Managing Your Customer's Information

You can modify customer and subscription information within Ordergroove. In this guide we'll go through searching for, modifying, and merging customers.

Search and View an Existing Subscriber Record

Searching for a Subscriber Record:
Before you can edit or update your subscriber information, you first need to be able to find it.

• Navigate to Customers > Search. 
• You can search for a subscriber by Customer ID (referred to as Merchant ID by your e-commerce platform), Name, Email, or Phone Number. 
• Once you locate the subscriber’s account, clicking into it will reveal a new page with their account information.
  
  NOTE: The Ordergroove search system operates best with full search information, such as John Doe or john@example.com. Partial search information — like John or john@ will not return meaningful results. If you have issues with finding the correct subscriber record, please search using another identifier (like phone number), as your subscriber may have input their information incorrectly.

Viewing an Existing Subscriber Record:

After clicking into the subscriber’s account, you will have access to all the information pertinent to their account, including customer ID, payment records, addresses, order history, subscriptions, and account history. 

• The first section on the Subscriber Details page lists the subscriber’s name and activity status, number of months enrolled in the program, the total dollar amount spent since joining as a subscriber, total activity (number of orders), and the amount of time since the customer's last order. 
  
  
  
  
• The next section, Customer Information, includes the subscriber’s Customer ID (the Merchant ID created by your e-commerce platform, passed to Ordergroove during subscription creation), email address, number of shipping records on file, and number of payment records. 
  
  
  
  
• The Recent Activity section, found under the Programs section of the Customer Service Tool, allows you to view recent changes to the account and the authors of those changes. To see all recent activity, click View All. 
  
  
  
  

Edit Subscriber Information

The longer that a subscriber stays in your system, the more likely it is that their information — whether personal, shipping, or payment information — will change. To stay on top of these changes and keep your subscriber record up-to-date, use the following steps.

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Click the Manage link opposite the Customer (Subscriber) Information section heading.
• A sidebar will open, providing the option to edit the subscriber’s Personal, Shipping, or Payment information.
• Click Edit in the information category you wish to alter, make the desired changes, and click the Save button to finalize the changes
  
  
  
  

Edit Customer Shipping Information

If you host your customers’ shipping information, all edits should be completed on your end. If Ordergroove hosts your customers’ shipping information, follow the steps below to edit existing address records.

Editing an Existing Address Record: 

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Click Manage in the Customer Information section. In the panel that appears, scroll down to the Shipping section, and select Edit next to the shipping information category that requires an update.
• The section under the selected shipping address will expand, allowing you to edit the record’s information. After making the desired changes, click the Save button.
  
  
  
  Note: If the selected address changes are to be applied across all the customer’s subscriptions, tick the Use For All checkbox and then click the Save button.  
  

Creating a New Shipping Address:

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Click Manage in the Customer Information section. In the panel that appears, scroll down to the Shipping section, and click the New+ button.
• The section will expand to add new shipping information. Fill in the fields that appear and click the Save button.
  
  
  
  Note: If the new address is to be applied across all the customer’s subscriptions, tick the Use For All checkbox and then click the Save button.  

Deleting an Existing Shipping Record:

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Click Manage in the Customer Information section. In the panel that appears, scroll down to the Shipping section, and select Edit next to the shipping information category that requires an update.
• Click Delete Address at the bottom of the selected address record. A modal will appear asking you to confirm. Once confirmed, the record will no longer appear in the account. 
  
  

Edit an Existing Payment Record

If you (the client) host your shipping and/or payment information, you will not be able to commit changes to this data in Ordergroove. An edit form will still be visible for these sections, but an attempt to save changes will prompt an error message and leave the selected record unaltered.
If you — the client — are hosting payment, you will need to update the customer's default payment via the Payment Update API. The API should be implemented during your integration and is included in our Cartridge and Apps. The API will fire when a customer updates their default payment credentials.

