Purchases are orders made by customers and the records associated with the orders.
To view information related to a 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.'s purchase An order made by a customer and the records associated with it., 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.
View Purchases
To view a purchase using the Purchase viewer in Commerce Assistant (CA), complete the following:
- In the main menu, select Transactions > Purchases. The Purchases search opens.
- Search for the purchase you want to view.
- Select the purchase line item in the search results.
- Double-click the line item to open it. The purchase opens. If you'd like to view multiple purchases simultaneously, press and hold the CTRL key while clicking multiple purchases.
Note
You can use our web admin tool to look for purchases and their related customers. For more information, see Customers > Search for a Purchase.
Purchase Viewer
Use the purchase viewer to view transactional records related to customer orders.
The features in the Purchase viewer display according to the type of product and according to the status of the order An agreement between a seller and a buyer to exchange goods and/or services for money. An order can: - contain multiple products and quantities; - have multiple financial transactions. A preorder authorization is considered an order.. For example, if the product is a subscription product, a subscription billing tab displays. If the order status is paid, a payment Exchange of money for goods and services in an acceptable amount to the customer where the payment amount has been agreed upon in advance. The customer can only pay with an accepted payment method. Each payment has an individual payment cost. log tab displays. Also, your account setup configuration determines which features are available in the Purchase viewer.
The Purchase viewer in the Commerce Assistant (CA) contains an action bar at the top, and four functional areas that organize relevant information about a purchase.
Note
You can use our web admin tool to view purchases and all related transactions. For more information, see Customers > Purchase Viewer.
Action Bar
The action bar is context sensitive and displays options based on your user privileges and the status of the purchase. The most common options available are shown below.
| Action | Description |
|---|---|
| Add Follow-Up | Add a follow-up for the purchase. |
| Refresh |
Refresh the Purchase viewer to reload the page. |
Purchase Viewer Areas
The Purchase viewer has four main areas that organize data about the purchase. You can find each of the four areas in the image below.
The numbers correspond with the following areas:
1. Purchase Details
The Purchase Details area displays the origin, status, and delivery information of the purchase.
| Purchase Detail | Description |
|---|---|
| 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 for the purchase. |
| Purchase date |
Date and time the order was placed. |
| Payment date |
Date and time payment was received for the order. |
| Purchase order A B2B payment option in which software is delivered either immediately without the upfront collection of payment or after prepayment with proforma invoice.
|
If the order was a purchase order, a checkbox displays. |
| Payment type |
Name of the payment method |
| Customer purchase order | If the customer enters a purchase order number in the checkout process, the number displays. To edit the purchase number, click Edit in the action bar and select Edit Customer Purchase Order #. |
| Confirmation page The confirmation page is displayed after a customer makes a purchase. The confirmation page contains the order confirmation and delivery information.
|
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. |
| Entry URL |
First Cleverbridge-hosted shopping cart page that the customer viewed. Click the URL to open the page in a web browser. |
| Referrer 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. |
| Browser |
Web browser used by the customer for the order. If this purchase is a subscription rebilling, this field does not display. |
| Customer username | Name or email address of the customer. |
| 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. |
| Parameter | 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. categories used to define and organize your revenue channels. These parameters are set up as the main classes in the Revenue Tracking Setup tree. |
2. Contact Information
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. |
For information about how to edit this information, see Edit Contact Information.
3. Records
The records area displays administrative records associated with the purchase. The types of purchase records display as tabs, with different tabs displaying depending on the order status, and if any errors occurred.
Correspondence
The Correspondence tab provides both history entries and emails associated with the purchase.
History
All contacts with the customer display, including internal notes relevant to the purchase. To add a new history entry, click Add History Entry. The details of the New History Entry window are described in the History viewer. To see a list of records of other users viewing the purchase, click Show purchase view log.
Emails
All emails sent regarding the purchase displays, including the customer invoice email, the customer delivery details email, and the customer order confirmation email.
Right-click an email and select Open to review the email header information and the email itself, in three formats: HTML, HTML source, and plain text. To send the customer another mail, click Generate Email and select an email type.
