Customers Module – Complete Troubleshooting Guide (Hana POS)

Overview

The Customers Module in Hana POS is a critical component used to store and manage customer information, including:

• Contact details (name, phone, email)
• Delivery addresses
• Order history
• Preferences and notes

Any issue within this module can directly impact:

• Order creation and processing
• Customer experience
• Data accuracy and repeat business

This guide helps support agents identify and resolve common customer-related issues quickly and accurately, while also maintaining data integrity.

Why This Matters (Support Context)

Customer data is the foundation of order management in Hana POS.

? Key Insight:
Most issues in the Customers Module are caused by:

• Missing required fields
• Search limitations or incorrect queries
• Duplicate data entry due to lack of validation

? Improper handling can lead to:

• Duplicate customer records
• Order mismatches
• Communication errors (wrong phone/email)

Common Issues Reported by Florists

Florists may describe issues in different ways. Map them to the following:

• Customer not saving
• Customer not found during search
• Duplicate customer entries
• Incorrect customer details appearing
• Unable to select customer during order creation

Root Cause Categories

1. Data Entry Issues

• Required fields not filled
• Invalid or incomplete information

2. Search & Retrieval Issues

• Searching with incorrect or partial details
• Data mismatch (name vs phone)

3. Duplicate Data Creation

• Same customer entered multiple times
• No validation before saving new entry

4. UI/Session Issues

• Page not refreshed
• Session timeout causing save failure

Step-by-Step Troubleshooting Process

⚠️ Always identify the exact issue before proceeding.

Scenario 1: Customer Not Saving

This is typically due to missing required fields or session issues.

Step 1: Verify Required Fields

Ask the florist to confirm:

• Customer name is entered
• Phone number is provided (mandatory in most cases)
• Any additional required fields are completed

? Why this matters:
Hana POS will not save a customer record if required fields are missing.

Step 2: Retry Save Action

• Ask florist to click Save again
• Ensure no error messages appear

Step 3: Refresh and Retry

• Refresh the page
• Re-enter details
• Try saving again

Step 4: Use Incognito Mode (if needed)

• Open Hana POS in an incognito/private window
• Retry saving customer

? Why this works:
Eliminates browser cache or session-related issues.

Scenario 2: Customer Not Found

In most cases, the customer exists but is not being searched correctly.

Step 1: Search by Phone Number (Recommended)

• Use full phone number
• Avoid partial inputs if possible

? Best Practice:
Phone number is the most reliable unique identifier.

Step 2: Try Different Search Variations

• Full name vs partial name
• Alternate spellings
• Email (if available)

Step 3: Check for Filters or Search Limitations

• Ensure no filters are restricting results
• Scroll or load more results if applicable

Scenario 3: Duplicate Customer Entries

Duplicate records are common and can create confusion during order placement.

Why Duplicates Occur:

• Customer added multiple times without searching first
• Variations in name spelling
• Different phone numbers used

Recommended Handling:

• Identify the most accurate/complete profile
• Use that profile for future orders
• Avoid creating new entries unnecessarily

? Important:
If merge functionality exists (or in future updates), duplicates should be consolidated.

Scenario 4: Incorrect Customer Details

Possible causes:

• Editing wrong customer profile
• Duplicate records with outdated info

Steps:

• Verify correct customer profile
• Update details as needed
• Save changes

Best Practices for Support Agents

• ✅ Always ask florist to search before creating a new customer
• ✅ Encourage use of phone number for search
• ✅ Verify required fields before saving
• ✅ Use incognito mode for UI-related issues
• ❌ Do NOT allow repeated duplicate creation
• ❌ Avoid assuming data is missing without proper search

Escalation Guidelines

Escalate ONLY IF:

• Customer records are not saving despite valid data
• Search is not returning results consistently
• Duplicate records are being auto-created due to system issue
• Multiple florists report similar customer module issues

? Include in escalation:

• Florist ID
• Customer details used (name/phone)
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why is the customer not saving?

Most commonly due to:

• Missing required fields
• Session or browser issue

Q2: Why can’t I find a customer?

Possible reasons:

• Searching with incorrect spelling
• Not using phone number
• Partial or incomplete search

Q3: Why are there duplicate customers?

This happens when:

• Same customer is entered multiple times
• Search is not performed before creating new entry

Q4: Which is the best way to search for a customer?

Using the phone number is the most accurate and reliable method.

Support Agent Script (Standardized)

Opening

“I understand you're having trouble with customer details. Let’s fix that quickly.”

Saving Issue Guidance

“Please make sure all required fields are filled before saving the customer.”

Search Assistance

“Let’s try searching using the phone number, as that gives the most accurate result.”

Duplicate Handling

“It looks like there may be multiple entries for the same customer. Let’s use the correct profile moving forward.”

Closure (Resolved)

“You should now be able to find and use the customer details correctly.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this to get it resolved.”