A customer is the person a booking, ticket, or order belongs to, identified by their email address. SERVOS creates customers as they buy, at the desk, on your booking pages, through booking sites, and you can add them by hand under Customers. Walk-in sales at the register need no customer at all.
How customers are created
- At the POS, Assign customer searches by name or email, and New customer creates one with "Name", "Email", and "Phone (optional)" and attaches them to the cart.
- Online, the details typed at checkout identify the customer.
- Booking-site guests arrive with the name and phone the site sends and a relay email address.
- By hand: Add Customer on the customers list asks for "Name", "Email", "Phone", and whether this is an "Individual" or a "Company" (then "Company name" and "Tax ID / VAT number").
The email address is the identity. The same email always resolves to the same customer in your organization, and details SERVOS learns later fill in blanks but never overwrite what's already there, except booking-site bookings, which refresh the name and phone. Trying to add a customer with an email that already exists is refused rather than duplicated.
A quick product sale at the register with no customer is recorded against a "Walk-in guest", a fresh one per order, with no email and no history.
Finding a customer
The list at Customers searches name and email (not phone or company) and shows "Name", "Email", "Orders", and "Marketing", which reads "Consented" for customers who agreed to marketing emails. Consented to marketing narrows the list to them. There is no export.
The customer page
The profile shows four tiles, "Total Revenue", "Total Orders", "Avg. Order Value", and "Last Order", all computed from the customer's orders, then the list of their orders with payment and fulfillment status. Stays, tickets, and bookings are reached through those orders. "Customer details" holds name, email, phone, and, when set, company, tax id, and address, behind Edit. A guest with more than one stay gets a "Returning" badge, and a seal next to the name turns bronze at five stays, silver at ten, gold at twenty-five.
"Marketing emails" says whether the customer agreed to news and offers by email, when, and where: at checkout, at the till, in the guest portal, or with staff. Consent covers the email address it was given for, so after the email changes it reads "Given for …, not the current address" until the customer agrees again. Record consent is only for consent the customer gave you in person, by phone or in writing, for the email on file. Withdraw stops it, for example when the customer asks you to. The customer can also unsubscribe themselves, with the link in every marketing email or in the guest portal.
The "Activity" feed records when the customer was created or edited, orders placed, stays booked, checked in, out, or cancelled, marketing consent given or withdrawn, and comments. Press Add comment to leave a note for colleagues. Comments are internal, visible to every staff member who opens the page, and can't be edited.
Company details and receipts
The receipt's "Bill to" block takes the company name and tax id from the customer profile, and the address from the order. To put a company on a receipt, edit the customer, switch "Customer type" to "Company", fill in the name and tax id, and download the receipt again. Switching back to "Individual" clears them. See Receipts.
Deleting and merging
Customers can't be deleted or merged. A customer with two email addresses is two customers. If a guest wants to be forgotten, contact SERVOS.
Common questions
Two profiles for the same person. They used two different email addresses. Keep using the one they give you at the desk; there is no merge today.
The guest portal says it doesn't know their email. The portal only signs in emails that already belong to a customer with a booking. Check the address on the customer matches what they're typing. See The guest portal.
Where are this customer's stays? Open one of their orders; each stay is on an order. The profile lists orders rather than stays.
Can I see a customer's phone number? Yes, on the profile under "Customer details". Phone numbers are stored encrypted, and the list doesn't search them.
