merchant:console:customers

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Customer Database

The Basics

The Customer Database section contains all customers who have been entered into the permanent database including customers who are no longer active, or who have been temporarily disabled.

There are multiple ways in which to add customers to your permanent database. You can add their information via the “Add Customer” button located at the bottom of the main database page, or when you enter their information in the Quick Sale Form. You can also add customer information to the database using saved data from past transactions.

On the main page, the database is indexed by the customer number (CustNum), but you can change the index by clicking on the name of the field you would like to use at the top of the list. For example to sort the list by the “Due Next” date, simply click on the column header. The list will be resorted by the date on which recurring billing transactions are next scheduled in ascending order. To reverse the order, simply click the same header again.

The database will display 50 customers per page (there is a tab at the bottom of the screen to move to the next page).

From the main customer database page you can view your customer information in a variety of ways, edit and delete selected customers, edit groups of customers simultaneously, export data for your records, enable, disable and delete groups of customers, and add or upload new customers to your database. Click on any of these links to jump to a detailed description of the specified function.

Note: The “Check All” button will not select files not displayed on the screen. Because of this, you can only enable, disable and delete groups of 50 customers at one time.

Customize Display

The display page can be customized by clicking the “Customize” button at the top of the page and adding or subtracting the fields you would like to display. Default settings for this page include the following:

Field Description
CustNum a gateway assigned customer identification number
Company
Last Name last name of customer
Description a brief description of the goods or services being compensated
Amount
Schedule how frequently the customer is automatically charged (for possible options see also: Billing Schedule)
NumLeft number of transactions remaining in the recurring billing cycle (should be set to [*] if there is no set end date)
Due Next date of next automatic transaction

Use the add or subtract buttons and the arrows on the right to select the data you would like displayed and the order in which it should appear on the page. To return to the default settings, simply click the “Restore Defaults” button below the option fields.

Possibilities in addition to the default options are:

Field Description
CustID a merchant assigned customer number
First Name
Address
Address2
City
State
Zip
Country
Phone
Fax
Email
Receipt denotes whether or not the customer is automatically sent a receipt each time they are charged
Receipt Note displays the note that is emailed to the customer along with their receipt
Notes displays any notes that you have added to the customer's record - this is only visible to you, not to the customer
Enabled denotes whether a customer is currently enabled for recurring billing
Start date the recurring billing cycle was initiated
Failures number of failures that have occurred for this customer
Order ID
Balance displays the balance remaining to be billed to customer

Another way to customize your main customer database display page is with the tools located in the sidebar. You can switch between a traditional list, and business card view, select specific dates and categories, and view specific types of past transactions.

  • The Calendar can help you navigate through past transactions. Use the drop down menu or the arrows on either side of the selected date to move from one month to the next and then click on the date you would like to view. Dates on which transactions occurred, or are scheduled to occur will be bold.
  • Categories are similar to source keys in that they can identify a certain type of customer. To view a particular group of customers, click on the category you would like displayed. Categories are assigned when a customer is created, or may be added later by editing a customer's information.
  • Billing History can be viewed collectively, or by approvals, declines, or errors.
  • Views of your database include the classic list, or business card layout. The default view is the classic list, here is an example of the business card view:

Color Legend

       

The customer database is organized by color according to each customer's recurring transaction status.

  • If a customer is enabled for recurring billing and their credit card or checking account is in good standing, their row will be shaded blue.
  • If a customer's charge did not go through, or encountered an error, the system will retry for up to three days from the initial transaction allowing enough time to edit and update the customer's payment information, and the customer's row will be shaded orange.
  • If a customer is not enabled for recurring billing, or if a customer's card has been fully declined, or the three day period has expired, their row will be shaded red.
  • If a customer has complete their recurring billing cycle (and either reached the set end date, or total number of transactions to run) their row will be shaded gray.

Find Customer

You can search your customer database to find a particular customer, or group of customers, by entering the CustNum (a gateway assigned customer identification number) or the customer's last name in the search box at the top of the page.

Along with your search results, the system will display the total number of customer records found at the top of the page.

Bulk Edit

The bulk edit option allows you to edit the same field for multiple customers simultaneously. Check the boxes to the left of the customers you wish to edit, or use the “Check All” button at the bottom of the page. Note: The “Check All” button will not select files not displayed on the screen. Because of this, the bulk edit function can only be used on groups of 50 customers at one time.

Once you have selected the files you would like to edit, clicking the “Bulk Edit” button will bring you to this form:

Simply check off the fields you would like to make changes to and click the “Continue” button at the bottom of the screen to save your changes.

