What customers can see
Exactly what each person at a customer sees in the portal, what is shared company-wide, and what customers never see.
The customer portal is scoped to the person as well as the company. Two people at the same customer can see quite different things, depending on whether they're the account admin, which orders they're the contact on and which sub groups they belong to. This article sets out the rules.
#The account admin sees everything
The account admin sees every order, product and visual job for the company, whatever the contact or sub group. They alone get My groups, where they manage sub groups.
#Everyone else sees their own work
| Area | What a person sees |
|---|---|
| Orders, Shipments, To get done | Orders where they are the order's contact |
| Catalogue (customer products) | Products for the sub groups they're assigned to, plus products with no sub group |
| Visuals | Jobs they're the contact on, or that touch a sub group they belong to |
| Messages | The conversations for the orders they can see |
So someone in no sub group sees only the enquiries they raised, the orders they're the contact on and products with no sub group.
#Shared across the whole company
Some things are the same for everyone at a customer:
- Notifications, including whether they've been read. When one person presses Mark all read, they're cleared for everyone.
- The Calendar, including events anyone at the company adds.
- Order messages.
- The base catalogue, stock, fabrics and detailings.
#What customers never see
- Buy prices, factory costs, margins or mark-ups. Customers see sell prices only.
- Factory names or factory details. A factory closure you choose to show appears as "Production closed — reason", never with the factory's name.
- Your internal notes, internal discussion, or team-only steps.
- Detailing artwork files and internal notes. They see a detailing's description, thumbnail and size.
- Stock prices. The Stock area shows live colour and size availability, with no prices and no ordering.
- Shipment costs.
#Statuses look different to customers
Customers see simplified customer stages, not your internal statuses. If a customer describes an order's status differently to how it appears for you, that's expected.
#Troubleshooting "I can't see it"
- Find out exactly which person is asking. Views differ by person.
- Use View as Customer to see the portal as them. See View as a customer.
- For an order, check who the order's contact is.
- For a product or visual, check which sub group it belongs to and whether the person is assigned to it.
- Check whether the product has been made Inactive by the account admin.
#Common questions
A colleague can see an order I can't. You're not the account admin, and you're not the contact on that order.
Everyone's notifications disappeared. Someone pressed Mark all read. Read state is shared.
Can a customer see which factory makes their goods? No.