Customers
The Customer Management module in the Subscription Commerce Manager allows your customer An individual or business purchasing your product or service by placing an order through Cleverbridge. The customer is the end user of this product, as they are not allowed to resell the purchased products or services.
A customer is unique per client. If a customer purchases products or services from two different clients, there are 2 separate records of said customer. service representatives to manage their order-related tickets. The following explains how to use the tool and its features.
Purchases
Purchases are orders made by customers and the records associated with the orders. To view information related to a customer's purchase, use the Purchase viewer. Purchases are automatically assigned statuses by the Cleverbridge platform. The status of a purchase describes what state the purchase is in, such as quote, refund, and paid.
Search for a Purchase
You have three options to search for a purchase in the SCM.
To see more details for each option, click on the respective dropdown.

With Standard Search you can search for only one purchase at a time.
- Enter one or more of the following keywords into the search bar:
- last name
- company
- last 4 digits of credit card
- reference number
- subscription ID
- @emaildomain
Note
If you enter more than one keyword, they must be separated by a comma.
- Specify date of purchase (optional).
- Click Search.
The Purchase Details open.

With Advanced Search, you can search for purchases using precise parameters and operators:
- Pick one or more parameters, such as address, card holder, customer ID, email.
- Select an operator for each parameter, such as "equals", "not equal", "starts with", "is one of", or "is not one of".
- Enter a term for each parameter.
- Click Search.
A list of search results appears.
After you found the purchase(s) you were looking for, click the Reference Number of the purchase in the Search Results list. The purchase viewer opens.
Search for a Purchase
Search for a Purchase with Multiple Items
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:

Field/Option | Description |
---|---|
Search field | Search by last name, company, last 4 digits of credit card, reference number, or email. For more information, see Search for a Purchase and Search for a Customer. |
Specify date of purchase | Specify date of purchase. For more information, see Search for a Purchase and Search for a Customer. |

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. |
Client info |
The account number and account name of the client to whom the purchase belongs. |
Business Model | The business model you have with Cleverbridge (Reseller or Service Provider). |
Purchase Date |
Date and time the order was placed. |
Total Gross | Pricing information, including taxes, for the total quantity of a product that the customer purchased. |
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 e-mail addresses for billing, delivery, and licensing issues. |
Taxation country | Information about taxation country, customer country based on the address the customer provided, and geolocation of an IP address the customer used. |
Payment Information |
Name of the payment method |
Policies and Procedures |
General guidelines provided by your organization on how to deliver services and execute day-to-day operations. |
Confirmation Page![]() |
URL for the final page of the order process after the customer submits an order. Click the URL to open the page in a web browser. |

Field/Option | Description |
---|---|
Refund Options | Refund all or part of a customer's purchase. For more information, see Issue a Refund. |
Processing |
Available options to process the purchase depend on the permissions per purchase and are the following:
|
Edit Purchase | Edit purchase order number or delete personal data of the customer. |
Acceptance |
Available options depend on the permissions per purchase and are the following:
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 Add a Follow-Up. |
Add History Entry | Add notes about the customer interactions and transaction events that occurred after an initial purchase. For more information, see Add a History Entry. |

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. |

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 | Email type that was sent. For a list of the available email types, see Customer Email Types. |
Bounce Reason |
Reason the email was not delivered. |
Email Status | Status of the email. Click Hold to keep the customer email from being sent. For a list of the available email statuses, see Email Tab in the Purchase Viewer. |

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 Products & Delivery. |
Expiration Time |
Date and time when the license key expires according to RFC3339. |

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. |

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 |
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. |

