Customer Detail Page Documentation

Menu Location: Customers > Current Customer (last viewed)

Access Level: Customer Service and above

Last Updated: 2026-03-01

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Overview

The Customer Detail page is the central hub for managing individual customer accounts. This is one of the most frequently used pages in the admin system, providing complete access to customer information, order history, payments, notes, and account settings.

Primary Functions:

• View and edit customer account information
• Create and manage orders for the customer
• Track customer notes, interactions, and reminders
• Manage payments and account balance
• View complete order history
• Manage recurring items and subscriptions
• Tag customers for segmentation
• Track cancellation history

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Page Layout

Header Section

• Customer Name - Display name with business name if applicable
• Customer ID - Unique account number (click to copy)
• Avatar - Customer profile image
• Quick Action Buttons:
• Log in as Customer - View site as the customer sees it
• Schedule - View customer's delivery schedule
• Log - View activity/audit log
• Emails - View email history (past 90 days)
• SMS - View SMS conversations (if enabled)
• Chat - AI chat assistant about this customer
• Push - Send mobile app push notification

Main Content Area (Left Column)

• Notes & Interactions
• Name & Account Information
• Orders List

Sidebar (Right Column)

• Account Stats (balance, lifetime value, etc.)
• Payment Information
• Customer Tags
• Recurring Items
• Birthdays
• Cancellation History
• Integration Settings

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Notes & Interactions

View and manage all customer communications and reminders.

Viewing Notes

Displayed Information:

• Note text - Content of the note
• Date/Time - When the note was created
• Admin name - Who created the note
• Note type icon:
• Email icon - Email communication
• Phone icon - Phone call
• Activity icon - General activity
• Calendar icon - Reminder/follow-up
• Sticky note - General note
• Contact form icon - Customer form submission

Adding a Note

Steps:

1. Click "Add Note" button
2. Select note type from dropdown
3. Enter note text
4. (Optional) Set reminder date for follow-up
5. (Optional) Enable "Recur weekly" for repeating reminders
6. Click "Save Note"

Note Types:

• Email - Record of email communication
• Phone - Record of phone conversation
• Activity - General customer activity
• Calendar/Reminder - Task reminder with date
• Sticky Note - General note
• Contact Form - Customer submitted a form

Managing Reminders

Set a Reminder:

1. Add note with type "Calendar/Reminder"
2. Choose reminder date
3. Check "Recur weekly" if reminder should repeat
4. Note will appear in your reminders list

Complete a Reminder:

• Check the checkbox next to completed reminder
• Reminder stays in list but shows as completed

Delete a Note:

• Click delete icon on note
• Deleted notes can be restored from trash

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Name & Account Information

Edit core customer account details.

Customer Information Fields

Basic Information:

• First Name - Customer's first name (required)
• Last Name - Customer's last name (required)
• Business Name - Company name (if applicable)
• Account Type - Select from:
• Customer (default)
• Gift Purchaser
• Vendor
• Gift Recipient
• Wholesale
• Internal/Test Account
• Wholesale Price Multiplier - Discount percentage for wholesale accounts
• Sales Rep - Assign sales representative

Account Settings (Checkboxes)

Label & Delivery Options:

• Show Cardboard only icon on label - Print cardboard preference on shipping label
• No plastic packing icon - Print no plastic preference on label
• Force Ground or 2-day Air - Override shipping method
• Force 3rd Party Shipping - Use alternate carrier
• Generate Alert on Next Order - Flag next order for attention
• Print VIP icon on label - Mark as VIP customer
• Extra Dry Ice - Add extra dry ice to shipment

Delivery Instructions

Two types of instructions:

Private Delivery Instructions:

• Visible to: Admins and drivers only
• Purpose: Internal notes (gate codes, special handling)
• Appears on: Driver delivery sheets

Special Instructions:

• Visible to: Customers see this on their account
• Purpose: Customer delivery preferences
• Appears on: Shipping labels and driver sheets

Saving Changes

Method 1: Click "Update Customer Info" button

Method 2: Some fields auto-save when clicking away (AJAX)

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Orders Section

Create, view, and manage customer orders.

Creating Orders

Create Regular Order:

1. Click "Create an order" button
2. System checks for existing open orders
3. Order created with subscription items
4. Redirects to order detail page for editing

Create Pickup Order:

1. Click "Create pickup order" button (if enabled)
2. Order created for customer pickup
3. Edit order details as needed

When to Create Orders:

• Customer requests early order
• Re-create cancelled order
• Create test order
• Manual order entry

Future Cart (Shopping List)

View customer's pending shopping list items.

