Customer Management - How to Manage Customers in Vagaro (On the Web Version)

The Customer Management feature allows you to refund transactions, create new customer profiles, edit client records, and run detailed searches to see details regarding customer booking and purchase history. You also can keep track of client IOUs as well as add customer notes, SOAP notes, and forms to a customer's profile. 

To get started, click Customers at the top of the screen. From there, you can create a new profile or view the details of an existing one. 

Let's get started!

Related Article: How Do I Manage Clients on the Vagaro Pro App?

Getting Started

• Creating a New Client Profile

Managing Current Clients

• Managing Existing Customers
• Adding a Photo
• Editing a Profile
• Adding a Credit Card
• Emailing a Temporary Username and Password
• Editing a Client's Points Balance

Managing Client Booking and Purchase History

• Appointments History
• Classes
• Products
• IOUs
• Notes
• SOAP Notes
• Forms
• Gift Certificates
• Packages
• Memberships

Creating a Profile for a New Customer

1. Click Customers at the top of the screen.  

2. Click Create New.   

3. Click Save after entering the details and making the selections.  

4. There also is an option to create a new profile when accessing the profile of an existing customer.

Managing Existing Clients

1. Click Customers at the top of the screen. 

2. If the customer already exists, simply enter their name in the box above. Then make the selection. 

3. Once you access a customer's profile, you can do the following:

• Add a credit card. 
• View a client's contact information.
• See their Points Total. Loyalty points are given to customers as an incentive to book more services and purchase more products from your business.
• Create a profile for a new customer.
• Edit the current client's profile.
• See the customer's booking and purchase history.
• Add client notes, SOAP notes, and forms to the customer's profile. 
• See how long they've been a customer as well as when they last visited your business.
• View the total number of appointments they've booked as well as the total amount they've spent at your business. 
• See the number of no-shows and cancelations they've had.
• Email a temporary username and password if they are having issues logging into their customer account. 

Adding a Photo to a Profile

1. Once you access a client's profile, hover over the image. Then click on the camera icon to add a photo. 

Editing a Profile

1. Click Edit Profile once you've accessed the client's profile. 

2. Click Update once you're done entering the client's information and making the appropriate selections. 

Adding a Credit Card to a Profile

1. Click on the Add a Card link on the customer's profile.

2. Select the Type tab if you're manually entering the credit card information. Click Add once you're done entering the details. 

3. Select the Swipe tab if you're swiping the credit card. Tap add when you're finished adding the card details. 

Emailing a Temporary Username and Password

1. If a customer is having a tough time accessing their customer account, you can email them a temporary username and password. Click on the Send Login Info link once you access the client's profile. 

2. Click Send Login Info. 

3. To change a client's username and password, click on the Edit link underneath the Send Login Info link. 

4. Enter the Username and Password. Then click Save. 

Editing a Client's Points Balance

1. Loyalty points are given to customers as an incentive to book more services and purchase more products from your business. To update a client's Points Balance, click on the Edit link under Points Balance once you've accessed the profile.  

2. Enter the new balance. Then click Save when you're finished. 

Appointments History

1. To see a client's appointments history, click on the Appointments tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each appointment:

• A direct link to the appointment on your appointments schedule or calendar. 
• The date of the appointment.
• The date it was checked out.
• The business' name.
• The appointment type. Click on this link to learn more about appointment types: How Do I Track Client Retention in Vagaro?
• The appointment status.
• The employee who was assigned to the service.
• The price of the service.
• The sales tax that was added to the service price.
• The discount that was added to the service price.
• The amount the client paid. 
• The tip that was added to the service. 
• The points the customer earned.
• The points that were redeemed.
• An option to refund the client. 

2. Click on the calendar icon to search for appointments within a specific date range.  

3. Click on the drop-down next to All Statuses to search for appointments by a specific status. 

4. Click on the drop-down next to All Services to search for appointments by a specific service. 

5. Click on the drop-down next to Service Providers to search for appointments by a specific employee or service provider. 

6. Click Search once you're finished applying the filters. 

7. Clicking on the link under Appointment Date takes you directly to the appointment in your calendar. 

8. To refund an appointment, locate the appointment. Click on the three dots on the right side of the screen. Then click Refund. Click this link to learn how to refund a service: How Do I Create a Refund in Vagaro?

9. To get details about an appointment, locate the appointment. Click on the three dots on the right side of the screen. Then click Timeline. 

10. You'll be able to view more information about a specific appointment.

Classes

1. To see all the classes a client has booked, click on the Classes tab once you've accessed their profile. Once you get to this page, you can see the following information regarding each class:

• A direct link to the class on your appointments schedule. 
• The date of the class.
• The date it was checked out.
• The business' name.
• The employee or teacher who was assigned to the class.
• The name of the class.
• The price of the class.
• The sales tax that was added to the price.
• The discount that was added to the price. 
• The amount the client paid. 
• The tip that was added to the price. 
• The points the customer earned.
• The points that were redeemed.
• An option to refund the client. 

2. Click on the calendar icon to search for classes within a specific date range.   

3. Click on the drop-down next to All Statuses to search for classes by status. 

4. Click on the drop-down next to All Classes to search by a specific class. 

5. Click on the drop-down next to All Teachers to search for classes by an instructor. 

6. Click Search after applying the filters. 

7. To change the status of a class, locate the class. Click on the three dots on the right side of the screen. Then select the status. Notice you also can issue a refund. 

