Customer Service

This article will walk through Customer Handling options and how to manage a customer. This will be beneficial to internal operations as well as any customer support team. 

In this article: 

• Search a Customer or Transaction
• Customer Page Navigation
  • Editing a Customer
• Customer Modification
  • Blacklisting
  • Marking as Fraud
  • Editing a Customer address
  • Adding a new Card
• Order Modification
  • Cancel a Customer or Transaction
  • Refund a Customer or Transaction
  • Mark an Alert or Chargeback
  • Force Bill a Scheduled Charge
  • Ship a Charge
  • Swap an Offer
  • Give Store Credit to a Customer
• Shipment Modifications
  • Reship an Item
  • Skip a Shipment
  • Add a Free Shipment
  • Generate RMA and Returns
• Other Modifications
  • Responders

Search a Customer or Transaction

To locate a customer quickly using the Customer ID or Email, use the quick search bar at the top of the page:

For more specific or filtered searches, navigate to the Search section. 

Select Search then choose from Customers, Order Offers, Transactions or Shipments. All search mechanisms allow for easy export of the raw data records.  

Customers

Unique Customer Records, which includes all transactions, orders and shipments.

Customer Search also allows a user to create a Customer Cohort based on filters applied to the search results. **This is most popularly used by Customer Support teams

Orders

Orders can contain multiple Offers that group into a single charge. Subscription Offers will have Offer Cycles which schedule out the billing schedule. 

• Order Search will give the unique Order, an aggregate of offers within that Order
• Order Offer will break the Offers out to unique line items from that Order
• Order Offer Cycle will give all unique subsequent past and scheduled transaction cycles for every Offer. 

Charges

This is the actual transaction that occurred on the for the customer. A charge can be comprised of multiple offers

For example, if you want all scheduled transactions that are for Cycle 2, the Charges Search is where this is achievable.

Shipments

allows search for specific shipment records

If you want to search by more than just the Customer ID or Email, go to Advanced Search for additional search parameters.

Once the record is found, click on the row to open the Customer record

Customer Page Navigation

The Customer Page is broken down by Customer Information and individual Order Information

Customer Section

The Customer Section is where Addresses, Card Information and Customer History is stored. 

Update Current Customer information by using the tabs

• Addresses
• Cards - add or delete stored cards
• History

Or Add New Information under Customer Options

• Edit Customer
  • This is where a customer can be flagged as Fraud or Blacklisted
• Add a New Order
• Add a New Card
  • NOTE - Sublytics will automatically Auth a new card for any ACTIVE order. If an order is inactive the card will not be authorized and thus no token will be created. Any new order used with that card will only have the card number and exp used. 
• Add a New Address

Order Section

The Order Section is where each individual order down to the transaction can be managed. 

Within each order, the user can find:

• The Offers within the Order
• Charges
• Shipments
• Responders
• History

See how many orders the Customer has, and toggle between each within one page: 

Customer and Order Modification

Customer and Order Modifications are controlled by User Permissions and Offer configuration. Note: If some options are not visible to a user, please check User Permission settings. 

Businesses configure what modifications are allowed on an Offer. 

Cancelling a Transaction

To cancel a transaction, select the Order Offer they wish to cancel and hit Cancel

Refunding a Customer

There are 2 ways to refund a customer. 

Option #1: Refund the charge

1. Select the order and go to the Charges tab. 
2. Click on the Charge line item to be refunded
3. Select Transaction Options
4. Select Refund 
5. Enter the Refund Amount to apply
6. Select Cancel if you wish to also cancel the recurring charges
7. Hit Submit

Option #2: Refund the specific Offer

1. Select the Order, go to the Offer Tab,
2. Select the specific transaction to be refunded
3. Go to Transaction Options
4. Select Refund
5. Enter the Refund Amount to apply
6. Select Cancel if you wish to also cancel the recurring charges
7. Hit Submit

 

