Managing Customer Accounts

You can manage customer accounts using the following tasks:

If you want to... Then do the following...

Navigate to the customer’s information hub.

  1. In Reporting and Analytics, click Manage Existing Accounts in the iCare Account Administration portlet. If you cannot find the link, contact your system administrator.

  2. Enter the account number of the customer you want to view or modify, and then click Manage.

    If you do not know the account number, click Find Account Number, use the search filters to find the customer, and then click Manage.

Make changes to the customer profile.

  1. In the customer’s information hub, click Edit Account Information.

  2. Make changes to the customer profile, and then click Save.

Make changes to the customer’s social media information.
You cannot add customer social media information without receiving explicit permission.

  1. In the customer’s information hub, click Edit SM Accounts.

  2. Make changes to the customer’s social media account links, and then click Save.

Add or view manager notes about the customer.

  1. In the customer’s information hub, click View Customer Notes.

  2. To add notes, click Add, select a preconfigured category for the note, and enter the note, and then click Save.

Transfer an account.
Account transfers let customers maintain their data across different cards, such as when they lose their card or replace it for any reason.

  1. In the customer’s information hub, click the account number.

  2. Enter the new account (card) number, enter a reason in the Description, and then click Transfer Account.

Issue a request to replace the customer’s card.

  1. In the customer’s information hub, click Replace Card.

  2. Verify that a request for a replacement is not already pending, and then click Replace Card.

  3. After receiving the new card, the customer should have their account transferred to the new card number.

Change the customer’s loyalty program level.

  1. In the customer’s information hub, click the program level name in the Program Level column.

  2. Select the new program level, select the location, and then click Change Program Level.

Close or reopen the customer’s account.

  1. In the customer’s information hub, click the status in the Status column.

  2. Select the location, enter a description for the status change, and then click the button. Gift and Loyalty automatically changes this button depending on the current status of the account.

Review changes to the customer profile by the customer in myicard.net.

  1. In Reporting and Analytics, click Review Customer Changes in the iCare Account Administration portlet. If you cannot find the link, contact your system administrator.

  2. Select the customer that made changes, and then click Review.

  3. Review the changes, and then click Approve or Discard.

Unlock account.

  1. In Reporting and Analytics, find the customer’s account.

  2. In the customer’s information hub, click Unlock Account.

Parent topic: Customer Account Administration