Products

1. To see all the products a client has purchased, click on the Products tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each product:

• The date the product was purchased. 
• The business' name.
• The barcode ID. 
• The brand name
• The product type
• The name of the product.
• The employee who checked out the product.
• The quantity that was sold.
• The price. 
• The sales tax that was added to the price.
• The discount that was added to the price.
• The amount the client paid. 
• The tip that was added to the price. 
• The points the customer earned.
• The points that were redeemed.
• The location where the product was purchased. 
• An option to refund the client. 

2. To search for a specific product, enter the name in the search box. Then hit Enter on your keyboard. 

3. Click on the calendar icon to search for products that were purchased by the client within a specific date range. 

4. Click on the drop-down next to All Purchase Locations to filter the search by Purchase Location. 

5. Click Search when you're done applying the filters. 

6. To refund a product, locate the item. Click on the three dots on the right side of the screen. Then select Refund.  

IOUs

1. To see a list of all the IOUs a client was issued, click on the IOU tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each IOU:

• The date it was created.
• The date it was closed or the date the customer no longer needed to pay the IOU (This typically occurs when the IOU is voided or paid). 
• The business' name.
• The name of the employee who checked out the IOU.
• Any comments attached to the IOU.
• The status.
• The IOU amount.
• The reason it was voided. 

2. Click on the drop-down next to Created by All Service Providers to search for IOUs issued by a specific employee. 

3. Click on the drop-down to search for IOUs by status.  

4. Click Search when you're finished applying the filters. 

Notes

1. To see a client's notes, click on the Notes tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each note:

• The date it was created.
• The business' name.
• The employee who added the note.
• The note type.
• The comments that were attached to the note.
• An option to edit or delete the note. 

2. Click Create New to add a new note to a customer's profile. 

3. Select the Note Category. Then enter the note in the box. Click Save when you're finished. 

4. To search for a note by category, click on the drop-down next to Show All. Then make the selection. 

5. To edit or delete a note, locate the item. Then click on the three dots on the right side of the screen. Select Edit to update the note. Click Delete to remove the note. 

6. If you selected Edit, enter the new note. Then click Update. 

7. If you've selected Delete, click Delete Note. 

SOAP Notes

To learn how to add SOAP Notes to a client's profile, click this link: How to Add SOAP Notes.

Forms

1. Once you click the Forms tab, click the green Fill New Form button to add a form to the customer's profile. Then select the specific form you want to add. 

2. Once you're finished filling out the form for the client, click Save. 

3. Once the form is added, you'll be able to see it on the left side of the page. Click the date it was submitted to view the form. 

4. Once you access the form, you can update or make changes to it by clicking Edit. 

5. Once you're finished editing the document, click Save. This action creates another date on the left side of the page. 

6. Click Details to view more information regarding a form. 

7. Once you click Details, you can see: 

• The date and time it was submitted.
• The device that that was used to submit the form.
• The IP Address as well as the location from which it was submitted. 

Click Close once you're finished. 

8. To print a copy of the form, click the print icon. Select the export icon to export the form to a PDF. Click the trash icon to remove it. 

Gift Certificates

1. To see and manage all the gift certificates a client has purchased, click on the Gift Certificates tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each gift certificate:

• The date it was purchased.
• The gift certificate number.
• The business' name.
• The service or class that was added to the item.
• The initial dollar amount that was added to the gift certificate.
• The current balance.
• The expiration date.
• The location the gift certificate was purchased.  

2. To search for a gift certificate, enter its number in the search box. Then hit Enter on your keyboard. 

3. Click on the calendar icon to search for gift certificates within a date range. 

4. Click on the drop-down next to All Purchase Locations to search for gift certificates by purchase location. 

5. Click Search when you're finished applying the filters. 

6. Click on the link under Current Balance to view more details about the gift certificate.  

You'll see this screen when viewing the current balance of a gift certificate that has a dollar amount. 

You'll see this screen when viewing the current balance of a gift certificate that has a service or class.

6. To print a copy of the gift certificate, locate the item. Click on the three dots on the right side of the screen. Then select Print. 

Packages

1. To see and manage all the packages a client has purchased, click on the Packages tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each package:

• The name of the package.
• The business' name.
• The starting balance.
• The current balance.
• The expiration date.
• The renewal date.
• The next payment date.
• The auto-renewal limit (the number of times a package is renewed).   

2. Click on the links to view more details about the Starting and Current Balances. Refer to the images below for more information. 

Image A - Starting Balance of a Package

Image B - Current Balance of a Package

Memberships

1. To see and manage all the memberships a client has purchased, click on the Memberships tab once you've accessed the profile. Once you get to this page, you can see the following information regarding each membership:

• The date it was purchased.
• The membership ID number.
• The business' name.
• The name of the membership.
• The employee who sold the membership.
• The total amount the customer paid.
• The charge frequency.
• The auto-renewal limit (the number of times a package is renewed).
• The points the customer gained
• The starting balance.
• The current balance.
• The membership status. A green checkmark means it's active. A red X means it's no longer active.   

2. Click on the links to view more details about the Starting and Current Balances of a membership. Refer to the images below for more information. 

Image C- Starting Balance

Image D- Current Balance

3. To refund a membership, locate the item. Click on the three dots on the right side of the screen. Then select Refund.