Customers

Shop Accounts

On the Shop accounts page you can see an overview of all shop accounts. You can create a shop account, edit and delete already existing shop account and import shop accounts from a CSV file.

You can search for a shop account by name, e-mail address and account ID and filter the shop accounts by the "Activated" status and account type. You can also sort the shop accounts by name, e-mail, account type or ID, by the "Activated" status and last login date. You can also view the last login date of the customer. If a customer selected the "Remember me" checkbox while logging in the webstore, this will be considered as the last login date of a customer. The date will be updated when the customer logs out (either manually or automatically when the authentication cookie expires - 30 days) and logs in the web store again.

Starting from Sana 9.3.3 on the Shop accounts page you can also view the date when the customer placed his or her order for the last time.

Create a shop account

Step 1: Click New item.

Step 2: Enter the shop account information. The table below provides the description of the shop account fields:

Step 3: Set up permissions for a customer. You can define whether a customer should be able to order products, see prices and stock.

 NOTE

Shop account permissions depend on whether orderability, price and stock visibility are enabled or disabled globally in Sana Admin under: Setup > Products. If it is disabled globally, you cannot override it per customer. In this case, you will see a message that the setting has no effect when it is disabled on the webstore level.

Step 4: After you have entered all shop account details and configured it, you must save it. You can simply save the shop account or save it and send the confirmation e-mail to the customer. You can also send the confirmation e-mail when you change the details of the existing shop account.

 NOTE

You can send the confirmation e-mail to a customer starting from Sana 9.3.2.

Click Save changes to save the shop account or click the split button and then click Save changes & send confirmation email to save the shop account and to send the confirmation e-mail to the customer. The confirmation e-mail will be sent to the e-mail address entered in the shop account details. Using the link in the confirmation e-mail, a customer can reset the default password generated by the web store administrator and log in to the web store.

The New Shop Account By Shop Admin e-mail template is used to send a confirmation e-mail to a customer. For more information, see "E-mails". 

Impersonate a customer

 NOTE

Applies to: Sana 9.3.3 and higher

Sana brings a powerful feature for customer service. The Impersonate feature provides the ability for customer service representatives to access the web store with a customer account and see everything exactly as if you are a customer whom you are impersonating.

A customer service representative can impersonate a customer to help troubleshoot any issues that may occur. Therefore, when the customer contacts the help desk, the customer service representative can easily check what problem the customer is facing and help him or her. Using this feature, you can significantly improve the quality of support that you provide to your customers and make it more personalized.

It also opens the door to better interaction between customers and customer service representatives, for example if a customer needs some assistance with ordering, or an account manager with creating sub-accounts, or a sales manager with creating a prospect.

 NOTE

Applies to: Sana 9.3.4

If a customer faces some difficulties in the checkout process, a customer service representative can impersonate the customer and place the order for him or her. If a customer service representative impersonates a customer and places an order in the Sana web store, then the e-mail address of the web store administrator will be recorded into the sales order in the ERP system. This way a sales manager in ERP can easily differentiate sales orders placed by the customer and customer service representative.

Check the relevant ERP article to see where the e-mail address of a web store administrator is stored:

Microsoft Dynamics NAV: Sales Order Data
Microsoft Dynamics AX: Sales Order Data
Microsoft Dynamics 365 Business Central: Sales Order Data
Microsoft Dynamics 365 for Finance and Operations: Sales Order Data
SAP ECC: Sales Order Data

To import shop accounts from a CSV file

Step 1: In Sana Admin click: Customers > Shop accounts.

Step 2: Click Import.

Step 3: Download the CSV Example file and open it. This is just the template where you can enter the details of all shop accounts which you want to import. You will need to enter the same data as if you create a shop account in Sana Admin. See the CSV Example file. It can be downloaded directly from Sana Admin.

Step 4: Fill in the CSV Example file with the shop accounts details:

 NOTE

If you use Microsoft Excel to fill in the CSV file with shop accounts, please remember that Excel does not correctly handle the special characters (after it is saved) that are specific for some languages, for example Spanish. Thus, if you have special characters, for example in the customer's name, you should use some other editor (for example Notepad) to fill in the CSV file that can correctly handle the special characters.

Step 5: When the CSV file is filled in with shop account details, on the Import shop accounts page click Select file to add the file.

Step 6: Enable the option Send confirmation email to new activated shop accounts to send the confirmation e-mail to new activated shop accounts. The confirmation e-mail will be sent to the e-mail address entered in the shop account details. The e-mail contains a link, using which a customer can reset the default password generated by a web store administrator and log in to the web store.

The New Shop Account By Shop Admin e-mail template is used to send a confirmation e-mail to a customer. For more information, see "E-mails".

 NOTE

The option Send confirmation email to new activated shop accounts is available starting from Sana 9.3.2.

Step 7: Enable the option Send confirmation email to existing activated shop accounts to send the confirmation e-mail to existing activated shop accounts changed by a web store administrator. The confirmation e-mail will be sent to the e-mail address entered in the shop account details. The e-mail contains a link, using which a customer can reset the default password generated by a web store administrator and log in to the web store.

The New Shop Account By Shop Admin e-mail template is used to send a confirmation e-mail to a customer. For more information, see "E-mails".

 NOTE

The option Send confirmation email to existing activated shop accounts is available starting from Sana 9.3.2.

Step 8: Click Import to import shop accounts from the CSV file.

 NOTE

If a shop account already exists (based on the e-mail address), it will be updated.