Manage Customers

Scroll down for the Step-by-Step Guide on how to manage your customers

KEY TERMS & TIPS:

What can I do on my Customers page?
Add a new customer and edit existing customer details.
The Customers page shows all customers who have purchased a ticket for your events, so it will updated automatically after a sale, but you can also add a new customer here if you wish.
See our Step-by-Step guide below for more info.

What can I do on a Customer Profile?
You can do the following:

• View Order History
• View and update Opt In History
• View Email History and resend emails
• Edit Customer details, including Tags, phone number, address and Opt In history
• Merge Customer with another Customer Profile

Why can’t I update my customer name/email address?
This is most likely because the name and/or email address you are trying to change it to already exists on another customer profile. You can use the Search bar at the top of the page to check if that name/email is attached to another customer.

If this is the case, you can Merge Customer Profiles if you wish. See here for more details about Merging Customers.

How many email addresses can I attach to a customer?
Only one email address can be used per customer - this is to avoid bad data, i.e. the same customer multiple times.

If you'd to use different names on an order that's attached to a particular email address, you can use the Lead Booker Name field. For more info, go here.

How do I sell tickets to my customers?
Via the Box Office page and selecting the channel and event that you want to sell for, before putting through customer and payment details.
For more info, go here.

How do I find the tickets that my customers have bought?
Via the Order History on the Customer profile. This list shows all complete, reserved and expired orders.
If you have Reserved Seating, you can also use the venue plan on the Box Office page to find the order attached to a seat. Go here for more info.

How else can I retrieve customer data?
By running a customised report via the Reporting page.
See here for more info.

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STEP-BY-STEP GUIDE:

1. Add a new customer

NOTE - a customer will be automatically created on Line-Up when customer details are provided with an order (unless the Skip Customer option is selected. See here for more info), so this is not a mandatory step.

a) Go to the Customers page and click New Customer 

b) Add details:

• First Name
• Last Name
• Email Address
• Password - leave blank to generate one

• Tags - optional, help filter your ticket buyers
• Phone Number - optional
• Address - optional

c) Click Submit

2. Find existing customers

Use the Search bar anywhere on Line-Up to find your customer by searching for:

• Name
• Email Address
• Tag

3. Customer Profile - View Order History

a) Click into orders, where you can add notes and process exchanges or refunds

b) Export orders as CSV

4. Edit Customer Details

a) Click the pencil icon next to Customer Details

b) On this page, you can edit:

• Customer Image - upload image or take photo using webcam
• First Name
• Last Name
• Email Address
• Tags
• Phone Number
• Address

When you've finished editing, click Submit to save.

NOTE - if you're unable to edit the email address, then it's likely that the email is already attached to another customer profile. If so, there are a few options here:

• Change the email address on the other customer profile, in order to free up the correct email address to be used on this customer profile. NOTE - these customers will appear with these updated email addresses in reporting
• If you are changing a customer email address so that they can receive ticket emails, and you don't want to do the above, then you can always send ticket PDFs to the customer directly. To do this, click Print As or Download PDF on their order page and send them the ticket PDF file by email. See here for more details

c) If you want to remove the customer from your account, go back to the Customer profile and click the 3 buttons icon and then Delete Customer

5. Want to merge this Customer Profile with another?  

a) Click the 3 buttons icon and then Merge Customer

b) For full instructions on Merging Customers, see here 

6. Updating Opt-In response

Want to update their response to an Opt-In they've selected on an order?

a) Under Opt In History, click the pencil icon next to a response

b) On the pop-up, tick or untick the Opt In box and click Submit

c) Once you've updated their previous response, this will create a new Opt-In response which will appear in the Opt-In History, as well as a link to the Opt-In

7. View Email History

a) Scroll down to Email History section at the bottom of the page. You'll see the following columns:

• Email Template Name
• Subject - title of the email
• Entry Created At - when the email was triggered, i.e. just after the Order was created
• Scheduled / Sent - the send time of the email. If it was scheduled to send at a particular time, then it would be a different date and time to Created At
• Status - this will be one of Opened, Delivered, In Progress, Scheduled or Failed. Hover over the i icon to see the most recent details sent or open details
• Opens - how many times the user has opened the email
• Clicks - how many times a link in the email has been clicked

b) For each email send, click the 3 buttons icon on the right to see the following options:

• Resend Email - this will create a new email send that will appear in the list
• View Order - this will take you to the Order page where you can view and manage the order
• View Email Template - this will take you to the Email Template that was sent, where you can make any edits that you'd like

c) Click See more Emails below the list to see all emails sent to this customer. For more info about the Email Audit page, see here

NEXT STEP:
Want to manage a customer's order? Learn how to Exchange or Refund Tickets
Want to report on customer data? Use our customised reporting function