Next-generation platform

Finding customers

You can search for customers and view the contact details and order history of the customer.

About this task

You can use details such as name, contact number, or email address to identify a customer and then, view the orders placed by the customer. Once the order is identified, you can view the order details and perform appropriate tasks. This is especially useful if you do not have the order receipt or order number available and want to search for an order.
Note: You can search for the customers globally from any page by clicking the search icon on the status bar. You must select the search type as Customer, enter the relevant search strings, and click search. You can also click Advanced search to search for customers by using additional search criteria.

Procedure

  1. Log in to Sterling Store Engagement.
  2. To search for customers, use either of the following methods:
    • From the application menu, select Customer service to search by using the Find customer portlet.
    • Click the search icon on the status bar and select the search type as Customer to search for customers globally from any page.
  3. Use any of the following methods to specify the search criteria:
    • Enter the complete phone number or email address of the customer.
    • Click Advanced search and enter the first or last name of the customer.
    • To view all the orders, leave all the fields under Advanced search blank.
    Note: The search is case sensitive and supports only an exact match of phone number and email address.
  4. Click Search.
    If your search results in a single customer record, the Customer profile page opens.
    Otherwise, the Customer search results page opens displaying a list of matching customer records from which you can select the appropriate customer record.
    • You can modify your search criteria by clicking Modify search from the Customer search results page.
    • Click View to open the Customer profile page that displays customer information and order history.
  5. In the Customer profile page, click More info to view details such as the shipping and billing address.
  6. Click Edit profile to update basic customer information such as the first and last name, phone number, and email address.
  7. You can filter the orders in the Customer profile page based on order date, status, and order channel and narrow down the scope of your search by selecting Search within the store. You can also sort the orders from newest to oldest or oldest to newest.
  8. Click Notes to view existing notes or to add new notes.
  9. Click Close to return to the Find customer page.