The Customers & Transactions section is an integrated area that allows you to look up customers (patrons) and their transactions. The left panel is used for customer searches, while the right panel is for transaction searches. Simply enter the relevant details in the required field and press Customer Search or Transaction Search at the bottom of the page, depending on your search criteria. For example, if searching by confirmation number, use Transaction Search.
Adding a Customer/Patron
You can add a customer or patron from this page by selecting + Add Customer. Depending on your settings (Settings > Organisation Settings > Step 2: General Settings > Customer), you may be required to search for an existing customer first before adding a new one. This feature helps prevent duplicate customer profiles.
Note: Enter all mandatory fields and select Save. The case format entered when inputting customer details will remain as entered in this section but will be standardized (first letter capitalized) in search results. However, it will appear exactly as entered in all reports.
Searching for a Customer
There are two ways to search for a customer:
1. Global Customer Search
We have a smart-search system in place for conducting global customer searches. Simply enter at least three (3) letters of the First Name or Surname, and results will automatically appear. For example, to find Dennis, you can type “den”, and matching results will display. You can search by:
- First Name
- Surname
- Phone Number
- Address
Results are sorted by Surname, then First Name. You can either select a customer from the smart-search list to go directly to their profile or press Search to view the complete customer search results.
Tip: If you do not find the desired result, click Include Inactive Customers.
2. Direct Search by Specific Fields
You can search by:
- Customer First Name
- Customer Last Name
- Email Address
- Customer ID
Customer Search Results & Profile Management
From the customer search results page, you can:
- Add a new customer
- Conduct another search by expanding the Search Filter bar
- Edit a customer record
- Merge customer records if duplicates exist
From the customer profile, you can:
- Sell tickets directly to a customer by selecting Sell Now, which takes you to the standard sales page with the customer’s details pre-filled.
- Edit their personal and contact details.
- View their Customer ID and statistics.
- Review transaction history and marketing preferences.
- Mark a customer as Active or Inactive (to find inactive customers, tick Include Inactive Customers when searching).
Note: Customer profiles cannot be deleted, as records must be maintained. However, using the merge function, you can consolidate old profiles into one primary profile (e.g., “Old Customer Data”). Additionally, you have the option to archive customers who haven’t logged in or made a purchase within a specified number of days. Once the specified time has elapsed, the customer’s account will be deactivated. To access this feature, go to Settings > Organization Settings > General Settings > Customer, where you can find options to archive customer accounts based on login or purchase activity.
Customer Profile Information Includes:
- Marketing Opt-ins – Displays the customer’s marketing opt-in preferences.
- Transaction History – Shows a record of all transactions/purchases made by the customer, including event/product details, transaction date and time, sales channel used, and transaction type.
- Vouchers – Displays all vouchers associated with the customer, including their validity, value, amount used, and remaining balance. You also have the option to exclude expired vouchers from the display. Note:
- Donations – Lists all donations made by the customer, along with the total donated amount, year-to-date contributions, and donor level.
- Recurring Donations – Displays all active recurring donations for the customer. Selecting a subscription entry (except the transaction number, which redirects to the transaction area) allows you to view past payments, pause, resume, cancel the subscription, or update payment details.
- Pay What You Feel (PWYF) Contributions – Shows all PWYF contributions made by the customer.
- Deals & Discounts – Displays any deals or discounts accumulated by the customer, along with their redemption history.
- Notes & Documents – Displays any notes or uploaded documents related to the customer.
- Tasks, Tags, and Interests – Shows assigned tasks, applied tags, and any recorded customer interests.
- Memberships & Related Persons – Lists the customer’s memberships as well as any linked or related individuals.
Merging Customer/Patron Records
To merge customer records:
- Search for a customer using their first or last name.
- In the Customer Search Results table, select the two records you want to merge by checking the box in the Select column, then click Select Merge Customer.
- Choose the primary record, which will retain key details such as transactions, marketing opt-ins, and household information.
- Select one or more secondary records to merge into the primary record.
- Click Merge Now at the bottom of the page.
- To exit merge mode, simply refresh the page.
Completing a Transaction Search
From the transaction search page, you can:
- Select a transaction and edit details
- Add a customer to a transaction
- Conduct another customer search by expanding the Search Filter bar
To search for a particular transaction or order:
- Enter the confirmation number in the designated field.
- Click the Transaction Search button at the bottom right of the screen.
You can also search for transactions related to a specific event:
- Enter the Event Name.
- Click Transaction Search to display all related transactions.
- From the results, select the desired transaction.
Additionally, you can search using:
- Ticket ID
- Voucher Serial Number
Customer Statistics
Customer Statistics dashboard – summarizes important details about a customer’s account, purchases, ranking, memberships, donations, and related activities. Here’s a breakdown of the information it captures.
1. Account
This shows when the account was first created online and when it was last updated.
2. Ranking
Overall Ranking:This indicates the customer’s rank compared to other customers, likely based on spending or engagement.
3. History
This section summarizes the customer’s purchasing history and spending behaviour. Including Total Spend, Last Purchase, Average days to purchase, Total Spend YTD.
