Customers and loyalty

The pages mentioned are under Customer accounts. The member area, loyalty and abandoned carts require the Business or Confort plan.

Your situation	Case
Customers track their orders alone	Let customers create an account
Every buyer must have an account	Require an account to order
Customers can't find their area	Add a "My account" link to the menu
An area for certain customers	Restrict a page to your customers
A customer calls about purchases	See a customer's orders
Your customers in a spreadsheet	Export your customers
Carts filled but not paid	Remind abandoned carts
Bring customers back	Launch a loyalty program
A gesture for a good customer	Reward a loyal customer
A sale at a fair	Add a customer by hand
Forgotten passwords	Offer Google sign-in
A request to erase personal data	Delete a customer's data

Let customers create an account

Example: your customers find orders, invoices and addresses without writing to you.

1. Open Customer accounts > Settings and click Get started.
2. Check that Member area is on and keep Allow guest checkout in Checkout accounts, then save.

Result: visitors create an account (email and password) or pay without one. Each new account appears in Members.

Learn more: Settings.

Require an account to order

Example: you sell subscriptions or to businesses and tie every order to an account.

1. In Customer accounts > Settings, check that the Member area is on.
2. In Checkout accounts, choose Require an account, then save.

Result: the visitor signs in or creates an account before paying, and earns points if loyalty is running. Hurried buyers may give up: keep guest checkout for impulse purchases.

Learn more: Choose between guest checkout and a required account.

Add a "My account" link to the menu

Example: a "My account" button in the header.

1. In the editor, on your header's page, add a button "My account".
2. Choose the Customer account action, save, then publish.

Result: the button opens the customer area: orders, returns, subscriptions, addresses, payment methods and points.

Learn more: Customer accounts.

Restrict a page to your customers

Example: a resources page for your resellers.

Vivlab can't restrict a page to signed-in members only. The solution: a password on the page.

1. In the editor, open the page's settings.
2. Turn on Protect with a password, enter it and save.
3. Share the password with your resellers.

Result: the page asks for the password, the same for everyone. Change it to remove someone's access.

Learn more: Page settings.

See a customer's orders

Example: Claire Martin calls about her last order.

1. In Customer accounts > Members, search "Claire" or her email.
2. Open her profile: the Orders card lists her orders, status and amount.
3. Click an order for its details and tracking.

Result: history, subscriptions, current cart and points on one profile. If she ordered without an account, search her email in Orders.

Learn more: See a customer's orders.

Export your customers

Example: your buyers' emails in a spreadsheet.

The member list can't be exported, but the order export gives the email and shipping address of every buyer, member or guest.

1. In Orders, tick an order, open More actions and choose Export to CSV file.
2. Choose All items and the format, then Export.
3. In your spreadsheet, keep the email column and remove duplicates.

Result: one row per order (a customer who ordered three times appears three times). Before marketing, check your customers consented.

Learn more: Orders.

Remind abandoned carts

Example: a reminder 4 hours after a cart is left.

1. In Customer accounts > Settings, Abandoned cart recovery, turn on Send a recovery email.
2. Keep 4 in Sending delay (in hours), then save.
3. To change the text, edit the reminder in Email sending; you can add a time-limited code.

Result: after the delay, the member receives their items and a checkout link, and Abandoned carts shows Sent under Recovery. Only members who accepted cart reminders are contacted, once per cart; guests never are.

Learn more: Abandoned carts.

Launch a loyalty program

Example: 1 point per euro of products, 100 welcome points, 100 points = €5.

1. Check that the Member area is on, then in Loyalty program, click Get started.
2. Enter the Program name ("Loyalty club") and the Points name ("point").
3. In Points, keep €1 as Bracket amount, 1 in Points per bracket, with Amount paid excluding shipping. Welcome bonus: 100.
4. In Rewards, Add a tier: 100 points, Fixed amount discount of €5. Confirm, then save.

Result: 100 points at sign-up. After €80 of purchases (180 points), the customer exchanges 100 points for €5 at checkout and keeps 80 points.

Learn more: Loyalty program.

Reward a loyal customer

Example: Paul has ordered every month for a year, you give him 500 points.

1. On Paul's profile (Members), click Adjust points.
2. Choose Credit, enter 500 and an internal note.
3. Check the New balance and confirm.

Result: Paul sees his points in his account and uses them on his next order. Without a loyalty program, give a reserved code instead.

Learn more: Credit or remove loyalty points.

Add a customer by hand

Example: Inès bought a ceramic piece from you at a fair.

1. In Members, click Add a member.
2. Enter Email, Full name and Phone if you have it.
3. Tick Newsletter opt-in (under Marketing) only if Inès agreed to your emails.
4. Fill in her Address and save.

Result: Inès appears with No sign-in account until she signs up. You can already share a file with her, credit her points or reserve a code for her.

Learn more: Add a customer by hand.

Offer Google sign-in

Example: customers forget their password and give up at checkout.

1. In the Google Cloud console, create an "OAuth client ID" of the "Web application" type, return address https://your-domain/pages/oauth/google.
2. In Customer accounts > Settings, Google sign-in row, click Configure.
3. Paste the Client ID and Client secret, then save.

Result: Continue with Google appears on sign-in and sign-up, with no password to remember.

Learn more: Add "Continue with Google", with the steps at Google.

Delete a customer's data

Example: a customer asks for their account to be erased (GDPR right to erasure). They can't do it themselves from their account area.

1. Open their profile in Members and delete shared files in Downloads.
2. In the actions menu at the top right, choose Delete member.
3. Type "Delete permanently" to confirm.

Result: contact details, addresses, note and points are erased, permanently. Orders and invoices stay in Orders for your accounting: tell the customer.

Learn more: Delete a customer on request.