How to change the customer status manually?
- Elwin Vreeke
Each customer can have one or more customer statuses assigned (one per category). Which ones are available depends on your configuration. How to do the setup can be found on the page Customer Care - Customer Status
Changing the customer status can be done in two places; Customer Care and Reservation Manager.
The flow works the same in both places, however, the place to start the flow differs per manager.
Step 1a: open the flow from Customer Care
Find the customer overview page in Customer Care to start the workflow. Once you are on the customer overview page, you’ll need to click on the three dots in the customer summary section in the top left corner of the page. In the menu that opens, click on ‘Change customer status’.
Step 1b; open the flow from Reservation Manager
Find the customer details page in the reservation manager. On this page, you will find the ‘Change Customer Status’ link in the lower right corner of the basic customer settings panel at the top of the page.
When you click this link it will open a modal window where it is possible to change the customer status value.
Step 2; flow to change the current customer status
A modal window will open over your page, where it is possible to change the customer status for this active customer. You will see a dropdown per category where you can select the new value. After you have selected all the right values for each category (it is ok to leave a category empty if that is applicable), you need to press ‘Update status’ to save the new customer status.
Please note that the result is that the system will put an end date on the previous customer status (if there was any) and a new value with a start date will be created. This is to make sure that we maintain the history of the customer status for this customer and make sure that it won’t affect any existing reservations that might depend on the customer status (for a discount for example).
If you are manually overriding a value for a category that is configured to be set ‘automatically’ or ‘external’, then you’ll get the option to select if it is allowed to automatically update the customer status.
The idea behind this is that you can lock a manual override value by disabling this setting. The automatic update script and the API endpoints are not allowed to change this value until it is again set to override the value again (needs to be done manually). This feature is under development and not fully implemented everywhere yet.
The label next to the category name tells you the origin of the current value, in case the category is configured to be automatic and the current value is set manually, it will show two badges. The automatic one has a strikethrough to indicate that it should have been automatically set, but it is now manually override by a user for this customer.
Troubleshooting
If the dropdown is disabled, that will mean it is not allowed to manual change the value for this category. Check the configuration to resolve this.
If you don’t see the ‘Change Customer status’ option, this might be because you don’t have the right permission. Please check the permissions.