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View customer profiles 

Use the customer profile page to investigate a specific customer's activity, troubleshoot failed coupons, view loyalty points and tiers, and issue coupons, gift cards, or loyalty points.

To find a customer in the support portal, search with their Customer integration ID. This ID is a unique identifier set by your company. Your company's system communicates this ID to Talon.One when the customer's profile is created, and Customer integration ID is the standard term used across Talon.One to refer to it.

Tip

You can learn more about customer profiles in our Developer docs.

Look up a customer profile​

To find a customer profile:

  1. On the Global search page, search for a customer integration ID under Customer profiles.
  2. Select the profile associated with the relevant Application.

Profile overview​

The Overview tab helps you investigate a customer's profile. Use it to see available coupons, test coupon eligibility, and view customer profile attributes and customer recent sessions.

You can use the following sections to execute specific tasks:

  • Attributes: Verify the custom data attached to the customer's profile to see why they qualify or don't qualify for specific audience segments.
  • Available coupons: Check which coupons the customer can redeem.
  • Loyalty membership status: Review the customer's current loyalty tier and total points balance at a glance.
  • Coupon eligibility checker: Find out why a coupon code doesn't work for the customer.
  • Customer recent activity: Investigate the customer's latest sessions to see which campaigns and effects triggered during their recent purchases.

Check coupon eligibility​

When a customer asks why a specific coupon code isn't working, use the Coupon eligibility checker to find the rejection reason.

To check if a customer can use a specific coupon code:

  1. In the Coupon eligibility checker, enter the coupon code.
  2. Click Check coupon.

The result shows Eligible or Not eligible. If the coupon is not eligible, the tool provides the rejection reason, such as:

  • Coupon code does not exist
  • Coupon is reserved for another customer
  • Coupon has expired
  • Coupon start date is in the future
  • Campaign is not running
  • Per-customer limit reached
  • Coupon redemption limit reached
  • Campaign budget limit reached
  • Effects could not be applied
  • Conditions not met

Filter customer activity​

Filter the Customer recent activity feed to locate specific sessions or updates.

Search the session history by:

  • Campaign ID: Find sessions where a specific campaign triggered effects.
  • Coupon code: Find sessions where the customer used a specific coupon code.
  • Session ID: Locate a specific session.

To refine the results, filter by Effect type or Activity type.

Customer coupons​

Use the Coupons tab to check the customer's personal coupons and any universal coupons they redeemed.

Filter the list by State or Created date to locate a specific coupon. Expand a coupon's row to view its assigned attributes.

Award a coupon or a gift card​

To award a coupon or a gift card, submit a support request for admin approval.

To create a request from a customer profile:

  1. Click Support actions > Award coupon or gift card.
  2. Enter a Justification for the request.
  3. Select Coupon or Gift card.
  4. For a gift card, enter a monetary Value.
  5. Select an active Campaign.
  6. Click Create request.

Admin users receive an email to approve or reject the request. After an admin user makes a decision, you receive an email with the code to share with the customer.

Loyalty balances and history​

Click the Loyalty tab to review the customer's point balance and tier status.

If the customer is a member of a loyalty program in the Application, the Loyalty tab shows their Tier, tier Expiry, and point balances. The tab also lists the customer's loyalty transaction history, which you can filter by Session ID or Transaction ID.

Add loyalty points​

Add points up to your role's point limit, which an admin user sets for each loyalty program. Adding points above this limit creates a request that requires admin approval.

To add loyalty points:

  1. Click Support actions > Add loyalty points.
  2. Select the Loyalty program and Subledger.
  3. Enter the number of Points.
  4. Provide context for the adjustment:
    • Within the limit: Enter a Reason for the customer's loyalty history.
    • Above the limit: Enter a Justification for the admin user reviewing the request.
  5. Set the Reward start and Reward expiration.
  6. Click Add points or Send request.

The Reason is recorded in the customer's loyalty history.

Deduct loyalty points​

To deduct loyalty points:

  1. On the Loyalty tab, click More actions > Deduct points.
  2. Select the Loyalty program and Subledger.
  3. Enter the number of Points.
  4. Enter a Reason for the adjustment.
  5. Click Deduct points.

The Reason is recorded in the customer's loyalty history.

Export transaction logs​

To export the loyalty transactions of the customer:

  1. On the Loyalty tab, click More actions > Export transaction logs.
  2. Select the date range and Date format.
  3. Click Export Data.

Customer sessions​

Use the Sessions tab to locate past orders and investigate specific transaction details. Search the list by Session integration ID, Store ID, or Referral code, and filter by State or Creation date.

To inspect the details of a session, click its Session integration ID.

Return cart items​

When a customer returns part of an order, you can process individual item returns on a closed or partially returned session. The session state changes to Partially Returned, and the system rolls back the effects of the returned items.

To return cart items:

  1. In the row of the session, click the Return Items icon ().
  2. Select the items to return.
  3. Set the Quantity to return for each item.
  4. Click Return Selected Items.
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