Purchase Documents
The Purchase Documents tab displays a list of PDF documents sent to the customer as email attachments. Chargeback A credit card chargeback, typically referred to as chargeback, occurs when a customer successfully disputes a transaction on their bank report. Unlike a refund, where Cleverbridge proactively returns the amount to the customer, a chargeback involves the customer's bank automatically withdrawing the amount from Cleverbridge's account. Cleverbridge can contest illegitimate claims, but the card organization makes the final decision. Successfully contested chargebacks still contribute to the chargeback ratio. PDFs can be found here as well.
Example
A customer who selected an offline payment Offline payment stands for a group of payment options that do not involve online transactions like direct debit, wire transfers, and checks. 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 payment confirmation from the payment provider. option receives an email with an order information PDF requesting that payment be made. After the customer makes the payment, another email is sent with an invoice PDF confirming that the payment was received. The invoice PDF is an invoice and the invoice number displays in the Invoice Number column.
Resend Documents
If you update an order (to change the billing address, for instance) you can resend any document. Select the document you wish to resend and click Renew Purchase Document. You can also select to digitally sign the invoice by clicking Sign Electronically. Electronic signatures encourage tax authorities to accept the document. Signed documents are indicated by a checkmark in the Signed column.
Note
Before the payment is made, the order reference number displays in the Invoice Number column. When payment is received, the official invoice number for the order displays.
Error Log
The Error Log tab provides an overview of purchase errors, and is used to identify problems as they occur. This tab only displays when there has been an error associated with a purchase.
There are four types of errors that display in the error log:
| Type of Error | Description |
|---|---|
| Key generation failure |
The license key couldn't be generated for one of several reasons:
|
| Key list failure | The license key list has no available license keys. |
| Notification failure | The notification cannot be sent because, for instance, your notification credentials are invalid, or your FTP server is offline. |
| Payment transaction failure | Payment processing is delayed due to technical issues on the payment provider's side. |
4. Products Purchased
The Products Purchased area displays a complete description of the product and its pricing. If multiple products were purchased in one order, click a product to view its details.
Product details display in the lower left area of the worksheet including the price with applicable taxes, quantity, and discounts applied to the order.
Customer vs. Client View
You can view pricing information based on what the customer was charged for the order, or based on what you receive with Cleverbridge fees deducted. You can toggle between viewing customer data and your data. Click the Customer radio button to select the customer data, and the Client radio button to view your data.
Tabs
The following tabs display in the Products Purchased area:
Details
The Details tab displays pricing details as well as optional data such as the promotion associated with the order and its coupon codes.
Subscription Billing
If the product purchased was a subscription product, the subscription billing tab displays. You can review details about the subscription such as interval, past billing dates and times, total amount paid, status, and next billing date and amount due.
From this tab you can:
- Cancel a subscription by clicking Deactivate.
- Put the subscription on hold by clicking Await Reinstate. This postpones the next billing interval until the customer confirms that the subscription should stay active.
- Reactivate the subscription by clicking Reinstate.
- Extend the next billing date by clicking Extend Next Billing Date.
- Offer the customer the opportunity to change the payment option Set of payment choices displayed to the customer on the checkout page. Available payment options are based on the customer's GeoIP location and include different payment methods and types, for example: a Purchase order (PO) is a payment option we offer our B2B customers. POs are usually paid via the payment method of wire transfer. by clicking Copy Change Payment Link. The URL is copied to the clipboard and can be pasted in an email to the customer.
- Offer the customer the opportunity to manage their subscription by clicking Copy Customer Self-Service Link. The URL is copied to the clipboard and can be pasted in an email to the customer.
Delivery
The Delivery tab displays information about the delivery type for each line item of the order. It displays the type of delivery, the license key for the purchase, the expiration date if the license key is limited by time, and the name of the license key file, if applicable.
From this tab you can:
- Copy text/HTML keys — Copies the license key and any accompanying text to the clipboard.
- Renew link — Renews the URL for the order to set a new expiration date.
- Renew key — Renews the original license key. If the original key generation failed, this button generates a new key.
- Renew text — Regenerates the delivery text. This is useful if the order language was incorrectly configured.
- Renew all links — Renews all URLs for the order to set a new expiration date.