Customer Service Report

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

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

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

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

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

Customer Service Report Details

Summary

• Action: Type of Action initialized by User

• Total: # of records affected by Action

Details

• 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