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, in the top right of the table, click Filters.

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. In the ID field, enter a unique ID for the customer.
4. In the Website ID dropdown, select a website to associate with the customer.
5. In the First name and Last name fields, enter the customers name.
6. In the Organization field, enter the name of the customer's organization.
7. In the Job title field, enter the customers job title.
8. In the Date of birth field, enter the customers date of birth.
9. In the Address line 1 , Address line 2 , City , Country , Region , and Postal/ZIP code fields, enter the customers address.
10. In the Phone number field, enter the customers phone number.
    To add multiple phone numbers, click Add phone number .
    If more than one phone number is added, to set a primary phone number, select Make primary .
11. In the Email field, enter the customers email address.
    To add multiple email addresses, click Add email address .
    If more than one email address is added, to set a primary email address, select Make primary .
12. In the Default payment instrument section, select a payment instrument to associate with the customer and enter the details of the payment instrument. The default payment instrument is used for autopay for customer subscriptions.
    Autopay is a feature that automatically collects payment from a customer on the renewal date of a subscription using the customer's default payment instrument. You can also set a default payment instrument when creating an order or editing an order. For more information, see Create an order , Edit a subscription order , and Activate or deactivate autopay .
13. Optionally, to use the payment instrument as a backup payment method if the primary payment instrument is declined, select Allow use as a backup method .
14. At the bottom of the page, 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 a note, attachment, or tag to customer activity

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

1. In the left navigation bar, click , then click Customers .
2. In the Name column, click a customer.
3. In the Timeline section, select from the following:
   Tag a user or Rebilly Support

   1. In the text input field, click .
   2. In the dropdown, select a user or Rebilly Support.
   3. 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 description, then press Return or Enter on your keyboard.
   Link 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. In the text input field, enter 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 an order

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

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. In the Website field, select a website to associated with the order.
5. In the Order type section, select one of the following options:
   • To create a recurring order: Select Subscription .
   • To create a single non-recurring order: Select One-time .
6. In the Products and plans section, select products and plans to add to the order.
   Optionally, customize the order for this customer

   Use this option to create custom product and pricing plan settings for this order. For example, use these settings to sell a product at a different price than what is configured in the related pricing plan, for this customer only. These settings are unique to this order, and will not affect other orders, plans, or customers.

   1. In the Products and plans section, under the order item you added in the previous step, click Edit plan , then select from the following:
      Customize pricing

      Use this option to configure custom pricing for this order.

      1. Click Pricing .
      2. In the Pricing formula dropdown, select a custom pricing formula.
      3. In the Price field, enter a custom price.
      Customize recurring settings

      Use this option to configure a custom recurring period for this order.

      This option is only available for recurring plans.

      1. Click Recurring .
      2. Under Reoccurs , select one of the following:
         • Specify that the plan reoccurs until canceled by you or the customer: Select Reoccurs until canceled .
         • Specify that the plan reoccurs for a specific number of times: Select Limited to , then enter the number of times.
      3. In the Recurring period section, specify how often the plan reoccurs.
      Customize the details of a pricing plan

      Use this option to configure a custom plan name, currency, or plan type for this order.

      1. Click Plan info .
      2. In the Name field, enter a name to display on receipts and invoices.
      3. In the Currency dropdown, enter the currency to use for this order.
      4. Under Type , select one of the following:
         • Change the plan to a trial only plan: Select Trial only .
         • Change the plan to recurring plan: Select Subscription .
         • Change the plan to a non-recurring order: Select One-time .
      Customize metered billing

      Use this option to configure custom metered billing based on usage for this order.

      This option is only available for metered billing plans that are billed in arrears (postpaid). To activate metered billing, enable postpaid settings: Click Billing timing, then select Postpaid.

