Review customer history end to end
This guide walks through customer history review for support and operations. Read use customer history first for field definitions.
Use this before refunds, subscription cancel, or buyer access changes.
Part 1 — Locate the customer
- Confirm you are in the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Customers from the sales area.
[Screenshot: Customers list — search and filters visible.]
- Search by buyer email (confirm spelling and aliases).
[Screenshot: Customer search — buyer email entered.]
- If no result, search Sales by email with wider date range.
[Screenshot: Sales fallback search — email search with extended dates.]
- Open the customer record when found.
[Screenshot: Customer profile — buyer email and summary visible.]
- Note lifetime value, first purchase, and last activity if shown.
[Screenshot: Customer summary — lifetime spend and activity dates.]
Part 2 — Review purchases and subscriptions
- List all purchases with status: approved, pending, refunded, declined.
[Screenshot: Purchases tab — all sales with status badges.]
- Open each relevant sale for product, offer, and origin.
[Screenshot: Sale detail — product, offer, and checkout origin.]
- List all subscriptions with trial, active, overdue, or canceled status.
[Screenshot: Subscriptions tab — all recurring records for buyer.]
- Flag duplicate subscriptions for merge review.
[Screenshot: Duplicate subscriptions — two active records flagged.]
- Cross-check Financial Overview if revenue questions arise.
[Screenshot: Financial Overview — buyer period revenue if needed.]
Part 3 — Support action and documentation
- Compare buyer request with actual purchase and subscription state.
[Screenshot: Support ticket vs customer record — request aligned with data.]
- Decide next action: access, refund, cancel, or escalate.
[Screenshot: Action decision — next step chosen and documented.]
- If access issue, follow investigate buyer access.
[Screenshot: Buyer access checklist — delivery method verified.]
- Document findings: sale IDs, subscription IDs, and dates in support ticket.
[Screenshot: Support ticket — IDs and findings documented.]
- Export customer data if accounting or retention needs a file.
[Screenshot: Export action — customer or sales export initiated.]
Customer review cheat sheet
| Question | Where to look |
|---|---|
| Did they pay? | Purchases — approved status |
| Do they have access? | Sale + delivery |
| Are they still billed? | Subscriptions — active vs canceled |
| Was money returned? | Purchases — refunded status |
| Wrong workspace? | App header + switch workspaces |
Common mistakes
- Searching only Customers when sale used a typo email.
- Acting on pending or declined sales as if approved.
- Missing duplicate subscriptions before cancel or refund.
- Skipping product access scope for support agents.
FAQ
Customer not found but buyer says they paid?
Widen date range, check alternate emails, and verify checkout link. See missing data.
Can support agents see all customers?
Depends on sales access as support agent and product scope.