Field | Description |
---|---|
X-Parameters |
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 + to add parameters. |
Entry URL |
First Cleverbridge-hosted shopping cart page that the customer viewed. Click the URL to open the page in a web browser. |
Referral URL |
URL that referred the customer to the checkout process if the individual was referred, for instance, by a particular promotion web page. Click the URL to open the page in a web browser. |
Add an X-Parameter
If you would like x-parameters to be included in revenue reports, you can add them to a completed purchase.
Note
If you use this method to add an x-parameter The x-parameter is a variable appended to a URL that allows grouping and tracking orders for later reporting purposes. It also enables you to pass through data that you want to capture in the order process. X-parameters can also be used to control design elements based on the value of the x-parameter. to a subscription-related order, the x-parameter won't be included in future billing events.
To add an x-parameter to an existing purchase, do the following:
- Open the purchase overview page for the purchase in the Subscription Commerce Manager.
- Click on the General Info tab.
- Scroll to the bottom of the page and click the + sign button next to the X-Parameters field.
- Enter a key/value pair for the x-parameter. For more information about the format of x-parameters, see Pass X-Parameters in Order URLs.
- Click Add.
Issue a Refund
To refund all or part of a customer's purchase, do the following:
- Complete one of the following options, depending on where you are in the Customer Management module:
- If you are on the purchase overview page, click the Refund Options button.
- If you are on the customer profile page, click the ... button and select Refund Options.
- Select one of the following options from the drop-down menu and complete the corresponding instructions:
Refund Total Amount
With this option, you can issue a refund for the total amount of the purchase. To do so, complete the following:
- Verify that the Purchase Amount is the amount that you want to refund.
- Select an option from the following drop-down menu:
Field Description Reason Reason for which you are refunding the purchase - Select the Deactivate and terminate subscription billing checkbox if the purchase is part of a subscription, and you want to deactivate recurring billing.
Note
By default, the Deactivate and terminate subscription billing checkbox is selected.
- Verify that the Policies and Procedures apply to the refund in question.
- Add any additional information in the Add note (optional) field.
- Click Issue Refund.
Refund Amount for Item
With this option, you can issue a refund for one item in a multi-item purchase. To do so, complete the following:
- Select the item for which you want to issue a refund.
- Select an option from the following drop-down menu:
Field Description Reason Reason for which you are refunding the purchase - Select the Deactivate and terminate subscription billing checkbox if the purchase is part of a subscription, and you want to deactivate recurring billing.
- Verify that the Policies and Procedures apply to the refund in question.
- Add any additional information in the Add note (optional) field.
- Click Issue Refund.
Refund Partial Amount
With this option, you can issue a refund for a specific amount of money. To do so, complete the following:
- Select the item for which you want to issue a refund.
- Enter the amount that you would like to refund in the Enter refund amount field.
Note
The maximum amount that you can enter in this field is the price of the item that you selected above. To refund a higher amount, you must Save this refund and click Refund Partial Amount again. After that, select a different purchase item and refund an additional amount. You should repeat this process until you reach the total amount that you wish to refund.
- Select an option from the following drop-down menu:
Field Description Reason Reason that you are refunding the purchase - Select the Price includes taxes checkbox if you want taxes to be included in the amount that you specified above.
Note
By default, the Price includes taxes checkbox is selected.
- Verify that the Policies and Procedures apply to the refund in question.
- Add any additional information in the Add note (optional) field.
- Click Issue Refund.
Add Coupon Code
With this option, you can add a coupon code to an existing order after it has been processed and, as a result, refund the corresponding discount to the customer. To do so, complete the following:
- Enter a valid coupon code in the Coupon Code field. To learn how to set up a coupon code, see Coupons in Add a Promotion.
- Add any additional information in the Add note (optional) field.
- Click Issue Refund.
Generate a New Email
- Open the purchase overview page for the purchase in the Subscription Commerce Manager.
- Click on the Delivery Info tab.
- Click the Generate New Email button.
- Select one of the following options:
The email is generated and added to the top of the Emails table.
- Click the ... button to the right of the generated email.
- Select one of the following options:
Option Description Send Immediately sends the generated email. Hold Prevents the email from being sent. It will never be sent, unless you click Queue or Send. Queue Places the email in a queue to be sent. It will automatically be sent within 15 minutes.
Note
By default, the Generate New Email button creates an email that is in a Queue to be sent.
Generate a New Email
Customers
Customers are individuals or organizations that purchase your products. Every time a purchase is made, a customer record is created and displays in the
Search for a Customer
- Enter one or more of the following keywords into the search bar:
- last name
- company
- last 4 digits of credit card
- reference number
Note
If you enter more than one keyword, they must be separated by a comma.
- Click the Last Name of the customer in the Search Results list. The customer profile page opens.
Customer Profile
The customer profile area displays contact information for specific customers, as well as details about their purchases. In the customer profile area, you can find the following sections and options:

