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Managing Customers - Web Version

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Donna J
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The Customer Management tool allows you to refund transactions, create new customer profiles, edit customer records, and run detailed searches to see customer booking and purchase history details. You also can keep track of IOUs and 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.

Related Article: Managing Customers - Vagaro Pro app

Covered in this article:

Click the links to jump to that section.

Getting Started: Create a Profile for a New Customer

Managing Current Customers

Manage Existing Customers

Add a Photo to a Profile

Edit a Profile

Add a Credit Card to a Profile

Email a Username and Password

Edit a Customer's Points Balance

Managing Customer Booking and Purchase History

Appointments History

Classes

Check-Ins

Products

IOUs

Notes

SOAP Notes

Forms

Files

Gift Certificates

Packages

Memberships

Invoices

  

Create a Profile for a New Customer

  1. Click the Customers tab and then click Create New.

    create_new_cust_2x.png

  2. Click Save after entering the details.

    new_cust_screen_2x.png

    See Add a Customer - Web Version for more detail.

Manage Existing Customers

  1. Click the Customers tab.

  2. Enter the name in the search box and click to select a customer.

    stock_customers_sel_a_cust_2x.png

You can do the following once you get to the customer's profile.

  • View and edit profile details (all info entered when you set up a new customer profile)

  • Add, change, or remove their profile picture

  • Manage Family & Friends group membership

  • View details and dates for Customer Since, Sales, Appointments, No Shows, Last Visit, Check-Ins, Classes, Cancellations, and General Tags

  • Add a credit card

  • View and edit their Points Balance

    Loyalty points are given to customers as an incentive to book more services and purchase more products from your business

  • Add customer notes, SOAP notes, and forms to the customer's profile

  • Email the customer's username and password if they are having issues logging into their customer account

  • Using the profile tabs, view details, add, and edit (possible actions vary by tab) for the following:

    Appointments

    Classes

    Check-Ins

    Products

    IOUs

    Notes

    SOAP Notes

    Forms

    Files

    Gift Certificates

    Packages

    Memberships

    Invoices

    		  
    cust_profile_full_2x.png

Add a Photo to a Profile

  • Hover over the profile image and click the camera icon to add, change or delete a photo.

    You'll see a circle with the customer's initials if there's no photo.

    add_cust_pic1_2x.png
    add_cust_pic2_2x.png
    add_cust_pic3_2x.png

    See How to Upload a Customer Photo.

Edit a Profile

  1. Click Edit Profile on the customer's profile.

    cust_edit_profile_2x.png

  2. Edit the customer information and then click Update.

Add a Credit Card to a Profile

You can add a new credit card to a customer's profile or edit an existing one.

  1. Click Add a Card (or Edit Card if there's already one on file.)

    add_cc_1_2x.png
    add_cc_2x.png

  2. Enter the card details, including the billing address, and click Save when you're done.

    cust_prof_add_cc_det_2x.png

    Note

    A billing Address is required when entering credit card information. Start typing in the address and the system will offer verified address suggestions to select from.

    addr_fill_in_2x.png

Email a Username and Password

If a customer can't access their customer account, you can email them their username and password.

  1. Click Send Login Info.

    cust_prof_send_login2_2x.png

    Note

    If the customer has never logged into their Vagaro account, the temporary login information is displayed and can be edited. Otherwise, you can email the current login info, but only the customer can change it from their account.

  2. Click Send Login Info to confirm.

    send_login_info_2x.png

Edit a Customer's Points Balance

Loyalty points are given to customers as an incentive to book more services and purchase more products from your business.

  1. To update a customer's Points Balance, click the Edit link under Points Balance.

    edit_points1_2x.png

  2. Enter the new balance and click Save.

    edit_points2_2x.png

Managing Customer Booking and Purchase History

The sections that follow match the tabs seen on the customer profile.

Appointments History

To see a customer's appointment history, click the Appointments tab.

appts_tab_2x.png

You can see the following:

Appointment Date (link to calendar)

Checkout Date

Type

Status

Service Provider

Service

Price

Tax

Discount

Paid

Tip

Points Gained

Points Redeemed

Action (3 vertical dots) menu

  
appt_heading_2x.png

To filter the appointments list:

  1. Click All Dates and configure a date range.

  2. Click All Statuses and select from the list of status options.

    appts_status_list_2x.png

  3. Click All Services to select an individual service from the list.

    appts_services_list_2x.png

  4. Click All Service Providers to select one specific employee or service provider.

    appts_svc_prov_list_2x.png

  5. Click Search to apply the filters.

After applying filters, you can do the following:

  1. Click a link in the Appointment Date column to go to that appointment on the calendar.

    appt_click_date_2x.png

  2. The Action menu (3 vertical dots) provides options to change the appointment status, issue a refund, upload files related to the appointment, and view the appointment timeline.

