Currently, enabling both Customer Accounts and eCom (E-Series) or AI Showroom is not supported. Contact Support to use them in parallel.

The online Customer Accounts portal is an automatically generated site available to Retail POS merchants, even without eCom (E-Series), an AI Showroom, or other online presence. In the Customer Accounts portal, your customers can self-serve:

• Tracking order status and history for both in-store and online purchases.
• Checking their Loyalty balance and store credit.
• Initiating returns or layaway sales via email.
• Contacting you for support if needed.

You can enable Customer Accounts and customize the page with more information about your business, communicate current promotions, and highlight important announcements.

Activating Customer Accounts

To activate online Customer Accounts:

1. In Retail POS, navigate to Online > Customer Accounts tab.

2. Click Activate Customer Accounts.

   

Your customer portal will go live with orders and store details, like company name, logo, locations, and contacts that sync automatically from Retail POS. You can customize the design and content for the Customer Accounts page as needed and share the link with your audience.

Customizing design and content for Customer Accounts

The Customer Accounts page has a default layout with your business information synced from Retail POS. You can edit design and content for your customer portal using the Lightspeed eCom sitebuilder editor.

To edit design and content for your Customer Accounts page:

1. In Retail POS, navigate to Online > Customer Accounts.
2. Click Edit page to open the editor.

3. From the Page dropdown, select the Customer Accounts page you want to customize:

   • Account Sign-In: The sign-in page available to all site visitors.
   • Account: The page your customers see after they sign in.

   

4. In the list on the left, click the page section you want to customize and switch between the Content and Design tabs to make changes. You can change text, upload images, set up a contact widget, contact form, or footer.

   

5. (Optional) Click Settings > SEO & Sharing in the left upper corner of the editor to customize how your Customer Accounts page looks in search results and shared posts on social media, and set a favicon for browser tabs.
6. (Optional) Click Settings > Legal & Analytics in the editor to enable the cookie consent banner and set up analytics for your Customer Accounts page.
7. (Optional) Click Settings > Languages & Translations to set up a multilingual Customer Accounts page.
8. Click Publish.

Editing the Customer Accounts page URL

After you activate Customer Accounts, the page is located on a free, unique web address in the format https://yourstorename.company.site.

You can change the URL by editing yourstorename, or replace the web address entirely with a custom domain (for example, yourstorename.com).

To edit the Customer Accounts page URL:

1. In Retail POS, navigate to Online > Customer Accounts.

2. In the Page address section, the current Customer Accounts page address is listed. Click Go to settings.

   

3. Scroll down to the Domain name and site address section and click:

   • Change Address to edit your free webpage address on the .company.site subdomain, then enter a new name and save the changes.
   • Buy New Domain to buy a custom domain from Lightspeed, then choose a domain name and complete the purchase. The domain name will be automatically connected to your Customer Accounts page.
   • Connect Existing Domain to connect a third-party domain that you own to the Customer Accounts page and follow the setup steps. Domain changes can take up to 48 hours.

   

Logging in to a Customer Account

Customers can log in to their accounts at any time using a one-time access code or a sign-in link sent to their inbox.

A customer must use the email associated with their Retail POS profile, otherwise they won’t be able to see their order history upon sign-in.

To log into their account, a customer needs to:

1. Open the Customer Accounts page.
2. Enter the email address provided during in-store checkout, then click Continue.

3. Open their inbox and find the access code email, then submit the one-time code on the Customer Accounts page. The code is valid for 15 minutes.

   Optionally, a customer can click a personal sign-in link in the email. This link can be used only once and is valid for 14 days unless the code is already used.

When a customer signs in, they will see a dashboard on their Customer Account page with an overview of all placed orders. They can view their order history and statuses, store credit, and Loyalty balance. To initiate a return via email, they can click Request refund next to an order. To initiate a layaway sale for a previously purchased item via email, they can click Order again next to an order.

Customers stay signed in until they click the Sign out link or start using another browser or device.

Promoting Customer Accounts to your audience

After setting up your Customer Accounts page, you can share the link or QR code with your store’s audience to maximize adoption:

• Add to the receipt template’s footer
• Feature at the counter in your locations.
• Add to your store’s packaging/merchandise.
• Mention in your store’s social media.
• Include in your emails.
• Add to other options, as desired.

Learn more about increasing traffic to your website.