# 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 *Advanced Filters* to enter search criteria and then *click* **Search Orders**
*Click* the correct customer’s name to open their customer profile
On the customer’s profile you can *click* the *pencil icons* to edit the customer's information:
*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* **+** button to add a note into the customer's **History** section:
* A dialog box will appear where you can add your note then click the **Create button**:
*Scroll* down to display the orders related to this customer. There are also tabs to display subscriptions (Continuity), custom fields, membership clubs, and files.
*Scroll* down further, you can see all of the **Transactions** and **Fulfillments** related to this customer:
* Issue Refunds and Voids using the Transaction Actions
* Reship or cancel fulfillment using the Fulfillment Actions
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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 **Order ID** or the **Product Name** in the **Order** section:
*Click* on the Order ID 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**
*Click* on the **Product ID** and it 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:**
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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 refund autoresponder.
From the Transaction Actions select ‘Resend Refund Email’.
From the Order Summary Page, select “Resend 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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**Mark a product as Tax Exempt:**
When you want to mark a customer as exempt from all sales tax, you can mark this under the "Other Info" section as shown below:
