Customer and Alias Issues

Overview

DRX supports alias-first customers so operators can avoid collecting extra personal data.

Use this page when alias creation, lookup, or attachment is blocked.

Before you start

• You are signed in to DRX.
• You have customer access in the current workspace.
• You understand that attaching a customer at checkout is optional where policy allows.

You cannot create a customer without personal details

1. Enter alias or nickname only.
2. Leave optional fields blank unless the customer gives consent.
3. Save profile and verify it shows only alias + optional notes.

You cannot find an existing alias

1. Search exact alias first.
2. Expand search scope to include all customers.
3. Confirm punctuation/spelling variants.
4. Create a new alias only when confirmed missing.

Duplicates exist for the same customer

1. Confirm the preferred alias with customer.
2. Use that alias consistently for new sales.
3. Pause additional alias creation for that customer.

Purchase history is missing

1. Open the exact alias profile you used at checkout.
2. Confirm the sale was attached to that alias.
3. Untagged sales will not appear in alias history.
4. Standardize alias use going forward.

Customer cannot be attached at checkout

1. Search alias before payment.
2. Select matching profile.
3. If missing and customer agrees, create new alias profile.
4. Continue checkout with or without profile depending on policy.

Still need help

• Check alias spelling and workspace context first.
• Confirm whether the sale was posted without customer attachment.
• Escalate to workspace admin if permissions block customer access.