Customer Management

The Customers page is your central hub for viewing, searching, and managing all customers in your fleet. This comprehensive guide covers everything from basic customer searches to detailed profile management and bulk operations.

Accessing the Customers Page

Navigate to Dashboard > Customers to access the customer management interface. The page displays all customers associated with your selected subaccount.

Page Overview

Header Section

The header displays:

• Page title: "Customers"
• Customer count: Total number of customers in the current subaccount
• Action buttons:
  • Bulk Wallet Processing: Process wallet credits for multiple customers at once
  • Import CSV: Bulk import customer data from CSV files

Summary Cards

Four summary cards provide a quick overview of your customer base:

Search and Filtering

Quick Search

The search bar allows real-time filtering by:

• Customer name
• Email address
• Phone number
• Customer number (unique identifier)

Simply type your search term and results filter instantly.

Status Tabs

Filter customers by their account status using the tab navigation:

Advanced Filters

Click the filter dropdowns to access additional filtering:

1. Region: Filter by geographic region (e.g., "Europe", "Florida")
2. Device OS: Filter by mobile platform ("All", "iOS", "Android")

View Modes

Desktop Table View

On larger screens, customers display in a detailed table with columns:

• Checkbox: For bulk selection
• Customer: Name, email, and status badge
• Customer Number: Unique identifier assigned at signup
• Wallet Balance: Current wallet credit amount
• Bonus: Current bonus amount
• Rides: Total number of completed rides
• Joined: Registration date
• Last Active: Most recent activity timestamp

Mobile Card View

On mobile devices, customers display as expandable cards showing:

• Customer name and email
• Quick stats (rides, wallet, bonus)
• Tap to view full profile

Customer Status Indicators

Customers may display various status badges:

Customer Detail Page

Click on any customer to access their detailed profile page. The detail page is organized into several sections:

General Information

Displays the customer's core account data:

• Name: Full name as registered
• Customer Number: System-assigned unique identifier
• Email: Contact email address
• Phone: Phone number (if provided)
• Device OS: Mobile platform (iOS/Android)
• Locale: Language/region preference
• Joined: Account creation date
• Last Active: Most recent app activity

Wallet & Balance Section

Shows the customer's financial status:

• Current Wallet Balance: Available credits in the wallet
• Bonus Balance: Promotional credits available
• Add Wallet Credit: Button to manually add funds
• View Wallet Activity: Link to detailed transaction history

Payment Methods

Lists the customer's saved payment methods:

• Credit/debit cards (brand, last 4 digits, expiry)
• Card status (active, expired)
• Default payment method indicator
• Verification status

Identity Verification Section

Displays identity verification status and details:

• Verification Status: Pending, Verified, Failed, or Not Required
• Verification Date: When verification was completed
• Verified Information: Name, DOB, address from verification
• ID Type: Driver's license, passport, etc.
• Risk Score: Stripe Radar fraud risk score (if available)

Phone Lookup Information

Shows comprehensive risk data from phone number verification:

Basic Information:

• Carrier: Phone carrier name (e.g., "Verizon", "AT&T")
• Line Type: Mobile, landline, VOIP, or unknown
• Prepaid Status: Whether the number is prepaid

Risk Assessment:

• Overall Risk Score: Numeric score (0-100) indicating fraud likelihood
• Risk Level: Categorized as low, medium, high, very_high, or unknown
• Risk Flags: Specific concerns identified (e.g., "voip_number", "recently_ported")

Name Matching:

• Name Match Score: How well the phone's registered name matches the customer's name (0-100)
• Name Match Level: exact, high, partial, low, or none

Risk Level Indicators:

High-Risk Indicators:

• VOIP numbers (Google Voice, Skype, etc.)
• Recently ported numbers
• Prepaid carriers in certain regions
• Name mismatch between phone registration and account
• Phone country different from signup location

Signup Location

Displays where the customer registered, used for fraud detection:

IP-Based Location:

• IP Address: The IP address used during signup
• City: City determined from IP geolocation
• Region: State/province from IP
• Country: Country from IP address

GPS Location (if device provided):

• Latitude/Longitude: Exact coordinates
• Accuracy: GPS accuracy in meters
• Map Pin: Visual marker on embedded map

Subscriptions

Lists all subscription package purchases for the customer:

Impact on Ride Eligibility: Customers with active subscriptions can start rides even with low wallet balance, as long as they have a saved payment method.

Package Purchases

History of one-time ride package purchases:

Promo Codes Used

Complete history of promotional codes the customer has redeemed:

Recent Rides

The most recent rides for quick reference:

• Ride ID
• Date/time
• Duration
• Distance
• Status
• Amount charged
• Link to full ride details

Customer Actions

The customer detail page provides a comprehensive action toolbar with the following capabilities:

Starting a Trip from Dashboard

Operators can start rides for customers directly from the dashboard:

Requirements for Starting a Trip:

• Customer must have a valid payment method OR sufficient wallet balance
• Minimum wallet balance of $0.50 required (unless customer has active package/subscription with saved payment method)
• Customer cannot be blocked
• Identity verification must be completed if required
• Vehicle must be available and online (last signal within 1 hour)

Ending a Trip from Dashboard

If a customer has an active ride:

1. The amber "Active Ride" banner appears on their detail page
2. Click End Trip in the banner
3. Confirm the action
4. The ride ends immediately

Alternatively:

1. Click the End Trip button in the action bar (appears only when ride is active)
2. Confirm the action

Adding Wallet Credit

Adding Bonus Credit

1. Navigate to the customer detail page
2. Click the Wallet dropdown in the action bar
3. Select Add Bonus
4. Enter the bonus amount
5. Add a reason/note
6. Click Add Bonus

Bonus credits are consumed before wallet credits during rides.

