- **Use Case Number:**2-5-01
- **Completed By:**Customer Service Agent
- Estimated Completion Time:<1 day
Design Approach
Customer service agents and managers access subscriber accounts and respond to customer support inquiries through the SubscribeMerchant Portal. Using the Portal, customer service agents and managers can view and update customer accounts, view customer purchase history, view customer subscription and subscription history, view and modify customer payment methods, grant credits and issue refunds. To learn more about the Subscribe Portal, see Subscribe Portal User Guide.- Search for Accounts Using the Subscribe Portal
As a customer service agent, you can search for a subscriber’s account using the Subscribe Merchant Portal 2.0. The filtering screen includes key search fields, displayed with a light blue background. At least one key search field (with a blue background) must be used in order to search. Search criteria can include the subscriber’s email or the Customer ID. The Accounts page displays the 500 most recent results. - Search for Transactions Using the Subscribe Portal
As a customer service agent, you can search for Transactions using Subscribe Merchant Portal 2.0. The filtering screen includes key search fields, displayed with a light blue background. At least one key search field (with a blue background) must be used in order to search.
Search for Accounts Using the Subscribe Portal
As a customer service agent, you can search for a subscriber’s account using the Subscribe Merchant Portal 2.0. The filtering screen includes key search fields, displayed with a light blue background. At least one key search field (with a blue background) must be used in order to search. Search criteria can include the subscriber’s email or the Customer ID. The Accounts page displays the 500 most recent results. Read the Account filtering considerations and descriptions of the filter screens Account filter lets you search for the required customer records. You will see a list of the best results,. If only one result is applicable, the account details page will appear. To search for Accounts:- In Subscribe Merchant Portal 2.0, select Billing > Accounts from the menu bar.
- In the Filter pane, enter the relevant value by which you’d like to search in the key fields (blue background). You can also search by additional fields. For field descriptions and search considerations, see the Filtering Accounts topic.
- Click Apply. Note: Only 500 results are returned. The search results pane displays all accounts matching the search criteria.
- From the search results, click the ID to view the desired account page.
Search for Transactions Using the Subscribe Portal
As a customer service agent, you can search for Transactions using Subscribe Merchant Portal 2.0. The filtering screen includes key search fields, displayed with a light blue background. At least one key search field (with a blue background) must be used in order to search. To search for Transactions:- In Subscribe Merchant Portal 2.0, select Billing > Transactions from the menu bar.
- In the Filter pane, enter the relevant value by which you’d like to search in the key fields (blue background). You can also search by additional fields.
- For field descriptions and search considerations, see the Filtering transaction topic.
- Click Apply. The search results pane displays all Transactions matching the search criteria. If there is only one entry matching the search criteria, that transaction detail page appears instead of the search results page.
- From the search results, click the ID to view the Transaction detail page.