    Available options depend on the appointment status.

    appt_action_menu_2x.png
    appts_action_refund_2x.png

    1. To refund an appointment, click the Action menu and then click Refund.

      See Refund Your Customers for more on refunds.

    2. The Timeline option shows you historical details about appointments no more than 15-days in the past.

      appts_timeline_2x.png

  3. Use Upload Files to add one or more files to the appointment.

    appt_upload_file_2x.png

Classes

Click the Classes tab to see all the classes a customer has booked. You can see the following information for each class:

Class Date (links to calendar)

Checkout Date

Status

Instructor

Class name

Price

Tax

Discount

Paid

Tip

Points Gained

Points Redeemed

More (3-vertical dots) menu

  
profile_classes_page_2x.png

To filter the classes list:

  1. Click All Dates and configure a date range.

  2. Click All Statuses and select from the list of status options.

    classes_status_list_2x.png

  3. Click All Classes to select an individual service from the list.

    classes_all_list_2x.png

  4. Click All Teachers to select one specific employee.

    classes_all_teachers_2x.png

  5. Click Search to apply the filters.

After applying filters, you can do the following:

  1. Click a link in the Class Date column to go to that appointment on the calendar.

  2. The Action menu (3 vertical dots) provides options to change the class status, issue a refund, and view the class timeline.

    Available options depend on the class status.

    classes_action_menu_2x.png

    1. To refund a class, click the Action menu and then click Refund.

      See Refund a Transaction - Web Version for more on refunds.

    2. The Timeline option shows you historical details about classes no more than 15-days in the past.

      class_timeline_2x.png

Check-Ins

You can see the overall number of customer Check-Ins on the main customer profile page.

customer_profile_checkin_2x.png

To see a breakdown of when and where the check-ins occurred:

  1. Click the Check-Ins tab.

  2. Set date filters or use the default of All Dates.

  3. Click All Kiosks to select one or more check-in Kiosks to include.

    all_kiosk_filter_2x.png

  4. Click Search.

    check_in_kiosks_result_2x.png

Products

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

Purchase Date

Barcode

Brand

Product Type

Product Name

Service Provider

Quantity

Price

Tax

Discount

Paid (what the customer paid)

Tip

Points Gained

Points Redeemed

Purchased at

Option to refund the purchase

  
products_detail_2x.png

To filter the Products list:

  1. Click the Search box and enter all or part of a barcode, brand, product type, or product name.

  2. Click All Dates and configure a date range.

  3. Click All Purchase Locations and select In-House or Online.

    prod_purchase_loc_2x.png

  4. Click Search to apply the filters.

You can refund a product sale from the resulting list by clicking the Action menu (3 vertical dots) and Refund. For more about refunding product sales, see Refund a Product Sale.

IOUs

Click the IOU tab for a list of the customer's IOUs. A red IOU notice is displayed in the customer name banner if a customer has an outstanding IOU.

iou_cust_banner_2x.png

Date Created

Date Closed

Service Provider

Comment

Status

IOU Amount

Void Reason

Action menu
profile_iou_screen_2x.png

To filter the list:

  1. Click Created by All Service Providers to select an individual employee.

    Defaults to All.

    IOU_svc_prov_2x.png

  2. Click All IOU Statuses and select an option.

    IOU_status_2x.png

  3. Click Search.

Use the Action (3 vertical dots) menu to make the following changes to the IOU: Edit, Void, and Pay. See Manage IOUs from the Customer Profile for details.

Notes

Click the Notes tab to see the following information regarding each note:

Created Date

Added By (employee)

Type

Note Description

Action Menu (3 vertical dots) - Edit or Delete the note

  
profile_notes_page_2x.png

Filter the list by clicking the Show All drop-down menu and selecting a note type.

note_type_menu_2x.png

For more on managing notes from the customer profile, see:

SOAP Notes

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

Forms

On the Forms tab, you can add a new form to the customer's profile or view and edit forms they've already completed.