      1. Click Activate metered billing .
      2. In the Metered billing strategy dropdown, select on of the following:
         • Accumulate the usage and report the total: select Sum of reported usage .
         • Report every usage: Select this strategy to Last reported usage .
      3. In the Minimum quality field, enter the minimum quantity to charge at the end of a service period regardless of reported usage.
      4. In the Maximum quality field, enter the maximum quantity to charge at the end of a service period regardless of reported usage.
      Customize billing timing

      Use this option to configure custom billing timing for this order.

      1. Select one of the following:
         • Specify that payments must be paid in advance: Select Prepaid .
         • Specify that payments must be paid at the end of the billing cycle: Select Postpaid .
      2. In the Service period anchor section, to set date when the service period renews, select Activate service anchor shift and specify a date.
         The start date and service period anchor date determine when the service period starts and ends.
      3. In the Timing section, to set the date when the invoice is issued and when payment is due, select from the following:
         • Specify when the invoice is issued: Select Activate issued time shift: and specify when to issue the invoice in relation to the service period anchor date.
         • Specify when the invoice is due: Select Activate due time shift and specify when the invoice is due in relation to the date when the invoice is issued.
      Customize trial and setup

      Use this option to configure custom trial or setup settings for this order.

      1. Click Trial and setup .
      2. In the Trial section, to configure a custom trial period, select Activate trial , then specify the trial period length and total price. For a free trial, in the Trial price field, enter 0 .
      3. In the Setup section, to configure a custom setup fee, select Activate setup , then specify the setup fee amount.
   2. Click Save .
7. In the Payment preferences section, select from the following:
   Automatically collect payment at the invoice due time

   In the AutoPay section, select On.

   Specify trial settings

   • To specify that the order is non-recurring and is complete after the trial period ends: In the Trial section, select Trial only , and enter the end date of the trial.
     Note: A trial can be configured when no trial is defined in the related pricing plan.
   • To override the trial period length of the related pricing plan, select Override trial settings . For example, use this setting to provide a longer or shorter trial period than the one defined in the related pricing plan, or to create a trial if the related plan has no trial.
Select a default payment instrument to use to collect payments for the order

In the Default payment instrument section, select a payment instrument and enter the details.
Note: A default payment instrument takes precedence over the customer's primary payment instrument.

Apply one or more coupons to the order

In the Coupon section, select coupons. For more information, see Coupons.

Specify when the pending order is automatically abandoned, if the customer does not activate it

In the Abandon time section, select an option.

8. In the Shipping section, select from the following:

   info

   To access shipping settings, the related product must have associated shipping settings configured. For more information, see Create a product and pricing plan and Shipping

   • To dynamically calculate shipping costs based on your configured shipping rate settings: Select Rebilly .
   • To manually specify the shipping costs for the order: Select Manual .
9. In the Timing section, select from the following:
   Specify when the order starts

   In the Start date section, select one of the following:

   • To start the order immediately, select Now .
   • To start the order at specific date, select Specific date .
Specify when the order renews
In the Renewal section, select one of the following:
• To renew the order at the end of the service period, select At the end of the service period .
• To renew the order at a specific date, select Specific date .
Specify when the service period renews and invoices are prepared

In the Service anchor date section, select Activate service anchor shift and select a date.

10. In the Invoice time shift section, select from the following:
    Specify or adjust when the invoice is issued

    Select Activate issued time shift and select a date and time.

    Specify or adjust when the invoice is due:

    Select Activate due time shift and select a date and time.

11. Optionally, to add information or notes to display on the customer's invoice, in the Notes section, enter details.
12. At the bottom of the screen, click Save order .

Create a credit memo

Use this process to create a credit memo. A credit memo is a record that describes a certain amount that is owed to a customer. 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 .

For more information, see Allocate a credit memo to an upcoming invoice, and Edit a credit memo.

Create a quote

Use this process to create a quote. A quote is a pricing estimate for requested goods or services and can help facilitate negotiation before creating an order. Customers can approve or reject a quote. If approved, a new order is created based on the quote. A quote has an expiration date. Merchants can also recall or cancel an issued quote.

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 quote .
4. Complete the form, then click Save quote .
5. Optionally, edit the quote .