Charging a Fee

To charge a customer (e.g., for damage, lost equipment, or penalties):

1. Navigate to the customer detail page
2. Click the Wallet dropdown in the action bar
3. Select Charge Fee
4. Enter the amount to charge
5. Add a description/reason
6. Click Charge Fee

Reducing Balance (Manual Debit)

To reduce a customer's wallet balance without notifications:

1. Navigate to the customer detail page
2. Click the Wallet dropdown in the action bar
3. Select Reduce Balance
4. Enter the amount to deduct
5. Add a reason/note
6. Click Reduce Balance

Difference from Charge Fee: Reduce Balance is a silent debit - it does not send notifications and is typically used for corrections rather than penalties.

Blocking a Customer

Block a customer to prevent them from using the service:

1. Navigate to the customer detail page
2. Click the Actions menu (three dots)
3. Select Block Customer
4. Confirm the action

When Blocked:

• Customer cannot start new rides
• Customer cannot make purchases
• Active ride (if any) continues until completion
• Customer sees "Account Blocked" in the app

Unblocking a Customer

1. Navigate to the blocked customer's detail page
2. Click the Actions menu
3. Select Unblock Customer
4. Confirm the action

The customer immediately regains full access to the service.

Clearing Identity Verification Requirement

If identity verification was triggered but is no longer needed:

1. Navigate to the customer detail page
2. Locate the amber Identity Verification banner
3. Click Clear Requirement
4. Confirm the action

This removes the verification block without requiring the customer to verify.

Manually Verifying Identity

For cases where you've verified identity through other means:

1. Navigate to the customer detail page
2. In the Identity Verification section, click Manually Verify
3. Add notes about how identity was confirmed
4. Click Confirm Verification

This marks the customer as verified without using Stripe Identity.

Sending Notifications

Send push notifications directly to a customer:

1. Navigate to the customer detail page
2. Click Actions > Send Notification
3. Enter the notification title and message
4. Select notification type
5. Click Send

See Customer Notifications for detailed notification options.

Deleting a Customer

1. Navigate to the customer detail page
2. Click Actions > Delete Customer
3. Confirm by typing the customer's email or name
4. Click Confirm Deletion

Bulk Operations

Bulk Selection

• Click individual checkboxes to select specific customers
• Click the header checkbox to select all visible customers
• Selected count appears in the bulk action toolbar

Bulk Wallet Processing

Process wallet credits for multiple customers simultaneously:

CSV Format:

customer_id,amount,note
cust_123,10.00,Promotional credit
cust_456,5.00,Service credit

Bulk Import

Import customer data from CSV:

1. Click Import CSV in the page header
2. Download the template file
3. Fill in customer data
4. Upload the completed CSV
5. Review the import preview
6. Confirm the import

Customer Data Fields

Core Fields

Financial Fields

Status Fields

Understanding Customer Lifecycle

New Customer Journey

1. Signup: Customer creates account in mobile app
2. Payment Method: Customer adds credit card
3. Identity Check: If required by policy, customer verifies identity
4. First Ride: Customer scans QR code and starts first ride
5. Active Customer: Customer continues using service

Customer Status Transitions

New -> Active (after first ride)
Active -> Blocked (manual action)
Blocked -> Active (unblocked)
Any -> Identity Required (risk threshold exceeded)
Identity Required -> Active (after verification)

Permissions

Customer management requires appropriate permissions:

Best Practices

1. Respond quickly to blocks: Investigate blocked customers promptly
2. Document actions: Add notes when manually adjusting accounts
3. Monitor identity flags: Don't leave customers in limbo
4. Regular reviews: Periodically audit inactive accounts
5. Protect customer data: Limit access to sensitive information
6. Use bulk operations: For efficiency when managing many customers

Troubleshooting

Customer not appearing in search

• Check selected subaccount is correct
• Verify the customer registered in this subaccount
• Try searching by different fields (email, phone, name)
• Check if filters are hiding the customer

Can't block customer

• Verify your user role has block permissions
• Check if customer has an active ride (complete it first)
• Look for error messages in the response

Wallet credit not applied

• Verify the amount was entered correctly
• Check customer's wallet activity for the transaction
• Confirm you have permission to add credits
• Check for system errors in the response

Customer can't ride after unblocking

• Verify the unblock was successful
• Check if identity verification is required
• Ensure customer's payment method is valid
• Have customer force-close and reopen the app

Exporting Customer Data

Export Options

1. Click Export button
2. Select fields to include
3. Choose date range
4. Download CSV

Export Fields

• Customer ID
• Name
• Email
• Phone
• Registration date
• Total rides
• Total spent
• Wallet balance
• Status