Printed from https://zeropos.shop/help/customer-file
The customer file
Every customer has one file: contact details, every invoice, points, store credit and whether they want offers. Add it here or let the till create it.
Owners can change what each role may do.
The file is the customer's story in the shop: who they are, what they bought and returned, their points, their store credit and whether they want offers. Whoever serves them sees the same file.
Before you start
- By default every role that sells can add customers. Changing details, merging and adjusting credit are for owners, administrators and managers.
Steps
Add a customer
- Step 1
Open BACKOFFICE › Customers and tap New Customer.
- Step 2
Fill in Full name and a phone or an email; at least one is needed.
- Some shops make the email compulsory. Birthday, Address and Internal comment are optional.
- Step 3
Pick the Region the customer belongs to.
- Step 4
Set Marketing emails if the customer told you whether they want offers (Record whether a customer wants offers).
- Step 5
Tap Create Customer.
Read the file
- Step 6
Tap a name in the list to open the file.
- Contact details and the Marketing emails choice sit on the left; the tiles show invoices and visits, plus spend for roles allowed to see money: Lifetime spend is what their sales came to, VAT included.
- Step 7
Open General info for the internal comment, or Invoices for every sale and refund.
- Step 8
Open Loyalty for the Loyalty points, the Store credit and every movement under Ledger.
- Loyalty spend there is the total the tier is worked out from, without VAT or refunds: a different figure from Lifetime spend (Loyalty points: earning, tiers and balances).
- Treatments, Vouchers and Deals appear when your role can see those areas.
- Step 9
Tap Edit to correct the details, then Save Changes.
Merge a duplicate
- Step 10
Open the file you want to get rid of: the duplicate.
- Step 11
Tap Merge.
- Step 12
Search for the record you want to keep and tap it.
- Search by name, email or phone, with at least two characters.
- Step 13
The record you picked shows Keeping. Check the line below the list: the duplicate disappears and everything moves to the record you keep.
- Step 14
Tap Merge to confirm.
- Zero POS then opens the file you kept.
What happens next
- A new customer appears in the list straight away and can be linked at the till.
- Sales linked to the customer show under Invoices and earn points when the shop uses them.
- After a merge, the duplicate disappears from the list and only the kept file remains.
Loyalty points
When the owner has turned on Enable loyalty points, every sale to a customer on file earns points (Loyalty points: earning, tiers and balances). The Loyalty tab shows the balance and the customer's Tier.
Points are used by hand: a manager types them under Redeem loyalty points (manual) and taps Redeem. That only takes the points off the file, so agree with the owner how the customer gets the value.
Refunding or cancelling a sale takes back the points it earned.
What a merge keeps
The file you open is the duplicate; the one you search for is kept. Invoices, points, store credit, appointments, vouchers and deals move across, the balances are added together, and the tier is worked out again from the combined spend.
Contact details stay where they are, except the email when the kept record has none. Past invoices and appointments keep the name they were made under. Marketing emails keeps the stricter choice, so an Unsubscribed on either file stays.
Both files must be in the same region, and a merge cannot be undone. Check you picked the record you want to keep.
If you see this…
On screen
Add a phone number or an email address so the shop can reach this customer.
What to do
Fill in a phone, an email or both, then save again.
On screen
A customer with this email already exists.
What to do
Search the list for that email and use the file that is already there (Find a customer).
On screen
Ana López is already on this phone number. Press Save Anyway if this is somebody different.
What to do
If it is the same person, cancel and open their file. If it really is someone else, tap Save Anyway.
On screen
Both records must belong to the same region. Move one of them first.
What to do
Tap Edit on one file, change its Region to match the other, save, then merge.
On screen
This customer has invoices and can't be deleted. Use Merge to fold them into another record instead.
What to do
A customer with history is never deleted. If it is a duplicate, merge it into the right file.
On screen
That is the same record. Pick a different customer to keep.
What to do
Search for the other file, the one you want to keep, and tap it.
On screen
The customer you picked was itself merged into someone else. Pick the surviving record instead.
What to do
That file was merged earlier. Search again and pick the file it was merged into.
Good to know
- A sale at the till can create the customer on the spot; the file appears in this list by itself.
- Missing email in the list shows files with no email, so you can complete them before the next sale.