If customers are calling in and report the failure in register/login, please follow the below steps and provide assistance to customers.
Login to Salesforce Commerce Cloud (SFCC) Business Manager (BM) portal https://production-ap02-toysrus.demandware.net/on/demandware.store/Sites-Site/default
After logging in, click “Merchant Tools” → click “Customers”
In the next page, you may search the customer profile by using email (recommended, using “Advanced Search”), first name or last name (by using “Simple Search”)
There will be 3 different scenarios for the search result
a. Customer profile exists, status is “Enabled”
Means customers have already completed the onboarding process and successfully logged in to the website before.
They can just simply click “forgot password” on the Login page to reset the password if they have encountered any issue in login.
b. Customer profile exists, status is “Disabled”
Means customers have NOT yet completed the onboarding process.
They are NOT Star Card members but Powerfront old users
You would be able to see their phone number. Double confirm the details with the customer, and update the details if necessary.
c. Customer profiles DO NOT exist. No search result.
If they are returning customers but profiles do not exist in BM, it means they could be Star Card Members with profiles in our Star Card database.
Login to the below Star Card Member Enquiry portal to check for member details by using card number/email/phone number
You would be able to see their profile details. Double confirm the details with the customers, and update the details if necessary.