Customer Management

The Customer Management tool is designed for managers, customer support agents, or owners of eCommerce brands that sell direct-to-consumer (DTC) on the Shopify platform.

Accessing the Customer Management Feature

Login to Raleon
- Log in to your Raleon account as you normally would.
- In the left-hand navigation menu, click on Customers.

Viewing Customers

Upon clicking Customers, you will see a paginated list of all your customers who have a Raleon account. This list includes all customers processed through Raleon.

Searching for Customers

Use the search bar at the top of the page to find specific customers.
You can search by customer name or email.
Hit Enter after typing your search query.
The results will display a list of customers that match your search criteria.

Customer Overview Page

To view detailed information about a specific customer, click on their name from the list. This will open the Customer Overview Page, which contains several tabs:

1. Details Tab

Name: The customer’s name.
Email: The customer’s email address.
Loyalty Segment: The loyalty segment assigned to the customer by Raleon’s analytics.
Loyalty Points: The total number of loyalty points the customer has.
Order Count: The number of orders the customer has made.
Join Date: When the customer joined your Raleon loyalty program.
Total Spend: The total amount of money the customer has spent in your store.

2. Points Log Tab

Displays a running list of points activity on the customer’s account.
You can see when points were awarded or redeemed.
This information is also available to customers directly under the History tab in the Raleon Loyalty Sidebar on your site.

3. Rewards Log Tab

Shows all rewards that the customer has claimed and redeemed.
Useful for understanding what happened with a coupon, whether it was used or expired, etc.

4. Manage Tab

Allows you to modify a customer’s points.
Click on the Modify button to open a modal where you can add or remove points.
Enter the amount of points and a reason for the change. This reason acts as a memo for future reference.

Managing Points

To manually adjust points:

Navigate to the Manage Tab.
Click Modify.
In the modal, enter the number of points to add or remove.
Provide a reason for the adjustment (e.g., correcting an error, rewarding for a good experience, penalizing for misuse).

Use Cases for Manual Point Adjustments

Customer Support: Adjust points if a customer reports an issue, such as not receiving a bonus.
Fraud Mitigation: Remove points if a customer is trying to game the system.
Customer Satisfaction: Manually provide bonus points for a customer for any reason required as a Customer Support agent (e.g., offer a points bonus to unhappy customer after a shipping delay or other issue).

Returning to the Customer List

To go back to the full list of customers, click on the Customers button in the left-hand navigation menu or on the breadcrumbs at the top of the Customer Overview page.

By following this guide, you can effectively manage your customers’ data and enhance their experience with your loyalty program. If you have any questions or need further assistance, please refer to the help section within the Raleon app or contact customer support.