The Contact Information area displays the 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 e-mail addresses for billing, delivery, and licensing issues. If different types of contact information are available for a purchase or subscription, the information is distributed as follows:
Contact Type | Description |
---|---|
Billing | Person or company that purchases the software or signs up for the subscription. Contact information used for communication about payments. Receives the invoice (receipt) email after a purchase. |
Delivery | Person or company to whom the software or service is delivered. Contact information used for physical shipments, electronic delivery and communication concerning the delivery of licensing information. |
Licensee | Person or company that the software license is registered to. Contact information used for the generation of licensing information. |
By default, only the information for the Billing Contact is displayed in the customer profile area, including the following:
Field | Description |
---|---|
Internal Customer ID | Unique customer ID. |
Create Quote Link | Generates a quote page for your B2B customers, so they can request a price quote. Click the button to create a new quote link. For more information, see Quote Links. |
Name | Name of the customer. |
Language | Language based on the customer's location. |
Email address of the customer. | |
Address | Physical address of the customer. |
Payment Profile |
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. |
View Policies and Procedures | General guidelines provided by your organization on how to deliver services and execute day-to-day operations. For more information, see Set Up Your Account > Client Policy Checklist. |
To view the information for the Delivery Contact or Licensee Contact, or to change the existing contact information, click the edit button on the upper right of the contact information tab. For more information, see Add a Customer Contact and Merge Two or More Customer Contacts.

Field | Description |
---|---|
Purchase Date |
Date and time the order was placed. |
Reference Number |
Identification number for the purchase. |
(ID) Product Name |
The Cleverbridge ID for your product, followed by the product name used in customer communication. |
Type |
Type of product. |
Quantity |
Quantity of a product that the customer purchased. |
Total Gross |
Pricing information, including taxes, for the product for which the customer requested a price quote. |
Total VAT |
Tax information for the total quantity of a product that the customer purchased. |
Sign Up Date | Date and time the subscription started. |
Purchase Status (optional) |
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 NET (optional) |
Pricing information, not including taxes, for the total quantity of a product that the customer purchased. |
Coupon (optional) |
Coupon code used for a product. |

Field | Description |
---|---|
Subscription ID |
Unique ID of the subscription, with an initial 'S'. |
Renewal Type | Whether the subscription has a Manual and Automatic renewal type. |
Status | Status of a subscription. For a full list of subscription statuses, see Subscription Statuses and Update Options. |
Sign-Up Date | Date on which the subscription started. |
Next Billing Date | Date on which next recurring payment is due. |
Total Next Payment |
Total amount that the customer must pay on the next billing date to maintain an active subscription. |
Subscription Items
Field | Description |
---|---|
Subscription Items (number) |
Running number of the item in the subscription. |
(ID) Product Name |
The Cleverbridge ID for your product, followed by the product name used in customer communication. |
Quantity |
Quantity of a product that the customer purchased. |
Next Payment | Money due for the product when the next recurring payment is due. |
Item Status | Status of the subscription item![]() |
Coupon |
Coupon code used for a product. |
Billing Interval |
Number of the last successfully paid interval of the subscription item. |
Purchase Date |
Date and time the order was placed. |
Reference Number |
Identification number for the purchase. |
Item Number |
Running number of the item in the subscription. |
Total Gross |
Pricing information, including taxes, for the product for which the customer requested a price quote. |
Delivery | Delivery information relating to the subscription. For more information, see Purchase Viewer. |
Documents | Documents relating to the subscription. For more information, see Purchase Viewer. |

