AudienceView Documentation

• About Agents
• Creating a Customer Account
• Contacts and Linking Accounts
  • Contacts
    • Creating a Contact
    • Selecting a New Default Contact for a Customer Account
    • Deleting a Contact
  • Linking Customer Accounts
    • Viewing an Account Linkage
    • Creating an Account Linkage
    • Modifying an Account Linkage
    • Deleting an Account Linkage
• Managing Customer Addresses
  • Viewing Addresses Associated to an Account
  • Adding an Address to an Existing Customer Account
  • Setting the Default Address for the Customer Account
  • Setting a Contact’s Default Address
  • Deleting an Address
• Customer Associations and Message Sources
• Customer Affiliations
  • Creating a Customer Affiliation
  • Modifying a Customer Affiliation
  • Deleting a Customer Affiliation
• Adding Default Payment Information for a Customer Account
• Searching for a Customer or Contact
• Hiding Duplicate Contact Information from Searches
• Modifying a Customer Account
• Working with Customer States
  • Viewing a Customer's State
  • Changing a Customer’s State
  • Suspending or Closing a Customer Account
  • Forgetting a Customer Account
  • Reactivating a Suspended or Closed Customer Account
• Merging Customer Accounts
• Flagging Duplicate Accounts
• Transferring Account Balances
• Entitlements -- Memberships, Benefits, Passes and Offers
  • About Promotions
  • Managing Customer Memberships
    • Adding a Membership to an Account
    • Deleting a Membership from an Account
  • Managing Customer Benefits
    • Adding a Benefit to an Account
    • Modifying Benefit Details
    • Deleting a Benefit from an Account
  • Managing Customer Passes
    • Modifying a Customer Pass Description
    • Deleting or Cancelling a Customer Pass
• Setting and Managing Customer Donation Opportunity Forecasts
  • Setting a Donation Opportunity Forecast
  • Modifying a Donation Opportunity Forecast
  • Deleting a Donation Opportunity Forecast
• Using Customer Notes
• Creating a Customer Pop-Up Message
• Using the Customer Biography Report
• Tracking Current Customer Orders and Status
• Deleting a Customer Account

Product Guides > 6.8.0 Product Documentation > 6.8.0 Application Documentation > AudienceView User Guides > Customer Services Guide > Customer Services - Customers > Managing Customer Accounts > Working with Customer States > Forgetting a Customer Account

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In AudienceView 6.8.11 HotFix 15 and 6.8.19 HotFix 5 you can forget a customer's personal information.

When an account has been Forgotten, all of the customer's personal information is removed and replaced with Xs. All of the customer's notes, saved payment methods and linkages are removed. All of the customer's history remains.

Forgotten accounts are generally not reactivate and may be forgotten for a number of reasons, including a customer request.

A Forgotten account can be reactivated.  The account becomes editable again but all of the customer's personal information must be reentered. The fields will still display Xs. 

To forget a customer account:

1. Open the Customer Services application from the AudienceView Desktop.
   The Customer|Search page appears.
2. Search for and select the customer account that you want to suspend or close.
   If you selected the default contact, the Customer|Basic page will appear, otherwise the Customer|Advanced page will appear.
3. Select the Basic tab, if necessary.
4. Expand the Customer State section.
5. Enter a brief description of the reason for forgeting the account in the 'State Change Reason' field.
6. Click 'Forget'.
   A window prompts you to confirm that the customer account will be forgotten.
7. Cick 'OK'.
   A window confirms that the application suspended or closed the account.
8. Click 'OK'.

The account’s 'State' and the 'State Change Description' fields are updated, the account becomes read-only and all of the personal information (including 'First Name' and 'Last Name', addresses) is replaced with Xs.

The customer's saved payments, order payments (where the customer is the order customer) and notes are removed. Users and links are deleted.

The following information is not forgetten:

• Notes where the 'Context' is the forgotten customer.
• Contacts and addresses that were added directly to an order.
• Payments added to orders that do not have an order customer.
• Multi-data fields.
• Log files.

Forgotten customers are not automatically excluded from search results.