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

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 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:

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 refund autoresponder.

From the Transaction Actions select ‘Resend Refund Email’.

From the Order Summary Page, select “Resend Email'

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