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Customer Lookup

Cashier Manager Admin

Use this page to find a customer at the register and put them on the sale, so they earn points and can use their rewards or store credit.

Quick steps​

  1. On the sale screen, scan or swipe their loyalty card. If the card is on file, the customer is attached right away. You don't need to tap a search box first.
  2. No card? Tap the customer search box in the cart (Search by name, code, email, phone, or swipe card...) and type at least two characters of their name, phone number, email or customer code.
  3. Tap their name in the list. It now shows at the top of the cart.
  4. To see their points, rewards, store credit and recent orders, tap the i button next to their name.
  5. Wrong person? Tap the X next to their name to take them off the sale.

Common questions​

The customer isn't found. Try their phone number instead of their name — names get spelled many ways. If they're truly new, tap Create New Customer. See Creating Customers.

The search says "More than one customer uses C10001." Two people share that code from before your stores shared customers. Ask the customer's name and tap the right one.

Some results say "From [store name]". That customer shops at one of your other stores. Tap them and their account and points come over to your store.

Does a sale need a customer? No. Walk-in sales without a customer are normal.

I removed the customer and their discount disappeared. Tier discounts, rewards and points cash-outs belong to the customer, so they come off with them. Attach the customer again: their tier discount comes back by itself, but a reward or points cash-out has to be applied again.

More detail: why attach a customer

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:

FeatureBenefit
Loyalty pointsCustomer earns points on the purchase automatically
Tier discountsTier-specific discounts are applied to the sale
Store creditsCustomer can pay with their store credit balance
Purchase historyThe sale appears in the customer's history for future reference
Compliance trackingDaily purchase limits are tracked per customer (cannabis stores). If your stores share customers, the limit counts what they bought at all of them that day.
Rewards redemptionCustomer 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.

Ways to Find a Customer​

There are several ways to find and attach a customer on the POS register:

  1. Use the customer search at the top of the cart. The box reads "Search by name, code, email, phone, or swipe card...".
  2. Scan the barcode on their loyalty card on the sale screen. You don't need to tap into a search box first. If the scanned code is a customer code (format C#####, e.g., C10001), Brother POS looks up the customer and attaches them automatically.
  3. Swipe a loyalty card through a magnetic stripe reader. The system strips the card's formatting characters and looks up the card number.
More detail: searching, and RezWeed cards

Searching for a Customer​

Type at least 2 characters into the customer search. 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. If you type 7 or more digits, formatting characters don't matter.

Examples:

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

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 search matches part of a code

By Loyalty Card Number​

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

Searching while offline

The register keeps a copy of your customers so lookups work without internet. That offline copy can be searched by name, email and phone. Searching by code or card number needs a connection.

By RezWeed Loyalty Card​

Some customers carry a RezWeed loyalty card in their phone's wallet. It has a QR code and a five-character member code.

Scanning the card is the quick way: the QR code identifies itself as a RezWeed card, so the customer comes up from the ordinary search. A card issued before September 2026 has an older QR code that doesn't identify itself, so scanning it won't find anyone — use the button below instead, or ask the customer to refresh the card in their wallet.

Typing the code works too, but takes one extra tap. Type the five characters and a Look up RezWeed card ABC12 button appears under the search box — tap it to ask RezWeed. The button shows Checking RezWeed… while it works.

Why the extra tap

Plenty of ordinary names — "sarah", "james", "betty" — happen to fit the five-character code alphabet. Asking RezWeed about every one of them would slow the search down for everybody, so a typed code only goes to RezWeed when you ask it to.

Either way:

  • If the card is already linked to one of your customers, they come up right away.
  • If the code isn't linked to anyone yet, Brother POS asks RezWeed who the card belongs to and links it. It uses an existing customer with the same phone number or email if there is one, so a regular doesn't end up with a second account. Otherwise it creates a new customer.
  • If there's no such card, you see No RezWeed card with code ABC12. Check the characters and try again. A code RezWeed doesn't recognise is remembered for about ten minutes, so trying the same wrong code straight away gives the same answer without asking RezWeed again.
  • If RezWeed can't be reached, you see Could not reach RezWeed — try again. Look the customer up by phone number instead.

The customer's points are always the points they have at your store. See RezWeed Overview.

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)
  • Phone and email (whichever are on file)
  • Purchase count and total spent (if they have bought something before)

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

No results?

If your search returns no results, double-check the spelling or try a different search field. If the customer is genuinely new, tap Create New Customer (shown if your role has Create Customers or Manage Loyalty; cashiers have Create Customers unless your store turns it off) — see Creating Customers.

Customers From Your Other Stores​

If your store shares customers with the owner's other stores, the results also include people who have only shopped at one of those stores. They're marked From [store name]. Tap them as usual: their account is brought over to your store with their points, and they're attached to the sale. From then on they come up like any of your own customers.

This needs an internet connection. When the register is offline, only your own store's customers come up.

More detail: attaching, viewing and removing a customer

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. The customer box at the top of the cart shows their name, customer code, loyalty card number, and their phone and email.

