Customer: Edit

Following are the edit options available in the Customer Details page to add or modify customer details. You can also edit the customer details from the Search Results page. Some of these options might not be available depending on your role and application configuration. See, Roles and Permissions Related to CRMS and CSR for additional details.

Edit Info

Opens the Customer Information page, which you can use to edit customer details such as name, address and so on.

Email Prefs

Displays a dialog-box stating the Email opt-in or Opt-out status of the customer. If the customer is currently opted-out, clicking Confirm changes the email status to opt-in and vice-versa.

Adjust Points

Opens the Adjust Points page. Note that the number of points to be added and the Description text are required. The Reason text is visible to the customer, but not the Internal Note text. After supplying data, click Next. A confirmation message is displayed. If details are correct, click Done.

Reset Password

Sends a new password and the associated message to the customer.

Password History

The password history of upto five passwords is stored in TIBCO Reward. If a new password matches any one of the previous five passwords for the user then the following error message is displayed:

Invalid password : New Password should not match with last 5 Passwords.

Password Rules

The following rules are applicable for a password used for logging in to TIBCO Reward:

• Password minimum length is upto 8 characters
• The password must contain all the following letters: upper case character, lower case character, numerical digit, and a special character
• The password cannot contain your first name or last name

Merge

You can merge current customer account data into another (enrolled) customer account, or merge another customer account into the current customer account (if it is for an enrolled customer).

Change Status

Change status option is available only for enrolled customers. Through this option you can unenroll or deactivate customers. The customer is enrolled as a member of the loyalty program, and all related functions and options for enrolled customers are supported.

• Unenroll

  The customer service representative (CSR) can unenroll (that is, close the account for) a customer who no longer wants to be enrolled in the loyalty program. Unenrolling has the following effects:

  • The customer is deactivated (that is, status is changed from active to inactive), and is no longer a member of the loyalty program. In addition, if the email option was set to true, it is changed to false.
  • The customer no longer accrues points (if applicable) or receives offers.
  • The customer cannot sign into My Account anymore.

• Deactivate

  Deactivation changes the customer status to inactive, which effectively puts the customer on “hold”. The customers cannot log into their account and cannot accrue any points, although existing points remain on the account, which can be reactivated with no loss of data. Deactivating leaves the Email Opt-In selection untouched.

  Example: A client might want to use this option to temporarily disable accounts that are not in good standing (perhaps because a customer did not pay required dues). After the account is back in good standing, the client would reactivate it. Reactivation is the only valid option for a deactivated customer.

  Note: Your company has the option to use an Admin setting to reset the point balance to 0 (zero) when the customer account is deactivated. The alternative is to leave balances unchanged by deactivation.

Manage Cards

Manually adds card data (credit card, loyalty card, membership card, and so on.) to be associated with an enrolled customer. After you select Manage Cards a dialog box is displayed in which you can enter card data. Be aware that this dialog box applies a card number validation test. After a card number is entered, only the last four digits of that card's number are displayed.

Customer View

This tab gets displayed if microsite is enabled with your application. Clicking this launches the microsite displaying the Customer View page.