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Managing Customers - Vagaro Pro app

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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 - Web Version

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

Moving through Customer Profile Tabs on the Vagaro Pro app

Data

Appointments History

Classes

Check-Ins

Notes

Files

SOAP Notes

Forms

Products

Gift Certificates

Packages

Memberships

Invoices

Create a Profile for a New Customer

  1. Tap the Customers tab and then tap the + icon to create a new customer.

    VPro_customers_selection_2x.png
    vpro_add_new_cust_2x.png

  2. Tap Save after entering the details.

    vpro_new_cust_screen_2x.png

    See Add a Customer for more detail.

Manage Existing Customers

  1. Click the Customers tab.

    VPro_customers_selection_2x.png

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

    vpro_sel_cust_name_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 the following (possible actions vary by tab) for the following:

    Data

    Appointments

    Classes

    Check-Ins

    Notes

    Files

    SOAP

    Forms

    Products

    Gift Certificates

    Packages

    Memberships

    Invoices

Add a Photo to a Profile

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

    vpro_edit_profile_2x.png

  2. Tap Edit under the profile picture to add, change or delete a photo.

    If there's no photo, you'll see a circle with the customer's initials.

    vpro_edit_photo_2x.png
    vpro_add_photo_2x.png

    See How to Upload a Customer Photo.

Edit a Profile

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

    vpro_edit_profile_2x.png

  2. Edit the customer information and then tap Save.

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.)

    vpro_no_card_filed_2x.png
    vpro_card_on_file_2x.png

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

    vpro_add_new_card_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.

    vpro_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. Tap Email Login Info.

    vpro_email_login_2x.png
    vpro_temp_pwd_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. When you tap Email Login Info, you'll see a confirmation displayed.

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. View and Edit a customer's points balance from two different screens in Vagaro Pro.

  1. To View the points balance, tap the Data tab (next to Profile).

    vpro_view_points_balance_2x.png

  2. To update a customer's Points Balance, tap Edit on the Profile tab.

    vpro_edit_profile_2x.png

  3. Scroll down to find the Points Balance entry, tap it, enter the new balance, tap the checkmark, and tap Save.

    vpro_edit_points_balance_2x.png

Moving through Customer Profile Tabs on the Vagaro Pro app

The customer profile uses tabs to separate areas of detail for each customer. With the Vagaro Pro app, you have two ways to move to a new tab:

  1. Scroll left or right through the list of tabs at the top, under the Customer's name, then tap the tap you want to jump to it.

  2. Swipe left or right in any detail tab to move to the one before or after the one you're on.

Appointments History

To see a customer's appointment history, tap the Appointments tab. Appointments display as cards in date order.

vpro_appt_cards_2x.png

Click an appointment to see available details:

Status

Service Provider

Service

Appointment Date

Price

Amount Paid (depends on status)

Points Used

Points Gained

View on the Calendar button
vpro_appt_detail_2x.png

To filter the appointments list:

  1. Tap the Filters icon.

    filters_icon_2x.png

  2. Tap Select Status and select a status option.

    vpro_appt_sel_status_2x.png

  3. Tap Select Service to select an individual service from the list.

    vpro_appt_sel_service_2x.png

  4. Tap Select Service Provider to select a specific employee.

    vpro_appt_sel_emp_2x.png

  5. Select a date range using the Start and End Date selections.

  6. Click Apply.

    vpro_appt_filters_2x.png

Depending on the appointment's status, you may see an Action menu (3 vertical dots) on the detail screen. Tap it to access options to change the status of the appointment or upload files associated with the appointment.

Classes

To see all the classes a customer has booked, click the Classes tab. Classes display as cards in date order.

You can see the following detail for each class:

Status

Service Provider

Class name

Date

Price

Amount paid (depends on status)

Points Used

Points Gained

View on the Calendar button
vpro_class_cards_2x.png

To filter the classes list:

  1. Tap the Filter icon.

    filters_icon_2x.png

  2. Tap Select Status and select from the list of status options.

    vpro_class_status_filter_2x.png

  3. Tap Select Class to select an individual class from the list.

    vpro_class_filter_2x.png

  4. Tap Select Service Provider to select a specific employee.

    vpro_appt_sel_emp_2x.png

  5. Select a date range using the Start and End Date selections.

  6. Click Apply.

Depending on the status of the class, you may see an Action menu (3 vertical dots) on the detail screen. Tap it to access options to change the status of the class.

