Managing Customers

The Customers tab in CommentSold is where you can view and manage all of your customer data.

From within the Customers tab of your CommentSold admin dashboard, you can add, manage, and remove customers from your shop.

 

This Article Covers:

Manually Adding a New Customer

 

Customers will be able to register to shop with you at your shop URL. But it is also possible for you to create a customer record yourself! This is particularly useful when you are wanting to track in person purchases from customers who are not already in your system.

 

Click on the Customers tab of your CommentSold dashboard. Click the green "Add Customer" button at the top of the page.

 

A popup will appear, prompting you to enter the new customer's Name, Email, and Phone. Name and Email are required for all customer records. Enter this information and then click "Add."

 

You will then see the newly created customer, with the contact information you entered in the popup box. 

 

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If you would like to add additional contact/shipping information at this time, click the "Edit" button to the far right of the name and email address. 

 

Your customer has now been added to CommentSold! However, as they were manually added with only their contact information, they will not be able to shop from your channels without registering with their Facebook or Instagram account.

 

Understanding Customers Tab Icons

 

The icons on the Customers tab are intended to give you a quick overview of a customer's status with your shop.

 

The first icon you will see is just to the left of a customer's name and picture. If the icon is green, this means that they have fully registered and confirmed their account. They're ready to shop!

 

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If this icon is red, the customer will need to visit their account page and complete registration. They will need to enter any missing information and confirm their account with Facebook. 

 

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The rest of the icons will appear to the right of a customer's name:

 

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The camera icon indicates that they are registered to shop with your business on Instagram.

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The blue circle icon indicates that Facebook Messenger is connected, and that the customer has enabled messages from your shop.

 

Screen Shot 2019-11-04 at 11.41.11 AMThe telephone icon indicates that a customer has given your shop permission to contact them with SMS messages.

 

Screen Shot 2019-11-04 at 12.31.50 PMThe speech bubble with dollar sign icon indicates that a shopper has enabled comment charge.

 

Screen Shot 2019-11-04 at 12.33.11 PMThe smartphone icon indicates that this customer shops using your mobile app.

 

Screen Shot 2019-11-04 at 12.34.37 PMThis uncommon icon will appear if a customer needs to visit your shop URL and re-sign in with Facebook to accept Facebook group permissions. The icon was associated with a previous Facebook group update, and will disappear once the customer signs back into their account.

 

Screen Shot 2021-03-19 at 4.50.11 PMThis icon will appear over the profile picture of a customer who you have blocked from your shop.

 

 

Viewing & Managing Customer Details

 

If you would like to change details on a customer's account, you can do so by visiting the Customers tab in your CommentSold dashboard.

 

Click the three dots to the far right of any customer's name.

 

Screen Shot 2021-03-19 at 5.23.22 PMYou will see multiple options for managing the customer. An important option to note is Enable Comment Charge, which should only be activated with permission of the customer as it will automatically charge their payment method on file when they comment to claim an item.

 

You can click to Disable Tax if you do not want to charge sales tax to this customer.

 

The final option in this drop down will show as either Enable Free Shipping or Disable Free Shipping, depending on the customer's current setting. You can use this to offer free shipping to specific customers, regardless of their order amount.

 

Next, select "Customer Details." From this screen, you will be able to view all of a customer's information and their history with your shop. 

 

Across the top of the page, you will see buttons to allow you to Add Store Credit, Subtract Store Credit, or Set Password for your customer. 

 

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The next sections show a customer's account creation date, Facebook group permission status, referral code, and contact information.

 

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Under "Referral Code," you can view the current referral code for the customer, View Orders that have used this referral code, and Change Code if you would like to generate a new code for the customer.

 

To add or edit a customer's contact information, click the "Edit" button under the Action column. All fields can be edited to a customer's preferred information.

 

Next, you can view a customer's Shopping Cart. You will see any items they currently have carted in this section. The Shopping cart section is where you can manually add items to a customer's cart and create orders for them

 

The next sections show details about a customer's Paid Orders, Fulfilled Orders, Abandoned Items, Favorites, Waitlist, and Expired Items. These sections paint a picture of a customer's activity with your shop and the types of products they typically engage with.

 

The Store Credit Balance Movement will show a customer's currently available store credit along with the history of when store credit was added or spent.

 

Lastly, you will be able to view a customer's previous Facebook and Instagram comments on your sales posts.

 

Blocking or Removing a Customer

 

An unfortunate reality of operating your business at scale is that you'll inevitably have problematic customers. CommentSold makes it easy to block or remove these customers from shopping with you.

