# 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.

> For the complete documentation index, see [llms.txt](https://docs.talon.one/llms.txt).

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](/docs/dev/concepts/entities/customer-profiles.md).
:::

## 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**.
1. 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.
1. 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**.
1. Enter a **Justification** for the request.
1. Select **Coupon** or **Gift card**.
1. For a gift card, enter a monetary **Value**.
1. Select an active **Campaign**.
1. 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**.
1. Select the **Loyalty program** and **Subledger**.
1. Enter the number of **Points**.
1. 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.
1. Set the **Reward start** and **Reward expiration**.
1. 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**.
1. Select the **Loyalty program** and **Subledger**.
1. Enter the number of **Points**.
1. Enter a **Reason** for the adjustment.
1. 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**.
1. Select the date range and **Date format**.
1. 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](/docs/product/applications/display-customer-sessions.md#customer-session-overview).
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 (<ReturnItems
   className="icon"/>).
1. Select the items to return.
1. Set the **Quantity** to return for each item.
1. Click **Return Selected Items**.

## Related pages

- [Support portal overview](/docs/support/overview.md)
- [Inspect customer sessions](/docs/support/support-agents/customer-sessions.md)
- [Manage support requests](/docs/support/admins/manage-support-requests.md)
- [Display customer profiles](/docs/product/applications/display-customer-profiles.md)