Check-Ins

You can see the overall number of customer Check-Ins on the Data tab.

vpro_data_check_in_2x.png

To see more detail on check-ins, use the Web version.

Notes

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

Date created

The employee who added the note

Note Type

Note text
vpro_notes_tab_2x.png

  1. Filter the list by selecting a note type from the top of the Notes tab.

  2. Add a new note by tapping the plus sign.

    Select a note type, enter up to 1000 characters of text, and tap Save when you're done.

    vpro_create_note_2x.png
    vpro_note_type_sel_2x.png

  3. Edit an existing note by tapping it on the list.

    You can change the note type, edit the text, or delete the note from the edit screen.

    vpro_edit_note_2x.png
    vpro_note_type_sel_2x.png

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

Files

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

vpro_files_page_2x.png

Tap Upload to add appointment or customer files.

vpro_files_upload_options_2x.png

Appointment Files

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

vpro_appt_files_2x.png

  1. Tap the Plus sign to upload files to an appointment.

    You'll have a choice of upcoming and past appointments and can use your device's camera or choose files and photos stored on the device.

  2. Tap the Sort icon (up and down arrows) to choose sorting options.

    sort_arrows_icon.png

    vpro_appt_files_sort_2x.png

  3. The view defaults to Grid. Tap the List or Grid icons to toggle between the views.

    vpro_list_icon.png
    vpro_grid_icon.png

Customer Files

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

vpro_cust_files_2x.png

  1. Tap the Plus sign to upload files from your photo library or stored files, or use the device's camera.

  2. Tap the Sort icon (up and down arrows) to choose sorting options.

    sort_arrows_icon.png

    vpro_cust_files_sort_2x.png

  3. The view defaults to Grid. Tap the List or Grid icons to toggle between the views.

    vpro_list_icon.png
    vpro_grid_icon.png

Forms Files

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

vpro_forms_files_2x.png

  1. Tap the Sort icon (up and down arrows) to choose sorting options.

    sort_arrows_icon.png

    vpro_forms_files_sort_2x.png

  2. The view defaults to Grid. Tap the List or Grid icons to toggle between the views.

    vpro_list_icon.png
    vpro_grid_icon.png

All Files

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

vpro_action_menu_all_2x.png

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.

vpro_forms_tab_2x.png

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

    vpro_forms_sel_form_2x.png

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

    vpro_forms_sel_done_form_2x.png

    1. Tap Edit to change the form, and add or download images.

      vpro_forms_w_edit_2x.png

    2. Tap Details (on the Action menu - 3 vertical dots) to see info about the form:

      • The date and time submitted

      • The device used to submit the form

      • The IP Address and location

        vpro_forms_details_2x.png

    3. You can also print, download or delete a completed form using the Action menu choices.

      Tap Select a printer and then use Save as PDF to download the completed form.

      vpro_forms_action_menu_2x.png
      vpro_forms_print_1_2x.png
      vpro_forms_print_2_2x.png

Products

To see all the products a customer has purchased, click the Products tab once you've accessed the profile. Products sold to customers are displayed as buttons to tap for more detail.

vpro_prod_list_2x.png

Once you get to the detail page, you can see the following information for each product sold. (Product Name is at the top of each detail page.)

Service Provider

Purchase Date

Product Code

Brand

Product Type

Quantity

Tax

Discount

Product Tip

Amount Paid

Points Gained

Points Redeemed
vpro_prod_detail_2x.png

Use the Web version to do more with product sales from the customer profile, including filtering what you see and refunding some purchases.

Gift Certificates

Tap this tab to see the gift certificates a customer has purchased. You can filter the list with options at the top of the screen to see only Outstanding, Redeemed, Voided, Expired, or All gift certificates.

vpro_gc_page_2x.png

Note

You can change existing gift certificates only from the Web version. See Managing Customers - Web Version.