The Requested Quotes display all the quotes requested by the customer. The following fields are available:
Field/Option | Description |
---|---|
Purchase Date |
Date and time the order was placed. NoteThe Subscription Commerce Manager displays all dates and times in the local time of your computer. |
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. |
Reference Number | Identification number of the purchase. |
(ID) Product Name | The Cleverbridge ID for your product, followed by the product name used in customer communication. |
Type | Type of product. |
Quantity | Quantity of a product that the customer purchased. |
Total Gross | Pricing information, including taxes, for the total quantity of one product that the customer purchased. |
Total VAT | Tax information for the total quantity of a product that the customer purchased. |
Total NET (optional) | Pricing information, not including taxes, for the total quantity of a product that the customer purchased. |
Coupon (optional) | Coupon code used for a product. |
Add a Customer Contact
Many customers have one set of contact information because their billing, delivery, and licensee addresses are identical. However, you may need to create a new contact if, for example, a customer's delivery address is not the same as the billing address. To add an additional contact, do the following:
- Open the overview page for the customer.
- Click the edit button on the upper right of the contact information tab.
- Click Enter additional contact and select one of the following tabs depending on your needs:
- Delivery Contact
- Licensee Contact
- Edit the contact information on the Delivery Contact or Licensee Contact tab.
- Click Save.
Merge Two or More Customer Contacts
- Open the overview page for the customer.
- Click the edit button on the upper right of the contact information tab.
- Click Merge contacts and select the available contact type you want to merge into.
- Click Save.
Quote Links
The Quote Links feature creates a quote page, which is a checkout process without payment options. Corporations, governments, and educational institutions typically request a price quote to pre-approve purchases. You can use the available functionalities to select certain criteria from which to build a protected link. You can then copy and paste the protected link for use on your website.
On the Quote Links dashboard, you can find the following:
Create Quote Link
A Quote Link is a template that you can use to create a quote page for a product and send it to customers, so they can request a price quote. To create a new quote link, click Create Quote Link and complete the information in the following sections:


You can use the Customer area to enter the contact information to be pre-filled in the cart. The Cleverbridge platform supports different types of contact information. This enables you to provide, for example, separate e-mail addresses for billing, delivery, and licensing issues.
To introduce customer information to the quote page, do one of the following:
- If the contact information of the customer is not available in the Subscription Commerce Manager, click the New Customer button.
- Enter the customer's contact information in the Delivery Contact section.
- To enter different contact information for the billing, select Billing Contact and fill in the fields.
- If the contact information of the customer is available in the Subscription Commerce Manager, click Existing Customer.
- Click the Select Customer button.
- Enter the last name, ID, company name, or email of the customer.
- Click Search.
- Select the checkbox of the customer and click OK. The delivery, billing, and licensee contact information displays in the Delivery Contact, Billing Contact, and Licensee Contact sections.
Tip
If the customer already exists, create a quote link by accessing the customer’s profile and clicking Create Quote Link.
- Click Next.

If different types of contact information are available for a quote request, you can distribute the information as follows:
Contact Type | Description |
---|---|
Billing | Person or company that purchases the software or signs up for the subscription. Contact information used for communication about payments. Receives the invoice (receipt) email after a purchase. |
Delivery | Person or company to whom the software or service is delivered. Contact information used for physical shipments, electronic delivery, and communication concerning the delivery of licensing information. |
Licensee | Person or company that the software license is registered to. Contact information used for the generation of licensing information. |
The Billing Contact, Delivery Contact, and Licensee Contact display the following:
Field/Option | Description |
---|---|
Company | Name of the company. |
First Name | First name of the customer. |
Last Name | Last name of the customer. |
VAT ID | Taxation number of the customer's company. |
Language | Language, based on the customer’s location. |
Email address of the customer. | |
Phone | Phone number of the customer. |
Address | Street address of the customer. |
Address 2 | Additional street information of the customer. |
Country | Country of the customer. |
State | State of the customer.
NoteState submissions are possible for Australia, Brazil, Canada, India, Ireland, Japan, the UAE, and the USA. |
Zip/Postal code | Zip or postal code of the customer. |
City | City of the customer. |
In the Customer area, you can find the following action buttons:
Action Button | Description |
---|---|
View Customer Profile | Displays contact information and purchases details of the customer. |
![]() |
Deletes added customer. |
Paste from | Pastes a copied, existing contact information form into different contact section. |
![]() |
Deletes existing contact information form. |
To enter contact information for a Quote Link, click the New Customer or Existing Customer button. For more information, see Quote Links.


You can use the Cart Content area to select the product and define the content and pricing in the cart.
To introduce product information to the quote page, do the following:

In the cart content area, you can find the following sections and options:

The Suggested Retail Price section shows how your product is priced. The information displayed depends on the product pricing you determined for the selected product. For more information, see Set Up Product Pricing.

