Frequently asked questions about day-to-day operations: managing customers, fulfillment, recurring billing, blocking, and data integrations.
Table of Contents
- Customer Management
- Fulfillment Operations
- Billing & Recurrings
- Blocking & Restrictions
- Data & Integrations
Customer Management
Q: How do I search for customers?
A: Go to For Customers > Search. Searching by Customer ID, Transaction ID, or Order ID provides the quickest results. If unavailable, select a date range around the order date and enter the last 4 digits of the customer's card number.
A: Go to For Customers > Search. Searching by Customer ID, Transaction ID, or Order ID provides the quickest results. If unavailable, select a date range around the order date and enter the last 4 digits of the customer's card number.
Q: How do I search for test customers?
A: In For Customers > Search, open the Type filter and choose Test Customers (or Real Customers when you want to exclude tests). Enter any known identifiers and run the search.
A: In For Customers > Search, open the Type filter and choose Test Customers (or Real Customers when you want to exclude tests). Enter any known identifiers and run the search.
Q: How do I cancel a subscription-based customer?
A: In the customer profile, click Cancel Recurrings next to the tabs. In the Cancel Customer modal, enter an Agent Note, choose a Cancel Reason, and click Save.
A: In the customer profile, click Cancel Recurrings next to the tabs. In the Cancel Customer modal, enter an Agent Note, choose a Cancel Reason, and click Save.
Q: How do I refund or void a transaction?
A: Open the customer profile, expand Orders, and open the order. In the Transactions tab, click Refund on the row you need, choose Refund Type — Void or Refund — enter an Amount when using Refund (partial or full), and click Submit.
A: Open the customer profile, expand Orders, and open the order. In the Transactions tab, click Refund on the row you need, choose Refund Type — Void or Refund — enter an Amount when using Refund (partial or full), and click Submit.
Q: Can I issue a partial refund?
A: Yes. Use Refund (not Void), enter the Amount to return, or use the percentage shortcuts / slider to fill the amount, then Submit.
A: Yes. Use Refund (not Void), enter the Amount to return, or use the percentage shortcuts / slider to fill the amount, then Submit.
Q: I tried to void a charge, but it refunded instead. Why?
A: A transaction can only be voided before it settles, usually within 24 hours. After settlement, it will result in a refund.
A: A transaction can only be voided before it settles, usually within 24 hours. After settlement, it will result in a refund.
Q: How do I add or issue a new transaction for an existing customer?
A: In the customer profile, expand Orders and click New. Optionally fill Affiliate, Sub Affiliate, and User Click ID, select products in the table, and click Save. The vaulted payment on file is used.
A: In the customer profile, expand Orders and click New. Optionally fill Affiliate, Sub Affiliate, and User Click ID, select products in the table, and click Save. The vaulted payment on file is used.
Q: How do I block a customer from ordering again?
A: Two options:
From the customer profile (fastest): Open the customer profile and click Add Marks. In the Mark as Chargeback/Alert modal, select Chargeback and/or Chargeback Alert, and save. The customer is immediately blacklisted and all recurrings are deactivated.
By value (email, BIN, IP, country): Go to Administration > Blacklist System, click New, choose the type (Email, Card BIN, IP Address, or Countries), enter the value, and save. Blacklisted customers show a badge on their profile.
A: Two options:
From the customer profile (fastest): Open the customer profile and click Add Marks. In the Mark as Chargeback/Alert modal, select Chargeback and/or Chargeback Alert, and save. The customer is immediately blacklisted and all recurrings are deactivated.
By value (email, BIN, IP, country): Go to Administration > Blacklist System, click New, choose the type (Email, Card BIN, IP Address, or Countries), enter the value, and save. Blacklisted customers show a badge on their profile.
Fulfillment Operations
Q: How do I pull orders to send to fulfillment manually?
A: Go to Fulfillment > Fulfillment. Set Campaigns, Fulfillment Providers, date range, and any other filters, then click Search. Export the results or use Update Batch for actions such as reshipping or changing providers on selected rows.
A: Go to Fulfillment > Fulfillment. Set Campaigns, Fulfillment Providers, date range, and any other filters, then click Search. Export the results or use Update Batch for actions such as reshipping or changing providers on selected rows.
