When a Customer purchases from a Rep, they will have an account created in order to track all of their sales. The corporate Backoffice of Freedom is traditionally where your company's support team will manage the customer's account should they need to.
It is important to note that your system has been configured to restrict customers from creating duplicate accounts with the same email address. If this is a business rule you wish to change, the Freedom settings that control this are:
If the above settings are unchanged, when a Customer shops with multiple Reps, the customer only has one customer account, and the order is associated and paid to the purchasing Rep.
A blind customer is someone who comes to your site/store without having known a Rep. If you choose to allow blind shopping the following settings will need to be turned on:
Traditionally, clients will set X2_SHOPCART_BLIND_SPONSOR_REPDID to 1 and use that top Rep account for these customers. If you choose to reassign the customers to another Rep, you may do so from the Backoffice.
It is ByDesign's recommendation that any time a customer calls for help, that the support agent leave a note on the account using Account Notes. These are internal notes that only corporate staff can see.