Access Future Cart:

1. Click "Future Cart" button
2. Badge shows number of pending items

Future Cart Modal Shows:

• Product name and image
• Quantity
• Price when added
• Current price (with change indicator ↑↓)
• Status (Pending/Added)
• Whether item is recurring
• Date added

Bulk Actions:

• Delete Selected - Remove items from cart
• Set to Pending - Mark added items as pending again

Use Cases:

• Customer called about items in cart
• Review price changes before adding to order
• Clean up old cart items

Order History List

Displayed Columns:

• Order ID - Click to view order details
• Status - Open, Closed, Complete, Cancelled, etc.
• Delivery Date - Scheduled delivery
• Route - Delivery route number
• Stop # - Position on route
• Box Total - Order subtotal
• Delivery Fee - Shipping cost
• Payment Info - Payment status/method
• Tracking - Shipping tracking link
• Labels - Print shipping labels

Load More Orders:

• Initial display shows last 10 orders
• Click "Load More" to view older orders
• Loads 10 additional orders each click

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Account Stats

Key customer metrics at a glance.

Pending Payments

• Amount owed by customer
• Click to: View payment history or billing page
• Color coded:
• Green: No balance due
• Yellow: Small balance
• Red: Large past due balance

Balance

• Current account credit/debt
• Positive number = Customer has credit
• Negative number = Customer owes money
• Actions:
• Add Credit - Give customer account credit
• Change Balance - Adjust balance up or down

Lifetime Value

• Total revenue from this customer since signup
• Includes all completed orders
• Excludes cancelled/refunded orders

Orders

• Total order count for this customer
• Includes all orders regardless of status

Payment Score (if enabled)

• Color-coded score indicating payment reliability
• Green = Excellent payment history
• Yellow = Some issues
• Red = Payment problems
• Click to: View score calculation details

Payment Method

• Current payment type on file
• Options:
• Credit Card
• Check
• EBT/SNAP
• PayPal
• Invoice
• Cash
• No payment method
• Click to: Edit payment method

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Payment Info Modal

Manage customer payment details and account balance.

Access Payment Modal

1. Click payment method link in Stats section
2. Modal opens with payment details

Payment Information

Payment Profile ID:

• Unique identifier from payment gateway
• Used for Stripe, Authorize.net, etc.
• Can be updated manually if needed

Payment Type:

• Select primary payment method
• Options depend on system configuration

Update Account Balance

Add Credit:

1. Enter credit amount
2. Enter reason/note
3. Click "Add Credit"
4. Credit appears in customer's account immediately

Change Balance:

1. Click "Change Balance" link
2. Enter new balance amount (positive or negative)
3. Enter reason for change
4. Confirm action
5. Balance updates immediately

Common Use Cases:

• Issue refund for damaged product
• Apply promotional credit
• Correct billing error
• Give customer service credit

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Customer Tags

Organize and segment customers using tags.

Viewing Tags

• All tags assigned to customer display in sidebar
• Shows tag name and date added
• Click tag name to see all customers with that tag

Adding Tags

Method 1: Add Existing Tag

1. Click "Add Tag" in tags section
2. Start typing tag name
3. Select from dropdown of existing tags
4. Tag adds immediately

Method 2: Create New Tag

1. Click "Create New Tag"
2. Enter tag name
3. Click "Save"
4. New tag created and added to customer

Removing Tags

1. Click X icon next to tag
2. Tag removed from customer immediately
3. Tag still exists for other customers

Tag Use Cases

• Segmentation - Group customers by characteristic
• Campaigns - Target specific customer groups
• Tracking - Mark customers requiring attention
• Reporting - Filter reports by tag

Example Tags:

• "VIP Customer"
• "Requires Follow-up"
• "Promo: Summer2026"
• "Churn Risk"
• "High Value"

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Recurring Items

Manage subscription products automatically added to orders.

Viewing Recurring Items

Displayed Information:

• Product image - Visual of item
• Product name - Click to edit product
• Price - Current recurring price
• Quantity - Amount per order
• Frequency - How often item recurs (weekly, bi-weekly, monthly)
• Edit icon - Modify recurring settings

Editing Recurring Items

1. Click edit icon on recurring item
2. Modify quantity or frequency
3. Save changes
4. Future orders reflect new settings

Adding Recurring Items

• Add through Future Cart
• Mark item as "Recurring"
• Choose frequency
• Item automatically adds to future orders

Removing Recurring Items

1. Find item in recurring list
2. Click delete/remove icon
3. Confirm removal
4. Item stops appearing in future orders

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Gifts Sent

Track gifts purchased by this customer for others.