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 .

Activate 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 for 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 activate 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 active, 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 .
2. In the Name column, click a customer.
3. In the right of the screen, scroll down to the Enhanced Due Diligence (EDD) section.
4. 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 customer's 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 select Customers , Payments , or Billing .
2. Optionally, select which columns to include in the export:
   1. In the top right of the screen, click Edit columns .
   2. Add or remove columns, then click Apply .
3. Optionally, arrange the order of the columns in the export:
   1. In the top right of the screen, click Edit columns .
   2. Drag columns to arrange their order, then click Apply .
4. 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.
5. 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. Customers use billing portals to add new payment cards or update their address in advance of a renewal. This process creates a unique link can be shared by email or in 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 manage a customer's payment instruments.

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, under Payment instruments , 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 .

Manage a customer's tax ID numbers

Use this process to manage a customer's tax ID numbers. As a merchant, you may need to display a customer's tax ID number on invoices you issue. This process describes how to add tax ID numbers that are displayed on customer invoices, and also how to delete, or set a default tax ID number.

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 tax ID number .
   • 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

Use this process to manually update a customer's EDD score based on EDD information you confirmed outside Rebilly.

1. In the left navigation bar, click Data tables , click Customers .
2. In the Name column, click a customer.
3. In the right of the screen, scroll down to the Enhanced Due Diligence (EDD) section.
4. Optionally, if not already selected, select the EDD is required for this customer checkbox.
5. Click Edit manual scores .
6. In each dropdown, based on your research, select the likelihood for each risk factor.
7. 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 coupons to a customers account.

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 one or more coupons.
5. Optionally, notify the customer by email that coupons were redeemed, select Send email to customer .
6. 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 payments section

   1. Turn on the Display segments toggle to activate segments.
   2. Click Payments , then click Sales .
   3. In the ID column, select the transaction.
   4. Click Refund , select an amount, then click Apply .
   Refund from the Timeline section

   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 , then click Customers .
2. In the Name column, click a customer.
3. Turn on the Display segments toggle to activate segments.
4. Click Payments , then click Sales .
5. Select the checkbox on the left of each transaction.
6. Click Refund selected items .

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 Use 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. This process generates a link that is shared with the customer. When the customer opens the link, they are guided through document submission process. 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. Under Select document types , select one or more documents types to request from the customer. For more information on document types and how they are analyzed, see Automated KYC document analysis .
5. For each document type, to set the number of allowed failed upload attempts, in the Max attempts field, enter a number.
6. Optionally, if you selected the Identity proof document type, and want the customer to take a "selfie" during the document upload process, select the Require selfie checkbox.
7. In the Document verification level section, select from the following:
   • Strict: Apply strict verification requirements. Use this option for requests that relate to credit transactions.
   • Relaxed: Apply a lesser number of verification requirements. Use this option for requests that relate to sale transactions.
8. In the User Interface(UI) section, select which user interface to use for the document upload process:
   • Latest UI (V2): Use the latest UI.
   • Legacy UI (V1): Use the legacy UI.
9. Optionally, enter a message which describes the reason for the documentation request.
10. In the Redirect URL field , specify a URL where the customer is directed after they submit KYC documents
11. Click Generate link .
12. 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. In the Amount field, enter the amount you want to pay.
5. In the Currency dropdown, select the currency you want to pay in.
6. In the Request ID field, enter a unique ID for the payout.
7. In the Description field, enter a description for the payout.
8. 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 this process 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 .
4. Enter a tag name, then click Apply .

Upload KYC documents

Use this process to upload KYC documents on a customer behalf. 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 how to manage billing subscriptions, see Billing interactions.

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, 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.
3. Scroll down to the Timeline section, where 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. Turn on the Display segments toggle, 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 information

   1. Click Billing , then click a segment.
   2. In the table, click 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 a customer's orders

Use this process to view a customer's active, upcoming, pending, past subscription orders.

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 a 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