Manage customers

Use customer data tables to view, manage, and add customers.

By default, customer data is organized into two segments: customers, and leads. A segment is a filtered view of the data set. The lead segment contains information on customers who have not made a payment yet (payment count < 1). The customer segment contains information on customers who have made one or more payments (payment count > 1). To view filters that are applied to a segment, at the top of the table, click .

To add or manage segments, or to apply or edit filters on a segment, see Segments.

Customer interactions

This section describes all interactions that are available in customer data tables.

Add a customer

Use this process to add new customers.

1. In the left navigation bar, click , then click Customers .
2. In the top right of the screen, click Add customer → .
3. Enter the customers details, then click Save customer .

Add customer data to a blocklist

Use this process to add customer data to a blocklist.

Blocklists help to prevent fraud and criminal activity. Blocklists are lists of customer attribute values that are blocked from buying from you. For example, if a customer attempts to make a purchase from you with a credit card or fingerprint that is in a blocklist, the transaction is blocked and will not be processed. For more information, see Blocklists.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Block customer .
4. Select a blocklist type, complete the form, then click Save .

Add notes, attachments, or tags to a customer activity

Use this process to add information to a customer activity, or to tag a colleague or Rebilly support to get their input or help.

1. In the left navigation bar, click , then click Customers , Payments , or Billing .
2. Select a transaction.
3. In the Timeline section, select from the following:
   • Tag an email address or Rebilly support:
     1. In the text input field, click .
     2. In the dropdown, select a user or Rebilly support, then press Return or Enter on your keyboard.
   • Add an attachment:
     1. In the text input field, click , select a file, then click Open or Attach .
     2. Enter a message, and press Return or Enter on your keyboard.
   • Add a link to a customer or transaction:
     1. In the text input field, click , in the dropdown, select Customers or Transactions .
     2. Select a transaction or customer, then press Return or Enter on your keyboard.
   • Add a note:
     1. Click in the text input field and write a message.
     2. Press Return or Enter on your keyboard.

Collect or register a payment

Use this process to collect a payment for an unpaid invoice, or to register a payment that was processed outside of Rebilly.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Collect payment .
4. Enter the amount, currency, and a description.
5. Select one of the following payment options:
   • Process with payment instrument : Choose this option to use the process the payment with the customers default payment instrument.
   • Paid outside Rebilly : Choose this option to register a payment that was processed outside the Rebilly product.
   • Pay with Rebilly hosted payment form : Choose this option to generate a hosted payment form URL to share with the customer.
6. Click Submit .

Create a subscription or one-time order

Use this process to create a subscription or one-time order. A one-time order is a single, non-recurring, amount that a merchant charges a customer. A subscription is a recurring amount that a merchant charges a customer.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Create order .
4. Complete the form, then click Save order .

Create a credit memo

Use this process to create a credit memo. A credit memo is a record which describes a certain amount that is owed to a customer. A credit memo is also a means of providing a customer with store credit. A common use case for using a credit memo is to provide a customer with store credit, rather than a refund, if the customer pays more than they owe or returns a product.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Create credit memo .
4. Complete the form, then click Create Credit Memo .
5. Allocate the credit memo to an upcoming invoice .

To apply a credit memo to an invoice, see Allocate a credit memo to an invoice. To edit a credit memo, see Edit a credit memo.

Edit customer information

Use this process to edit a customer's information.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customers name.
3. In the right of the screen, click , then click Edit customer .
4. Edit the customer's information, then click Save .

Edit or view a customer's lead source information

Use this process to edit or view the lead source information that is associated with a customer.

A lead source is the marketing campaign that was responsible for the customer's interaction, or a sale or trial. This metadata is added to the customer's information, and contains common attributes from Google analytics and affiliate tracking applications.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Edit lead sources .
4. Edit the form, then click Save .

Enable EDD for automatic customer verification

Use Enhanced Due Diligence (EDD) to confirm customer-provided information against public sources for multiple risk factors such as arrest, fraud, bankruptcy, and occupation information. This feature provides search logs of every automatic check. You can also manually set EDD scores for each factor, if you confirm EDD information in another way. To use this feature, you must manually enable the EDD feature on a customer's account.

The automatic EDD score is updated once a month. If the score is set manually, the automatic check will not update the score, but search logs will be collected.

When this feature is enabled, the EDD process is completed on a specific customer each time they use Rebilly.

1. In the left navigation bar, click Data Tables , click Customers , then in the Name column, click a customer.
2. In the right of the screen, scroll down to the Enhanced Due Diligence (EDD) section.
3. Select the EDD is required for this customer checkbox. The EDD scores section expands to display more information. EDD scores remain empty until an automated search or manual update is completed. The next automated search date is displayed at the bottom of the EDD section.

To manually update a customer's EDD score, see Manually update a customers EDD score.