Gift Information Displayed

• Gift recipient name
• Gift type (subscription, gift card, etc.)
• Purchase date
• Status (Active, Redeemed, Expired)
• Link to recipient account

Use Cases

• Customer asks about gift they sent
• Check if gift has been redeemed
• Link to recipient to assist with gift issue
• Track corporate gifting customers

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Birthdays

Track customer and family birthdays.

Viewing Birthdays

• All birthdays associated with account
• Shows name and date
• Verification status

Adding a Birthday

Steps:

1. Click "Add Birthday" button
2. Enter name (e.g., "John", "Mom", "Son Alex")
3. Enter birthday date (month/day)
4. Check "Verified" if customer confirmed
5. Click "Save"

Birthday Uses:

• Birthday promotion emails
• Birthday box additions
• Customer service (birthday surprise)
• Report on birthdays this week

Verifying Birthdays

• Verified = Customer confirmed this birthday
• Not Verified = Birthday on file but not confirmed
• Check "Verified" box to mark as confirmed

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Cancellation History

Track all cancellation events for this account.

Viewing Cancellations

Displayed Information:

• Cancellation date - When account was cancelled
• Reason - Why customer cancelled
• Admin name - Who processed cancellation
• Edit icon - Modify cancellation record

Creating Cancellation Record

When to Create:

• Customer cancels subscription
• Account paused indefinitely
• Customer requests account closure

Steps:

1. Click "Create Cancellation" button
2. Select cancellation date (usually today)
3. Choose cancellation reason from dropdown:
   • Too Expensive
   • Moving
   • Quality Issues
   • Too Much Food
   • Not Enough Variety
   • Lifestyle Change
4. Found Competitor
5. Other (specify)
6. Add detailed notes (optional but recommended)
7. Click "Save Cancellation"

Editing Cancellation Record

1. Click edit icon on cancellation
2. Update date or reason
3. Modify notes
4. Save changes

Win-Back Use Cases

• Filter cancelled customers by reason
• Send targeted win-back campaigns
• Analyze cancellation trends
• Follow up on specific cancellation types

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Possible Other Accounts

Find duplicate or related customer accounts.

What This Shows

• Similar names - Accounts with matching names
• Same address - Different accounts at same location
• Same email - Multiple accounts with one email
• Same phone - Accounts sharing phone number

Use Cases

• Duplicate Prevention - Find duplicate signups
• Account Merging - Identify accounts to merge
• Family Accounts - Find related household members
• Fraud Detection - Multiple accounts from same person

How to Use

1. Review list of possible matches
2. Click account link to view details
3. Determine if accounts should be merged
4. Contact admin for account merger if needed

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Reminders

Set automated follow-up reminders.

First Reminder

• Purpose: Initial follow-up reminder
• When set: Automatically or manually
• Action when due: Email/notification to admin

Second Reminder

• Purpose: Secondary follow-up
• When set: If first reminder not resolved
• Escalation: Can escalate to manager

Setting a Reminder

1. Scroll to Reminders section
2. Click "Set First Reminder" or "Set Second Reminder"
3. Choose reminder date
4. Enter reminder note
5. Save reminder

Deleting a Reminder

• Click "Delete First Reminder" or "Delete Second Reminder"
• Reminder clears immediately
• Can re-set anytime

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Common Use Cases

Use Case 1: Customer Calls About Order

Goal: Help customer with order question

Steps:

1. Search for customer on Customers page
2. Open Customer Detail page
3. Review recent orders in Orders section
4. Click order ID to view details
5. Add note documenting phone conversation
6. Make any needed changes to order

Use Case 2: Issue Refund/Credit

Goal: Give customer account credit

Steps:

1. Open Customer Detail page
2. Click payment method link to open Payment modal
3. Click "Add Credit"
4. Enter credit amount (e.g., $20.00)
5. Enter reason: "Refund for damaged tomatoes"
6. Click "Add Credit"
7. Add note documenting the credit

Result: Credit appears in customer's account balance immediately

Use Case 3: Update Delivery Address

Goal: Change customer's shipping address

Steps:

1. Open Customer Detail page
2. Scroll to Name & Account section
3. Update shipping street, city, state, zip fields
4. Click "Update Customer Info"
5. Add note: "Customer moved to new address"

