# Customer Service Tutorial
This article will walk you through common customer service actions.
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*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.
**Note:** Tax Exempt will only opt out of sales tax for a given customer and will only apply to future orders.
*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](https://help.checkoutchamp.com/crm/plugins/phone-switches)
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
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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.
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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**
{% hint style="info" %}
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
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**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’.
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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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