4. Donation
This shows whether the customer has made any charitable or optional donations and includes a customer’s total amount donated, last donation amount, and donor level.
5. Membership
Membership Type: displays membership levels like Silver, Gold, Platinum, etc.
6. Tags
Account Tags: Displays all tags assigned to the customer.
7. Voucher
Credits Available: Indicates if the customer has any available vouchers, store credits, or gift balances.
8. Tasks
Outstanding Tasks: Shows whether there are pending task related to the customer’s account (possibly for follow-up, support, or sales).
Important Note on Customer Statistics Updates
Customer Statistics are updated through an automated batch job that runs every 15 minutes. However, updates may not always appear immediately because the Customer Statistics job depends on the results of other background batch jobs, which run on different schedules.
For example:
- Voucher Expiry – Voucher expiry is checked every 4 hours. If a voucher is due to expire at 4:15 PM but the expiry job last ran at 4:00 PM, the voucher will not be marked as expired until the next expiry job runs at 8:00 PM. As a result, the Customer Statistics job (which runs every 15 minutes) will not reflect the expired voucher until after 8:15 PM.
- Tags – Tags are updated by different jobs that run every 5 minutes, 1 hour, and 24 hours. Depending on the type of tag and which batch job processes it, the Customer Statistics update may not reflect the tag change until the relevant tag job has completed.
This means there can be a slight delay before changes such as voucher expiries, tag updates, or similar items are visible in the Customer Statistics panel.
Transaction Overview
Order note
If you’ve entered an order note against a transaction that needs editing, simply click ‘Edit Order Notes’. Press ‘Save’ to save your order notes.
Delivery Method edit function
This function allows you to edit a delivery method so that it reflects correctly in your reports/analysis. For e-tickets, local printer and print functions, you can then click the ‘Reprint’ button to reprint your items. By selecting, for example, a mail or collect type of function, you will be moved into batch printing so you can then print these tickets i.e. 1 hour prior to a show or for mail, when you want to print all of your mail tickets. It’s important to note for mobile phone orders, you must click the ‘Exchange’ button, then select ‘mobile phone’ as the delivery method and finalise the order to resend the tickets.
Marketing Code
Click ‘Edit’ to update your marketing code which is “how did you hear about the event/activity/product?”. This is usually applicable in circumstances where you selected the wrong marketing code and have since processed the order i.e. the customer changes their mind as to the communication method.
Ticket Holder Details
This function allows you to update each ticket holder’s details, such as their name, phone number etc. after a purchase is made. For example, if for a festival you were collecting date of birth details and an incorrect entry was made during an order, it can easily be updated at any time after the transaction was made.
Questionnaire Responses
Click this button to update any of your questionnaire responses against your order. For example, a customer may want to update their dietary or other medical details which are important to keep up date and relevant to that customer’s needs.
Transfer: Allows you to transfer tickets/items to someone else’s name. By selecting tickets/items, and clicking the ‘Transfer’ button, a pop-up page will be displayed where you can decide if an exchange fee will apply (depending on security level access to the system/privilege) as well as other fees. Once you land onto the finalise order screen, the previous customer’s details are not displayed. Enter the new customer’s details and complete the order. You can always add additional items while transferring. Select ‘Keep same barcode in transaction exchange’ if you do not want to disable the barcode of any current ticket/items i.e. the customer could simply pass on the tickets to their friend/family member.
Disable Scanning: Allows you to block the ticket/item from being scanned into a venue/location. A customer could be barred from entry for a number of reasons. Once you click this button, you will need to enter a reason why you are disabling the ticket/item. Once you click ‘Save’ against the barcode, you can always click the pencil edit icon to reactivate the barcode. A rollover info link displays the reason why the barcode was disabled in the first place for your reference.
Reprint: Allows you to reprint ticket/items. Once you click this option, a pop-up appears, and you can simply select your preferred delivery option. Simply follow the on-screen prompts.
Exchange: Allows you to change and charge a fee (if applicable) to the changing of dates/times, replacing of items/tickets, adding of more items/tickets and the changing of seats. By selecting tickets/items, and clicking the ‘Exchange’ button, a pop-up page will be displayed where you can decide if an exchange fee will apply (depending on security level access to the system/privilege) as well as other fees. Once you land onto the finalise order screen, simply follow the options on the page. You can access the help guide by clicking the link https://wordpress.com/page/helpticketsearch.com/784 to read the guide on further details about what you can do during an exchange.
Refund: Allows you to refund items/tickets. Simply select the items/tickets or ‘Select All’, and click the ‘Refund’ button. From here, you will land on the finalise order screen. Confirm the details, select a payment type (usually the same way the order was paid for originally) and press ‘Confirm’. If the payment was paid by credit card, depending on your gateway/bank provider, you may be able to refund straight back to the same credit card that the transaction was paid for. If this fails, reasons could be that the card is no longer valid, replaced, expired etc. Simply select another payment method to refund the order.
Special Links
For information about archiving Customer Records, please see our detailed helpfile here: https://helpticketsearch.com/archiving-events-and-customers/