Managing Customers - Web Version

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.

Create a Profile for a New Customer

1. Click the Customers tab and then click Create New.
   
2. Click Save after entering the details.
   
   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.
   

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, edit the following (possible actions vary by tab) for the following:
  

  Appointments	Classes	Check-Ins	Products
  IOUs	Notes	SOAP Notes	Forms
  Files	Gift Certificates	Packages	Memberships
  Invoices

  

Add a Photo to a Profile

1. Hover over the profile image and click the camera icon to add, change or delete a photo.
   If there's no photo, you'll see a circle with the customer's initials.
   
   See How to Upload a Customer Photo.

Edit a Profile

1. Click Edit Profile on the customer's profile.
    
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.)
   
2. Enter the card details, including the billing address, and click Save when you're done.
   
   
   Note: 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.
   

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.
   
   
   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.
   

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.
   
2. Enter the new balance and click Save.
   

Appointments History

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

You can see the following:

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.
   
3. Click All Services to select an individual service from the list.
   
4. Click All Service Providers to select one specific employee or service provider.
   
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.
   
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.
   
   
   
   1. To refund an appointment, click the Action menu and then click Refund.
      See Refund a Cash Transaction - Web Version for more on refunds.
   2. The Timeline option shows you historical details about appointments no more than 15-days in the past.
      
   3. Use Upload Files to add one or more files to the appointment.
      

Classes

To see all the classes a customer has booked, click on the Classes tab. You can see the following information for each class:

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.
   
3. Click All Classes to select an individual service from the list.
   
4. Click All Teachers to select one specific employee.
   
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.
   
   
   1. To refund a class, click the Action menu and then click Refund.
      See Refund a Cash 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.
      

Check-Ins

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

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.
   
4. Click Search.
   

Products

To see all the products a customer 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:

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.
   
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.

To filter the list:

1. Click Created by All Service Providers to select an individual employee.
   Defaults to All.
   
2. Click All IOU Statuses and select an option.
   
3. Click Search.

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

Notes

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

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

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

• How to Add a Customer Note - Web Version
• How to Add a Customer Note - Vagaro Pro app
• Edit or Delete a Customer Note - Web Version

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 from available forms and fill them out or send them to the customer.
   
2. Click the drop-down menu for previously filled forms to view and edit them.
   
   
   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
        
3. You can also print, download or delete a completed form using the provided icons.
   

Files

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

• Use the Upload drop-down menu to add appointment or customer files.
  
• Click Appointment Files to see files associated with customer appointments, sort the files, and search for specific file information.
  
• Click Customer Files to see customer files, sort files, and search for specific file information.
  
• Click Forms Files to see files uploaded as part of a form, sort files, and search for specific file information.
  
• 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.)
  

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:

Filter the Gift Certificate list:

1. Search for all or part of either 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.
   
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:
   
   
   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.
      This is the same result you'll get 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:

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

Packages

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

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.)
   
2. Click the linked number in the Starting Balance column to see the package history.
   
3. Click the Action menu (3 vertical dots) for additional actions:
   

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.

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.
      
   2. Products tab: product discounts included, discount amount, quantity limit, and remaining quantity.
      
2. Click the linked number in the Starting Balance column to see the membership history.
   
3. Click the Action menu (3 vertical dots) for additional actions:
    
   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 Starting Balance column.

   See Managing Customer Memberships for more information.

Invoices

Click the tab to see all invoices for a customer.

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

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