# Customer Service Report

This report can be found under **Reports** → **Call Center** → **Customer Service**

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This report can be used to track all customer activity done in the system. You can see action done by the system as well as any user in relation to a customer's profile.

Choose which filters to refine down search:

**Start and End Date**: Search for actions within the selected dates and times&#x20;

**Campaign**: The campaign customers are within

**Campaign Category**: Filter to a campaign category

**Product**: The specific product customer bought

**Call Center:** The call center the customer came through.

**User**: The user within the CRM that did the actions.

**Access Level**: Admin/ Customer Service Agent / Affiliate/ API User/ CS Admin/ Sales Rep

**Base Currency**: Filter by a specific currency

**Country**: Filter by a specific country

**Actions**: see below

1. **Partial** - Incomplete order
2. **New Sale Declined** - New sale transaction not successful
3. **New Sale Success** - Successful new sale transaction
4. **QA Declined** - Quality assurance declined
5. **QA Approved** - Quality assurance approved
6. **QA Pending** - Order set to QA pending
7. **Trial Started** - Started recurring trial
8. **Rebill Started** - Rebill initiated
9. **Trial Completed** - Customer completed trial
10. **Trial** **Failed** - Trial transaction not successful
11. **Rebill Forced** - A user forced the rebill to occur immediately
12. **Rebill** **Success** - Rebill success
13. **Rebill Failed** - Rebill declined
14. **Rebill Completed** - Completed all billing cycles
15. **Recycle** **Saved** - Successful recycle billing transaction
16. **Recycle Failed** - Recycle billing transaction not successful
17. **Order Reshipped** - A user reshipped the fulfillment for an order
18. **Void** - A user voided a transaction on an order
19. **Order Cancelled** - Cancelled order
20. **Rebill Restarted** - Rebill restarted
21. **Agent Note** - Note added by agent
22. **Customer Updated** - Updated customer information
23. **Purchase Updated** - Updated recurring purchase
24. **Order Updated** - Updated order information
25. **Fulfillment Updated** - Updated the fulfillment record
26. **Fulfillment Bundled** - Fulfillment were bundled before sending to fulfillment house
27. **Fulfillment Captured** - Tied to customer history messages for capture on shipment being successful
28. **Refunded** - Successful refund transaction
29. **Refund** **Failed** - Refund transaction failed
30. **Blacklisted** - Customer added to blacklist
31. **Chargebacked** - Chargeback transaction
32. **Membership** **Started** - Customer added to membership (plugin)
33. **Membership Cancelled** - Customer removed from membership (plugin)
34. **Membership** **Restarted** - Customer restarted membership (plugin)
35. **Autoresponder** - Email sent to customer
36. **SMS Autoresponder** - SMS sent to customer
37. **Trial** **Skipped** - Cancelled recurring trial
38. **Rebill Cancelled** - Cancelled recurring purchase
39. **Restart Billing** - Billing cycle restarted
40. **Rma** **Pending** - Fulfillment set to pending return
41. **Order Returned** - Return received from customer
42. **Order** **Shipped** - Fulfillment shipped
43. **Order** **Failed** - Fulfillment failed
44. **Order** **Frozen** - Permanent hold on fulfillment
45. **Account Update Success** - Card was updated via CardSync
46. **Account Update Failure** - Card was not updated via CardSync
47. **Fraud Result** - A fraud result was given by a fraud plugin
48. **Consent Received** - Customer gave consent to rebill (Express Consent only)
49. **Consent Denied** - Customer denied consent to rebill (Express Consent only)
50. **Fulfillment Address Hold** - Fulfillment on hold at fulfillment house due to address validation
51. **Order Export Successful** - Order was exported via webhooks
52. **Order Export Failed** - Webhook export failed
53. **Fulfillment Item Updated** - The fulfillment item was changed or updated
54. **Address Verify Success** - Address was verified by SmartyStreets
55. **Address Verify Failed** - Address was not verified by SmartyStreets
56. **Tax Collection Failed** - Tax reconciliation failed
57. **Fulfillment Cancel Failed** - Fulfillment could not be automatically cancelled at fulfillment house
58. **Tax Calculation Failed** - Request to tax service plugin resulted in an error

* **Include Agent Notes** - Will display both system and agent notes
* **Hide** **System** **Actions** - Hide all action done by system (API calls included)
* **Agent** **Notes** **Only** - Hides all notes unless they are done by an agent

59. The More Filters button found in the bottom right of the panel displays the order custom fields filters.

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The actions seen above are also the ones that will display with the Action Summary section of this report:

<figure><img src="https://3790748257-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FT43PzcNjyZtWby9yrGd3%2Fuploads%2FjTDMCLUN0Cs7r10hADk5%2Fimage.png?alt=media&#x26;token=d39910c3-a1e8-45fd-8e96-6a0e865b6998" alt=""><figcaption></figcaption></figure>

<figure><img src="https://3790748257-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FT43PzcNjyZtWby9yrGd3%2Fuploads%2FrC0gHc7rpRjo40gEFrqc%2Fimage.png?alt=media&#x26;token=1d35677f-5057-4b4f-aa78-5c5ff6072bf2" alt=""><figcaption></figcaption></figure>

Click on the Total amount of the action you are searching to see the Details tab:

<figure><img src="https://3790748257-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FT43PzcNjyZtWby9yrGd3%2Fuploads%2FiiocaHNoF3YdVb6HOrYC%2Fimage.png?alt=media&#x26;token=0eb75e76-6762-4c39-815b-2e8b17cda8ed" alt=""><figcaption></figcaption></figure>

## **Customer Service Report Details** <a href="#customer-service-report-details" id="customer-service-report-details"></a>

#### **Action Summary** <a href="#customerservicereport-summary" id="customerservicereport-summary"></a>

* **Action:** Type of Action initialized by User
* **Total:** # of records affected by Action

#### **Action Summary** <a href="#customerservicereport-summary" id="customerservicereport-summary"></a>

* Username - The user who did the actions
* Field Name – The name of the order custom field that was changed
* Field Value – The value for the order custom field that was set
* Total – The total number of times that a user has set a field to that value

#### **Details** <a href="#details" id="details"></a>

* **Username** - The user who did the actions
* **Customer** - The name of the customer that action was completed on
* **Actions** - What was actually done
* **Message** - Manual agent notes or system generated notes
* **Access Level** - The access level of the user who did the action
* **Date Created** - Date the action was done
* **Is Note** - Will display with a note if agent manually put in a note