Looking up a customer

Associates can search for customers within a transaction or outside of a transaction. When a customer is searched for from inside a transaction and a loyalty member is found matching the search criteria, the POS displays a confirmation message asking if the associate wants to add the loyalty member to the transaction. When a customer is searched for outside of a transaction and a single loyalty member is found matching the search criteria, the member's name and ID are added directly to the Client Lookup pane. In this scenario, the associate confirmation message will be displayed later, when a transaction is initiated.

If configured, the phone number and email address on the Member Lookup Result and the Member Information screens on the POS application and on the PIN pad can be masked to protect customer information. The masked characters are unmasked when updating the member's information. The phone number and email address remain unmasked in the POSLog, on the receipts, and on other POS application or PIN pad screens.

To search for a store customer, follow these steps:

1. From a transaction screen, select Client Lookup. The application displays the Client Lookup drop-down pane.
2. Select Customer Lookup. The application displays the Customer Lookup screen.
   Note

   If the POS is integrated with a payment solution and is configured to enable entry of loyalty information on the PIN pad, the application displays an information message. Either inform the customer to enter their information on the PIN pad or select Manual Entry to continue on the POS.

   

   Note

   When configured, the POS application displays the Courtesy Member Override button. Only authorized associates are allowed to use this button. For more information, refer to Authorization Overrides.

3. Do one of the following:
   • Scan or swipe the loyalty membership card.
   • Enter either the Customer ID, Email address, or Telephone number, and then select Accept.
   Verifone Point

   When the POS is integrated with the Verifone Point payment solution, customers can enter their loyalty information on the PIN pad device while items are being added to the sales transaction. For more information about compatible payment solutions, consult with an NCR Voyix representative.

   NCR Common Client Interface

   When the POS is integrated with Common Client, customers can confirm their e-mail address and opt in or opt out of promotional e-mails on the PIN pad. For more information about compatible payment solutions, consult with an NCR Voyix representative.

   If a single customer matches the search criteria entered, the POS application displays a confirmation message asking if the customer should be added to the transaction.

   Note

   When a customer who is not a loyalty member is found or no customer matching the search criteria is found, the application displays a message asking the associate if they want to enroll the customer.

4. When a loyalty member is found, select Yes on the confirmation message to add the member to the transaction. Select No if the customer matching the search criteria is not the correct customer.

   The Client Lookup panel is updated with the member's name and member ID, and the application displays the screen from where the client lookup drop-down pane was last accessed.

Multiple customer lookup results

When the POS application finds multiple customers who meet the lookup criteria entered, the application displays the Member Lookup Result screen. This screen displays customers who are loyalty program members as well as store customers who exist in the system but are not loyalty program members.

To select a loyalty member when multiple search results are found, follow these steps:

1. Complete a customer lookup by selecting Customer Lookup from the Client Lookup pane.

   The application displays the Member Lookup Result screen.

   

   The Member Lookup Result screen displays the Member ID under the name of customers who are loyalty members. Customers who are not loyalty members do not have a Member ID displayed under their name.

   

2. Select a customer who has a member ID listed beneath their name from the Member Lookup Result screen.

   The POS displays a confirmation message asking if the customer should be added to the transaction.

   Note

   If the customer lookup was performed outside of a transaction, the POS displays the loyalty member's name and customer ID in the Client Lookup pane. The confirmation message to add the member to the transaction will be displayed when the associate starts a transaction.

   If the associate selects a customer who is not a loyalty member from the Member Result screen, the application displays a message asking the associate if they want to enroll the customer.

POS responses to customer lookup

When looking up customers, the application may respond with one of the following actions.

Condition	POS response
When multiple results are found.	The application displays the Member Lookup Result screen with a list of members and non-member customers that match the customer lookup criteria. The POS application displays the customers' First Name, Last Name, Postal Code, Phone Number, and Email. The application displays the Customer ID on this screen if the customer is a loyalty member.
When one of the following occurs: A customer who is not a loyalty member is found The associate selects a customer who is not loyalty member from the Member Result screen No customers are found matching the search criteria, but UE and SAIL are online	By default, the POS application displays a message asking if the associate wants to enroll the customer. This behavior can be changed to go directly to the Enroll Customer screen. For more information, refer to the Configurable features in Looking Up a Customer or Loyalty Member.
When an error status code is received from the retailer’s integrated loyalty system.	If configured, the POS displays an associate message according to the error received in the search response.
When the member is not found due to an offline scenario. Note One of the following reasons may have caused the error: The POS is offline to the Integration Layer (SAIL). The UE service is disabled. For more information, consult with an NCR Voyix representative.	The POS displays an error message. Select OK. The application displays the Customer Lookup screen. Verifone Point When the POS is integrated with the Verifone Point payment solution, the PIN pad device displays an error message on the left panel. Do one of the following: Select Re-Enter Phone to re-enter the customer’s phone number. Select Enroll to enroll the customer. For more information, refer to Processing a standard customer enrollment.
When the number of search results exceeds the configured maximum search result value.	The application displays an error message indicating that additional information is needed to refine the search. Select OK. The application displays the Customer Lookup screen.
The POS application displays an information message to enroll a new member.	The POS application displays an information message asking if the associate wants to enroll a new member. Do one of the following: Select Yes to enroll a new member. The application displays the Enroll Customer screen. Select No. The application displays the Customer Lookup screen. Then select Skip to proceed with the transaction. The application displays the Sale Main Menu screen. Note By default, the POS is configured to display the enrollment message when the member is not found. For more information, refer to Loyalty Options.