Overview
In order to facilitate our clients in assisting their guests, Paytronix provides a wide range of Customer Service Representative (CSR) functions within the Client Portal. These functions allows you to reference, adjust, or edit guest information. Of the wide breadth of available CSR functions on the Client Portal, this article will focus specifically on functions that edit guest information.
Before You Start
Before you get started, here are a few important terms to know:
Tier - Tiers segment users within a program & are a way to create defined categories of guests
Account Status – The current status of the account in the system. Statuses are preset and can be either Active, Suspended, or Terminated.
In addition, ensure you have the proper permissions to perform an Account Lookup & edit guest information. If you need permission, contact your User Admin to get the proper permissions added to your account. Please contact Paytronix Support if you have any questions about CSR Functions.
Account Lookup
Once logged in to the Client Portal, the first step to begin utilizing these CSR functions is to look up a specific guest account. This is done by clicking on the Account Lookup tool which is located under the Customer Service tab found on the left navigation.
Once you have navigated to the Account Lookup tool, you will need to look up the specific account you would like to take action on. This can be achieved by searching for card number or if it is a loyalty account by email, first name, or any other relevant guest account information you have access to. The possible fields that can be used to look up a guest account can be found in the screenshot below.
Upon look up, you'll get a list of returned results to choose from. Click Select to view an account.
Once an account has been selected, you will be taken to a preview of the account chosen.
Editing Account Information
Once you've searched and selected the account you would like to edit using the Account Lookup tool, a new tab will appear on the left navigation titled Account Services. Guest information can be edited by navigating to this tab and clicking on the Edit Account tool. Once in this tool, you can edit the account status, tier, auto recharge status and the guest's contact information like address, phone number or email.
The two most common uses for editing Account Information are changing the Account Status or Tier of the account. When you choose either of these options, you will be navigated to a new page where you can make edits to the Account Status or Tier.
To adjust an account's tier, select a new tier from the drop down menu. All available tiers within the program will appear in this drop down. Once the tier has been selected, confirm your changes by choosing the 'Adjust Tier' button.
To edit an account's status, select an account status from the drop down menu. The drop down will include the following options:
Active - This is the most common status to encounter. This indicates the account is currently active. Active accounts can be changed to the suspended or terminated status
Suspended - This status functions to temporarily suspend the account in question. This status is often used in instances of suspected fraud. Suspending a guest account will automatically freeze all future guest activity. In this state, the guest account will not be able to receive emails or texts, accrue points, redeem rewards, or log into their account. A suspended account can be reverted back to active.
Terminated - This status permanently terminates the account in question. A terminated account cannot be reverted back to an active or suspended status.
Editing Customer Information
Within the Account Services tab of the Client Portal, you can scroll down the page to edit customer information such as their address, phone number or email address. While guests usually have the ability to make these changes themselves, a common user case for this tool might be when a guest has accidentally provided incorrect information or when their information has changed and they wish for it to be updated. Required fields will be identified by an asterisk. You will not be able to update any account information unless the required fields have been completed.
Reset Password
Another commonly used CSR function is the Reset Password tool. This tool can be found under the Account Services tab. Once this option is chosen, you can send a reset password email to the guest's provided email address by choosing the Submit option. The email will include any instructions for the guest on how to reset their password. Please note the email sent will be the same password reset email as if the guest had chosen to reset their password themselves. There is not a way to set a password outside of the reset password email.
Media Exchange
The Media Exchange option can be found in the Account Services tab. The Media Exchange tool allows the card number associated with a guest account to be changed. This is performed by entering in a different, inactive card number and attributing the change to a designated store, usually the Corporate location. A Media Exchange is typically performed when a guest's card has been lost or destroyed.
Delete User
Located in the Account Services tab, the Delete User tool can be utilized to remove all demographic information associated with an account. Additionally, this tool will unregister the designated card, allowing it to be re-registered with new information.
Clear Juvenile Status
Accounts that are created with a date of birth (DOB) that would result in an age of younger than 13 years automatically get labeled as a Juvenile User in the system. What this means is that no demographic information will get stored with the account, nor can fields like Name, Phone, or Email be used to look up an account. Only the account number is able to be used. This pertains to the POS and CSR lookups.
You are able to clear juvenile status, at your own risk, on the Account Lookup Screen. Please note that doing this will not bring back any information that was entered when the account was first created, since our system does not store this for Juvenile accounts. However once a Juvenile status is removed from an account, the guest can re-enter their relevant information, and it should then be saved in the system.
Change Email Status
To preserve email sender integrity, our system will flag an email as failed if a single email returns back as bounced. Once an email has a “failed” status, the account will not be sent any future emails. To change the status of the email, select “change status” and the email will go back to a not failed state. Please note if another email bounces back, the system will flag the email address as failed once again.
For further assistance, please contact your solutions consultant or customer success manager, or email [email protected].