Customers

The Customer Management module in the Subscription Commerce Manager allows your 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.

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.

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:

Add an X-Parameter

If you would like x-parameters to be included in revenue reports, you can add them to a completed purchase.

To add an x-parameter to an existing purchase, do the following:

1. Open the purchase overview page for the purchase in the Subscription Commerce Manager.
2. Click on the General Info tab.
3. Scroll to the bottom of the page and click the + sign button next to the X-Parameters field.
4. 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.
5. Click Add.

Issue a Refund

To refund all or part of a customer's purchase, do the following:

1. 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.
2. 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:

   1. Verify that the Purchase Amount is the amount that you want to refund.
   2. Select an option from the following drop-down menu:

      Field	Description
      Reason	Reason for which you are refunding the purchase

   3. 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.

   4. Verify that the Policies and Procedures apply to the refund in question.
   5. Add any additional information in the Add note (optional) field.
   6. 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:

   1. Select the item for which you want to issue a refund.
   2. Select an option from the following drop-down menu:

      Field	Description
      Reason	Reason for which you are refunding the purchase

   3. Select the Deactivate and terminate subscription billing checkbox if the purchase is part of a subscription, and you want to deactivate recurring billing.
   4. Verify that the Policies and Procedures apply to the refund in question.
   5. Add any additional information in the Add note (optional) field.
   6. 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:

   1. Select the item for which you want to issue a refund.
   2. 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.

   3. Select an option from the following drop-down menu:

      Field	Description
      Reason	Reason that you are refunding the purchase

   4. 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.

   5. Verify that the Policies and Procedures apply to the refund in question.
   6. Add any additional information in the Add note (optional) field.
   7. 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:

   1. 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.
   2. Add any additional information in the Add note (optional) field.
   3. Click Issue Refund.

Generate a New Email

1. Open the purchase overview page for the purchase in the Subscription Commerce Manager.
2. Click on the Delivery Info tab.
3. Click the Generate New Email button.
4. Select one of the following options:

   Option	Description
   Invoice (Receipt)	A customer has made a purchase and payment has been received. This email contains the delivery information and the receipt. For online payment Online payment stands for a group of payment options that do not require the customer to submit the payment in an extra step after submitting the order. With an online payment option, the product is delivered almost immediately (as soon as the payment is processed which usually does only take a few seconds). options, the email is sent immediately after the purchase. For offline payment Offline payment stands for a group of payment options. With the order confirmation, the customer receives a link with information on how to make the payment. Ordered products are delivered as soon as Cleverbridge receives a payment confirmation from the payment provider. options, the email is sent once Cleverbridge has received payment. View Example
   Delivery	This email contains the delivery information for a purchase. View Example

   The email is generated and added to the top of the Emails table.

5. Click the ... button to the right of the generated email.

   

6. 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.

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 customer profile. The customer profile area displays contact information for the customer, as well as details about the purchase.

Search for a Customer

1. Enter one or more of the following keywords into the search bar:
   • last name
   • company
   • last 4 digits of credit card
   • reference number
   • email

   Note

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

2. 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:

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, an existing customer wants to purchase a backup CD that should be delivered to an address that is not the same as the billing address. To add an additional contact, do the following:

1. Open the overview page for the customer.
2. Click the edit button on the upper right of the contact information tab.
3. Click Enter additional contact and select one of the following tabs depending on your needs:
   • Delivery Contact
   • Licensee Contact

   

4. Edit the contact information on the Delivery Contact or Licensee Contact tab.
5. Click Save.

Merge Two or More Customer Contacts

1. Open the overview page for the customer.
2. Click the edit button on the upper right of the contact information tab.
3. Click Merge contacts and select the available contact type you want to merge into.

   

4. 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:

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 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.

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:

1. On the purchase overview page, click Add Follow-Up. The Add Follow-Up window opens.
2. Click one of the following buttons, depending on who the follow-up is intended for:
   • office/department
   • user
3. 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.

4. 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.

5. Enter a Subject line for the follow-up.
6. Enter additional information in the Add note (optional) field.
7. Click Add Follow-Up.

Manage Your Follow-Ups

To manage your follow-ups, do the following:

1. In the main menu, click Customer Management.
2. 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.

   

History Entries

History entries are detailed notes about the customer interactions and transaction events that occurred after an initial purchase. They are vital to discerning what has happened and what must still be done with regard to purchases.

In the Purchase History tab on the purchase overview page, you can find all of the history entries for a purchase.

Add a History Entry

To add a history entry, do the following:

1. On the purchase overview page, click the Add History Entry button. The Add History Entry window opens.
2. Select options from the following drop-down menus:

   Field	Description
   Nature of Contact	Source of the contact, for example, whether the contact was initiated by the customer or internally in your organization.
   Contact Method	Way in which the contact was initiated.
   Contact Category	General reason for the contact.
   Contact Reason	Specific reason for the contact.

3. Enter additional information in the Add note (optional) field.
4. Click Add History Entry.

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	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:

1. On the purchase overview page, click the Add Tax Exemption Document button. The Add Tax Exemption Document window opens.

Note

The Add Tax Exemption Document button is only available on the Tax Exemptions section.

2. Select options from the following drop-down menus:

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	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.

3. Enter additional information in the Notes field (optional).
4. Click Save & Close.