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Table of Contents

Checking In a Customer

Checking In a Customer. Purpose. Check in a customer to add them to the in-store queue before building their order. Flourish calls this process Intake or Check-in. Prerequisites. Confirm the user has…

Table of Contents

Checking In a Customer

Purpose

Check in a customer to add them to the in-store queue before building their order. Flourish calls this process Intake or Check-in.

Prerequisites

Confirm the user has permissions to add or remove a customer from the queue. "View" and "Update" permissions should be turned ON for Customers in both the Web Application user role and for the POS user role.

Find this by navigating to Manage Settings > User Roles > Select Mobile Application or Point of Sale at the top of the screen > Select your Facility > Click Configure next to the user role.

Before you start:

  1. Confirm the customer has a profile in Flourish.
  2. Follow your facility's identity, age, medical-card, and jurisdiction-specific verification procedures.
Check In the Customer
  1. In Retail POS, select Intake > Search Customers.
  2. Search using one or more available fields, such as name, email, phone number, date of birth, customer ID, State ID, or medical card info.
  3. Review the matching customer details and confirm you selected the correct profile.
  4. Select Add to Queue.
The first-name search includes the customer's legal and preferred name. If the customer doesn't appear, create a customer profile before continuing.
Read Document Status in Search Results

Each search result shows the customer's State ID number and expiration date, next to the medical card information. A document badge also appears on the row:

  • DL appears when the customer has a Driver's License, Passport, or Permanent Resident document on file.
  • MED appears when the customer has a Medical Card document on file.

An expired date and its badge show in red. A document that expires today is still valid. Veteran Documentation, SNAP Documentation, and Other documents don't show a badge, because they aren't identity documents.

Click a DL or MED badge to open the document without leaving the search.

Expiration is informational: A red date tells staff to review the document. It doesn't stop check-in or a sale. Follow your facility's verification process. See Manage Customer Documents to add or update a document.
Check In From the Customer Profile
  1. Find and open the customer profile.
  2. Select Purchases.
  3. Select Add to Queue in the POS.
  4. The customer can now be found in the Queue.
The image shows the Flourish POS Queue > In-Store screen after a customer has been successfully checked in.
Respond to an Expired-Document Alert

During check-in, Flourish checks the expiration dates stored for the customer's State ID and Medical Card. If a stored document is expired, the POS displays an alert.

  • Select Nevermind to stop the check-in and review or update the customer information.
  • Select Add to Queue to continue check-in despite the alert.
The image shows the "Expired Document" alert dialog in Flourish POS, listing the customer's expired Medical Card and State ID with their expiration dates, and asking whether to…

An expiration alert during check-in is different from the Block purchase due to expired med card facility setting. When that setting applies, Flourish can prevent purchase completion until the customer information is updated.

Expected Result

The customer appears under Queue > In-Store > Checked In. Select Start Sale to build the customer's cart.

Common Issues
  • Try another identifier, such as phone number, email, customer ID, or medical card registry ID.
  • Search both the legal and preferred first name.
  • Confirm the customer profile exists in the current facility context.
The customer's date still shows red after you updated the document
  • Search for the customer again to refresh the result.
  • Confirm the new expiration date saved on the document. See Manage Customer Documents.
A customer's document doesn't show a DL or MED badge

Only Driver's License, Passport, Permanent Resident, and Medical Card documents show a badge. Confirm the document type is correct.

The customer has duplicate profiles

Don't create another profile until you review the existing records. See Merging Customer Profiles.

Purchase completion is blocked later

Review the customer's medical-card expiration date and the facility's retail configuration. See Configure Retail POS Settings and Toggles.

How did we do?

Retail POS Printing Customer Labels

METRC Retail Delivery: Edit order after marking “Out For Delivery”

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