Q: How do I upload tracking numbers manually?
A: Manual tracking upload is not available in the UI. Tracking is populated from your integrated fulfillment provider when supported. View tracking on the customer profile under Fulfillments or on the Fulfillment report (Fulfillment > Fulfillment).
A: Manual tracking upload is not available in the UI. Tracking is populated from your integrated fulfillment provider when supported. View tracking on the customer profile under Fulfillments or on the Fulfillment report (Fulfillment > Fulfillment).
Q: How do I automatically email tracking numbers to customers?
A: When tracking is available from your fulfillment integration, include it in the Shipment Confirmation flow via autoresponders. Create the template under CRM > Autoresponders > Templates, create an event under Events, then attach the event to your Campaign ID (CRM > Campaigns > Edit Campaign > Email Autoresponders tab).
A: When tracking is available from your fulfillment integration, include it in the Shipment Confirmation flow via autoresponders. Create the template under CRM > Autoresponders > Templates, create an event under Events, then attach the event to your Campaign ID (CRM > Campaigns > Edit Campaign > Email Autoresponders tab).
Q: How do I reship an order?
A: In the customer profile, expand Fulfillments and use the Reship action (truck icon) for the row you want to reship. This reships without additional billing. For bulk reships, use the Fulfillment report (Fulfillment > Fulfillment) and batch update.
A: In the customer profile, expand Fulfillments and use the Reship action (truck icon) for the row you want to reship. This reships without additional billing. For bulk reships, use the Fulfillment report (Fulfillment > Fulfillment) and batch update.
Q: How do I send a free shipment or reship for free?
A: Issue a new transaction and set the price to $0.00 for a new customer, or use the Reship feature under an existing customer's account (Fulfillments section).
A: Issue a new transaction and set the price to $0.00 for a new customer, or use the Reship feature under an existing customer's account (Fulfillments section).
Billing & Recurrings
Q: How do I rerun declined re-billings?
A: Use batch actions on the Continuity report (Reports > Continuity) or run cards through Merchants > Decline Runner.
A: Use batch actions on the Continuity report (Reports > Continuity) or run cards through Merchants > Decline Runner.
Q: How do I batch update next billing dates on continuity orders?
A: Go to Reports > Continuity, change the Date Range to Next Bill Date. Run the report with your desired filters, select the orders to update, then click Update Batch. In the Batch Update modal, set Next Billing Date (single date or range), then click Update Batch.
A: Go to Reports > Continuity, change the Date Range to Next Bill Date. Run the report with your desired filters, select the orders to update, then click Update Batch. In the Batch Update modal, set Next Billing Date (single date or range), then click Update Batch.
Blocking & Restrictions
Q: How can I block a specific credit card BIN from being used on my website?
A: Go to Administration > Blacklist System, click New, select Card BIN as the type, enter the BIN, and save.
A: Go to Administration > Blacklist System, click New, select Card BIN as the type, enter the BIN, and save.
Q: How can I block an IP address from ordering from my website?
A: Go to Administration > Blacklist System, click New, select IP Address, enter the address, and save.
A: Go to Administration > Blacklist System, click New, select IP Address, enter the address, and save.
Q: How can I block a Country or State from ordering from my website?
A: Go to Administration > Blacklist System, click New, select Countries, pick the country (and state if required), and save.
A: Go to Administration > Blacklist System, click New, select Countries, pick the country (and state if required), and save.
Q: How can I block a customer from ordering by email address?
A: Go to Administration > Blacklist System, click New, select Email, enter the address, and save.
A: Go to Administration > Blacklist System, click New, select Email, enter the address, and save.
Data & Integrations
Q: How do I send partials data to my call center?
A: Create a script on your website that passes customer data from our API back to your call center. Refer to our API guide and the List Customers API call. Partials are called "inquiry" in our system. You can also send cancelled, successful, or declined customers.
A: Create a script on your website that passes customer data from our API back to your call center. Refer to our API guide and the List Customers API call. Partials are called "inquiry" in our system. You can also send cancelled, successful, or declined customers.