Review purchases

Purchases are the associated records of the orders placed by customers on the Cleverbridge-hosted checkout pages. Each purchase is assigned a unique reference number and a status by the Cleverbridge platform. The status of a purchase describes the current state of the purchase, such as quote, paid, or refunded.

You can look for purchases on our platform in three ways:

• By purchase itself
• By subscription
• By customer

Example

Access your current subscription purchases in SCM by clicking the Subscriptions tab within the Customers > Search section and introducing the Subscription ID of the subscription you're looking for. The search result displays all previous billing details of the subscription.

Search for a purchase

You have three options to search for a purchase in SCM.

Standard search

Our Standard Search allows you to look up only one purchase at a time. You can enter one or more of the following keywords into the search bar:

• Reference number
• Last name
• Company
• Last 4 digits of credit card.
• Email
• Subscription ID
• @emaildomain

note

If you enter more than one keyword, they must be separated by a comma.

Advanced search

Our Advanced Search offers you a more granular search using precise parameters and operators. You can pick one or more parameters, select an operator for each parameter, and enter a term for each parameter.

Batch search

Our Batch Search allows you to search multiple purchases at once using several reference numbers.

While searching for many purchases, you can either see the results in a table or open each purchase.

note

To view purchases in Commerce Assistant (CA), see Purchases.

Purchase viewer

The purchase viewer is used to view transactional records related to customer orders. In the purchase viewer, you can find the following options and information:

Purchase overview

The purchase overview area displays payment and customer details including status and delivery information.

Field	Description
Reference number	Identification number for the purchase.
Status	Provides information about whether payment has been received, if the product has been delivered, and if there are any problems. For a full list of possible purchase statuses and their meanings, see Purchase Status.
Total Gross	Pricing information, including taxes, for the total quantity of a product that the customer purchased.
Purchase date	Date and time the order was placed.
Payment date	Date and time payment was received for the order.
Taxation country	Information about taxation country, customer country based on the address the customer provided, and geolocation of an IP address the customer used.
Confirmation page	URL for the final page of the order process after the customer submits an order.
Delivery, Billing, Licensee Contacts	Contact information of the customer including the language used based on the customer's location. The Cleverbridge platform supports different types of contact information. This enables customers to provide, for example, separate email addresses for billing, delivery, and licensing issues.
Payment Information	Name of the payment method used by the customer. Click the edit symbol to see more detailed information about the payment method and change this information.
Policies and Procedures	General guidelines provided by your organization on how to deliver services and execute day-to-day operations.

Action buttons

Field/Option	Description
Refund Options	Refund all or part of a customer's purchase. For more information, see Refunds.
Processing	The available options depend on the permissions for the purchase: Convert unpaid order to purchase order, Execute delivery process, Process purchase, Cancel purchase, Stop payment delinquency process, and Reject purchase because of error.
Edit Purchase	Edit purchase order number or delete personal data of the customer.
Acceptance	The available options depend on the permissions for the purchase: Accept purchase and Search by email. The search by email option finds all the purchases initiated from the given email address.
Add Follow-Up	Add a reminder regarding open product and purchase issues. For more information, see Follow-ups.
Add History Entry	Add notes about the customer interactions and transaction events that occurred after an initial purchase. For more information, see History entries.

Product info

Product info tab

Field	Description
(ID) Product Name	The Cleverbridge ID for your product, followed by the product name used in customer communication.
Product Type	Type of product.
Subscription ID	Click to open the customer profile page with the relevant subscription details.
Billing Type	Whether a product has a subscription pricing model (recurring) or a one-time-charge pricing model (non-recurring).
Quantity	Quantity of a product that the customer purchased.
Item Gross	Pricing information, including taxes, for one product that the customer purchased.
Total Gross	Pricing information, including taxes, for the total quantity of a product that the customer purchased.
Total Net	Pricing information, not including taxes, for the total quantity of a product that the customer purchased.
Total VAT	Tax information for the total quantity of a product that the customer purchased.
VAT %	VAT rate applied for the purchase.

Emails

Emails tab

The Emails tab displays all emails generated by the Cleverbridge platform related to the purchase or subscription. These emails typically correspond to customer notifications following events in the purchase and subscription processes. If you have configured your notifications to be delivered via email, those notifications will also be visible here. For more information, see Manage emails.

Field	Description
Creation Time	Date and time when the email was created according to RFC3339.
Delivery Time	Date and time when the email was delivered according to RFC3339.
Sent to	Email address to where the email was delivered.
Email Type	What type of email it is that was sent. For a list of the available email types, see Customer email types
Email Status	Status of the email. Queued emails are automatically sent within 15 minutes. Click Hold to keep customer emails from being sent.
Bounce Reason	Reason the email was not delivered to the recipient.

Possible email statuses

The email status can have one of the following values:

• Sent: The email has been successfully sent to the customer.
• Delivered: The email has been successfully delivered to the customer's email server.
• Opened: The customer received the email and opened it.
• Clicked: The customer clicked one or more links in the email.
• Bounced: The email was sent to the customer, but their email server has permanently rejected it.
• Rejected: The email has been sent, but our platform determined that it contained a virus and didn't attempt to deliver it to the customer's email server.
• Complaint: The email has been successfully delivered to the customer's email server, but they marked it as spam.

Delivery

Delivery tab

Field	Description
(ID) Product Name	The Cleverbridge ID for your product, followed by the product name used in customer communication.
Delivery Type	Way in which the product was delivered. For a list of the available delivery types, see Delivery type.
Expiration Time	Date and time when the license key expires according to RFC3339.

Documents

Documents tab

Field	Description
Document ID	ID of the PDF document sent to the customer as an email attachment.
Document Type	Type of PDF document sent to the customer as an email attachment.
Document Link	Link to the PDF document sent to the customer as an email attachment.
Document Date	Date on which the PDF document was sent to the customer.

History

History tab

The History tab displays all the history entries introduced by Customer Support regarding the purchase. For more information, see History entries.

Field	Description
Date created	Date on which the purchase history event occurred.
Due date	If a follow-up has been set, the due date of the follow-up displays.
Description	Description of the purchase history event.
Nature of Contact	The source of the contact, for example, whether the contact was initiated by the customer or internally in your organization. Third party indicates the contact was initiated by a bank or an affiliate. If Cleverbridge initiated the contact, this field displays accordingly.
Reason	Reason for the contact.
Created by	Username of the person who created the history entry or follow-up.
Modified by	Username of the last person who modified the history entry or follow-up.
Contact Link	Helpful link to contact a customer.

x-Parameters

x-Parameters tab

If x-parameters were included in the URL for this order, they display here. If a parameter should have been included in the URL for revenue tracking and reporting purposes, click + Add new to add parameters.

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