  1. Click Fill New Form to select available forms and fill them out or send them to the customer.

    fill_new_form_2x.png

  2. Click the drop-down menu for previously filled forms to view and edit them.

    forms_tab_2x.png

    1. Click Edit to change the form or add images.

    2. Click Details to see info about the form:

      • The date and time submitted

      • The device used to submit the form

      • The IP Address and location

        form_detail_2x.png

  3. You can also print, download or delete a completed form using the provided icons.

    forms_icons_2x.png

Files

If you have Vagaro Drive, you can store customer files and images, appointment files, and forms files.

files_tab_2x.png

  • Use the Upload drop-down menu to add appointment or customer files.

    files_upload_2x.png

  • Click Appointment Files to see files associated with customer appointments, sort the files, and search for specific file information.

    files_appt_files_2x.png

  • Click Customer Files to see customer files, sort files, and search for specific file information.

    files_cust_files_2x.png

  • Click Forms Files to see files uploaded as part of a form, sort files, and search for specific file information.

    files_forms_files_2x.png

  • Click the Action menu (3 horizontal dots) menu on individual files to make changes to the file. This applies to all three file type areas (Appointments, Customer, and Forms.)

    files_menu_choices_2x.png

Gift Certificates

Click this tab to see and manage the gift certificates a customer has purchased. On this page, you can see the following information for each gift certificate:

Date Purchased

Gift Certificate #

Service/Class

Initial Amount

Current Balance

Expires On

Purchased At

Action menu with individual options
gift_cert_screen_2x.png

Filter the Gift Certificate list:

  1. Search for all or part of the gift certificate number or the Service/Class assigned to the gift certificate.

  2. Set up a date range.

  3. Select from the list of Purchase Locations.

    gc_purchase_locations_2x.png

  4. Click Search.

On the Gift Certificates screen, you can perform the following actions:

  1. Click the link in the Current Balance column to see the history of the certificate.

  2. On the Action menu (3 vertical dots), you have these options:

    gc_action_menu_2x.png

    1. Print a copy of the gift certificate.

    2. Edit the gift certificate to change the template, amount, service/class, number of visits, and message.

    3. History to view the transaction history of this gift certificate.

      You'll get this same result by clicking the Current Balance link.

    4. Void the gift certificate.

    5. View the certificate and print it or send it by email to a customer.

Here is an example of the history screen for a service-based gift certificate:

gc_service_balance_2x.png

And this is a history screen example for a gift certificate issued for an amount:

gc_money_balance_2x.png

Packages

Click the Packages tab to see this information about a customer's packages:

Package (name)

Starting Balance

Current Balance

Expiration Date

Auto-Renewal

Next Payment Date

Auto-Renewal Limit

Status

Action menu with more options
packages_screen_2x.png

Actions you can take on the Packages screen:

  1. Click the linked number in the Starting Balance column to see the package details (what services or classes are included, the total visits in the package, and the remaining visits.)

    package_details_2x.png

  2. Click the linked number in the Current Balance column to see the package history.

    package_history_2x.png

  3. Click the Action menu (3 vertical dots) for additional actions:

    package_action_menu_2x.png

Note

  • Pause Auto Renew is only available for packages set up to auto-renew

  • History shows the same package history screen as clicking the link in the Current Balance column.

See Managing Customer Packages for more information.

Memberships

Click the Memberships tab for information about a customer's membership. (Remember: only one membership can be active at a time.) There are no filtering options for the Memberships tab.

Purchase Date

Membership ID

Membership

Service Provider

Amount Paid

Charge Frequency

Remaining Auto-Renewal

Pts Gained

Starting Balance

Current Balance

Status

Action menu with more options
memberships_tab_2x.png

Actions you can take on the Memberships screen:

  1. Click the linked number in the Starting Balance column to see the membership details.

    1. Services/Classes tab: what services or classes are included, total and remaining visits.

      membership_balance_2x.png

    2. Products tab: product discounts included, discount amount, quantity limit, and remaining quantity.

      membership_balance_prod_2x.png

  2. Click the linked number in the Current Balance column to see the membership history.

    membership_history_2x.png

  3. Click the Action menu (3 vertical dots) for additional actions:

    package_action_menu_2x.png

    Note

    • Pause Auto Renew is only available for memberships set up to auto-renew

    • History shows the same history screen as clicking the link in the Current Balance column.

    See Managing Customer Memberships for more information.

Invoices

Click the tab to see all of the customer's invoices.

Date

Invoice #

Invoice Title

Amount

Due Date

Created By

Status

Action menu with more options
invoices_tab_2x.png

You can search by entering all or part of the invoice number or the invoice title. You can also filter by status.

invoices_status_2x.png

The Action menu (3 vertical dots) provides these options:

All Invoices

Paid Invoices
invoices_action_menu_2x.png
paid_inv_action_menu_2x.png

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