Manage customer accounts

A customer service representative (CSR) can manage the personal accounts of registered customers through the storefront. Managing a customer account can include: adding a customer, enabling a customer account, resetting a password, and updating account information.

Jump to any of the following flows for a detailed look on the ways in which a CSR can manage customer accounts:

Adding a customer

The following flow outlines how a CSR registers a customer through the storefront:
  1. CSR logs in to the storefront by using the Sign In/Register tab.
    Sing in panel
  2. The CSR is automatically directed to the Customer Service page.
  3. In the side panel of the Customer Service page, there is a Add a Customer option. The following screen capture shows the Add a Customer option.
    Add customer panel
  4. The CSR is directed to one of the following registration pages:
    Note: In the Aurora B2B store, a CSR cannot register a new organization. A CSR can only register a buyer to an existing organization.
  5. After the customer is registered, the CSR is given automatic access to the registered customer's account. With this access, the CSR can begin acting on behalf of the customer.
  6. After the CSR completes shopping on behalf of the customer, the CSR selects their name from the top panel. This panel offers two options:
    • Sign in as Yourself
      • This option will redirect the CSR back to the Customer Service page, and they are no longer acting on behalf of the customer. The CSR is then ready to assist another customer.
    • Sign Out
      • This option signs the CSR out from the storefront.

    sign out

Enabling a customer's account

If a customer's account becomes disabled, a CSR can enable the account from the storefront. Accounts can become disabled as a result of multiple failed login attempts, or if the account is disabled by a CSR. The following three flows outline how a CSR enables a customer account.

  1. CSR logs in to the storefront by using the Sign In/Register tab.
    Sing in panel
    If the CSR login attempt is successful, the Sign In / Regsiter tab is changed to display the customer service representative's full name. The following screen capture displays a CSR named CSR Example.
    Panel showing CSR
  2. The CSR is automatically directed to the Customer Service page.
  3. The CSR enters criteria in the Find customer widget to search for a registered customer.
    Notes:
    • The CSR can use various personal information and order history to validate the identity of the customer in which they are assisting.
    • The maximum number for search results that are returned is 20. If necessary, a CSR can enter more search criteria to refine search.
  4. After the CSR locates a customer, the CSR clicks the Actions menu. Because the account is disabled, the CSR can Enable customer's account. If the account was enabled, the CSR can disable it.
    Find customer and action menu

  5. After the account is enabled, the following message is displayed.
    Enabled message

Resetting a customer's password

In the previous flow, the CSR enabled a disabled customer account. It is possible that the account was disabled due to failed password attempts. The CSR can reset that customer's password.
Note: A CSR can enable an account or reset an account password in whichever order they choose.
  1. With the customer's account appearing in the search results, the CSR clicks the Actions menu, and selects Access customer's account.
  2. The CSR is notified that they successfully accessed the customer's account.
    Accessed message
    After the CSR successfully accesses the customer's account, the Sign In / Register tab contains the customer's name in brackets.
    CSR message
  3. The CSR is automatically directed to the My Account Summary page.
  4. From the left navigation panel, the CSR selects Peronsal Information.
  5. The CSR clicks the Reset password button, and then selects Ok.
    CSR password reset
  6. The CSR is notified that they successfully reset the customer's password.
    Reset successful

Updating customer account information

While a CSR accesses a customer's account, the CSR can update various customer account information.

  1. From the My Account Summary page, the CSR can update the following sets of customer information: Additionally, the CSR can use the My Account widget to update customer information.
    Note: A customer's logon ID cannot be altered.
  2. After the CSR completes the storefront tasks on behalf of a specific customer, the CSR selects their name from the top panel. This panel offers two options:
    • Sign in as Yourself
      • This option will redirect the CSR back to the Customer Service page, and they are no longer acting on behalf of the customer. The CSR is then ready to assist another customer.
    • Sign Out
      • This option signs the CSR out from the storefront.

    Sign out