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Customer experience

This page covers what customers see and do in your Public Store — from creating an account and browsing to purchasing, plus how to configure auto-assignment and troubleshoot common issues.

Customer account management​

Customers can interact with your Public Store in multiple ways depending on your configuration:

  • Embedded Sign-In – Top-of-store authentication for existing customers
  • Checkout Authentication – Required sign-in during purchase process
  • New Account Creation – Streamlined account setup for prospects

New account creation​

Customers without existing accounts can create accounts through two methods:

Automatic business lookup

  1. Customer clicks Create an Account
  2. Enters email address and searches for their business
  3. Account is created automatically if the business is found
  4. Manual creation option available if business is not found

Manual account creation

Required information:

  • Email address and full name
  • Business name and category
  • Complete address (country, street, city, state, postal code)
  • Business phone number

After account creation

  • Password setup email is sent to the customer
  • Full Business App access is granted upon password configuration
  • Shopping cart contents are preserved during account creation
  • Automatic salesperson assignment occurs if configured

Auto‑assignment and lead management​

Automatically assign new accounts created through your Public Store to sales team members:

  1. Navigate to Partner Center → Marketplace → Manage Store → Contact Form
  2. Select a salesperson from the dropdown menu
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If no salespeople appear in the dropdown, verify salesperson setup in the account or selected market.

New accounts follow the same auto-assignment rules as Partner Center account creation, including email campaign enrollment and territory-based assignment.

Contact form and lead capture​

The contact form captures prospect information and routes inquiries to the appropriate team member. Configure salesperson assignment and automatic notifications in Manage Store → Contact Form.

Product visibility​

For individual products to appear in your Public Store:

  • The product must be enabled via Start Selling in Marketplace → Discover Products
  • The product must be available in the target market
  • The ALL category must be enabled in Manage Store → Categories

Troubleshooting​

Product not appearing in store​

Check product enablement

  1. Navigate to Marketplace → Discover Products
  2. Search for the missing product
  3. Confirm the Start Selling button shows "Selling" (greyed out)
  4. Enable the product if not already selling

Check market availability

  1. Navigate to Marketplace → Products
  2. Review the "Available in Store" section in the product Overview tab
  3. Verify the product is enabled for the correct market

Check category configuration

  1. Navigate to Marketplace → Manage Store
  2. Expand the Categories section
  3. Confirm the ALL category is enabled
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Individual products not in packages do not appear in Categories and cannot be reorganized via the ALL category.

Categories menu in Marketplace Manage Store showing the ALL category toggle

Sign-in and account issues​

  • Sign-in problems – Confirm the customer account exists and is properly configured; provide password reset assistance if needed
  • New account creation – Assist with manual creation when automatic business lookup fails; verify password setup emails are not blocked
  • Account linking – Ensure proper connection between Public Store and Business App accounts

Embedded store not displaying​

  • Verify the embed code is copied fully and placed in the correct location on your website
  • Test different themes or remove conflicting website styles and scripts
  • Check across browsers and devices to rule out environment-specific issues
  • Escalate to support if problems persist

Data sync issues between Public Store and Business App​

  1. Verify data consistency for the affected account
  2. Check sync processes and try a manual sync if available
  3. Confirm user permissions and access levels are correct
  4. Contact support if inconsistencies continue