Tap a gift certificate to view the GC# and balance, print or save a copy to PDF, and get more information.

vpro_gc_detail1_2x.png

Tap More Info to get more detail. On this page, you can see the following information for each gift certificate: Initial Amount, name of the service provider that created the GC, the current balance, and gift certificate history (balance increase, decrease, redemptions.)

vpro_gc_detail2_2x.png

Packages

Tap the Packages tab to view a customer's packages:

vpro_packages_page_2x.png

You can filter the packages list on Outstanding, Redeemed, Voided, Expired, or the default of All.

Tap a package to see the actions you can take.

vpro_package_options_2x.png

  1. The Edit Package button opens a pop-up screen telling you that you can only edit a package on the Web version.

  2. Tap Edit Balance, and then tap the detail to add or subtract visits or change to Unlimited visits.

    Tap Save when you're done.

    vpro_pkg_edit_bal1_2x.png
    vpro_pkg_edit_bal2_2x.png

    The Edit Balance screen also shows you a list of all the services that are included in the package.

  3. Tap Pause Auto Renew to temporarily suspend package renewal until you manually resume it.

    The Package shows in the list as paused.

    vpro_pkg_paused_2x.png

    To resume a package, tap the package and select Resume Auto Renew, then tap Resume Package in the confirmation that pops up.

    vpro_pkg_options_paused_2x.png
    vpro_resume_pkg_conf_2x.png

  4. Tap Cancel to cancel the package.

    Important

    This action does not provide a "confirm" option. Once you tap Cancel, the package is canceled and cannot be restored.

  5. Tap History to view all actions taken on this package.

    vpro_package_history_2x.png

    If you tap Starting Balance on the History page, you can edit the package balance as shown in step 2.

See Managing Customer Packages for more information.

Memberships

Tap 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.

vpro_memb_page_2x.png

Tap a membership to see the actions you can take.

vpro_memb_edit_opt_2x.png

  1. The Edit Membership button opens a pop-up screen telling you that you can only edit a membership on the Web version.

  2. The Edit Balance button show you tabs for Services/Classes and Products included in this membership. Select a tab, then tap a detail area to edit the Visits (services and classes) or Quantity (product) and toggle either to Unlimited.

    Services/Classes

    Products
    vpro_memb_svcs_tab_2x.png
    vpro_memb_prod_tab_2x.png
    vpro_memb_edit_svcs_bal_2x.png
    vpro_memb_edit_prod_bal_2x.png

    Tap Save when you're done.

  3. Tap Pause Auto Renew to temporarily suspend the auto-renewal of the membership.

    1. Use Pause to suspend the membership renewals for an unlimited period (you will have to resume auto-renew manually.)

      vpro_memb_pause1_2x.png

    2. Tap Pause Temporarily to select a number of billing cycles, change the membership price during the pause, and allow membership benefits to continue until the end of the current billing cycle.

      vpro_memb_pause2_2x.png

    3. Tap Pause Membership on either screen to save the change.

      The membership now shows as Paused on the Memberships tab.

      vpro_memb_paused_2x.png

      To edit the pause or resume auto-renew, tap one of the options:

      vpro_memb_paused_edit_2x.png

      If you resume auto-renew, a confirmation box pops up.

      vpro_memb_resume_conf_2x.png

  4. Tap Cancel to cancel the membership.

    Important

    This action does not provide a "confirm" option. Once you tap Cancel, the membership is canceled and cannot be restored.

  5. Tap History to view all actions taken on this package.

    vpro_memb_history_2x.png

    If you tap Starting Balance on the History page, you can edit the member balances as shown in step 2.

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, date, or amount.

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

All Invoices

Paid Invoices
vpro_inv_action1_2x.png
vpro_inv_action2_2x.png

Tap the invoice or the View option on an Action menu to see the invoice details:

vpro_view_inv_2x.png

Swipe up or down to view all of the detailed information.

See Manage Invoices - Vagaro Pro app.

IOUs

IOUs can only be managed on the Web version. See Managing Customers - Web Version or Manage IOUs from the Customer Profile for details.

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