Export table data as a CSV file

Use this process to export data that is contained in a data tables segment to a CSV file.

1. In the left navigation bar, click , then click Payments .
2. Select one of the following segments: Credits , Disputes , Sales , or Voids and refunds .
3. In the top right of the screen, click Export , then click Export as CSV . When the reported is generated, a notification is displayed in the left navigation bar.
4. In the left navigation bar, click , then click the file to download.

Generate and share a billing portal URL

Use this process to generate and share billing portal links, which enable customers to add a new payment card or update their address in advance of a renewal. The unique link can be used in customer emails or live chat.

1. In the navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Generate billing portal link .
4. Select a billing portal, then click Generate link .
5. Copy the URL and share it with the customer.

Manage a customer's payment instruments

Use this process to: add a payment instrument, set a default payment instrument, set a back up payment instrument, deactivate a payment instrument, update the payment instrument expiration date, edit a payment instrument address, update the associated sticky gateway, or copy the payment instrument fingerprint.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customers name.
3. In the top right of the screen, click the active payment instrument.
4. In the Manage Payment Instruments dropdown, select from the following:
   • Add a new payment instrument: Click Add new .
   • Set a default payment instrument: Locate the payment instrument, then click Set as primary .
   • Set a back up payment instrument: Locate the payment instrument, then select the Use as backup checkbox.
   • Deactivate the payment instrument: Locate the payment instrument, then click Deactivate .
   • Update the expiration date of the payment instrument: Locate the payment instrument, then click Update exp.
   • Edit the address associated with the payment instrument: Locate the payment instrument, then click Edit address .
   • Update the associated sticky gateway: Locate the payment instrument, then click .
   • Copy the fingerprint associated with the payment instrument: Locate the payment instrument, then click .

Edit or view a customer's tax ID numbers

Use this process to edit or view tax ID numbers that are associated with a customer.

As a merchant, you may need to display a customer's tax ID number on invoices you issue. This section describes how to add and manage a customer's tax ID numbers. For more information on managing taxes, see Taxes.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the Tax ID numbers section, select from the following:
   • Add a new tax ID number: Click Add .
   • Delete a tax ID number: On the right of a tax ID number, click , then click Delete .
   • Set a default tax ID number: On the right of a tax ID number, click , then click Set as default .

Manually update a customer's EDD score

To use this feature, Enhanced Due Diligence (EDD) must be enabled. To enable EDD, or for more information on EDD, see Enable EDD for automatic customer verification.

1. In the left navigation bar, click Data Tables , click Customers , then in the Name column, click a customer.
2. In the right of the screen, scroll down to the Enhanced Due Diligence (EDD) section.
3. Optionally, if not already selected, select the EDD is required for this customer checkbox.
4. Click Edit manual scores .
5. Complete the form, then click Update scores .

Merge duplicate customer entries

Use this process to merge duplicate customer entries into one entry.

1. In the left navigation bar, click , then click Customers .
2. On the left of the Name column, select the checkbox beside the duplicate customer entries.
3. At the top of the table, click Merge duplicate customers .

Redeem a coupon

Use this process to apply a coupon to a customers account. For more information, see Coupons & discounts.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Redeem coupons .
4. Select a coupon, then click Redeem .

Refund transactions

Use this process to refund a single transaction or refund multiple transactions.

When you refund a transaction:

• A new transaction is created with type refund or void .
• The original transaction status changes from completed to partially-refunded , refunded or voided .
• The refund is displayed in the Timeline section.

For more information on transaction statuses, see Transactions.

Refund a single transaction

1. In the left navigation bar, click .
2. Click Customers and select a customer.
3. Select one of the following:
   • Refund from the segments section:
     1. Select the Show segments toggle to enable segments.
     2. Click Payments , then click Sales .
     3. Select the transaction.
     4. Click Refund , select an amount, then click Apply .
   • Refund from the Timeline:
     1. In the Timeline section, locate the transaction and select it.
     2. Click Refund , select an amount, then click Apply .

Refund multiple transactions

1. In the left navigation bar, click .
2. Click Customers and select a customer.
3. Select one of the following:
   1. In the left navigation bar, click .
   2. Click Payments , then click Sales .
   3. Select the checkbox on the left of each transaction.
   4. Click Refund selected items .
   5. In the Refund transactions prompt, click Refund .

Request deposit

Use this process to create a request deposit link. When the customer opens this link, a hosted cashier is displayed with amounts that are configured based on your cashier strategies.

