Finding a Customer's Account

"Hey, can you look me up?" You'll hear it dozens of times a day. The good news is that finding someone in TORO takes about two seconds once you know the trick.

Searching for a Customer

1. Open the Customer menu in the sidebar.
2. Click Find Account.

The Account Finder opens with a box across the top labelled Search for contact by name or phone number.... Start typing — TORO searches as you go, no need to hit Enter. The one box takes all three of these:

• Last 4 digits of their phone number — usually the fastest way. Type 1234 and anyone whose phone ends in 1234 pops up.

• Full 10-digit phone number — digits only, no dashes or spaces. This is also the only thing that will offer to create a new account, so use it for anyone you're not sure about.

• Name — first or last, doesn't matter. Type at least two letters.

You can't search by email. The box only understands names and phone numbers. If all you have is an email address, use the Find Customers tool instead — it can build a list from almost any detail on the account.

One match loads that customer straight away. Several matches land in a Potential Loyalty Customers table — click the right one. The Show Active Only tick-box in the top-right limits results to active accounts; untick it to turn up someone you've archived.

Attaching a Customer to a Transaction

Once you've found the account, click OK to confirm. Their name appears on the transaction screen, and TORO immediately loads everything relevant to the sale:

• Account level and any membership status

• Rewards balance — points they've earned

• Available punchcards and coupons — anything they can redeem right now

• Upcoming dates — birthday or anniversary coming up (great for a quick "happy birthday!")

• Unpaid items — anything on hold or on their tab

• Account notes — anything your team has flagged about this customer

If there are popup notes set on the account, they'll appear automatically so you don't miss them. This is useful for things like "prefers Padron 1926" or "always asks for a bag."

What You'll See on Their Account

Click View Account Details on the Account Finder and you get the full picture:

• Contact info — name, phone, email, Instagram handle

• Purchase history — every transaction they've made

• Account balance — store credit, outstanding charges

• Rewards and loyalty points — current balance, earning rate

• Punchcard progress — how close they are to a free item

• Available coupons — birthday coupons, loyalty rewards, promotional offers

• Important dates — birthday, anniversary, custom dates

• Wish list — items they're interested in

• Favorites — their most-purchased items and brands, with a Cigar Profile that shows their preferred strength, size range, price range, and top country of origin based on recent purchases

• Notes — free-form notes from your staff

• Communication preferences — SMS opt-in status, receipt preferences (print, email, or text)

Account Favorites and Cigar Profile

Click the Favorites button from any customer's account to see what they actually buy. TORO pulls their purchase history and lays it out — top items, top brands, how much they spend, how often they come in.

For cigar customers, there's a Cigar Profile section that automatically analyzes their last six months of purchases and tells you their preferred strength (e.g., "Medium to Medium-Full"), favorite sizes, typical price range, and most-purchased country of origin. It's the kind of thing an experienced employee just knows about their regulars — but now it's data-backed and available to every employee on your team.

From there, click the [Customer's Name]'s Cigar Finder button to launch the TORO Cigar Finder with their profile pre-loaded, instantly showing cigars similar to what they already enjoy. It's a powerful recommendation tool for upselling and suggesting new products.

Why Bother Attaching a Customer?

You don't have to. Walk-ins can check out without an account and everything works fine. But attaching a customer unlocks a lot:

• Rewards accumulate — they earn points toward discounts

• Purchase history builds — you can see what they've bought before and make recommendations

• Tab payments — Account Hold only works with an attached customer

• Account credit — store credit can only be applied to a known account

• Membership discounts — their pricing tier kicks in automatically

• Coupons and punchcards — redeemable only when attached

For regulars, it should be automatic. For first-timers, it's a great opportunity to ask if they'd like to sign up.