Customer Lookup

Cashier Manager Admin

Before you can attach a customer to a sale -- for loyalty points, store credits, purchase history, or compliance tracking -- you need to find them in the system. Brother POS provides several ways to look up customers directly from the POS register without leaving the sales screen.

---

Why Attach a Customer?

Attaching a customer to a sale unlocks several features:

Feature	Benefit
Loyalty points	Customer earns points on the purchase automatically
Tier discounts	Tier-specific discounts are applied to the sale
Store credits	Customer can redeem available store credit balances
Purchase history	The sale appears in the customer's history for future reference
Compliance tracking	Daily purchase limits are enforced per customer (cannabis stores)
Rewards redemption	Customer can redeem available loyalty rewards

Not every sale needs a customer

Attaching a customer is optional. If a customer does not want to provide their information or does not have an account, you can complete the sale without one. The sale will be recorded as a walk-in transaction.

---

Opening the Customer Panel

There are several ways to open the customer lookup panel on the POS register:

1. Tap the Customer button in the cart area. This is typically displayed as "Add Customer" or a person icon near the top of the cart.
2. Scan a customer barcode using your barcode scanner. If the scanned code matches a customer code (format C#####, e.g., C10001), Brother POS will automatically look up and attach the customer.
3. Swipe a loyalty card using a magnetic stripe reader. The system strips mag stripe formatting characters and looks up the card number.

---

Searching for a Customer

Once the customer panel is open, you will see a search field at the top. You can search by any of the following:

By Name

Type all or part of the customer's name. The search is case-insensitive and matches partial names.

Examples:

• Typing john will match "John Smith", "Johnny Walker", and "Johnson Lee"
• Typing smith will match "John Smith" and "Sarah Smithson"

By Phone Number

Type all or part of the customer's phone number. You can include or omit formatting characters -- the system handles both.

Examples:

• 3065551234 matches "(306) 555-1234"
• 555-1234 matches any customer with those digits in their phone number
• 306 matches all customers with 306 area codes

By Email

Type all or part of the customer's email address.

Examples:

• john@example.com finds an exact email match
• example.com matches all customers with that email domain

By Customer Code

Type the customer's unique code (format C#####). Customer codes are printed on loyalty card labels and can also be scanned as barcodes.

Examples:

• C10001 finds the customer with that specific code
• 10001 also works -- the system recognizes the numeric portion

By Loyalty Card Number

If your store uses physical loyalty cards with magnetic stripes, you can type the card number directly. This is the same number that a mag stripe reader would send.

---

Reading the Search Results

Search results appear as a list below the search field. Each result shows:

• Customer name (or "Customer C#####" for unnamed customers)
• Customer code (e.g., C10001)
• Loyalty card number (if on file)
• Email or phone (if on file)
• Purchase count and total spent

Detailed information like loyalty points, tier, and store credit balance are shown in the Customer Details modal after selecting a customer.

Results are sorted by most recent activity, so regular customers tend to appear near the top.

No results?

If your search returns no results, double-check the spelling or try a different search field. If the customer is genuinely new, you can create them inline -- see Creating Customers.

---

Attaching a Customer to the Sale

1. Find the customer using any of the search methods described above.
2. Tap the customer's name in the search results.
3. The customer is now attached to the current sale. You will see their name displayed in the cart area, along with their loyalty points balance and tier badge.

Once attached, several things happen automatically:

• Tier discount is applied to the sale if the customer's loyalty tier includes a discount percentage.
• Available store credits become visible and can be applied to the payment.
• Available rewards become visible and can be redeemed during checkout.
• Compliance limits are checked (for cannabis stores) to ensure the customer has not exceeded their daily purchase limit.

---

Viewing Customer Details

After attaching a customer, you can tap their name or the info icon to view additional details without leaving the sale:

• Loyalty points -- Current balance and tier status
• Store credit -- Total available credit across all active credits
• Recent purchases -- The last 5 completed transactions, including items, totals, and dates
• Customer code -- Their unique code for barcode scanning or loyalty card printing

This is useful for verifying identity ("When was your last purchase?") or checking available balances before applying discounts or credits.

---

Removing a Customer from the Sale

If you attached the wrong customer or the customer decides they do not want to use their account:

1. Tap the customer name in the cart area.
2. Tap "Remove Customer" or the X icon next to their name.

The sale reverts to a walk-in transaction. Any tier discounts that were automatically applied will be removed.

Removing a customer removes their discounts

If a loyalty tier discount was applied when the customer was attached, removing the customer will also remove that discount. Make sure to inform the customer before proceeding.

---

Barcode and Card Scanning

Customer Code Barcodes

Every customer has a unique code in the format C##### (e.g., C10001). This code can be:

• Printed as a barcode label using the label printer (from the admin panel or POS)
• Scanned with any USB barcode scanner to instantly attach the customer
• Typed manually if the barcode is damaged or unreadable

When a customer code barcode is scanned, Brother POS recognizes the C##### pattern and performs an instant lookup. If the customer is found, they are attached to the sale immediately -- no search screen needed.

Loyalty Card Swipe

If your store uses physical loyalty cards with magnetic stripes:

1. Swipe the card through the mag stripe reader at any time during a sale.
2. Brother POS reads the card number from the swipe and looks up the customer automatically.
3. If found, the customer is attached to the sale instantly.

Printing loyalty cards

You can print barcode labels for customers from the POS by tapping the customer's profile and selecting Print Card. This generates a label with their customer code as a scannable barcode. A label printer must be configured in your store.

---

Troubleshooting

Problem	Solution
Search returns too many results	Use a more specific search term. Try the full phone number or email instead of a partial name.
Customer not found but they say they have an account	Check for typos. Try searching by phone number instead of name. The customer may have been registered under a different name or email.
Barcode scan does not find the customer	Verify the barcode is a customer code (starts with C). Product barcodes will not match customer records.
Loyalty card swipe not working	Make sure the mag stripe reader is connected and recognized by the browser. Try typing the card number manually to confirm the customer record exists.
Customer shows 0 points but claims to have points	The customer may have an account at a different store location. Points are store-specific.

---

What's Next?

• Creating Customers -- Create a new customer inline during a sale.
• Loyalty Points & Tiers -- View points, tier status, and earn points at checkout.
• Store Credits -- Apply store credits to a sale at checkout.