Field | Description |
---|---|
Quantity in cart | Quantity of a product, for which a customer wishes to receive a price quote. |
Minimum Quantity | Minimum quantity of the product, which a customer can order. The information displayed depends on the minimum quantity you determined when setting up the product. |
Maximum Quantity | Maximum quantity of the product, which a customer can order. The information displayed depends on the maximum quantity you determined when setting up the product. |

You can use the Custom Product Settings section to create a dynamic product by overriding the standard information and pricing for the product in the cart. Any product can have dynamic product information created for it. However, your account must first be configured to allow for dynamic products. Furthermore, only products that have been specifically configured to allow for dynamic product pricing can have their prices overridden. For more information, see Configure Dynamic Products.
The Custom Product Settings display the following:
Field | Description |
---|---|
New Product Name | Different name for the product, which a customer can see in the checkout process. |
Additional Product Information | Short product description that provides detailed information about the product and displays as an additional line below the product name in the checkout process. |
Internal Product ID | Internal ID of the product. For more information, see Use Cases in About Internal Product Information. |
Discount Pricing Method |
Available options:
|
Custom Product Price | Custom prices in selected currencies to override the automatic exchange rate from the Cleverbridge system. Specify the price for each currency in the Price column of the Custom Product Price table. |


The Link Settings area contains the settings you can use to build the link.
To introduce link characteristics for the quote page, do the following:
- Enter a name for the link in Name. The link name displays in the Quote Links table.
- Select a configuration template to be applied to the link under Configuration.
- Enter the number of days for which the link can be used in Link Validity in Days. The default validity period is 7 days.
- Click Save and Complete.
Result: Protected link to your quote is created. You can copy it now or get back to it later using the Customers > Quote Links section.

In the link settings area, you can find the following sections and options:

The Link Settings section is used to configure the checkout process page and define the validity of the link in the cart. The Link Settings display the following:
Field | Description |
---|---|
Name | Name of the link. |
Configuration | Flow and style of the checkout process page. For more information, see Brand Your Checkout Process. |
Link Validity in Days | Time frame for which the link can be used. |
Enable purchase order without review | Select to enable purchase order without review.NoteThis option is typically used for reliable B2B customers. When this option is selected, customers are no longer required to submit their purchase orders by fax, letter, or PDF to cleverbridge before the product is delivered. |

The Coupon Code section is used to configure how promotions are added to the cart. It displays the following:
Field | Description |
---|---|
Use coupon code | Allows discount to automatically display in the cart. For information about implementing coupons to customers, see Manage Promotions > Implement a Promotion for Customers. |
Enable coupon code entry field in a cart | Select to display the coupon code entry field in the cart. For information about controlling the coupon code entry field in the cart, see Manage Promotions > Implement a Promotion for Customers. |

The Tracking section is used to add information to the link, which associates data with transactions that occur on Cleverbridge-hosted pages for the purpose of tracking information and viewing the information in reports. The Tracking section displays the following:

The parameter drop-down lists are used to select an x-parameter that is used to pass information through the checkout process. The options in these drop-down lists are pulled from the hierarchy that was created during the revenue tracking setup. If no options are displayed, then a hierarchy was not set up for that parameter. For more information, see Set Up Revenue Tracking.

Enter any additional x-parameters to include in the link, in this format:
<key>=<value>
Example
summercampaign=abc123
To unfold the Tracking section in Quote Links, click the Apply tracking parameters button. For more information, see Quote Links.
Create a Quote Link for a New Customer
Create a Quote Link for an Existing Customer
Quotes Table
The Quotes table displays quote links, as well as price quotes requested by customers. In the Quotes table, you can find the following sections:

The Quote Links table displays all the quote links created by the account users. You can only include the links you created yourself by selecting Personal Only. The following fields are available in the Quote Links table:
Field/Option | Description |
---|---|
Link ID | Unique ID of the link. |
Link Name | Name of the link. |
Created By | User who created the link. |
Date Created | Date and time when the link was created. |
Date Modified | Date and time when the link was modified. |

