📝 Overview

This article covers how customer accounts are created and managed on Sawyer, how to remove a customer profile from your contacts, and how to handle customer issues that come up. Use it as a reference whenever a customer question or issue comes up.

🧑‍💻 How Customer Accounts Work

Learn how customers create accounts and what you can and can’t change on them.

🔑 Account Creation

Customers can browse services and activities on the Sawyer marketplace or on your provider schedule widget without an account. Once a customer views an activity or selects a service to book, they’ll be prompted to create a Sawyer account.

A Sawyer account lets a customer manage schedules, activities, and bookings for any provider who partners with Sawyer, all in one place. This makes booking and updating account information easier for families.

Email verification: Customers are asked to verify their email when they create an account. Customers who register for and attend online activities may also need to verify their email so they can receive class access links, such as Zoom or Google links.

📍 Who Owns Customer Data

As a provider, you’ll have access to customer information when a customer interacts with your business. Here’s how that works in different situations:

Existing customer data: Accounts added to your site before you launched with Sawyer are owned by you. By partnering with Sawyer, you grant Sawyer the right to use this data to improve its products and services, as described in the Privacy Policy.
New customers: When a customer creates a Sawyer account for the first time on your schedule widget and opts in to receive marketing from your business, they’re added directly to your customer list.
Existing Sawyer customers: When an existing Sawyer account holder books a service or activity through your schedule widget, they’re added directly to your customer list.

🔧 Editing Customer Information

To keep customer data secure, you can’t edit or delete a customer’s billing information, email address, or password. That information is managed directly on the customer’s Sawyer account.

You can add alternative payment methods, add additional contact information, and add or update the registrants on an account at the customer’s request.

If a customer needs help with their account, ask them to log in to their Sawyer account to make changes, or to email [email protected].

⚙️ Removing a Customer Profile

Learn how to remove a customer from your contacts. This removes the profile from your contacts only.

Go to Contacts, then select Client List.
Click Edit profile next to the customer’s name.
Scroll to the bottom of the profile and click Delete Client.

⚠️ Deleting a profile removes the customer from your contacts, but it does not remove their account from the Sawyer database. If you need the Sawyer account deleted, email [email protected] and the support team will assist.

💡 If a customer has recurring payments, active billing, or a program in progress, Sawyer will direct them to you to discuss canceling future payments.

🛠️ Handling Customer Issues

Learn how to respond to customer concerns and what happens if a resolution can’t be reached.

We want every experience on Sawyer to be a positive one. As an independent business owner, you’re responsible for setting clear policies and terms for the services and activities on your site, along with up-to-date business hours and contact information. When a customer’s concern reaches our support team, we’ll usually encourage them to speak with you directly. If a customer runs into technical problems with Sawyer software or the marketplace, we’ll help both you and the customer.

Respond to customer issues promptly and aim for a fair, positive resolution. A good customer experience is essential to the success of your business.

🔍 Submitting a Claim

If a customer feels a resolution hasn’t been reached with you, they can submit a claim to the support team at [email protected]. When a claim is submitted:

The support team typically resolves claims in the customer’s favor, but will contact both you and the customer for details as needed.
The team works to mediate a quick and suitable resolution.
If a resolution isn’t reached within 24 to 48 hours, Sawyer may issue a refund to the customer on your behalf.
You’ll be notified of any decision and whether a refund was issued.

💸 Refunds

Refunds are issued only in rare cases, when a resolution isn’t reached within 24 to 48 hours of a claim. You’ll receive a notification when a refund is issued on your behalf.

❓ Frequently Asked Questions

Find answers to common questions or additional details that may not be covered in the main instructions.