Tip: Consider clicking "Verify Address" to validate new address

Use Case 4: Create Custom Order

Goal: Build special order for customer

Steps:

1. Open Customer Detail page
2. Click "Create an order" button
3. System creates order and redirects to order detail page
4. Add/remove products as needed
5. Adjust pricing if giving discount
6. Set delivery date
7. Add note explaining custom order

Use Case 5: Tag for Follow-Up

Goal: Mark customer for later follow-up

Steps:

1. Open Customer Detail page
2. Scroll to Customer Tags section
3. Click "Add Tag"
4. Type "Requires Follow-up" or create new tag
5. Add note with reminder date
6. Set calendar reminder for follow-up date

Later:

• Filter customers by "Requires Follow-up" tag
• Review and complete follow-ups
• Remove tag when resolved

Use Case 6: Manage Recurring Items

Goal: Customer wants to change recurring products

Steps:

1. Open Customer Detail page
2. Scroll to Recurring Items section
3. Review current recurring items
4. To remove: Click delete icon, confirm
5. To add: Use Future Cart, mark as recurring
6. To edit: Click edit icon, adjust quantity/frequency
7. Add note documenting changes

Use Case 7: Research Customer History

Goal: Understand customer's account history before calling

Steps:

1. Open Customer Detail page
2. Review Stats (orders, lifetime value, balance)
3. Check recent orders for patterns
4. Review notes for past interactions
5. Check cancellation history if applicable
6. Review recurring items
7. Check tags for any special classifications

Now prepared to have informed conversation with customer

Use Case 8: Win-Back Cancelled Customer

Goal: Re-engage cancelled customer

Steps:

1. Search cancelled customers list
2. Open Customer Detail page
3. Review cancellation reason in Cancellation History
4. Check last order date and products
5. Draft personalized win-back offer
6. Send email via email modal or email system
7. Add note documenting outreach
8. Set reminder to follow up in 1 week

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Troubleshooting

Cannot Create Order

Symptoms:

• "Create an order" button doesn't work
• Error message appears
• Redirected to order list

Solutions:

1. Check if customer has active subscription
2. Verify customer has valid delivery address
3. Check if customer already has open order for current week
4. Ensure customer status is "Active" not "Cancelled"
5. Verify route assignments are configured

Common Causes:

• Customer already has order for this week
• No subscription set up
• Invalid delivery address

Customer Information Won't Save

Symptoms:

• Changes revert after clicking save
• No confirmation message appears
• Fields reset to original values

Check:

1. Verify you have permission to edit customers
2. Check browser console for JavaScript errors
3. Try refreshing page and re-entering changes
4. Check for required fields (first name, last name, email)
5. Verify email address format is valid

If Problem Persists: Contact system administrator with customer ID

Payment Method Not Updating

Symptoms:

• Payment modal saves but shows old method
• Payment profile ID doesn't save

Solutions:

1. Verify payment profile ID format is correct
2. Check payment gateway integration is active
3. Try manually entering profile ID instead of auto-fetch
4. Refresh page and check again
5. Check if customer has multiple payment profiles in gateway

Future Cart Shows Old Prices

Symptoms:

• Prices in Future Cart don't match current product prices

Explanation:

• Future Cart saves price at time item was added
• Current price shown for comparison
• Arrows indicate price increase ↑ or decrease ↓

This is normal behavior - helps track price changes

Notes Not Displaying

Symptoms:

• Note section is empty
• Notes save but don't appear

Check:

1. Try clicking "Show All Notes" if available
2. Check note type filter settings
3. Refresh page
4. Verify notes were actually saved (check database if admin)

Common Causes:

• Date filter applied
• Note type filter active
• Browser cache issue

Tags Won't Add

Symptoms:

• Tag selection doesn't work
• Tag disappears after adding

Solutions:

1. Try typing full tag name instead of selecting dropdown
2. Create tag as new if not finding existing
3. Check for special characters in tag name
4. Refresh page and try again

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Related Pages

• Customers - Main customer search page
• Customer Orders - Filtered view of this customer's orders
• Customer Email Log - Email communication history
• Customer Activity Log - Complete audit trail
• Orders - Order management page
• Email Templates - Email template management

Typical Workflow:

1. Search for customer on Customers page
2. Click customer name to open Customer Detail
3. Perform needed actions (add note, create order, etc.)
4. Click order ID to view/edit specific order
5. Return to Customer Detail or search for next customer

