Customers and bicycles

Customers & bikes is your shop's register of customers and the bikes they own. Each customer has contact details, business details (VAT registration number, EAN/GTIN), customer groups, notes and three separate communication permissions. A customer can have any number of bikes, each with its own details and service reminders. The customer page also shows purchases, repairs, loyalty points, gift cards and vouchers. Every sale and every repair ticket is linked to a customer from this register.

Who can use this

• Everyone in the shop can open the register and customer pages: Owner, Manager, Shop Manager and Team Member.
• Creating and editing customers is for the Owner and staff the Owner has allowed to edit customers.
• Adding and editing bikes is for the Owner and staff allowed to edit bikes.
• Only the Owner can schedule or cancel service reminders.

See Roles and permissions.

Before you start

• Agree with the customer which messages they accept: operational email, SMS/WhatsApp, and (separately) marketing. Repair updates and receipts only need an email address.
• Have the phone number ready. The country code starts on Denmark (+45).
• If Validate frame numbers is switched on in Settings → Inventory, a frame number can only be registered on one bike.

Key concepts

Term	Meaning
Operational consent	Consent to operational email ("Allow service updates and operational documents by email.") and Consent to SMS / WhatsApp sharing ("Allow service updates and receipt links by SMS or WhatsApp."). Consent to operational email is needed for service reminders. Repair updates, payment receipts and gift card or voucher confirmations are sent to any customer with an email address, because they are about the customer's own repair or purchase.
Marketing consent	Marketing consent is always separate and is needed to receive offers from CRM. It is never implied by operational consent.
Possible duplicate	A customer with the same email or phone, or a bike with the same frame or serial number. Kadenio warns you but never merges records.
Bike identity	Each bike needs at least one of make, model, frame number or serial number, so staff can recognise it.
Service reminder	An email to the customer about one specific bike, sent on a date you choose.

The customer screens

Customers & bikes: a count of customers, Add customer, and the Customer directory with Search customers. The list shows Name / VAT, Phone / email, Address and Edit customer.

Customer page, with three tabs:

• Profile: name, email, phone, address, VAT Reg No., EAN / GTIN number, Birthdate, Customer groups, Communication permissions (Yes/No for each) and Note.
• Bikes: Customer bicycles, one tab per bike (named by make and model, or "Bike 1", "Bike 2"…), and Add bicycle.
• History & rewards: purchases, repairs and rewards (see below).

How to find a customer

1. Open Customers & bikes.
2. Type part of the name, email or phone in Search customers.
3. Select the customer.

How to create a customer

1. Select Add customer.
2. Under Primary contact, enter the Name (required), Email and Phone.
3. Under Communication permissions, set Consent to operational email, Consent to SMS / WhatsApp sharing and Marketing consent as agreed with the customer.
4. Under Additional details (optional), add Address, Postcode, City, Country, VAT Reg No., EAN / GTIN number, Birthdate, Customer groups (separate with commas) and Note.
5. Select Create customer. You see "Customer created." and the customer page opens.

If a customer with the same email or phone exists, you see "Possible duplicate found. Review the customer record before merging anything." The new customer is still created.

You can also create a customer while checking in a bike in the Workshop.

How to enter a phone number

1. In Phone, choose the country code.
2. Enter the number. The format is checked automatically.
3. If the number does not fit the country, you see "Enter a valid phone number for the selected country."

How to edit a customer

1. Select Edit customer in the list or on the customer page.
2. Change the details and select Save. You see "Customer updated."

How to add a bike

1. Open the customer, go to Bikes and select Add bicycle.
2. Under Bike identity, choose the Bike type (Standard, Road bike, Mountain bike, City bike, Cargo bike, Kids bike or Other) and enter at least one of Make, Model, Frame number or Serial number.
3. Under Bike profile, tick E-bike if the bike has a motor or battery.
4. Under Recommended details (optional), add Size, Color, Gear, Lock, Battery and Note.
5. Save. You see "Bicycle linked to customer."