Once attached, several things happen automatically:

  • Tier discount is applied to the sale if the customer's loyalty tier includes a discount percentage.
  • Store credit can be used as a payment method (if your store has it turned on).
  • Available rewards can be redeemed during checkout.
  • Compliance limits are shown in Customer Details (for cannabis stores), so you can see how much the customer has already bought today.

Viewing Customer Details​

After attaching a customer, tap the i (info) button beside their name in the cart to open Customer Details without leaving the sale:

  • Loyalty status — Points balance, tier and available rewards. Tap a reward marked Tap to redeem to put it on the current sale.
  • Store credit — Their current store credit balance (if your store has store credit turned on)
  • Recent Orders — Their last 5 completed sales, with items, totals and dates
  • Customer code — Their unique code for barcode scanning or loyalty card printing
  • Notes — Free-text notes about the customer (preferences, follow-ups, reminders)
  • Daily Purchase Limit (cannabis stores that enforce the daily limit) — Grams bought today and how much is left, or Limit reached. A sale you just finished counts straight away, even if the register is offline.

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

Customer Notes​

Customer Details shows any Notes saved for the customer — product preferences, a follow-up to remember, or a heads-up for the next cashier. Notes entered here at the POS are the same notes that appear in the admin customer list, so the whole team stays on the same page.

To view or edit notes:

  1. Attach the customer and open Customer Details (tap the i button beside their name).
  2. Existing notes are shown with a sticky-note icon.
  3. Tap Edit (in Contact Information) to change contact details and notes together, type into the Notes box, and tap Save. The Edit button only shows if you have the Manage Loyalty permission.
Notes work offline

If the register loses its connection, you can still edit a customer's notes. The change is saved on the device and syncs to the server automatically once you're back online — you'll see a "Saved offline — will sync when back online" confirmation.

Removing a Customer from the Sale​

If you attached the wrong customer or the customer decides they do not want to use their account, tap the X beside the customer's name in the cart.

The sale continues without a customer. Any tier discount that was automatically applied is removed, and so is any loyalty reward or points cash-out, since those are paid for out of that customer's points. Switching to a different customer removes them too.

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.

More detail: card and barcode scanning

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 a USB barcode scanner to instantly attach the customer
  • Typed manually if the barcode is damaged or unreadable

When a customer code barcode is scanned on the sale screen, Brother POS recognizes the C##### pattern and looks the customer up. It works whether or not a search box is selected. If the customer is found, they are attached to the sale immediately — no search screen needed.

If your store shares customers with the owner's other stores, a card from any of those stores works here too.

When One Code Belongs to Two People​

Before your stores started sharing customers, each store numbered its own customers from C10001, so the same code can belong to a different person at each store. When you scan one of those codes, the customer search opens with the message "More than one customer uses C10001. Which one is it?" and lists each person. Anyone who hasn't shopped at your store yet is marked From [store name]. Ask the customer their name and tap the right one.

The store owner can fix these for good by giving the other people new codes. See Sharing customers across your stores.

Loyalty Card Swipe​

If your store uses physical loyalty cards with magnetic stripes:

  1. Swipe the card through the mag stripe reader while you're on the sale screen.
  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. If not, a message tells you the card wasn't found.

If you swipe the card into the customer search box instead, an unknown card opens the new-customer form with the card number filled in (if you're allowed to create customers).

Printing loyalty cards

You can print a loyalty card label from the POS: open Customer Details and tap Print Loyalty Card. This generates a label with their customer code as a scannable barcode. A label printer must be configured in your store. The button only shows if you have the Manage Loyalty permission.

Scanning a Loyalty Card with the Camera​

If your store runs the Brother POS iPad or Android app and an admin has turned on Enable Camera Scanning (Settings → Hardware & System → Camera Barcode Scanning), a small camera button appears in the customer search field. This lets you read a loyalty card's barcode with the tablet's camera — no mag stripe reader or hardware scanner needed.

  1. Tap the camera button next to the customer search field.
  2. Point the camera at the card's barcode (grant camera permission the first time).
  3. Brother POS reads the card number and does one of two things:
    • Card found — the matching customer is attached to the sale instantly.
    • Card not found — the new-customer form opens with the scanned card number already filled in, so you can create the customer and keep the card attached in one step. Without the Create Customers (or Manage Loyalty) permission, you see Loyalty card not found instead.

This is the same "look up, or create with the card" behavior as a mag stripe swipe — the camera is just another way to read the card.

A RezWeed card is the exception: its QR code says so, and scanning it puts the code into the customer search, which finds the shopper it belongs to. See By RezWeed Loyalty Card.

Native app only

The camera button appears only in the Brother POS iPad/Android app, not the web version. It's especially useful when bringing loyalty cards over from a previous system — scan the old card, and if it isn't on file yet, create the customer with it attached on the spot.

More detail: troubleshooting

Troubleshooting​

ProblemSolution
Search returns too many resultsUse 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 accountCheck 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 customerVerify the barcode is a customer code (starts with C). Product barcodes will not match customer records.
Loyalty card swipe not workingMake 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 pointsThe customer may have an account at a different store location. Unless your stores share customers, points stay at the store where they were earned.
Customer from another location doesn't come upYour stores may not share customers, or the register is offline. People from sharing stores only appear in search results when the register is online.

What's Next?​