Users

What it does

Users are the people who sign in to your B2B Store. Open a user to check or change their details and manage their sign-in credentials.

These are storefront sign-in accounts. The customer record behind each one, used by segments, campaigns and automated messages, lives in CRM → Customers and is created automatically from the account's Customer ID. An open user shows a Customer link to it.

When to use it

Use it to set up a single new account, correct someone's contact or delivery details, give a customer a working password, block an account without deleting it, or check when a customer last signed in.

To add or change many accounts at once, upload a file instead - see Customer imports.

Steps

Find a user

1. Open eCommerce → Users.
2. Type into Search name, email, or ID.... The list narrows as you type and matches first name, last name, username, email and customer ID.
3. Select a first name to open the account.

Clear the search box to return to the full list.

Create a user

Only Username, and Password when you create the account, are required - leave anything else blank if you do not have it.

1. Open eCommerce → Users and select Create User.
2. In Customer Info, enter the Customer ID used by your other feeds, plus the First Name and Last Name. The Customer ID can use letters, numbers, hyphens, underscores and ampersands, up to 36 characters.
3. In Contact Details, enter the Email and the Phone. The phone number must be digits only: Use E.164 digits only, without the + symbol.
4. In Addresses, enter one delivery address per line, up to 500 characters each. These are the addresses the customer can choose between at checkout.
5. In Checkout Notice, write any message this customer should see at checkout. Use the Bold, Italic, Bulleted list, Numbered list and Link buttons above the box, and switch to the Preview tab to check the result. Edit returns to the text.
6. In Store Access, enter the Username the customer will sign in with and a Password. Both are required when you create an account.
7. In Delivery & Collection, fill in Delivery Times and Collection Times if this customer picks a slot. See Delivery and collection times below.
8. In Status, tick Blocked only if the account should exist but not be usable.
9. Select Create User. The new user opens.

Edit a user

1. Open eCommerce → Users and select the user.
2. Select Edit, change what you need, then select Save Changes.
3. To change the password here, type one into New Password. Leave blank to keep the existing password.

Emptying a field clears that value on the account, except New Password, which keeps the existing password, and Username, which cannot be left blank. Emptying Addresses leaves the customer with no saved delivery address.

Show or reset a password

1. Open the customer and find the Store Access card.
2. Select Show password (the eye button beside the password) to show the current password, then Copy to put it on your clipboard. Select Hide password to hide it again.
3. To issue a new one, select Reset Password. The new password appears in the field and Password reset. Copy this new password now. is shown.

Passwords can be shown in full on this screen, so only reveal one when you need to give it to the customer.

What you'll see

The list shows 50 users a page with First Name, Last Name, Username, Email, Customer ID and Last Seen, most recently seen first. A count such as Showing 1–50 of 240 users sits above the table, reading Showing 1–3 of 3 users matching “smith” once you have searched, and when there is more than one page a second count appears below it with Previous and Next to move between pages. A dash means nothing is recorded, so a dash under Last Seen means the customer has never signed in.

An open account shows:

• Customer Info - Customer ID, the linked Customer in CRM (a dash until the account has a Customer ID and the next import or save), First Name and Last Name.
• Contact Details - Email and Phone, with the phone number tidied into its international form.
• Addresses - the saved delivery addresses, numbered, or No addresses recorded.
• Checkout Notice - the message this customer sees at checkout and on their order email, or No checkout notice set.
• Store Access - the Username, the hidden Password *, and Reset Password.
• Delivery & Collection - the Delivery Times and Collection Times this customer can choose a slot from.
• Status - Active, which is always Yes for the accounts shown here, a Blocked row reading Yes when the account is blocked, and the Created, Updated and Last Seen times in your company's time zone.

The heading is the customer's first and last name together, or their username when either name is missing. Underneath is their Customer ID, or their Username when no customer ID is set.

Only active storefront accounts appear here. Store super user accounts, and accounts a customer import has deactivated, are not listed - contact your onboarding manager if you need one of those changed.

If something goes wrong

Messages about saving appear under a Save failed heading at the top of the form.

• "FTP enabled" and Create User and Edit are greyed out: this store's customer details arrive automatically, so editing them by hand is switched off to stop the two disagreeing. Change the details at the source, or contact your onboarding manager.
• "A customer with this username already exists for this store.": usernames must be unique within your store. Search for the username first: if an account appears, edit that one; if nothing appears the username belongs to an account that is no longer active, so pick a different username or contact your onboarding manager.
• "Check the form and try again.": Username is required, Password is required when creating an account, Email must be a complete address, Phone must be digits only with no spaces, plus or brackets, and each address line must be 500 characters or fewer.
• "No eCommerce store linked to this company." or "No eCommerce store is linked to this company.": your company has no store attached yet. Contact your onboarding manager.
• "Customer ID can only contain letters, numbers, hyphens, underscores and ampersands, up to 36 characters.": correct the Customer ID, or clear it. Use the account code from your ERP, not a name or a note. An existing customer whose ID breaks this rule cannot be saved until the ID is fixed.
• "We couldn't save this customer. Please try again.": nothing was saved. Submit the form again; if it keeps failing, contact your onboarding manager.
• "This store customer could not be found.": the account was deactivated or removed while you had the form open. Go back to eCommerce → Users and search for it again.
• "You do not have access to edit this store.": your account cannot make changes to this store. Ask an administrator in your company, or contact your onboarding manager.
• "No store users found.": nothing matches your search. Clear Search name, email, or ID... and try a shorter term - the search matches first name, last name, username, email and customer ID only.
• "We couldn't load the password. Please try again." or "We couldn't reset the password. Please try again.": try again. The password is unchanged when a reset fails.
• "We couldn't copy the password. Please copy it manually.": your browser blocked the clipboard. Select the shown password and copy it by hand.
• A customer cannot sign in: check the username they are typing matches Username exactly, check Blocked is not ticked in Status, then reset the password and give them the new one.
• A customer is missing from the list: only active accounts are shown. If your store uses customer uploads, any account left out of the last file, including one you created here by hand, is removed from this list. Add it back and upload the complete file again - see Customer imports.
• The wrong prices or invoices appear for a customer: check their Customer ID matches the account code used in your other feeds exactly.

Delivery and collection times

Delivery Times and Collection Times hold the days and times this customer can choose from at checkout, and must be written in a set format: Delivery and Collection times must be formatted correctly. Please follow the link below, configure your dates there and then copy the generated text at the top of the screen to paste in the fields above. Select Create Fulfilment Times, set the days and times you want, then copy the generated text back into the field.

Leave both empty if this customer does not choose a slot.