Customers
Customers holds everyone who has checked out or made an account on your storefront, plus contacts you add yourself. Each store has its own customers.
How customers get here
Section titled “How customers get here”- Checkout — a shopper who checks out becomes a customer. Lattice matches them by email, so a repeat buyer lands on the same record.
- Shopper accounts — a shopper who makes an account on your storefront. See Shopper accounts.
- By hand — click Add customer.
The customer list
Section titled “The customer list”Each row shows the customer’s Name, Email, Company and Status. If they have a storefront account, a line under the email says whether they’ve confirmed it.
Search by name, email, company or notes, and filter by status. Click a column heading to sort.
Adding a customer
Section titled “Adding a customer”Click Add customer and fill in:
| Field | Notes |
|---|---|
| Name | Required. |
| Required. One customer per email in each store. | |
| Company | Optional, like a lab or organization. |
| Status | Active, Invited or Disabled. New customers start as Active. |
| Notes | Anything you want to remember. Only your team sees it. |
Disabling a customer
Section titled “Disabling a customer”Set a customer’s status to Disabled to stop them:
- signing in to their storefront account,
- making a new account with that email,
- receiving messages you send from their record,
- having orders recorded for them by hand.
Their history is kept. Switch them back to Active at any time.
Inside a customer
Section titled “Inside a customer”The top shows their Orders, how much you’ve Received, anything Unpaid, and their Last order. The Contact card on the side shows their email, company, when they were added, and your notes. Click Edit contact to change them.
There are four tabs.
Orders
Section titled “Orders”Every order for this customer, from checkout or recorded by hand. From here you can:
- Record order for an order taken outside your storefront,
- Record payment or Charge saved card on an unpaid order,
- Cancel an order.
See Orders for how each works.
Payments
Section titled “Payments”Every payment for this customer, from checkout or recorded by hand. Card numbers are never stored.
Saved cards
Section titled “Saved cards”Cards the customer chose to keep at checkout. The payment gateway holds the card. Lattice shows only the brand, last four digits and expiry, and marks expired cards.
- Only signed-in shoppers can save a card. Guests can’t.
- Owners and admins can Remove a card. It’s deleted from the payment gateway too. The customer can save it again next time they check out.
- Shoppers can remove their own cards from their storefront account.
Messages
Section titled “Messages”Every email this customer has been sent, by you or by your email templates, with its status:
| Status | Meaning |
|---|---|
| Emailed | Sent. |
| Sending | On its way. |
| Not sent | It didn’t go out. The message is saved. Try again later. |
Emailing a customer
Section titled “Emailing a customer”Click Send message on a customer’s record.
- Pick a Template if you like. It fills in the subject and body, and you can edit them. Only active templates set to be sent by hand are listed.
- Write the Subject and Body (plain text).
- Click Send.
You can use these placeholders: {{customerName}}, {{name}}, {{email}} and {{company}}.
The email goes out from Lattice under your store’s name. Replies go to your store’s contact email, so set one in Settings.
Shopper accounts
Section titled “Shopper accounts”Shoppers can make an account on your storefront. They give their name, email, phone, date of birth and a password (at least 8 characters), and agree to your Terms & Conditions. Shoppers must be 18 or older — 21 or older for research-peptide stores.
- Confirming their email. Lattice emails a link that works for 3 days. They can ask for a new one.
- Order history. Once they’ve confirmed their email, they can see their orders and tracking under their account.
- Forgot password. A reset link works once, for an hour.
- Saved cards. They can see and remove cards they’ve saved.
If someone who checked out as a guest later makes an account with the same email, it joins up with their existing record and order history.
Deleting a customer
Section titled “Deleting a customer”Owners and admins can delete a customer who has no orders or payments. Their message history and saved cards go with them, and so does their storefront account. This can’t be undone.
A customer with orders or payments can’t be deleted. Disable them instead.