To apply for this and other POS features, please contact our Online Merchant Success Team.
From the merchant's perspective, it is crucial to build a customer details database for sending out subsequent marketing promotions.
Customers who purchase in online stores or retail stores will leave information in the system. The POS system can integrate all online and offline customer information for you, making it more convenient for you and your staff to view it in real time and plan related marketing campaigns.
In this article, you'll find:
- Inquire customer information
- Edit customer information
- Inquire customer order record
- Remarks when POS app is offline
1. Inquire customer information
Tap Customer on the left menu of the POS app.
The "Customer Details" page is composed of the following sections.
- General information
- Profile
- Purchase history
- Potential favorites（For Taiwan merchants, the "OMO Pro" module is required. For Hong Kong Merchants, the "Advanced Multi-Store Settings" module is required.）
Display customer info on POS app customer details page
Go to SHOPLINE Admin > [Settings] > [Customer Settings]. You can choose to switch on/off the toggle for "Display customer info on POS app customer details page".
A. On: Display customer info on POS app customer details page
Once enabled, the existing customer list will be displayed by default on the customer details page.
B. Off: Search to view complete customer details
If the feature is disabled, you will need to search for a customer name, mobile number, email, or scan a member barcode to view the complete customer information.
If "No search results" appears, you can tap the Add as a new customer button to enter the "Add Customer" page.
If you enter the following into the search bar, the system will automatically assign the input to the related fields:
- Numbers only: Assigned to "mobile number".
- Contains "@" is considered Email format: Assigned to "email".
- Neither numbers only nor contains "@": Assigned to "customer name".
*Example: Enter numbers in the search bar
Tapping any customer in the search list will display the customer's information, divided into the following sections:
- General information
- Profile
- Purchase history
- Potential favorites (For Taiwan merchants, the "OMO Pro" module is required. For Hong Kong Merchants, the "Advanced Multi-Store Settings" module is required.）
i. General information
The top section lists the general information of the customer, including current membership tier, tag, and "Complete Customer Information" (collapsed by default).
Tap the membership tier tag to open the membership description window, which covers the following information:
- Membership expiration date
- Exclusive discount: Will not display if you haven't set it.
- Membership upgrade conditions: Displays upgrade conditions and differences. If the condition is a single-purchase threshold, the differences will not be displayed.
- Membership extension: Displays extension conditions and differences. If the condition is a single-purchase threshold, the differences will not be displayed.
Tap the All Tiers button in the top left corner to view the detailed membership rules, including exclusive discount, upgrade condition, extension condition, and valid period for each level.
Complete Customer Information
If you wish to view the comprehensive shopping information of the customer, you can tap Complete Customer Information to expand 3 metrics: Total Purchase Amount, Total Purchases, and Average Purchase Amount.
The order sources include:
-
Online store: Orders from the online storefront and social commerce
-
Retail store: Orders from POS and Smart OMO
-
Others: Orders from open API or imported orders
*Notes
- The data of the Complete Customer Information is updated at midnight every day.
- For actions of order cancellations, product returns, order merging, and order splitting, their effects on the metrics of "Total Purchase Amount" and "Total Purchases" are listed in the table below.
| Total Purchase Amount | Total Purchases | |||
| Online store/ Others | Retail store | Online store/ Others | Retail store | |
| Order cancellation | Deducts amount | Deducts amount | Deducts purchase counts | Deducts purchase counts |
| Product return |
Deducts amount *Restores the amount if the return order is cancelled |
Deducts amount *Restores the amount if the return order is cancelled |
Return orders are not calculated as purchase counts | Return orders are not calculated as purchase counts |
| Order merging | Calculated based on the status and amount of the child orders | N/A | Counts will be merged Ex: 5 parent orders are counted as 5 purchase counts. When merged into 1 child order, the purchase count changes to 1. |
N/A |
| Order splitting | Parent orders and child orders are calculated | N/A | Purchase count doesn't increase. Ex: 1 parent order is splited into 2 child orders. The purchase count remains 1. |
N/A |
ii. Profile
The "Profile" tab lists more detailed information of the customer, including cellphone, email, address, and where they're added from. This tab also displays the customer's store credits and member points.
*Note: Below current store credits/ member points shows the total amount of credits/ points nearing expiration. Merchants can notify customers to use them before the deadline.
iii. Purchase history
Tap Purchase history to view the retail store orders and online store orders from this customer.
*Note: This tab only displays unarchived orders. For more details on archived orders, please refer to Order History Auto-Archiving.
A. Retail Store Orders
For each order, the order number, transaction number, order status, payment status, order source, order amount, and transaction amount will be displayed.
Tap the order to view its order details. You can view more detailed information, such as product details, promotions applied, credits/points earned, and payment methods. Tap the function button at the top right corner for receipt printing and invoice printing.
*Note: Currently, member points earned in a "Reward Campaign" are not included in total points earned after completion.
B. Online Store Orders
For each order, the order number, order status, order source, order amount, and transaction amount will be displayed.
*Note: For online store orders, the payment status will not be displayed. Please tap an order to enter the "Order Details" page for more information.
Tap the order to view its order details. You can view more detailed information, such as promotions applied, delivery fee, credits/ points earned, payment methods, and payment status.
iv. Potential favorites
Tap Potential favorites to view "Cart Products", "Wishlist Products", and "Purchased Products".
*Notes:
- The advanced module is required for using this tab. If you wish to purchase the module, please consult with the Online Merchant Success Team.
- "Cart Products" lists the products added to the shopping cart by the customer in the past 30 days.
- "Purchased Products" lists the products purchased by the customer in the past 1 year (excluding cancelled orders).
- The "Potential favorites" tab is updated at midnight every day.
2. Edit customer information
Tap Edit to pop up the Edit window. You can change the customer's name, phone number, email address, birthday, gender, delivery address, remarks, tags, membership tier, and preference to receive email updates and promotions.
Subscription settings on new customer information editing
You can tap SMS or Email to decide what form of promotion notifications your customers can receive.
After editing, tap the Save button at the upper right to save the changed customer information.
*Note: The POS app customer address field can save 5 sets of addresses. It is synchronized with the "delivery address" field on the customer information page in the Admin panel.
3. Inquire customer order record
Under Order Placed, merchants can check the customer's transaction record in the retail store, including the order number, date and time of creation, order status, etc.
If you need to query a specific order based on the customer's order record, tap the order record to view the sales in charge, customer name, e-invoice number, uniform number, note, order details, and payment information.
If the order is a preorder and the payment is yet to be settled, it is shown "Partially Paid".
Tap the preorder to see the list of products reserved and the payment status.
*Note:
- Order history auto-archiving: The system supports viewing orders from the past 2 years. Orders older than 2 years will be automatically archived and cannot be viewed on the POS app. You can only view them in the SHOPLINE Admin.
4. Remarks when POS app is offline
- You cannot add a new customer with the POS app when it is offline. A reminder stating "Unable to create customers and show membership info when offline" will appear at the bottom of the window.
- When offline, the POS app customer search feature will only capture and display active users who have updated customer information within six months.
- When offline, the POS app customer list will not display the membership tier and cannot edit customer details.
- When offline, you cannot add and edit tags and notes in the POS app customer details.
- The "notes" and "customer tags" buttons will be disabled.
- A reminder of "Unable to edit tag when offline" will appear under Customer Tags.
- The "notes" and "customer tags" buttons will be disabled.
- When offline, the customer details of the POS app will not display the credit balance, total spend, and membership tier.
Comments