Client profiles
The Client Profiles section is where all patient records are stored. It is your central view of every patient connected to your clinic — their contact details, membership status, points balance, Beauty Bank balance, and full purchase history.
Where to find it
In the left-hand sidebar, click Client Profiles under the CRM group. The page loads a grid of all patients registered with your clinic.
The client list
Patients are displayed as cards in a grid — one column on smaller screens, two columns on medium screens, and three columns on larger screens. Each card shows:
- Patient avatar — a coloured circle showing the patient's initials, automatically assigned a colour based on their name
- Full name
- Email address
- Phone number — shown beneath the name if one is on file
- Points — the patient's current loyalty points balance (amber coin icon)
- Spent — the patient's total lifetime spend with your clinic (green icon)
Searching and filtering
The toolbar above the grid contains three controls.
Search bar (left) — type a name, email address, or phone number to filter the list in real time. The search matches any part of the name, email, or phone fields.
Missing DOB filter — a button labelled Missing DOB that, when toggled on, narrows the list to show only patients who have no date of birth recorded. This is useful when running birthday offer campaigns, which require a date of birth to trigger correctly. The button turns amber when the filter is active; click it again (or the × icon that appears) to clear it.
Patient count — displayed alongside the filter controls, showing either the total number of patients or, when a filter is active, how many match (for example, "12 of 47").
The search and the Missing DOB filter can be used together. If both are active, the list shows only patients who match the search text and have no date of birth.
If you are preparing for a birthday campaign and need to identify patients whose birthdays are not recorded, turn on the Missing DOB filter and work through the list, editing each patient's profile to add their date of birth. All the information Glovora needs to send a birthday offer is on file once the date of birth is saved.
Adding a patient manually
- Click Add Patient in the top-right corner of the page.
- Fill in the form fields (see below).
- Click Add Patient to save, or Cancel to discard.
Most patients join your clinic by downloading the Glovora patient app and registering themselves — manual addition is for cases where you need to create a record on their behalf.
What each field means (Add Patient form)
| Field | What it contains |
|---|---|
| First name | The patient's given name |
| Last name | The patient's family name |
| The patient's email address — used for login and notifications | |
| Phone | UK mobile or landline number |
| Address | The patient's home or billing address |
Opening a patient's profile
Hover over any patient card to reveal a three-dot (⋯) action menu in the top-right corner of the card. Click it to see three options:
- View details — opens the full profile panel on the right-hand side of the screen
- Edit profile — opens the edit form to update the patient's name, email, phone, or address
- Delete patient — permanently removes the patient record (owner only; see Role permissions below)
Clicking View details opens a slide-over panel showing the patient's complete profile.
What the profile panel contains
The profile panel slides in from the right. At the top is the patient's avatar, full name, and email address. Below that, the panel is divided into six sections.
Points and Total Spent
Two stat tiles at the top of the panel show a live summary of the patient's engagement with your clinic:
| Tile | What it shows |
|---|---|
| Points | The patient's current loyalty points balance — updates in real time |
| Total Spent | The cumulative amount the patient has paid to your clinic across all completed orders |
Both figures are read-only. Points cannot be adjusted from this panel (see the Points balance section below for details).
Membership
This section shows the patient's current membership status.
| State | Badge colour | What it means |
|---|---|---|
| Active | Green | The patient has an active membership |
| Cancelling | Amber | A cancellation has been scheduled; the membership stays active until the end of the current billing period |
| No Membership | Grey (None) | The patient has no membership |
When the membership is Active, a Cancel button appears. Clicking it opens the Cancel Membership dialogue.
Cancelling a membership
The Cancel Membership dialogue asks you to select a reason before confirming. You must choose one of the following reasons:
- Too expensive
- Not using the benefits enough
- Moving away from the area
- Switching to a different clinic
- Temporary financial constraints
- Unhappy with the service
- Other
The dialogue explains that "the membership will stay active until the end of the current billing period. No immediate cancellation." Once you select a reason and click Confirm Cancellation, Stripe stops future billing and the membership shows as Cancelling with the date it will lapse.
Click Keep Membership to close the dialogue without making any changes.
Membership cancellations cannot be undone through the CRM once confirmed. If a patient changes their mind, they will need to subscribe to the membership again through the patient app, which will create a new billing cycle from the date they re-subscribe.
Beauty Bank
The Beauty Bank is a cash wallet that holds credit for the patient. The section shows:
- Available Balance — the patient's current Beauty Bank balance, displayed in a green card
- Adjust Balance button — opens the adjustment dialogue (see below)
- Transaction history — a list of every credit and debit on the wallet, with arrows and colours indicating the direction: green with a downward arrow for credits, red with an upward arrow for debits
Each transaction in the history shows the description, the date, and the amount.
Adjusting the Beauty Bank balance
- Click Adjust Balance inside the Beauty Bank section.
- The Adjust Beauty Bank Balance dialogue opens.
- Enter an Amount — use a positive number to credit the wallet (for example,
20to add £20) or a negative number to deduct (for example,-10to remove £10). - Enter a Description — a short explanation of why the adjustment is being made (for example, "Goodwill credit — appointment issue"). This is required and appears in the patient's transaction history.
- Click Confirm to apply the change, or Cancel to discard it.
The adjustment appears immediately in the transaction history and the Available Balance updates straight away.
Always write a clear description when making a manual adjustment. The description is visible in the patient's app when they view their Beauty Bank history, so it should read naturally — not as an internal code or shorthand. For example, "Referral reward" or "Compensation for rescheduled appointment" are both appropriate.