1. In the left navigation bar, click Data Tables , click Leads or Customers , then select a customer.
2. In the right of the screen, click , then click Request deposit .
3. In the Currency dropdown, select a currency for the request.
4. In the Website dropdown, select the website from which the deposit is requested.
5. Optionally, to apply a specific strategy for the request, select the Select cashier strategy checkbox and choose a strategy from the Cashier strategy dropdown. This option is displayed if one or more strategies exist.
6. Optionally, to present fixed amounts in the cashier deposit request and not use cashier strategies , in the Amounts section, click Add amount , then define amounts. \ If you want to use cashier strategies , do not add values to the Amounts section.
7. In the Custom amounts section, select from the following options:
   • Based on strategy : Cashier deposit request uses the custom amounts from the matching strategy. This is the default option.
   • Deny : Cashier deposit request does not present custom amounts to the customer.
   • Allow : Cashier deposit request presents custom amounts to the customer.
8. Optionally, to add more form fields to the cashier request, in the Custom properties section, click Select a custom property set and choose a custom property set from the dropdown. This option is displayed if one or more custom property sets exist.
9. In the Redirect URL field, define the web page where the customer is sent after they complete a deposit. If this field is empty, the field defaults to the website URL.
10. In the Expiration date field, set a date from which the request is no longer available to the customer. If no date is selected, the value is +1 hour from creation time.
11. Click Generate link , then share the cashier deposit link with the customer.

Request KYC documents

Use this process to request KYC documents from your customer. For more information, see KYC.

1. In the navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Request KYC documents .
4. Complete the form, then click Generate link .
5. Share the generated link with the customer.

Send a payout

Use this process to pay your vendors or customers. A payout creates a credit transaction. For more information, see Transactions.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Send payout .
4. Enter the amount, currency, request ID, and add a description.
5. Click Submit .

Request a payout

To create a payout request on behalf of a customer and to share a payment link, see Request a payout

Tag a customer

Use tags to organize and categorize customers based on keywords. To create a segment based on tagged customers, or to filter based on tags, see Create a new segment.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customers name.
3. In the right of the screen, click + Add tag , then click Edit customer .
4. Edit the customer's information, then click Save .

Upload KYC documents

Use this process to upload a customers's KYC documents. For more information, see KYC.

1. In the navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. In the right of the screen, click , then click Upload KYC documents .
4. Upload the customer's KYC documents.

View or cancel active subscriptions

Use this process to view or cancel active customer subscriptions. For more information on subscriptions, see Billing interactions.

1. In the navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. Under the Segments section, in the right of the screen, in the Active subscriptions section, click , then click View or Cancel subscription .

View customer activity

Use this process to view a customer's activity timeline. The timeline displays all activity by date and time. To interact with an activity and view detailed information: on the activity, click .

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customers name. In the Timeline section, all customer activity is displayed.

View customer details and activity

Use this process to view customer specific information and activity, such as: payment, billing, and log data from the customer detail page.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. Toggle the Show segments slider, and select from the following:
   • View a customer's payments transactions:
     1. Click Payments , then click a segment.
     2. In a table, click a transaction ID or customer ID.
        Use this screen to: view payment status, view risk analysis information, view the payment instrument, query the gateway, dispute the payment, and more. For a complete list, see Payments interactions .
   • View a customer's billing transactions:
     1. Click Billing , then click a segment.
     2. In the table, click a transaction ID or invoice number.
        Use this screen to: edit an invoice; cancel, pause, or resume an order; update a renewal date, redeem a coupon, download or email an invoice, view upcoming invoices, and more. For a complete list, see Billing interactions .
   • View log data:
     1. Click Logs , then click a segment.
     2. In the table, click .
        Use this screen to inspect an API interaction log, which includes: date and time of the interaction, request and response information.
        For more information, see Manage logs .

To add or manage segments, or to apply or edit filters on a segment, see Segments.

View active, upcoming, pending, past subscriptions, and one-time orders

Use this process to view a customer's active, upcoming, pending, past subscriptions, and one-time order.

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer's name.
3. On the right of the screen, Active subscriptions , Pending subscriptions , Past subscriptions are displayed.
   To interact with subscription item, click .

View completed AML customer checks

Use this process to view completed customer Anti-Money Laundering (AML) checks for a particular customer. For more information on customer AML checks and how to manage reviews, see Manage AML.

1. In the left navigation bar, click , then click Customers or Leads .
2. In the Name column, click a customer or lead name.
3. In the right of the screen, in the AML checks section, view the details of completed AML checks.
   To view more information on a particular AML check, click the ID number of a check.
   AML check time and date information is also displayed in the customer's timeline.

View uploaded KYC documents

Use this process to view uploaded customer Know Your Customer (KYC) documents. For more information, see Upload KYC documents and Manage KYC documents.

1. In the left navigation bar, click , then click Customers or Leads .
2. In the Name column, click a customer or lead name.
3. In the right of the screen, in the KYC section, a list of uploaded KYC documents is displayed.
4. In the document column, click a KYC document to view it.

Related topics

• Customize tables
• Manage logs
• Manage billing
• Manage payments
• Segments