If the frame or serial number is already on another bike, you see "Possible duplicate bike identifier found. No records were merged."

How to edit a bike

1. Go to Bikes, select the bike's tab, then Edit bicycle.
2. Change the details and select Save. You see "Bicycle updated."

How to schedule a service reminder

1. Open the customer, go to Bikes and select the bike.
2. Under Service reminders for this bike, choose the Reminder date (30 days from today is suggested).
3. Select Schedule reminder. You see "Service reminder scheduled."
4. The reminder appears with its status: Queued, Sending, Sent, Needs attention or Cancelled.

To cancel, select Cancel next to a reminder that has not been sent. You see "Service reminder cancelled."

How to see a customer's history and rewards

Open History & rewards:

• Available loyalty points, Loyalty tier ("No tier yet" if none), Qualifying spend and Customer activity.
• Purchase history: Receipt number, Invoice number, Date, Status and Total, with Open sales history.
• Repair history: Repair ticket, Repair summary and status.
• Loyalty points history: points earned, redeemed, expired, reversed and adjusted.
• Gift cards: cards issued to the customer, with the remaining balance and status (Active, Pending, Blocked, Expired, Redeemed).
• Voucher history: vouchers the customer has used, with Voucher, Code and Discount.

Rules to know

• The customer name is required: "Customer name is required."
• Email must be a valid address. EAN/GTIN must be 8, 12, 13 or 14 digits.
• A bike needs a Bike type and at least one identifier: "Add at least one of make, model, frame number, or serial number."
• With Validate frame numbers on, a frame number already used on another bike is refused.
• Service reminders are sent at 09:00 on the chosen date (the time on the computer used to schedule it), in the language Kadenio was set to when the reminder was scheduled.
• Only one reminder per bike per date. A cancelled date cannot be booked again; choose another date.
• A reminder is only sent if the customer has an email address and Consent to operational email, and service reminders are switched on in Settings → Email.

What happens next

• New and changed customers and bikes are recorded in the shop's activity log.
• When a reminder is due, the customer receives the service reminder email and the status changes to Sent.
• If the email cannot be sent (no email address, no consent, or an email problem), the status shows Needs attention and Kadenio tries again later, until you fix the details or cancel the reminder.
• If service reminders are switched off in Settings → Email when the reminder is due, it is cancelled.
• Purchases, repairs, points and gift cards appear on History & rewards as they happen in POS, the Workshop and Rewards.

Not available in this version

• Archiving, deleting or merging customers from the screens.
• Moving a bike to another customer.
• Changing the date of a reminder. Cancel it and schedule a new date.
• Sending SMS, marketing campaigns, customer photos or customer log-ins.

Common questions / problems

Symptom	Cause	What to do
"Customer could not be created."	A field is invalid, or you are not allowed to create customers	Correct the highlighted field; ask the Owner.
"Enter a valid phone number for the selected country."	Wrong country code	Choose the right country code.
"Bicycle could not be saved."	No identifier, frame number already used, or you are not allowed to edit bikes	Add a make, model, frame or serial number; check the other bike.
"Service reminder could not be scheduled."	Only the Owner can schedule reminders	Ask the Owner.
Reminder shows Needs attention	No email address, no consent, or an email problem	Update the email and consent; contact Kadenio support if it continues.
I emptied a field, but the old value came back	Emptying an optional field when editing does not remove the old value	Overwrite the old value instead.
Only part of the customers are listed	The list shows the first 50 matches	Search with more of the name, email or phone.
Customer not found in POS or check-in	Those pickers search only the first 100 customers	Check the customer exists here; ask the Owner about the order under Settings → Customers.
"This customer could not be loaded."	The customer was removed	Check with the Owner.

Related pages

• Workshop
• POS checkout
• Sales history and refunds
• Communications and reminders
• Loyalty and rewards
• Glossary