The Customer details page (Contact details, statistics and bookings made for this organization.) brings together in one page the whole history of a person with your organization. It is the page to open when a customer writes to you and you want to see immediately what they bought and what the status of each order is.
At a glance
- Where: organization console → Customers → click on the name or on the row. At the top the Back to customers link.
- Permissions: View organization reservation details; a Promoter only sees the reservations of their own channel.
- What you get: the name of the customer as the title, four statistics cards, the Customer information box and the Customer bookings table.
Step by step
- Open the customer. From the Customers page search by name, e-mail or phone number and click the row. What you see: the name of the customer as the title of the page (if it is missing, Customer details) and the subtitle.
- Read the statistics. Four cards: Total bookings (Bookings made for this organization.), Total spend (Total value of completed, paid bookings.), Average spend (Average per completed, paid transaction.), Transactions (Completed, paid transactions.).
- Check the contact details. The Customer information box contains E-mail, Phone, Marketing consent (Yes or No badge), First booking and Last booking. The name is not a field of the box: it is the title of the page. Without marketing consent the e-mail and the phone number appear as Hidden and are unlocked with the dedicated procedure.
- Browse the reservations. The Customer bookings table has the columns Number, Date, Event, Tickets, Platform, Method, Total and Status. If there are no orders, No reservations found. appears.
- Open a reservation. Click the number or the row: the Reservation detail page opens with tickets, payment summary and actions. The name of the event instead opens the event dashboard.
- Go back to the list with Back to customers: the list opens again without the filters set previously.
Fields and options
| Column | What it means | Rules |
|---|---|---|
| Number | Code of the reservation. | Opens the Reservation detail page. |
| Date | Date of the reservation. | Chronological order. |
| Event | Event or events of the reservation. | Several events are listed on separate lines. |
| Tickets | Number of access titles in the order. | |
| Platform | Where the order was made from (website or app). | A dash if it was not recorded. |
| Method | Payment method chosen. | A dash if it was not recorded (for example free orders). |
| Total | Share of the order relating to this organization. | It can differ from what the customer paid if the order included events of other organizations. |
| Status | Two badges side by side: the status of the order (Pending Payment, In Progress, Confirmed, Canceled, Refunded, Payment not completed) and the payment status (Paid or Unpaid). | An order with Payment at the entrance is Confirmed but Unpaid. |
What happens next
- From the Reservation detail page you can act on the order (for example cancel it or change the holder, if you have the permissions); refunds remain the responsibility of the Nightify staff on your instruction.
- The statistics of the customer are updated with every new reservation with the organization.
Messages and errors
| Message | Why it appears | What to do |
|---|---|---|
| No reservations found. | The customer has no reservations visible with your permissions (for example a Promoter on a customer of another channel). | Check the role or go back to the list. |
| Hidden in E-mail or Phone | The customer has not given marketing consent. | Unlock the detail only for operational purposes related to the event. |
Special cases
- The customer asks for a refund or reports a problem. Find the order in the table, open the Reservation detail page and act from there; for a refund contact Nightify support quoting the number of the reservation.
- Loyal customer to reward. Check Total bookings and Total spend before offering an upgrade with a manual reservation.
- First booking and Last booking coincide when the customer has only one order.
Rules and limits
- The statistics only concern the reservations with your organization, not the activity of the customer with other organizers.
- Total spend and Average spend only consider the Confirmed and paid orders, and only the ticket amount (without service fees and pre-sale rights).
Related articles
- The organization’s customer list
- Unlock a masked contact