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 Filter icon.

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 Data tables icon , 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 Data tables icon , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , then click Blocklist .
  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 Data tables icon , 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 Tag a user or support icon .
      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 Attachment icon , 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 Link a customer or transaction icon , 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 Data tables icon , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , then click Collect payment .
  4. Enter the amount, currency, and a description.
  5. Click Pay invoice , then 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.
    • Process 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.

warning

To create a subscription or one-time order, you must have a product and pricing plan, and a payment gateway configured. For more information, see Create a product and pricing plan and Add a payment gateway.

  1. In the left navigation bar, click Data tables icon , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , 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 Data tables icon , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , 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 Data tables icon , then click Customers .
  2. In the Name column, click a customers name.
  3. In the right of the screen, click Action icon , 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.

note

Lead source information is passed automatically when the payment token is created using FramePay to collect payment card data. For information on how to set this up, see Lead sources.

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

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 Data tables icon , 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 Notifications icon , 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 data tables button , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , then click Billing portal .
  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 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 Data tables icon , 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 back up payment instrument: Select the Use as backup checkbox.
    • Deactivate the payment instrument: Click Deactivate .
    • Update the expiration date of the payment instrument: Click Update exp.
    • Edit the address associated with the payment instrument: Click Edit address .
    • Update the associated sticky gateway: Click Sticky gateway icon .
    • Copy the fingerprint associated with the payment instrument: Click Fingerprint icon .

Merge duplicate customer entries

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

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

Refund transactions

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

Note

If you issue a refund before funds are withdrawn from a customers account, the original transaction status will be set to: voided.

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

Request KYC documents

Use this process to request KYC documents from your customer.

warning

This feature is available for the Rebilly KYC product only. For more information, see KYC.

  1. In the navigation bar, click data tables button , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , 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.

Important
  • Before you send a payout, ensure that your payment gateway account has this functionality enabled on your account. Depending on your provider, you may need to request this through support.
  • Payouts cannot be reversed. Before you send a payout, ensure that the payee and amount are correct.
  • Do not use payouts in place of a refund, there may be tax reporting requirements. Refunds are related to the original transaction. For more information, see Refund transactions .
  1. In the left navigation bar, click Data tables icon , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , then click Send payout .
  4. Enter the amount, currency, request ID, and add a description.
  5. Click Submit .

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 Data tables icon , 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.

warning

This feature is available for the Rebilly KYC product only. For more information, KYC.

  1. In the navigation bar, click data tables button , then click Customers .
  2. In the Name column, click a customer's name.
  3. In the right of the screen, click Action icon , 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 data tables button , 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 Action icon , 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 Expand icon.

  1. In the left navigation bar, click Data tables icon , 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 Data tables icon , 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 View icon .
        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 Data tables icon , 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 Action icon .

Related topics