GiftCard below the Gift Cards section. 

Once 16 digit card number is entered, you can choose whether the gift card is the default payment method.

Add Notes

Within the Customer Details page, you are also able to add any notes in relation to the customer such as details surrounding a new account credit application or specific notes from the customer directly.

To add a note to a customer’s profile, select Add Note within the notes section of the details page.

You will also be able to view the note history, including the date and time the note was added as well as the author.

Customer Subscriptions

Within the Customer profile, select Orders from the top navigation to review any subscriptions or orders associated with that customer. 

Under the Subscriptions section, you will see the following details for each subscription:

• Subscription name
• Day of the week they are set to receive the subscription
• Fulfillment type
• Number of items
• Zone/store
• Time of pickup or delivery
• When their next charge will be
• Status (active/inactive)

You are also able to create a new subscription or edit an existing subscription.

Create & Edit Subscription

To create a new subscription, select Create Subscription and enter the requested information

• Subscription name
• Payment method
• Promotion code (if applicable)
• Whether it requires an order minimum
• Whether it is available for on-demand delivery
• Any instructions

To edit an existing subscription, select the Pencil Icon on the desired subscription. 

Customer Orders

Under the Orders section, you will see the following details for each order:

• Order number
• Whether it is a subscription order
• Order Type
• Date Scheduled for Pickup/Delivery
• Fulfillment Type
• Status
• Store
• Number of Items
• Sales Total
• Whether the order was marked as delivered

In order to view or update an existing order, click on desired order to be taken to the order details page.

Customer Communication

Within the Customer profile, select Marketing from the top navigation to review customer Communication Settings and any past Triggered Communications sent to the selected customer. 

Under the Communication Settings section, you will see:

• SMS Order Updates
• SMS Marketing Updates
• Email Order Updates
• Email Marketing Updates

You are able to edit these settings by selecting Edit Settings.*

Triggered Communication

Under the Triggered Communications section, you will see a list of past communications sent to the customer including

• Date of communication
• Trigger event
• Trigger name
• Channel
• Address
• Regarding

You are able to sort or filter each of these columns, as well as search for specific communication utilizing the search bar.

Order Management

Active Orders

To view active orders, select Orders > Active Orders from the side panel menu. 

The Active Orders screen will default to the current week of orders. You are able to change the date range by selecting the date in the upper right corner. 

You are able to utilize the search bar to search Active Orders by 

• Order ID
• Order Type
• Customer
• Store

You are also able to sort and filter the orders in the list via the controls on each column header.