The Requested Quotes table displays all the price quotes requested by the customers. The following fields are available in the Requested Quotes table:
Field/Option | Description |
---|---|
Reference Number | Identification number of the purchase. |
(ID) Product Name | The Cleverbridge ID for your product, followed by the product name used in customer communication. |
Quantity | Quantity of a product that the customer purchased. |
Customer Gross | Pricing information, including taxes, for the product for which the customer requested a price quote. |
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. |
Purchase Date |
Date and time the order was placed. NoteThe Subscription Commerce Manager displays all dates and times in the local time of your computer. |
Last Name | Last name of the customer. |
Company | Name of the company. |
Email address of the customer. | |
Country | Country of the customer. |
City | City of the customer. |
First Name (optional) | First name of the customer. |
Payment Date (optional) |
Date and time the order was paid. |
Payment Type (optional) | Type of payment chosen by the customer. |
X-Parameters (optional) | If x-parameters were included in the URL for this order, they display here. |
Email Domain (optional) | Domain name of the customer's email address. |
Zip/Postal Code (optional) | Zip or postal code of the customer. |
Last 4 Digits of Credit Card (optional) | Last 4 digits of the credit card number that the customer used to complete the purchase. |
Client Account (optional) | Client account name or ID. |
Subscription Item Interval (optional) | Time between recurring billing occurrences for the item in the subscription. |
Subscription Interval![]() |
Time between recurring billing occurrences for the subscription. |
Reimbursement Date (optional) |
Date and time the order was refunded. |
Latest Invoice Number (optional) | Latest unique, number of the invoice, with an initial 'BKD'. |
The following flow charts show the two main scenarios for quote fulfillment after a customer requests a price quote:
Quote Process