Purchase History
The Purchase History section shows every order the patient has placed through the Glovora app. Orders are grouped so that all items from a single checkout appear together.
For each order, the header row shows:
- The date of the order
- The order total (the amount actually charged)
- A Refund button — or a Refunded badge if the order has already been refunded
Inside each order, line items are listed with:
- The item name and quantity (for example, "Lip Filler ×2")
- A Member or Offer badge if a discount was applied, with the percentage shown
- The charged amount for the line
- The original price struck through in grey if a discount was applied
This view shows exactly what the patient paid and what discounts were applied, making it the most accurate record of individual transactions. It differs from the Revenue page, which shows aggregated totals across all patients rather than per-patient line-item detail.
Issuing a refund from Purchase History
- Find the order you want to refund in the Purchase History section.
- Click Refund in the order header.
- The Confirm Refund dialogue opens, showing the full order amount that will be returned to the patient's original payment method.
- Enter a Reason for refund in the text box (required — for example, "Treatment not performed" or "Patient request").
- Click Confirm Refund.
A success message confirms: "Refund issued — patient will receive funds in 3–10 business days."
Refunds are full-order refunds only — individual line items within an order cannot be partially refunded through the CRM. Once a refund is confirmed, it cannot be undone. The order header shows a Refunded badge and the Refund button is no longer available.
Issuing a refund through the CRM sends the amount back to the patient's original card via Stripe. Stripe does not return the processing fee to you when a refund is issued — the fee paid on the original transaction is non-recoverable. The refund function is available to owners and managers only.
Contact
The Contact section shows the patient's contact details as recorded in their profile:
- Phone number (phone icon)
- Email address (envelope icon)
- Date of birth (cake icon) — formatted as day, month, year (for example, 14 March 1989)
All three fields are read-only in this view. To update them, close the panel and use Edit profile from the three-dot menu on the patient's card.
At the very bottom of the panel, the patient's internal ID is shown in small grey text. This is useful if you need to reference a specific patient when contacting Glovora support.
Points balance
The patient's current points balance is displayed in the Points tile at the top of the profile panel. This figure is read-only — there is currently no button in the Client Profiles section to manually add or remove points from a patient's balance.
Points are earned automatically when patients complete purchases through the app and are redeemed when a patient uses them at checkout. If you need to investigate a points balance query from a patient, the Points tile shows the current total, but any adjustments to points would need to be handled through Glovora support.
Staff Notes
The Staff Notes section appears below the Contact section in the profile panel. It is a free-text field where any staff member can record information about a patient — for example, a preference, a flag, or a message for a colleague.
Notes are internal only and are never shown to the patient in the app. A reminder label beneath the textarea reads: "Notes are internal only and are never shown to the patient."
Writing or updating a note
- Open the patient's profile panel.
- Scroll to the Staff Notes section.
- Click inside the textarea and type your note.
- Click Save Note.
- The button briefly shows "Saving…" then confirms "Note saved." for a few seconds.
If a note already exists, the textarea is pre-populated with the current text. Editing it and clicking Save Note overwrites the previous note.
Deleting a note
The Delete Note button appears below the textarea for owners and managers only, and only when a note already exists. Click it to remove the note entirely. This action is permanent.
Write notes as if a colleague will read them cold, with no context. "Prefers afternoon appointments — always asks for Sarah" is more useful than "afternoon / Sarah". Clear notes save time when another staff member handles the patient next.
Role permissions
What a staff member can do on the Client Profiles page depends on their role.
| Action | Owner | Manager | Practitioner | Receptionist | Staff |
|---|---|---|---|---|---|
| View client list | ✓ | ✓ | ✓ | ✓ | ✓ |
| View individual profile | ✓ | ✓ | ✓ | ✓ | ✓ |
| Add new patient | ✓ | ✓ | — | — | — |
| Edit patient details | ✓ | ✓ | — | — | — |
| Delete patient | ✓ | — | — | — | — |
| Issue refund | ✓ | ✓ | — | — | — |
| Cancel membership | ✓ | ✓ | — | — | — |
| Adjust Beauty Bank balance | ✓ | ✓ | ✓ | ✓ | ✓ |
| Write staff notes | ✓ | ✓ | ✓ | ✓ | ✓ |
| Delete staff notes | ✓ | ✓ | — | — | — |
Deleting a patient is permanent and cannot be undone. The patient's entire record — including their purchase history, points balance, and Beauty Bank balance — is removed. This action is restricted to owners for this reason. If you need to archive a patient rather than delete them, there is currently no archive feature; speak to Glovora support for guidance.
Common mistakes
Searching by first name only when a patient cannot be found. The search bar matches against the full name, email address, and phone number simultaneously. If a patient cannot be found by first name alone — perhaps because their name is spelt differently in the system — try searching by their email address or the last few digits of their phone number instead.
Expecting a partial refund to be possible from the profile. Refunds issued through a patient's Purchase History are always for the full order total. If a patient wants a refund for only one item in a multi-item order, the CRM does not currently support partial refunds. The full order must be refunded, and if appropriate, you can issue a Beauty Bank credit for the difference using the Adjust Balance function.
Adding a patient manually when they have already registered through the app. When a patient downloads the Glovora app and registers themselves, their profile is created automatically and appears in the Client Profiles list. Adding them again manually creates a duplicate record. Before adding a patient manually, search for them by email address to confirm they do not already have a profile.
Using the Missing DOB filter and forgetting to clear it. The Missing DOB filter stays active until you click it again to turn it off. If the patient list appears unusually short — or a patient you know exists cannot be found — check whether the filter is still on. The filter button turns amber and shows an × icon when it is active.