Working with Customers in SCIS Fallback

This topic applies to

Applies to

SuiteCommerce InStore


Entering new customer information is not supported in Fallback. However, while in Fallback, a sales associate can click or touch the Assign Customer link to assign an existing customer to an order. The Assign Customer capability is successful only if there is a customer record in NetSuite that matches the customer identifier entered in Fallback. The customer identifier can be an email address, a customer ID, or the customer's first or last name.

After the order is submitted in Fallback, during the transaction creation process in NetSuite, the customer identifier is matched against the list of customers in the system. If the identifier matches an existing customer, the customer is associated with the SCIS Fallback Transaction record, and then the customer information is carried through to the final transaction created in NetSuite.

If the customer identifier does not match an existing customer, or if it matches more than one customer, then the final transaction is not created. In this case, an Administrator or SCIS Fallback Auditor must perform a manual reconciliation by editing the SCIS Fallback Transaction in NetSuite to trigger creation of the final transaction. For more information, read SCIS Fallback Transaction Reconciliation.


In Fallback, customer search, and adding customers are not supported. The Customer Profile is not available.

If the sales associate does not assign a customer to the order in Fallback, then a default Fallback customer is assigned to the order.

For step-by-step instructions for sales associates, read Assign a Customer to an Order in Fallback.