Quote-to-PO Process

Follow-ups
A follow-up is a reminder about open product and purchase issues. You can set up Personal follow-ups for individuals, such as yourself. Alternatively, you can set up General follow-ups as an internal information tool for departments/offices in your organization.
Example
Use follow-ups as reminders for:
- Completing purchase or product data
- Contacting customers or Cleverbridge regarding purchases
All of your current follow-ups are displayed on the dashboard.
Add a Follow-Up
A follow-up is a reminder about open product and purchase issues. You can set up Personal follow-ups for individuals, such as yourself. Alternatively, you can set up General follow-ups as an internal information tool for departments/offices in your organization.
To add a follow-up, do the following:
- On the purchase overview page, click Add Follow-Up. The Add Follow-Up window opens.
- Click one of the following buttons, depending on who the follow-up is intended for:
- office/department
- user
- Select the date and time when you want the reminder to activate.
Important
Remember to enter the date and time in your local time zone.
- Select options from the following drop-down menus:
Field Description Category Category to classify the follow-up.
Office Office for whom the follow-up is intended.
Note
This drop-down is only available when you select office/department.
Department Department for whom the follow-up is intended.
Note
This drop-down is only available when you select office/department.
Assignee User for whom the follow-up is intended.
Note
This drop-down is only available when you select user.
Reason Reason for the follow-up.
Note
The available reasons vary depending on the category you select.
- Enter a Subject line for the follow-up.
- Enter additional information in the Add note (optional) field.
- Click Add Follow-Up.
Manage Your Follow-Ups
To manage your follow-ups, do the following:
- In the main menu, click Customer Management.
- Click the General or Personal button, depending on your needs. A table with all applicable follow-ups opens.
In the table, you can view the following information about your follow-ups:
Field Description Date and Time Date and time when the follow-up will be/has been activated. Category Category to classify the follow-up.
Reason Reason for the follow-up.
Note
The available reasons vary depending on the category you select.
Reference Number Identification number for the purchase.
Subject Subject line for the follow-up. Assignee User for whom the follow-up is intended.
Note
This drop-down is only available when you select user.
Done Select the checkbox to mark the follow-up as finished. You can also use the ... button to do the following:
Option Description Open Opens a window that allows you to edit the follow-up. For more information about the fields in this window, see Add a Follow-Up. Copy Copies all of the information in the follow-up table row. Delete Deletes the follow-up from the table.
Error Logs
The Error Log provides an overview of purchase errors and is used to identify and solve purchase-related problems as they occur.
All the purchase errors appear in the Error Log Summary table.
Field Descriptions
The following fields are available on the Error Log Summary table in Subscription Commerce Manager:
Field | Description |
---|---|
Date Created |
Date and time the error occurred.
|
Error ID |
Unique ID of the error that occurred.
|
Error Type |
The type of error that occurred.
|
Reference Number |
Identification number for the purchase. |
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. |
Note | Further information about the error. |
Done | This field is editable. Mark an error as done after you've remedied the situation. |
Item Number (optional) |
Running number of the item in the subscription. |
Client Handles Error (optional) | This field is not editable. If the checkbox is checked, Cleverbridge will not handle the error, and you must investigate and fix it. This option only applies to key generation errors. This option is set for the key generator in the Key Generation portal. For more information, see Key Generators ✱. |
Office (optional) | Office location to which this error has been assigned. |
Client Account (only available in All Clients mode) | Name or ID of the client account where the error occurred. |
For more information, see Error Types .
Tax Exemptions
Tax Exemptions provides an overview of tax-exempt purchases and is used to handle and solve tax exemption issues as they occur. On the Tax Exemptions dashboard, you can find the following options and information:
Search for a Tax Exemptions Document
Select an available parameter under Parameter 1 to refine your search and find the tax exemption document you seek.
Field Descriptions
The following fields are available on the Tax Exemptions Search Results table in the Subscription Commerce Manager:
Field | Description |
---|---|
Document Status |
Provides information about whether the tax exemption document has been validated. Possible values are: New, In Review, Valid, or Expired. |
Document ID |
Unique ID of the submitted tax exemption document.
|
Tax ID | Unique Tax ID to identify the company. |
Upload Date | Date when the tax exemption document has been uploaded. |
Company | Name of the company to which the tax exemption document has been assigned. |
State of Issue | Federal state where the tax exemption document has been issued. |
Email address of the tax exempt company. | |
Attachment | This field is clickable. Click on it to upload/view the tax exemption document. |
Assignee (optional) | User for whom the tax exemption document is intended for review. |
Certification Effective Date (optional) | Date when the exemption certificate was issued for the company. |
Created by (optional) |
Surname of the person who added the tax exemption document. |
Date Modified (optional) | Date and time the tax exemption document was modified. |
Expiration Date (optional) | Date the exemption of the company expires. |
First Name (optional) | First name of the company's contact person. |
Last modified by (optional) | Username of the last person who modified the tax exemption document. |
Last Name (optional) |
Last name of the company's contact person. |
Reason for Exemption (optional) | Reason for the tax exemption. |
State (optional) | State of the company. |
Tax ID Type (optional) |
Type of ID used for tax exemption. |
Type of Business (optional) | Type of business entity to whom the tax exemption has been issued. |
Add a Tax Exemption Document
To add a tax exemption document, do the following:
- On the purchase overview page, click the Add Tax Exemption Document button. The Add Tax Exemption Document window opens.
- Select options from the following drop-down menus:
- Enter additional information in the Notes field (optional).
- Click Save & Close.
Note
The Add Tax Exemption Document button is only available on the Tax Exemptions section.
General
Field | Description |
---|---|
Reason for Exemption | Reason for the tax exemption. |
Tax ID Type |
Type of ID used for tax exemption. |
Tax ID |
Unique Tax ID to identify the company. |
Date Certificate Issued | Date when the exemption certificate was issued for the company. |
State of Issue | Federal state where the tax exemption document has been issued. |
Expiration Date | Date the exemption of the company expires. |
Attachments | This field is clickable. Click on it to upload/view the tax exemption document. |
Note
You can update, validate, and mark tax exemption documents as invalid. Use the ... button to validate or mark documents as invalid.
Expired documents are shown on the Valid/Expired section of the tax exemption documents table:
Contact
Field | Description |
---|---|
Company | Name of the company to which the tax exemption document has been assigned. |
Type of Business |
Type of business entity to whom the tax exemption has been issued. |
First Name |
First name of the company's contact person. |
Last Name |
Last name of the company's contact person. |
Email address of the tax exempt company. | |
Phone | Phone number of the company. |
Address | Address of the company. |
Address 2 | Additional address information of the company. |
State | State where the company is located. |
Zip/Postal Code | Zip/Postal code of the company. |
City | City where the company is located. |