For example, suppose you had multiple customers from a single company, and the company changed its name. All you would have to do is select the files affected by the change and click the “Bulk Edit” button. In the edit form, check the box to the left of the “Company” field, then fill in the new company name in the space provided. Click the “Continue” button and your changes will be saved in all of the individual files selected. Another example would be if you wanted to change all of your recurring billing cycles from bi-weekly to monthly, simply select the files you want to change, check the box to the left of the “Schedule” field and select “Monthly” from the drop-down menu.

Edit Customer

The edit customer screen includes many options for managing individual customer accounts from within the customer database. From the editing screen, you can edit customer data, submit transactions, establish and monitor the customer's recurring billing cycle, add notes to the customer's account, view the customer's billing history, and add customer payment methods.

At the top and bottom of the screen for each of the following functions are these four buttons:

“Save & Previous” will save any changes you have made to the current screen and load the information of the customer preceding the current record in the database. “Save & Next” will do the same thing but will load the next record. “Save & Close” will save your changes to the current file and return you to the main database page, while “Cancel” will return you to the main database page without saving any changes that you may have made to the customer's file.

If you make changes in one tab and then switch to another tab, all changes made to the file will be saved, it is not necessary to save the changes made in one tab before moving to the next. For example, if you change the customer's address in the General tab and then switch to the Notes tab to add a reminder note, you can simply make both of those changes and then click any one of the “Save” buttons and all of your changes will be saved.

General

The Edit screen is divided into tabbed subcategories, each fulfilling a separate customer function. The General tab includes basic customer information as well as the ability to add and edit custom fields and payment methods.

Fields appearing in the General tab of the Edit Customer screen are as follows:

General
CustNum a gateway assigned customer identification number
Company Customer's company name
First Name Customer's first name as it appears on their credit card or checking account.
Last Name Customer's last name as it appears on their credit card or checking account.
Address Customer's billing street address
Address2 Additional address information if applicable
City Customer's city as it appears in their credit card billing address
State Customer's state, also as it appears in their credit card billing address
Zip Customer's billing zip code
Country Customer's country of residence/business
Phone Customer's telephone number
Fax Customer's facsimile number
Web Site Customer's company website
Email Customer's email address - this is the email to which receipts and other important customer account information will be sent by the system
Custom Fields click here for details
Add Payment Method click here for details

Recurring Billing

The Recurring Billing tab allows you to manage your customer's recurring billing cycles, including determining the schedule on which they will be automatically billed and the amount of each transaction, the length of the recurring billing cycle, and a description of the good or services for which they will be charged.

Fields included in the Recurring Billing tab are as follows:

Recurring Billing
Schedule Enabled if checked, customer will be enabled for recurring billing
Schedule set the customer's recurring billing schedule from the drop down menu - options include Daily, Weekly, Bi-Weekly (every two weeks), Monthly, Bi-Monthly (every two months), Quarterly, Bi-Annually (twice a year), or Annually.
Start date to begin billing cycle
Next date of next scheduled transaction - customer will be charged at the time specified in the Recurring Billing section of your General Settings (default is 11:00 PM)
Num Left number of transactions remaining in billing cycle (set to * for infinite)
Tax amount of total to be applied to taxes
Total Amount amount that will be charged
Order ID create a unique order ID by which to identify customer's billing cycle for reporting purposes
Source set the source of the billing cycle (for reporting purposes)
User set the user who entered the information (for reporting purposes)
Description a brief description of the good or services being charged
Send Customer Receipt When checked, customer will be sent an email receipt each time their billing cycle completes an automatic transaction. The space following the “Send Customer Receipt” checkbox can be used to write a note or thank you message to be included in the automatically emailed transaction receipt.

Notes

The Notes tab provides you with a place to store your own private notes on a customer's account, you can use this feature to include important reminders, notes for other employees about the status of a customer's account, or just as a place to store details about a customer that don't fit into another field or category in your merchant console.

Virtual Terminal

The Virtual Terminal tab allows you to process transactions for an individual customer from within the customer database, eliminating the need to find a customer's number and then perform the transaction in your Sale Form or main Virtual Terminal.

The vTerminal tab has three sub-tabs of its own: Sale, AuthOnly, and Refund. The Sale tab allows you to perform one time sale transactions for the customer, the AuthOnly tab allows you to authorize transactions for future processing and the Refund tab allows you to issue a one time refund to the customer.

Unlike the stand-alone Virtual Terminal, the Virtual Terminal within the customer database uses the customer's stored payment information to process the transaction, so you only need to enter information pertaining to the specific transaction you are initiating such as transaction ID, amount, and description.

Sale

To charge a customer's credit card, select a payment method from the drop down menu, then enter the information requested into the fields provided.

