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Customers

How Tos (5)

You can find this section under Customers > Customers in the IRP Admin left navigation menu.

The customers section allows you to create customer accounts or edit existing customer accounts on your website.

Customers will typically create their own accounts when placing their first order. The functionality to create accounts in the Admin exists in case a situation arises where an account should be created in the back end (e.g. for testing purposes) or if a customer requests that an account be created for them, rather than creating one in the standard manner.

Customers are displayed as follows:

Main Customer Screen

If you expand Other Options under the Search bar, you can see the following options:

Customer Screen Other Options menu

This allows you to use the following search filters:

  • Gender: Select a gender as a filter for customers.
  • Language: Select a language as a filter for customers.
  • Loyalty Scheme: Select a Loyalty Scheme as a filter for customers (or select all schemes).
  • Date Joined: Select the Joined From and Joined To dates for customers who have joined Loyalty Schemes.
  • Include Guest Accounts: Check this box if you want to include customers who use guest accounts.
  • Subscribed Only: Check this box if you want to include customers who are subscribed to mailing lists.
  • Banned From Click And Collect Only: Check this box if you want to include only customers who have been banned from using the Click & Collect feature.
  • Trade Only: Check this box if you want to show only Trade Customers in your search results.

You can perform the following actions on the Customers page:

  • Add a new customer.
  • Edit an existing customer.
  • Search for a specific customer or view all customers.
  • Email a specific customer.
  • View orders, reviews, subscriptions, dropped baskets, recently-viewed models and search terms used by a specific customer.

Default Site Gender

There is an Application Setting in the ‘Customer’ grouping called ‘Default Site Gender’. This setting is useful for websites that cater predominantly to shoppers of one particular gender. If you enable this setting, when a customer sets up an account or subscribes to a mailing list, the radio button that they use to indicate their gender will be pre-selected using the ‘Default Site Gender’ value.

Allowing Customers to Create Their Own Accounts

You can give customers the ability to set up their own business account by enabling the Application Setting called 'Enable Customer Account Types' (in the Customers grouping). Customers can set up their account as either 'Home' or 'Business' and also then enter their VAT Reference.

If you want to automatically deduct VAT from their orders, you can enable the 'Tax Exempt' Shipping Country setting (note that this setting is visible only if you have enabled the 'Allow User Vat Status Changes' Application Setting (in the Tax grouping')). See How To Add or Edit a Shipping Country for more details.

Guest Accounts

For details about managing customers who use the Guest Checkout facility, see How To Manage Guest Accounts in this section.

Customer Information in the Alert Bar of IRP Admin

You can see at-a-glance information about your customers using the Customers Alerts Bar at the top of your IRP Admin screen. To see this bar, click the Edit button in the top-right corner of IRP Admin and select 'Customers' from the drop-down menu. You will then see the following details in your top nav:

Customers alert bar

The bar shows the following details:

  • New Customers: This shows the number of new customers in your system. Click this button to take you to the Customers.aspx page in IRP Admin. On this page you can see a list of all the new customers that you have configured in your system.
  • Customers: This shows the number of customers in your system. Click this button to take you to the Customers.aspx page in IRP Admin. On this page you can see a list of all the customers that you have configured in your system.
  • Guests: This shows the number of guest customers in your system. Click this button to take you to the Customers.aspx page in IRP Admin. On this page you can see a list of all the guest customers that you have configured in your system.
  • Repeat Customers: This shows the number of repeat customers in your system. Click this button to take you to the Customers.aspx page in IRP Admin. On this page you can see a list of all the repeat customers that you have configured in your system.
  • Customers on Mailing List: This shows the number of customers on mailing lists in your system. Click this button to take you to the MailingList.aspx page in IRP Admin. From here you can scroll through the list of customers on your mailing lists. For more information, see the Mailing List help topic.
  • Customer Contacts: This shows the number of customer contacts in your system. Click this button to take you to the ContactUsResponses.aspx page in IRP Admin. From here you can see the questions that customers have asked using the Contact Us feature on the IRP. For more information, see the Customer Contacts help topic.

Note on Customer Email Addresses

Occasionally some Customers might attempt to use junk email addresses when registering. These will cause bounce-backs when any emails are sent to the Customers concerned. Admin Users should therefore conduct regular reviews of their registered email addresses to prevent bounce-backs occurring due to invalid email addresses. Examining the top-level domain of an email is often an indicator of a junk email address. Bounce backs may also be caused by typos in email addresses.

Note also that you cannot update guest customer accounts to use the same email address as existing customer accounts. When you edit an email address, the IRP performs a check to ensure that there are no full or guest accounts with the new email address and an error message is displayed if this is the case.

For more details about this section, see the How To Add or Edit a Customer article in this section.

Note on Customer Passwords

You can set a new password for customers, as described in the How To Add or Edit a Customer section. Customers can also reset their own password by clicking the 'Forgotten Your Password' link on the various customer interfaces of the IRP (Desktop, Mobile and Trade):

Password Reset

The password reset page will display a 'success' message regardless of whether or not the email address that the customer enters is a valid customer email address. The password helper message shown to the customer is configurable via Small Translation ID 1581.