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Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

• Customer Service: View, edit customer info, create orders, add notes, manage tags
• Manager: All Customer Service + manage payments, advanced settings, delete notes
• Administrator: All Manager + delete customers, edit integrations, access all tools
• Kiva Admin: All features + technical tools, integration testing, debugging

Restricted Features:

• Delete Customer: Requires Administrator or Kiva Admin
• Kiva Admin Tools: Requires Kiva Admin access only
• Integration Settings: Requires Administrator or higher
• Payment Adjustments: May require Manager approval per company policy

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Best Practices

Daily Operations

1. Always add notes when making changes or communicating with customer
2. Verify customer identity before making account changes
3. Check existing orders before creating new order
4. Review payment status before processing credits/refunds
5. Use tags to organize and track customer segments

Customer Communication

1. Log all phone calls with note type "Phone"
2. Document email conversations with note type "Email"
3. Set reminders for promised follow-ups
4. Be specific in notes - future you (or colleagues) will thank you
5. Use private delivery instructions for internal info only

Data Management

1. Keep delivery address current - verify before creating orders
2. Update payment methods when customer reports issues
3. Check for duplicate accounts using "Possible Other Accounts"
4. Maintain accurate tags - remove outdated tags
5. Document cancellations with specific reason and notes

Order Management

1. Review existing orders before creating new one
2. Check future cart before creating manual order
3. Verify recurring items match customer expectations
4. Add order notes explaining custom changes
5. Confirm delivery date before finalizing order

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Recent Updates

February 2026:

• Added expand/collapse all sections feature
• Improved Future Cart price change indicators
• Enhanced reminder recurring functionality
• Updated payment modal interface

January 2026:

• Added customer favorites tracking
• Improved note search and filtering
• Enhanced duplicate account detection
• Added bulk Future Cart actions

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Quick Reference Card

Task	Action/Location
Add customer note	Click "Add Note" button in Notes section
Create new order	Click "Create an order" button in Orders section
View order history	Scroll to Orders section, click order ID
Add account credit	Stats section > Payment method > Add Credit
Change delivery address	Name & Account section > Update shipping fields
Add customer tag	Scroll to Customer Tags > Click "Add Tag"
View future cart	Orders section > Click "Future Cart" button
Set reminder	Add note with Calendar type, set date
Edit recurring items	Scroll to Recurring Items > Click edit icon
Log in as customer	Click "Log in as Customer" button in header
Record cancellation	Scroll to Cancellation History > Create Cancellation
Update payment method	Stats section > Click payment method link

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FAQs

Can I create multiple orders for one customer in the same week?

Yes, but the system will warn you if an order already exists. This is helpful for adding a second order (like a gift) but be careful not to accidentally duplicate orders.

What's the difference between "Add Credit" and "Change Balance"?

• Add Credit adds to the current balance (e.g., $50 balance + $10 credit = $60 balance)
• Change Balance sets the balance to a specific amount (e.g., change balance to $25 regardless of current amount)

How do I know if a customer has unpaid orders?

Check the Pending Payments stat in the sidebar. If it's a negative number (red), the customer owes money. Click it to see which orders are unpaid.

Can I undo a note deletion?

Yes! Deleted notes can be restored. Look for "Show Deleted Notes" or similar option, then click "Undelete" on the note.

What happens when I "Log in as Customer"?

You'll see the website exactly as the customer sees it. You'll be logged into their account. This helps troubleshoot issues they're experiencing. Click "Return to Admin" to get back to admin panel.

How often should I add notes?

Always add a note when:

• Customer calls or emails
• You make changes to their account
• You process a refund or credit
• You create a custom order
• You set a reminder for follow-up

What does "Generate Alert on Next Order" do?

It flags the next order so it gets special attention during packing. Use it for customers with special requests, quality issues, or who need extra care. The flag clears automatically after the next order.

Can customers see the notes I add?

No, all notes are admin-only. Customers cannot see notes. However, they can see "Special Instructions" in the delivery section.

What's the difference between Private and Special delivery instructions?

• Private Delivery Instructions: Admin and drivers only (gate codes, special handling)
• Special Instructions: Customer can see this on their account and on labels

How do I handle a customer who wants to pause their subscription?

Instead of cancelling, you can:

1. Remove all recurring items temporarily
2. Use "Pause Until" feature (if available)
3. Add tag "Paused" for tracking
4. Set reminder for when to resume

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End of Documentation

For additional help, contact your system administrator or Kiva Logic support.