The following article outlines how to use the customer portal as an end user, and explains the interactions that they can complete.
If the portal is enabled, contacts will be provided access to the portal within their automated course instructions, after registering for a course.
- Non-portal users will be sent the 'First-time registrant portal invitation instructions'.
- Existing portal users will be sent the 'Existing portal user registration instructions'.
All sets of access instructions sent to customers can be fully customised.
Example: Invitation to create account email
- Customers can access your customer portal at any time directly from your Arlo website by pressing Login in the top menu.
- They will be directed to a login page where they can enter their credentials. If they don't have an account at this stage (e.g. haven't registered for a course before) you can send them an invite to create an account. Once they have created an account, they can use this to update their personal information and view their course information in the future.
Registrants can view all upcoming and completed course registrations using the portal.
- From the left hand menu, select My courses.
- Select the Completed tab.
- The customer can view More info and (only if they have been sent a certificate in Arlo for the course) press Get certificate to download a copy onto their device.
- From the left hand menu, select My courses.
- Select the Current tab.
- The customer can view More info and (if an invoice has been sent and they are the billing contact) press Get invoice to have a copy sent.
- If the order is unpaid and you accept credit card payments, if the customer is the billing contact they will also be able to make payment for the order by pressing Pay.
When viewing a course, if allowed, customers will be able to transfer their registration to another date or cancel the registration. They will only be able to do this on courses that have transfers or cancellations enabled as the registration policy. These functions will not be available on courses that do not allow this.
- From the left hand menu, select My courses.
- Select the Current tab.
- From the upcoming course details, select the three dots in the bottom right hand corner, and select Pick another date.
- The contact will be provided with a list of other course dates available which they can transfer on to. They will need to enter their surname, to prevent accidental transfer, then press Transfer registration.
- The registrant will be sent a transfer email, and the order contact will receive a notification that the registration has been transferred.
- From the left hand menu, select My courses.
- Select the Current tab.
- From the upcoming course details, select the three dots in the bottom right hand corner, and select Cancel registration.
- The user will need to enter their surname, to prevent accidental cancellation, then press Cancel registration.
- The registrant will be sent a cancellation email, and the order contact will receive a notification that the registration has been cancelled.
Arlo administrators will still need to manage any refunds due (if required).
Registrants can view and access current and completed elearning modules using the portal.
- From the left hand menu, select My elearning.
- Select from the Current or Completed tab.
- The customer can see the information about each of their elearning modules and can press Access course to be taken to their module.
Customers can view and manage any active waiting list registrations they have using the portal.
- From the left hand menu, select My waiting list.
- If a place is available and it has been offered to the contact, they will be able to accept it. They can also remove themselves at any time by pressing Remove me.
In the portal, your customers will be able to view any order that they are a registrant on, or they are the order contact for. They can also email the invoice or, if you have a credit card integration, make a payment from the portal.
- From the left hand menu, select My orders.
- The My orders page shows all orders that they are a registrant on, or they are the order contact for.
- To view an order, click on the order number.
- From the left hand menu, select My orders.
- The My orders page shows all orders that they are a registrant on, or they are the order contact for.
- To view an order, click on the order number.
- Press Email invoice.
- A pop-up advises that the invoice has been sent. Press Got it.
When using the Xero integration, payments from the customer portal will not be allowed once an order is exported and connected to Xero.
- From the left hand menu, select My orders.
- The My orders page shows all orders that they are a registrant on, or they are the order contact for.
- To view an order, click on the order number.
- In the Pay for this order section, press the Pay button.
- The payment page confirms the amount to be paid and, then once the customer is happy, they can press Pay to be directed to the integrated payment provider.
Your contacts can update their own personal information using the profile form (which you can create and edit) at any time when logged into the customer portal. Added and changed information will be updated in the Arlo CRM immediately.
- From the left hand menu, select My profile.
- Customers can update their personal information (which you have made available on the profile form). After completing the changes they need to press Update Profile.
- Customers can update their password by clicking the Change password link.