Fields included in the Sale tab of the Customer Virtual Terminal are as follows:

Sale
Payment Method Select a payment method from the drop-down menu. If the customer does not have any saved payment methods in the database, simply return to the “General” tab and add a new payment method to the account.
Charge Amount Enter the total amount of the sale, including tax if applicable (see below for more details).
Tax Amount Enter the portion of the Charge Amount that is sales tax. For example, if you have an $8.00 order with 0.85 tax for a total of $8.85, you would enter 8.85 in the Charge Amount field and 0.85 in the Tax Amount field.
Description Enter a description of the product or service that the transaction is for.
Order ID Enter an order ID number or code if desired (for reporting purposes).
Invoice # Enter an invoice number if desired (for reporting and tracking purposes).
PO # Enter a Purchase Order number for the transaction if applicable. (The purchase order number is only required for corporate purchasing cards, the field may be left blank if the number is not known.)
Merchant Receipt To send a copy of the transaction receipt to yourself, check the box and enter your email address in the space provided. Multiple email addresses maybe entered, but they must be in standard email format and separated by commas. For example: jim@yourcompany.com, martha@yourcompany.com, tina@yourcompany.com, etc.
Customer Receipt To send a receipt of the transaction to the customer, check the box and enter the customer's email address in the space provided. Multiple email addresses maybe entered, see above for details.

When all fields have been completed, click “Process” to complete the transaction.

AuthOnly

The AuthOnly form is used to validate and reserve funds on a credit card without charging the customer. An AuthOnly transaction will reserve the validated funds for approximately ten days, depending on your merchant service bank. The AuthOnly will generate an Authorization Code, which can be used at any time during the ten days to charge the card and complete the transaction.

The fields included in the AuthOnly tab of the Customer Virtual Terminal are identical to those in the Sale tab, but the customer's card will not be charged until the steps outlined below have been completed. [jump to authonly steps]

The available fields are as follows:

AuthOnly
Payment Method Select a payment method from the drop-down menu. If the customer does not have any saved payment methods in the database, simply return to the “General” tab and add a new payment method to the account.
Charge Amount Enter the total amount to be authorized, including tax if applicable (see below for more details).
Tax Amount Enter the portion of the Charge Amount that is sales tax. For example, if you have an $8.00 order with 0.85 tax for a total of $8.85, you would enter 8.85 in the Charge Amount field and 0.85 in the Tax Amount field.
Description Enter a description of the product or service that the transaction is for.
Order ID Enter an order ID number or code if desired (for reporting purposes).
Invoice # Enter an invoice number if desired (for reporting and tracking purposes).
PO # Enter a Purchase Order number for the transaction if applicable. (The purchase order number is only required for corporate purchasing cards, the field may be left blank if the number is not known.)
Merchant Receipt To send a receipt of the transaction to yourself, check the box and enter your email address in the space provided. Multiple email addresses maybe entered, but they must be in standard email format and separated by commas. For example: jim@yourcompany.com, martha@yourcompany.com, tina@yourcompany.com, etc.
Customer Receipt To send a receipt of the transaction to the customer, check the box and enter the customer's email address in the space provided. Multiple email addresses maybe entered, see above for details.

When all fields have been completed, click “Process” to complete the transaction.

To complete your AuthOnly transaction, go to the Queued Transactions screen in your Batch Manager, check the box in the “Post” column on the far right hand side of the row, and click the “Process Changes” button at the bottom of the screen.

If you do not complete the transaction within the allowed time period, the Authorization Code will expire, and the customer will not be charged. An AuthOnly cannot be voided or credited since it does not complete an initial transaction.

Refund

To refund a customer's credit card, select a payment method from the drop down menu, then enter the information requested into the fields provided. Please note: a refund is the same as a credit, but not the same as voiding a previous transaction. A credit or refund can be issued for any reason and at any time, but a void may only be issued to reverse a pending transaction. For more information about voids, credits and refunds, as well as how to tell if a transaction has been completed or is still pending, click here.

Fields included in the Refund tab of the Customer Virtual Terminal are as follows:

Refund
Payment Method Select a payment method from the drop-down menu. If the customer does not have any saved payment methods in the database, simply return to the “General” tab and add a new payment method to the account.
Charge Amount Enter the total amount of the refund, including tax if applicable (see below for more details).
Tax Amount Enter the portion of the Charge Amount that is sales tax. For example, if you have an $8.00 order with 0.85 tax for a total of $8.85, you would enter 8.85 in the Charge Amount field and 0.85 in the Tax Amount field.
Description Enter a description of the reason the refund is being issued.
Order ID Enter an order ID number or code if desired (for reporting purposes).
Invoice # Enter an invoice number if desired (for reporting and tracking purposes).
PO # Enter a Purchase Order number for the transaction if applicable. (The purchase order number is only required for corporate purchasing cards, the field may be left blank if the number is not known.)
Merchant Receipt To send a receipt of the transaction to yourself, check the box and enter your email address in the space provided. Multiple email addresses maybe entered, but they must be in standard email format and separated by commas. For example: jim@yourcompany.com, martha@yourcompany.com, tina@yourcompany.com, etc.
Customer Receipt To send a receipt of the transaction to the customer, check the box and enter the customer's email address in the space provided. Multiple email addresses maybe entered, see above for details.

