---
title: "Customers and loyalty: common cases"
description: "Customer accounts, a customer's orders, export, abandoned carts, loyalty and data deletion: the exact steps."
url: https://docs.vivlab.com/en/guides/customers
---
# 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](#let-customers-create-an-account) |
| Every buyer must have an account | [Require an account to order](#require-an-account) |
| Customers can't find their area | [Add a "My account" link to the menu](#my-account-link) |
| An area for certain customers | [Restrict a page to your customers](#restricted-page) |
| A customer calls about purchases | [See a customer's orders](#see-a-customers-orders) |
| Your customers in a spreadsheet | [Export your customers](#export-your-customers) |
| Carts filled but not paid | [Remind abandoned carts](#remind-abandoned-carts) |
| Bring customers back | [Launch a loyalty program](#launch-a-loyalty-program) |
| A gesture for a good customer | [Reward a loyal customer](#reward-a-loyal-customer) |
| A sale at a fair | [Add a customer by hand](#add-a-customer-by-hand) |
| Forgotten passwords | [Offer Google sign-in](#google-sign-in) |
| A request to erase personal data | [Delete a customer's data](#delete-a-customers-data) |
## Let customers create an account {#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](https://docs.vivlab.com/en/sections/memberships-settings.md#member-area).
## Require an account to order {#require-an-account}
**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](https://docs.vivlab.com/en/sections/memberships-settings.md#checkout-accounts).
## Add a "My account" link to the menu {#my-account-link}
**Example**: a "My account" button in the header.
1. In the editor, on your header's page, add a [button](https://docs.vivlab.com/en/editor/menu/button.md) "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](https://docs.vivlab.com/en/sections/customer-accounts.md#your-customers-area).
## Restrict a page to your customers {#restricted-page}
**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](https://docs.vivlab.com/en/editor/menu/page.md).
## See a customer's orders {#see-a-customers-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](https://docs.vivlab.com/en/sections/orders.md).
Learn more: [See a customer's orders](https://docs.vivlab.com/en/sections/members.md#see-orders).
## Export your customers {#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](https://docs.vivlab.com/en/sections/orders.md#export-orders-for-your-accountant).
## Remind abandoned carts {#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](https://docs.vivlab.com/en/sections/emails.md); you can add a [time-limited code](https://docs.vivlab.com/en/guides/discounts.md#code-with-end-date).
**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](https://docs.vivlab.com/en/sections/abandoned-carts.md).
## Launch a loyalty program {#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](https://docs.vivlab.com/en/sections/loyalty.md).
## Reward a loyal customer {#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](https://docs.vivlab.com/en/guides/discounts.md#gesture-for-one-customer) instead.
Learn more: [Credit or remove loyalty points](https://docs.vivlab.com/en/sections/members.md#adjust-points).
## Add a customer by hand {#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](https://docs.vivlab.com/en/sections/members.md#add-a-member).
## Offer Google sign-in {#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"](https://docs.vivlab.com/en/sections/memberships-settings.md#google-sign-in), with the steps at Google.
## Delete a customer's data {#delete-a-customers-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](https://docs.vivlab.com/en/sections/members.md#delete-a-member).