Submitting an Alert or Chargeback

1. Select the order and go to the Charges tab. 
2. Click on the Charge line item to be marked as Chargeback or Alert
3. Select Transaction Options
4. Enter Chargeback or Alert Details
5. Cancel All Customer Orders is automatically applied to also the recurring charges
6. Hit Submit

Force Bill a Scheduled Transaction

1. Select the Order
2. On the Offer, find the next Scheduled Cycle. 
3. Click on that Cycle
4. Select Transaction Options
5. Select Process Now
   1. Schedule Next Transaction From Now - this will schedule the next transaction according to the offer rules. If this is not checked, it will schedule the next transaction based on the current Cycles Scheduled Date. 
      1. Example: Renewal is scheduled for 12/15 but you Process Now on 12/2. The offer is every 30 days. If the box is checked, the next renewal will be 1/2. If the box is not checked the next renewal will be 1/15. 

Skip a Charge

This is configurable on the Offer Cycle setup.

1. Select the Order
2. Select the Scheduled Offer Cycle
3. Click on Transaction Details
4. Select Skip Transaction 

Swap an Offer

If an Offer is available to be Swapped, this will show on the Offer tab. The Swap Option is a configurable item on the Offer level. See here to learn how to configure Swapping. 

If Swapping is configured:

1. Select the Offer to be Swapped
2. Select "Swap Offer"
3. Select New Offer
4. Hit Submit

Reship an Item

Items that have posted to Fulfillment are able to be Reshipped. Note: If Shipment Status is Pending Post, this has not yet posted to Fulfillment. 

1. To Reship an Item, go to the Shipments tab on the Order
2. Select the Shipment to be Reshipped
3. Select Shipment Options
4. Select Reship
5. Choose Shipping Profile for the Reshipment
6. Choose Reship Reason (used for reporting) and any additional notes
7. Select the Item & Qty to reship -
   1. if there are multiple items in a shipment, a user can select a single item for reship or select multiple items
   2. If Item is out of stock, ability to ship a different item
8. Hit Submit

Skip a Shipment

This is configured on the Offer Cycle setup.

1. Select the Order
2. Navigate to the Shipments tab
3. Select the Scheduled Shipment 
4. Click on Shipment Details
5. Select Skip Shipment 

Add a Free Shipment

This is configured on the Offer setup

If the offer has a shippable item, a free shipment may be added. This option will adjust and move the Scheduled Charge and Next Scheduled shipment based on the offer configuration. 

1. 

Changing Quantity on an Upcoming Order

To change the quantity for an upcoming recurring order 

1. Select the order
2. Click on Change Quantity
3. Update your Quantity & Notes
4. Click Submit

The upcoming scheduled charge will reflect the new amount and the order quantity will be updated in front of the order name.

Generate an RMA or Return

To generate an RMA (Return Merchandise Authorization)

1. Go to the Shipments tab on the Order
2. Select the Shipment to be Returned
3. Select Shipment Options
4. Select Generate RMA
5. RMA Number will automatically populate
6. Cancel Recurring is automatically checked
7. Hit Submit

To check in a Return 

1. Go to the Shipments tab on the Order
2. Select the Shipment to be Returned
3. Select Shipment Options
4. Select Return
5. Select the Date Returned
6. Items Returned
7. Hit Submit

 

Give Store Credit to a Customer

Your agents can issue store credit here on the customer page.

1. Drop-down the Order Options menu, and select Add Store Credit:
2. Select an Offer that you wish to apply the credit to, or leave blank so that the customer has it on their account rather than on a specific offer:
3. Once the credit is submitted, you will now see a Customer Balance section of the customer page which will include all credit details and a record of who created the credit. Gift Card balances will also show here:
4. When your agent goes to place an order, they can apply the customer balance, just as you would a gift card upon checkout.

Responders

A user can see and resend any responders that the Customer received. 

1. Select the Order 
2. Select Responders Tab
3. Select the Responder to view/resend
4. Select Resend Notification