Billing History

The Billing History tab displays a customer's complete individual billing history.

The tab including the following fields:

Billing History
Date Date transaction was processed.
Trans ID System assigned transaction identification number.
Card/Account Number Credit Card or account number of payment method used in specified transaction.
Amount Total amount of transaction.
Status Status of transaction: Pending, Approved, Declined, Error, etc.
Authorization/Error Authorization or error code. [Return to the Support Index to search the error database, or the Downloads Section to download a complete list of error codes.]

Edit Custom Fields

The Custom Fields option allows you to keep track of information that is unique to your business from within your customer database. You can add or edit custom fields to your customer database at any time. Simply click on the “Edit Custom Fields” link at the bottom of the general tab in any customer's editable file. The link is located below the editable fields.

You will be presented with an empty, numbered list with spaces for nineteen custom fields. You may add as many or as few custom fields as you like. Then click save at the bottom of the screen.

These fields will then appear at the bottom of the general tab in ALL of your customer's files under the Custom Fields heading.

To delete a custom field, click the Edit Custom Fields link and delete the name of the field you wish to eliminate, then click save at the bottom of the screen.

Add Payment Method

  • waiting for functionality

Add Customer

This button will take you to a form that contains fields for all of the information necessary to enter a new customer into your customer database. The “Add Customer” page includes the following fields:

Add Customer
CustNum a gateway assigned customer identification number
Company Customer's company name
First Name Customer's first name as it appears on their credit card or checking account.
Last Name Customer's last name as it appears on their credit card or checking account.
Address Customer's billing street address
Address2 Additional address information if applicable
City Customer's city as it appears in their credit card billing address
State Customer's state, also as it appears in their credit card billing address
Zip Customer's billing zip code
Country Customer's country of residence/business
Phone Customer's telephone number
Fax Customer's facsimile number
Web Site Customer's company website
Email Customer's email address - this is the email to which receipts and other important customer account information will be sent by the system
Custom Fields click here for details

Upload Customers

You can upload batches of customers using the “Upload Customers” button at the bottom of your screen. Clicking the button will take you to a new screen where you can browse for the file you wish to upload into the database. It is recommended that you use a comma separated text format for importing. Please note, if you are using Excel to create your file, make sure to set the cell format of the ccnum column to text before entering numbers. Switching the format after entering card numbers could corrupt the numbers.

In addition to adding new customers, you can also update existing customer data via upload.

Click here for more details on customer uploads.

Export Customer Database

The customer database can be exported by selecting the type of file you would like to export (comma or tab delimited) and clicking the “Export” button. The data can then be accessed via an offline program such as Microsoft Excel, Quicken or Quick Books.

Delete, Enable & Disable Customers

To change the status of a single customer or a batch of customers, click the small check boxes to the left of each customer's row. You can also change the status of an entire group of customers by using the “Check All” button located at the bottom left of the customer table. Note: The “Check All” button will not select files not displayed on the screen. Because of this, delete, enable and disable functions can only be used on groups of up to 50 customers at one time.

Any checked customers can then be deleted, enabled or disabled for recurring billing, using the “Delete,” “Enable,” and “Disable” buttons located at the bottom right of the customer table. These tools can also be used in conjunction with the “Find” tool if you want to delete or change the status of a specific batch of customers.

Delete

The “Delete” button allows you to quickly and easily delete customers and permanently remove them from your customer database. When you click the “Delete” button you will be asked to confirm the deletion. Upon deletion of customer, all customer information stored in the database will be erased. Once you have confirmed the deletion, the record will be gone and cannot be retrieved. You cannot undo this action.

Enable

The “Enable” button will enable a selected customer or group of customers for recurring billing. In order for this function to work properly, the customers being enabled must be set up for recurring billing individually. To set up a customer for recurring billing, you must click the edit button to the right of the customer's name and follow the instruction for the recurring billing tab.

Disable

The “Disable” button will disable the recurring billing cycle of a selected customer or group of customers. Once disabled, scheduled recurring transactions will not be run. Bold Text

merchant/console/customers.1249655624.txt.gz · Last modified: 2009/08/07 07:33 by nell

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