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Customer Service Tutorial

This article will walk you through common customer service actions.

Navigate to Customer → Customer Service to search for customers. Use the search fields to locate the Customer or Customers that you are looking for then click Search Orders

Click a customer’s name to open their customer profile.

Or

Click the arrow to open the orders for that customer.

Or

Click a specific order to open that order (and not the customer profile).

On the customer’s profile you can click the pencil icons to edit the customer's information:

Under Other Info you can see the CC Funnel name and Page names under Custom1 and Custom2

Other Info:

Here you can update certain fields for the customer, apply a credit amount for rebills, and even update their Login and Password if being used for membership pages.

Select the green Create New Order button to start a new order with that customer’s information or click the Start C/S Call button to call the phone number on record with a Phone Switch Plugin

In the History section on the right side of the profile, Select the green + Note button to add a note into the customer's History section. The history section will also show system actions such as autoresponder emails, recurring billings, and webhooks.

  • A dialog box will appear where you can add your note then click the Create button. Manual note entries will display in green text.

Scroll down on the customer’s profile to display the orders related to this customer:

Scroll down further, to see all of the Transactions and Fulfillments related to this customer:

  • Issue Refunds and Voids using the transaction’s Actions button

  • Reship or cancel fulfillment using the fulfillment’s Actions button

Refund vs Void

Void transactions are different from refunds in that they are used to revert a pending charge that has not settled yet. An unsettled transaction cannot be refunded because no money has been actually transferred from the customer’s debit or credit card company to the merchant. It is not possible to do a partial void.

Refunds are issued after a transaction has settled and the customer has paid for the good or service. The refund action will refund the amount back to the card holder’s bank account.

If a refund fails then it will go into a refund queue where the system will try to refund the transaction again automatically once a day for 3 days - if it fails after the 3rd attempt then it will be removed from the refund queue and an email will be sent to the emails inside the Notify Emails section.

Interact with the customer's purchase by either clicking on the OrderId or the Product Name of a subscription product in the Orders section:

Click on the OrderId and it will bring you to the Order Summary page where you can:

  • Cancel an order

  • Process a refund - If you refund from here then the system will try a void first and then a refund if the void fails

  • Resend the welcome email

  • Perform Actions on this order’s transaction and fulfillment

Clicking on the Product Name of a subscription product will take you to the Purchase Details screen where you can:

  • Restart, skip or stop a trial

  • Select a different product option

  • Change a price point or billing date

  • Cancel a subscription

  • Force bill the order’s current cycle

If updating the quantity, make sure to place the Unit Price so the system can calculate the correct Price.

Ex. Quantity X Unit Price = Price

Resend a Refund or Void Email:

When an order is refunded or voided, you can resend the email to inform the customer.

From the Transaction List, select ‘Actions’ and ‘Resent Refund Email’.

Customer Service Agents do not have the ability to blacklist customers via the customer profile, this is reserved for Customer Service Admins.

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