 

Blocking a Customer

 

To block a customer, locate them in the Customers tab of your CommentSold dashboard. Click the three dots to the far right of the customer's name. Select "Block Customer."

 

A popup will appear to confirm that you would like to block the customer.

 

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Once you click "Confirm," the customer will be blocked. An icon will appear above their profile picture in your CommentSold dashboard indicating that they are blocked. You will also see a "Yes' in the Customers table column "Blocked?"

 

When blocked, a customer will not be able to:

  • Add items to their cart
  • Check out from your shop
  • Join new live sales from within your app

 

If you block a customer during a live sale, they will not be booted from watching the live sale. They will however be prevented from rejoining the live sale if they exit, and will not be able to join new live sales.

 

It is possible for a blocked user to sign up for a new account with your shop from a new device. You would need to block the newly created account as well if this occurs.

 

Note: If a customer watching your live sale on Facebook is creating problems for you, you will need to block them on Facebook directly. Blocking a customer on CommentSold will not prevent them from leaving Facebook comments. Make sure your Page Moderation and Profanity Filter settings in Facebook are set to prevent unwanted language from being posted in the comments!

If you do not want to totally block a customer, you can select "Ignore Sold Comments" from the drop down rather than "Block Customer." The customer would still be able to purchase from your mobile app and webstore, but would not be able to claim items in comments. This is useful if you are not using First Paid First Served and have a customer who frequently claims items from posts and live sales but does not complete the checkout process.

 

Removing a Customer

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If you need to totally remove a customer from CommentSold, you can do so from the same drop down that allows you to block or ignore sold comments. 

 

When you select "Remove Customer," a popup will appear to confirm that you want to completely delete the customer record from CommentSold. This action does not block a customer, but removes all history associated with the customer and their orders. This is never recommended unless a customer explicitly requests account deletion. If a customer is causing problems with your shop, but does not request a deletion, you should block them from both CommentSold and Facebook.

 

 

Combining Multiple Customer Accounts

 

Multiple accounts occasionally result from shoppers creating a second account when purchasing from your shop on a new channel, rather than logging into their existing account. If a customer has created multiple accounts with your shop, you will want to merge them into a single record within CommentSold. This will merge customer fields and move orders and waitlisted items to the combined account.

 

To begin, visit the Customers tab of your CommentSold dashboard. Click the "Combine Multiple Accounts" button at the top of the page.

 

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You will then see suggested accounts to consider for combining. These accounts share contact information that indicates they are the same customer. 

 

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Review the suggested account combinations and check the boxes next to any you would like to combine. Then click the red "Combine Selected Accounts" button at the bottom of the page. The page will refresh and you will see a blue banner confirming that the account merge was successful!

 

Adding Items to a Customer's Cart

 

Whether you are adding items to a customer's cart for in-person checkout, to process an exchange, or to reserve an item for a customer, you will first go to the Customers tab in your dashboard. 

 

Search for the customer. Once located, click the three dots to the right of the row and select "Customer Details." 

 

Scroll down and you will see a section titled Shopping Cart. To the right is a green button marked "Add Product To Cart." 

 

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Click this button and a popup will appear, allowing you to search for a product to add to the cart. Here you can scan the item (if you are using CommentSold barcodes) or type the SKU or product name to locate it.

 

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Keep the "Notify the customer?" box checked if you would like your customer to receive a message that an item has been added to their cart!

 

Once the items are added, click "Done" and you will see the item appear in the customer's Shopping Cart. You will see the blue "Admin" label under the Source column, indicating that the item was added to the cart by a shop admin.

 

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If you would like to allow the customer more time to check out the item you have just added to their cart, you can click the blue "Extend Expire Hours" button to extend the cart expiration timer for this cart. 

 

Creating an Order for a Customer

 

From the Customer Details page in the Customers tab of your dashboard, you can create an order for a customer with carted items. 

 

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First, be sure the information shown in the Shopping Cart section is accurate. You will be able to switch between shipping and local pickup (if enabled). If desired, you can manually enter a coupon code with the "Add Coupon Code" button.

 

To create an order for the customer, click the red "Confirm & Create this order" button. You should only do this if you have already received payment for the order from the customer.

 

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If the order has already been fulfilled, you can check the box to "Fulfill this Order?" By clicking to create the order, you confirm that the customer has paid for the order.

 

The order will now appear under in your Orders/Fulfillment tab, with #ADMIN showing as the payment method and a label marking the order as Unfulfilled or Fulfilled (depending on whether or not you checked the box to fulfill the order).

 

 

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