Members

A member is a customer who created an account on your store. Their profile gathers contact details, orders, subscriptions, addresses and loyalty points: open it to answer a question, make a goodwill gesture or handle a request about their data.

Find this screen

1. Vivlab dashboard
2. /Customer accounts
3. /Members

INFO

The member area is part of the Business and Confort plans. Without them, the page invites you to upgrade from Subscription and billing. While the member area is closed, the line The member area is currently disabled shows at the top of the page, with an Edit button to Settings.

What do you want to do?

• Find a customer
• See a customer's orders
• Add a customer by hand
• Credit or remove loyalty points
• Give a customer a promo code
• Share a file with a customer
• Sign a customer out of all their devices
• Delete a customer on request
• More situations: Customers and loyalty: common cases

Find a customer

In Customer accounts > Members, type a name, an email or a tag in Search for a member, then click the row. The list shows location, marketing consents, Sign-up date, last Activity and Tags. A member is Active if they visited the site in the last 90 days, Inactive otherwise (No activity if they never came back).

See a customer's orders

On the profile, the Orders card lists their orders with status and amount; click one to open it. The same column shows their Abandoned cart, subscriptions, points history, Discount coupons and Downloads. Orders placed without an account aren't there: search the customer's email in Orders.

Add a customer by hand

Most members sign up on their own. Enter a customer yourself after an offline sale, for example.

1. Click Add a member and fill in the Email, the only required field, then if needed the Full name, Phone and contact Language.
2. Under Marketing, tick Newsletter opt-in if they accept your marketing emails and Cart reminders if they accept abandoned cart reminders.
3. Fill in their billing Address, then save.

Shipping addresses (one card each, with Add and Delete), points, files and the Internal note (visible only to your team) are then managed on the profile. Edit, at the top of the profile, changes details, consents and tags.

Credit or remove loyalty points

1. On the profile, in the points card (it carries the name of your points), click Adjust points.
2. Choose Credit or Debit, enter the Points and an internal note if needed, check the New balance, then confirm.

The movement is added to the history as Adjustment and the customer sees their new balance in their account. The history shows the Current balance, points Earned and Used, then each dated movement (order, welcome or birthday bonus, coupon, refund, adjustment); Show all expands the list.

Give a customer a promo code

Create a coupon with the Reserve for one member rule and pick this customer. The code appears in the Discount coupons card of their profile, alongside vouchers earned with points, and counts in Active vouchers.

Share a file with a customer

Add the file in the profile's Downloads card: the customer finds it in their account. Delete it from the same card when no longer needed.

Sign a customer out of all their devices

In the Account security card, click Sign out all sessions and confirm. All their sessions close; useful at their request or if their account seems compromised.

The Sign-in method in the Contact card shows Google, Email, or No sign-in account (member added by hand).

Delete a customer on request

In the actions menu at the top right of the profile, choose Delete member, then type "Delete permanently". The profile is erased with contact details, addresses, note and all points, with no undo. Their orders and invoices stay in Orders: you need to keep them for your accounting.

Good to know

• Passwords: never stored in plain text, hashed with Argon2id, the reference algorithm.
• Consents: on sign-up on your store, Newsletter and Cart reminders are allowed by default. The customer can turn them off in their account, you from Edit.
• No member export: the CSV export of Orders gives the email and shipping address of each order.
• Contact card: also shows the customer ID (filled in at the first payment, it links the member to their record at our payment provider), Email verified and, for a business, company name, SIREN and VAT number. The Payment card then shows their saved cards.
• Header and counters: tags, loyalty program name, Orders, Last activity, points balance, Active vouchers, Member since.