Customer directory
Use Customers → Customer directory to find a customer and review the information available for your selected store. Check the store and mode first; results are limited to that store and mode.
Owners and Admins can open the directory. Staff need Customer support. Reading masked saved-payment details also requires the Reports permission group for Staff. Reports is included in the Reports viewer preset; you can keep an existing Customer support preset and add Reports under additional permissions. Switching presets can remove Customer support. These permissions allow inspection; the directory has no profile-edit, account-recovery or customer-merge controls. See Team & permissions.
Find a customer
- Enter the customer's stored name or email in Search name or email.
- Use Account status to narrow to Guest / unverified or Registered if needed. Leave it on Any status when you are unsure.
- Check Archive posture. Active only is the default; choose Active and archived when looking for an older customer.
- Choose Apply filters, then open the customer's name in the results.
Search matches current profile names and email addresses. It does not search phone numbers or names captured only on past orders. Try the email if a name does not find the expected customer.
Use Sort for Newest created, Canonical name A–Z or Latest activity. Created and last-activity date filters use UTC calendar days. Activity filters exclude customers with no known linked activity, so clear those dates when searching for someone who may not have ordered.
Use Domain presence to find customers with linked records in a listed domain. A restricted choice is not an empty result.
Next page continues through results; First page returns to the start. The count is for the current page. Clear removes the filters.
Read the profile and saved details
On the customer page, compare the information in each section:
| Section | What it tells you |
|---|---|
| Canonical directory fields | Current profile name, email, phone, verification and archive information. Not set means that profile field is absent. |
| Reusable saved addresses | Saved address-book entries. Recipient names and phones belong to those addresses and can differ from the profile. |
| Masked saved payment methods | Recorded card metadata for the current charging account. Provider freshness not checked means it is not a live check of the card provider. |
| Order-derived identity variants | Names, phones and addresses captured on linked past orders. These are historical snapshots, not changes to the current profile. |
Guest / unverified describes verification status; that customer can still have a stored name and phone. Registered does not guarantee every profile field is filled in. Several historical names or addresses do not mean several customer accounts were created.
Saved-card brand, expiry and last four are support context. They do not prove identity or authorize account recovery, card changes or payments. Use the appropriate Sales payment workflow for money actions.
Find the related sale
The directory summarizes relationships; it is not a complete order ledger. To inspect a sale behind an Order-derived identity variants entry:
- Note its Source reference. This is plain text, not an order link.
- Open Sales → All sales and enter that reference in Search.
- Choose Apply, open the matching record, and verify the customer and transaction before acting.
You can also use the Customer picker in Sales to select that customer and apply the filter. See Sales records & statuses.
Older orders may have no customer association and therefore may be missing from this view. Matching email text alone does not add them to the linked history. An empty snapshot section or No accepted orders yet does not prove that the person has never bought from your store.
Understand counts and missing information
Check Data access in this view and the notices beside each section:
- Restricted means your access does not include that information. It may exist; ask someone who manages team permissions to check your access.
- Unavailable means this view cannot provide the information. It is not a zero count or confirmation that no history exists.
- A count marked at least is a lower bound.
- Truncated means more entries exist. Completeness unknown means the view has not established whether the full set is shown.
Commerce records includes linked non-draft quotes and invoices as well as orders. The overall count and the counts for each type are bounded separately; they are not a customer's purchase count.
Payment reconciliation shows completed cartonium ledger movements linked to this customer, with currencies kept separate. It is not lifetime value or an all-time sales total. Check the actual Sales record when resolving a payment.
If the customer or history is missing
Confirm the store and mode, use Clear, try the email, and include archived customers. If pagination is stale, choose Return to first page. A denied view or a failed load is different from an empty directory; follow the displayed message and refresh or sign in again as directed.
If profile details need correction or records appear duplicated, contact cartonium support with the relevant customer and Sales references. This directory does not offer edit, merge, archive/restore or account-access actions.
Related
- Sales records & statuses
- Recording payments & refunds
- Choose checkout & customer accounts — where shoppers sign in
- Team & permissions