Support Center Set Up

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What you will learn

This guide covers how to manage member profiles, perform manual account adjustments, audit transaction histories, and manage role-based access for your support team.

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Prerequisites

• Access: Ensure you have the Project Owner or Admin role to manage users and view full member PII.
• Integrations: Confirm that your POS or E-commerce integrations are active so transaction data is visible for auditing.
• Security: Establish internal protocols for manual point adjustments to ensure data integrity and prevent fraud.

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Step-by-step setup

1. Configure Admin Roles: * Navigate to Settings > Users.
   • Create user accounts for your support team and assign appropriate roles (e.g., Editor for general management or Admin for full PII access).
2. Access Member Management: Log in to the TRIFFT Cockpit and select Member List → Support Center → from the main menu.
3. Locate a Member Profile: * Use the search bar to find members by Email, Phone Number, or Member ID.
   • Apply filters (e.g., Tier, Registration Date) to narrow down results for bulk review.
4. Audit Transaction History: * Open a specific member profile and navigate to the Activity or Transactions tab.
   • Review the status of individual orders and point earnings to resolve discrepancies.
5. Perform Manual Wallet Adjustments: * Click Adjust Points within the member's wallet section.
   • Enter the amount to add or subtract and provide a Reason Code for the audit trail.
6. Manage Tier Status Overrides: * In the member's profile settings, locate the Tier field.
   • Manually select a new tier if an override is required for VIP handling.
7. Handle Privacy Requests: * Navigate to the Privacy tab in the profile.
   • Execute Anonymization or Data Export requests as prompted by member inquiries.
8. Review System Audit Logs: * Go to Settings > Audit Logs to review all manual changes made by admins within the Support Center.

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Configuration checklist

• Role Verification: Support staff have the minimum necessary permissions to perform their tasks without accessing sensitive project settings.
• Search Functionality: Profiles are easily searchable using standard identifiers (Email/Phone).
• Audit Trail Integrity: All manual point changes require a mandatory reason comment for future reference.
• Data Visibility: PII is correctly masked or unmasked based on the admin's assigned security clearance.
• Transaction Sync: Recent orders from Shopify or POS are appearing in the member activity log with minimal latency.

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