Customer Application Settings


The following Application Settings are available for the Customers functionality (located within the grouping called 'Customers'):

  • Default Site Gender: Select the gender to which the vast majority of your site shoppers belong. This will mean that when a customer is setting up an account or subscribing to a mailing list, the radio button will be pre-selected to the default site gender selected.
  • Enable Customer Account Types: Enabling this offers customers the ability to set up their account as either 'Home' or 'Business' accounts. This may be useful if you have a requirement for B2B ordering.
  • Enable Customer Date Of Birth Entry: If enabled, customers will have the option to add their date of birth to their accounts.
  • Enable Gender: Enabling this function will ask your customers whether they are Male or Female when they sign up for an account on your site. This will also effect what results display on the Also Bought section.
  • Enable Geo Location Country Lookup: Determines whether a customer's initial location is determined from a stored IP Address in the Geo Locations Admin page or from the Country element of their browser session.
  • Set New Customer Approval Threshold In Hours: The number of hours after a new customer first places an order until their customer account is set from Awaiting Approval to Approved by the relevant Common Task.

In the 'Checkout Process' grouping there is also an Application Setting called Log Off After Order. If you enable this Setting, the IRP will automatically log a customer out after they have placed an order. There is also a Setting in the same grouping called Show Additional Place Order Button At Top Of Page - enabling this setting will cause an additional 'Place Order' button to be displayed at the top of the Order Summary page, under the 'Order Notes' section. Note that if the user's Shipping Country requires Terms and Conditions or they are checking out with Amazon Pay, the additional 'Place Order' button will not be displayed.

(The main Application Setting for allowing customers to checkout their purchases using the secure checkout is also in the 'Checkout Process' grouping: Enable Checkout. If this Setting is disabled, the Secure Checkout will not be available.)


Front-end Customer Account Options


When a customer clicks the 'My Account; link at the top of the front-end website, they will see the following menu in the left nav:

My Account Menu

They then have the following options:

Log In

When the customer clicks the Log In link in the menu, they will see the following screen (/MyAccount/Login.aspx):

My Account Log In

if the customer needs to create an account to proceed, they will see the /MyAccount/Setup.aspx page. Here they enter details such as their email address, password and contact details. Note that they will go through the standard Mailing List Sign-up process that is present in the Mailing List sign-up widget wherein they explicitly consent to marketing. This means that customers will receive Mailing List Confirmation emails and voucher incentive sign-ups.

Assuming they log in, they can then use the rest of the options in the menu, as described below.

My Account

When the customer clicks the My Account Home link in the menu, they will see the following screen (/MyAccount/MyAccount.aspx):

My Account Home

Order History

When the customer clicks the Order History link in the menu, they will see the following screen (/MyAccount/OrderList.aspx):

Order History

Change Address Details

When the customer clicks the Change Address Details link in the menu, they will see the following screen (/MyAccount/EditAccountDetails.aspx):

Change Address Details

Change Email/Password

When the customer clicks the Change Email/Password link in the menu, they will see the following screen (/MyAccount/EditPasswordDetails.aspx):

Change Email/Password

Forgotten Password

When the customer clicks the Forgotten Password link in the menu, they will see the following screen (/MyAccount/Password.aspx):

Forgotten Password

See 'Note on Customer Passwords' above.

Email Subscriptions

When the customer clicks the Email Subscriptions link in the menu, they will see the following screen (/MyAccount/EmailSubscriptions.aspx):

Email Subscriptions

You can use Small Translation 2513 to translate the 'Catalogue' header on this screen.

Stock Notifications

When the customer clicks the Stock Notifications link in the menu, they will see the following screen (/MyAccount/StockNotifications.aspx):

Stock Notifications

If the customer requests a stock alert, they will receive an email when the item comes back into stock.

Become a Partner

When the customer clicks the Become a Partner link in the menu, they will see the following screen (/PartnerSetUp.aspx):

Become a Partner


How To Guides (5)

Related Videos (1)

IRP - Customers
Manage customer records in the IRP Admin


FAQs (3)

Within the customers table can I view a customer’s order history?
Yes, you can view this in two sections of the IRP - the Orders section and the individual customer section.

What does the GUID refer to?
This is basically a cookie identifier — the Globally Unique Identifier.

When a customer resets their password, how long should they wait until logging in again?

The customer should log in again within two hours. This is the default time period defined in the ‘Temporary Customer Password Expiry In Hours’ Application Setting.

The customer's password email will come through to their address immediately after they make a request to reset their password. Ideally they should log in straightaway and then change their temporary password to a new one.

The ‘Force Customer To Change Temporary Passwords’ Application Setting makes sure that the customer changes their temporary password when they first log in.

Note that if customers don't log in AND change their password within two hours then the temporary password will not work.




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