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Customer Lookup

Find Customer information, card status, and visit history quickly.

What is Customer Lookup?​

Customer Lookup allows you to:

  • Find Customers by phone, email, or card code
  • Check card status and tier level
  • View visit history
  • Verify ticket validity
  • Check for fraud alerts

Who Can Use Customer Lookup?​

Role-Based Access:

  • Org Admins: See all Customers across all locations
  • Location Admins: See Customers who visited their assigned locations
  • Staff (kiosk modes): Basic lookup for operational needs at the hostess, bar, or sign-up station

How to Look Up a Customer​

Step 1: Access Customer Lookup​

  1. Log in to the portal
  2. Click Customers in the navigation menu, OR
  3. Use the "Customer Lookup" option inside any Staff kiosk mode (Hostess, Bar, Sign-Up, All)

Step 2: Enter Search Criteria​

You can search by:

  • Phone number (e.g., 555-123-4567)
  • Email address (e.g., john@example.com)
  • Card code (e.g., ABCD1234)
  • Name (first or last name)

Step 3: Review Results​

The system displays:

Customer: John Smith
Email: john@example.com
Phone: (555) 123-4567
Card Status: ACTIVE
Card Tier: Gold VIP
Customer Since: Jan 15, 2026
Last Visit: Feb 16, 2026
Total Visits: 23

Customer Details​

Card Status Indicators​

  • ACTIVE: Card is valid and working
  • SUSPENDED: Card temporarily disabled (payment issues, rule violations)
  • REVOKED: Card permanently removed (fraud, banned Customer)
  • EXPIRED_INACTIVITY: Card expired due to 6+ months of no activity

Card Tier Information​

Each tier shows:

  • Tier name (Sapphire/Gold/Platinum)
  • Discount percentage
  • Special perks included
  • Issue date

Visit History​

Recent visits display:

  • Date and time
  • Location visited
  • Ticket issued (yes/no)
  • Ticket redeemed (yes/no)

Common Lookup Scenarios​

Scenario 1: Customer Lost Their Ticket​

Customer says: "I lost my ticket but I was here earlier."

What to do:

  1. Look up the Customer by phone or email
  2. Check visit history for tonight's date
  3. If entry recorded:
    • Click "View Ticket"
    • Shows ticket code and status
    • If not yet redeemed, can process redemption
  4. If no entry found:
    • Direct the Customer back to door for entry scan

Scenario 2: Customer Claims Wrong Discount​

Customer says: "I'm supposed to get 30% off but you said 20%."

What to do:

  1. Look up the Customer's card details
  2. Verify current tier level
  3. Confirm discount percentage on screen
  4. If the Customer recently upgraded:
    • Card may not reflect change yet
    • Call manager to verify and override if needed

Scenario 3: Customer Forgot Their Card​

Customer says: "I don't have my phone but I'm a VIP Customer."

What to do:

  1. Look up by phone number or email
  2. Verify identity (ask for ID if needed)
  3. If card is ACTIVE:
    • Manually process entry scan using the card code shown
    • Issue ticket normally
  4. Make note in system for audit

Scenario 4: Multiple Cards Found​

Search results show two cards for same person.

What to do:

  • Only ONE card can be ACTIVE at a time
  • Older cards will show REVOKED or SUSPENDED
  • Use the ACTIVE card
  • If multiple ACTIVE cards appear, contact support (data issue)

Advanced Features​

Filtering Results​

Available filters:

  • By location: Show only Customers at specific location
  • By tier: Filter by Sapphire/Gold/Platinum
  • By status: Show only active, suspended, or expired cards
  • By date range: Visits within specific timeframe

Export Customer Data​

Org Admins can export:

  1. Click "Export" button
  2. Select format (CSV or Excel)
  3. Choose date range
  4. Download file

Data includes:

  • Customer name and contact info
  • Card tier and status
  • Visit count and dates
  • Redemption history

Fraud Indicators​

Fraud Alerts in Customer Profile​

If you see Fraud Alert warning:

Fraud Alert
5 invalid scan attempts in last 7 days
3 tickets from different locations redeemed tonight

What to do:

  1. Do NOT process any transactions
  2. Call a manager immediately
  3. Manager reviews fraud details
  4. Manager decides whether to allow or deny

Common Fraud Patterns​

Multiple failed scan attempts

  • Customer repeatedly using invalid codes
  • May have stolen card code

Impossible redemptions

  • Same ticket redeemed at multiple locations simultaneously
  • System error or fraudulent activity

Rapid account changes

  • Card issued, suspended, reissued multiple times
  • Possible payment fraud

Privacy & Security​

What You Should NOT Do​

Don't share Customer information

  • Customer data is confidential
  • Only use for operational purposes
  • Never give info to other Customers

Don't look up Customers without business reason

  • All lookups are logged
  • Management reviews audit logs
  • Unauthorized lookups may result in discipline

Don't modify Customer data without authorization

  • Only managers can edit Customer records
  • Fraud alerts can only be cleared by management

What is Logged​

Every lookup records:

  • Who performed the lookup
  • When it happened
  • What information was accessed
  • Why (if notes provided)

Tips for Efficient Lookup​

Use the most specific search

  • Phone number is fastest (unique)
  • Names may return multiple results
  • Card codes are exact matches

Verify Customer identity

  • Match name to ID if suspicious
  • Confirm phone number verbally
  • Check photo ID for high-value transactions

Keep notes for unusual situations

  • Add note to Customer record if needed
  • Helps other staff with future interactions
  • Manager can review notes later

Troubleshooting​

Search Returns No Results​

Possible reasons:

  1. Customer never enrolled
  2. Wrong phone number/email format
  3. Customer used different location
  4. Typo in search term

What to do:

  • Try alternate search method (email vs phone)
  • Check spelling carefully
  • Ask the Customer for enrollment confirmation
  • If truly not found, direct them to a Sign-Up Scanner station for enrollment

Search Returns Too Many Results​

When searching by name:

  • Use full name: "John Smith" not "John"
  • Add location filter
  • Try phone number instead

Customer Data Looks Wrong​

Examples:

  • Wrong card tier shown
  • Status doesn't match reality
  • Visit history missing entries

What to do:

  1. Note the issue
  2. Call manager or support
  3. Manager can investigate and correct
  4. Don't try to fix data yourself