Customer Management

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Last updated: 09 Nov 2018 / 3:58 PM / GMT

In the following guide, you will get more familiar with how you can read and manage your customer data.


Customer Account Information

By following this guide, you will learn how to find any information that is related to a specific user account. Their email address, payment, and subscription information.

Audience Tab

The audience tab offers a live preview of each customer that has registered an account on your website for your premium content.

Searching for a customer

To find information for a specific user, you can use multiple search criteria. We suggest using the customer’s email address as it is the most reliable information.
To use the search feature, click on the search bar and first type the search criteria, in our example the customer email. Type in email and click enter. You should see this:

Next, type or copy and paste the customer’s email address, after the double dots ( : ).

Example:

You will be presented with the search result below the search field.

The action button in the last column provides further information regarding the specific account. To access it click on the small pencil icon in the actions column.

Here you can find additional information, such as the referrer link. This link provides you with information on where the customer has registered their account.
At the bottom, you will find information regarding all of the payments made by the specific customer, including subscriptions.

Payments Tab

The payments tab offers a live preview of each payment that is created by your customers. There are multiple types of payments. These are:

  • Charge – a one-time payment
  • Free-Trial – free period on a recurring payment
  • Recurrent – a recurring payment
  • Freemium – free access (data capture)

Searching for payments

The search process for a payment is the same when searching for a customer.
Despite searching for payments by an email address, you can also search for payments made by a specific type, country or asset. You will be presented with the search result below the search field.

Subscriptions Tab

The subscription tab offers a live preview of each customer and their subscription. Here you can find any details in regards to a customer’s subscription and issue a cancelation of a customer’s subscription.

Searching for subscriptions

To find information regarding a specific user and their subscription, you can use the criteria consumer email :
After the search criteria, type or copy and paste the customer’s email address. You will be presented with the search result below the search field.

Once you have located the customer’s subscription you can view information on their payments and
if their subscription has or has not been canceled. To do this follow the steps below:

  1. Search for the specific customer
  2. Click on the small Gear Box icon under the Actions column on the far right
  3. Select Subscription Details

Customer Account Management

In this section, we will cover all of the actions that can be done on your customer’s accounts.
Such as granting access, revoking access and canceling a subscription.

Unfortunately, a refund cannot be actioned from the merchant panel as well as searching for a customer’s account by using their credit card information. These two actions can only be done by an InPlayer customer support representative. Scroll to the bottom of this document for further information.

Audience Tab

You have learned how to locate and observe all information in regards to a specific user account. Here you will learn all of the actions that can be made in the audience tab on your customers.

All of the actions in the Audience tab are made through the action button in the last column.

Grant Access

To grant access to a customer, first, you must locate the customer via their email address. Please refer to the Account Information section above on how to do this.

Once you have located the customer, go to the actions column by clicking on the small pencil icon to the far right. Next, follow the steps below:

  1. Click on Grant Access
  2. Choose the search option (asset or package)
  3. Enter the search criteria (id : ) followed by the asset/package id and click Enter
  4. Select a pre-determined or custom time
  5. Click on Grant

You will see the customer access appear below.

Revoke Access

To revoke access to a customer, locate the customer by searching for them via their email address and access the actions tab by clicking on the small pencil icon. Please refer to the Account Information section above on how to do this.

To revoke access, follow the steps below:

  1. Locate the customer by using the search field
  2. Click on the small Gear icon on the far right
  3. Select Revoke Access
  4. In the pop-up window click on Revoke.

The list below will be updated and the customer will no longer have access.

Reset Password

To reset the password for a customer, locate the customer by searching for them via their email address and access the actions tab by clicking on the small pencil icon. Please refer to the Account Information section above on how to do this.

Next, click on the Reset Password link. You will be prompted with a message:
Are you sure you want to reset the password?

Click on Yes, Delete!

The customer will receive an email with a randomly generated password.

Cancel Subscription

To cancel the subscription for a customer, locate the customer by searching for them via their email
address and access the actions tab by clicking on the small pencil icon. Please refer to the Account
Information section above on how to do this.

On the far right next to Grant Access, from the drop-down menu, change the Asset Access to
Subscriptions.

  1. From the list below, locate the subscription for the user
  2. Click on the small Gear icon on the far right
  3. Select Cancel Subscription in the drop-down menu
  4. Click on Yes, Delete!

Payments Tab

The Payments Tab currently does not offer any actions that can be made on your customer’s accounts. Please refer to the Payments Tab section in the Account Information above for further information on how to use the Payments Tab.

Subscriptions Tab

The Subscriptions Tab can be used to cancel a customer’s subscription.

Cancelling a Subscription

To cancel a customer’s subscription, please search for the customer first. To do so, please refer to the Account Information section above.

Follow the steps below on how to cancel a customer’s subscription:

  1. Locate the customer by using the search field
  2. Click on the small Gear icon on the far right
  3. Select Cancel Subscription in the drop-down menu
  4. Click on Yes, Delete!

The customer’s subscription will be successfully canceled.


InPlayer Support Actions

Refunds

Refunds can only be made by an InPlayer’s customer support representative. Please
forward any refund requests you have from customers to us at support@inplayer.com.

Once the refund has been issued, we will contact you or the customer back with a confirmation.

Searching for customers by their credit card information

Sometimes, a customer can mistype their email address when they register and make a purchase. This often leads to confusion as for when the customer logs back in, the system will prompt them that their account does not exist. Should they choose to register once again, they will not have access.

This is handled by looking for the customer’s payment directly in our payment processor. For this we need the below information:

  • Last 4 digits of their credit card
  • Expiration date
  • Type of credit card
  • Name on credit card

Once the customer has been located, we will send you an email back with information on how to handle the customer. Often the best approach is revoking access to the mistyped email address and granting access to their correct account.

 

For any questions, please contact support@inplayer.com.

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