This Article Contains The Following Questions:
- Does Ordergroove perform address validation (AVS) on addresses in the customer service dashboard?
- Why can’t our customer service team use the Customer Service Dashboard to create new subscriptions, add new payment methods, etc?
- What do I do if a customer returns their order?
- Can customers use gift cards to pay for their subscription orders?
- Can a customer pause a subscription?
- Are changes made to a customer’s account synced to Ordergroove?
- Are changes made to the email address on a customer’s account synced to Ordergroove?
- Are changes made to the name on a customer account synced to Ordergroove?
- When creating a subscription in the customer service tool, are products searchable by name?
- Does Ordergroove have Single Sign-On (SSO) for the Ordergroove Admin?
- What should I do for a customer who wants to start a subscription without an email address or account?
Q: Does Ordergroove perform address validation (AVS) on addresses in the customer service dashboard?
Currently, Ordergroove does not perform AVS.
Q: Why can’t our customer service team use the Customer Service Dashboard to create new subscriptions, add new payment methods, etc?
Likely the user either does not have an Ordergroove account, or CSA permissions have not been activated as a “Global Setting” in the Ordergroove Merchant Settings. This CSA setting can be circumvented, but the individual user will need to give access on a case-by-case basis.
Additionally, if Ordergroove is not hosting your payment, credit card information cannot be entered within Ordergroove for tokenization; instead, you must perform this action with your eCommerce platform, typically using a “login on behalf of” tool. If a customer already has a tokenized payment instrument, you may be able to enter the token ID within Ordergroove to create a subscription on behalf of the customer.
Q: What do I do if a customer returns their order?
This is a customer support issue downstream of Ordergroove. If a customer returns an order it should be handled in the same manner you would process a return for a non-subscription order.
Q: Can customers use gift cards to pay for their subscription orders?
Gift cards are a valid form of payment for subscription orders; however, your system should require an additional valid payment method on file, in the event that the gift card depletes or lacks the balance to cover the subscription cost.
Q: Can a customer pause a subscription?
A “paused” subscription is still considered “live” or “active” in the Ordergroove system, with its order date shifted to the next user-specified scheduled order date.
Q: Are changes to the default card on a customer’s account synced to Ordergroove?
Default credit card changes can be synced to Ordergroove by sending a POST request to the Update Payment Default endpoint.
Q: Are changes to the email address on a customer’s account synced to Ordergroove?
Customer email address changes can be synced to Ordergroove by sending a POST request to the Customers API endpoint.
Q: Are name changes on a customer account synced to Ordergroove?
Currently, our API does not support customer name updates.
Q: When creating a subscription in the customer service tool, are products searchable by name?
Our dashboard currently only supports search by product ID and SKU.
Q: Does Ordergroove have Single Sign-On (SSO) for the Ordergroove Admin?
Ordergroove currently only provides SSO for merchants that are using Shopify. Customer Service agents must have separate Ordergroove accounts created for them, either through a support request to Ordergroove or by your designated account management administrator.
Q: What should I do for a customer who wants to start a subscription without an email address or account?
A contingency of this kind would need to be addressed through your Customer Service team since our service requires an email address and website account for each customer to maintain subscriptions and handle recurring payments. Your representative could set up a new account on behalf of this customer, using a dummy email address that forwards to an email account accessible by your Customer Service team.