For existing payments records, you can update the expiration month, expiration year, and personal information, such as billing address and phone number. 

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Select Manage in the Customer Information section. In the panel that appears, scroll down to the Payment section and select Edit next to the payment record you wish to update:
• The Payment section will expand to allow you to edit the record’s payment information. After making the desired changes, click the Save button.
  
  
  
  Note: This method only saves changes for subscriptions associated with the edited payment method. If the selected payment method is to be used for all the customer’s subscriptions, tick the Use For All checkbox and then click the Save button. 
  
  

Create a New Payment Record

The Payment form contains fields for a token, card number, cardholder name, type, expiration date, and billing address. You will not be utilizing all the fields in this form. For most Ordergroove integrations, including those with Shopify+ and newer versions of Ordergroove’s Salesforce Commerce Cloud cartridge, Ordergroove stores a payment token, card type, and expiration date. The token is retrieved from your payment processor included in Purchase POST requests sent to Ordergroove when a customer completes checkout on your website.

In the scenario in which a customer has not yet checked out on your site and Ordergroove doesn’t have an existing payment object to select from, you can only create a payment in Ordergroove if you can provide an existing token. Entering a full credit card number will not be compatible with your payment processor, as Ordergroove will mask the card number and only store the last four digits.

Saving a customer’s payment will not update your payment processor's records. In most cases, you will need to first create a token with your payment processor and enter that token into the Ordergroove form.

Based on your specific integration, the actual token details may vary. For example, some merchants using Shopify+ and Authorize.net leverage a concatenation of the Customer Profile ID and Payment Profile ID, and some older Ordergroove integrations use the customer ID instead of a payment token.

Please contact Ordergroove if you need confirmation on the specific values to use or to have this form disabled for your customer service users.

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Select Manage in the Customer Information section. In the panel that appears, scroll down to the Payment section and select New+ opposite the Payment section header.
• The section will expand to allow you to add the new credit card information. Fill in the fields that appear and click the Save button.
  
  
  
  Note: If the newly-updated payment information is to be used as payment for all the customer’s subscriptions, tick the Use For All checkbox and then click the Save button.
  
  

Delete an Existing Payment Record

Some customers may request that a payment record be deleted from their account. The following steps detail how to do so.

• Navigate to Customers > Search and search for a subscriber based on their Customer ID, Name, Email, or Phone Number. Clicking into the subscriber record will reveal a new page with their account information.
• Select Manage in the Customer Information section. In the panel that appears, scroll down to the Payment section and select Delete Payment at the bottom of the selected payment record. A modal will appear asking you to confirm.
• Once confirmed, the payment record will no longer appear in the account. 
  
  Note: This procedure will prevent the payment record from displaying in a customer account but will not completely remove it from the system. A different procedure must be followed if a subscriber wishes to be “forgotten” per GDPR or CCPA. Please click here to learn how to remove a subscriber from Ordergroove’s system according to the standards set by GDPR and CCPA. 
  
  

Add a New Subscriber

While Relationship Commerce® Control Center does offer the ability to create new subscribers using Ordergroove’s platform, we recommend using your e-commerce platform’s account creation and checkout flow to ensure that all the information required by your integration is established and available to your system. 

• If you are not able or choose not to use your e-commerce platform’s native account creation feature directly, you can access our Relationship Commerce® Control Center’s Customer Service Tool by navigating to Customers > Search.
• Navigate to Customers > Search and click the New Subscriber button.
• Fill in the required fields and click the Create Subscriber button. Successful creation of a Subscriber record will display the Subscriber Details page. 
  
  
  
  Note: More information will be needed to set up the account properly, including adding a shipping address, payment record, and subscription. Please see the associated Customer Service Guide for instructions on updating each of these fields.
  
  

Merge Customer Accounts

Customers accidentally create separate accounts when they go through checkout with a different email address or different spelling of their name. You can merge these duplicate accounts together in Ordergroove.

1. Log in to Ordergroove
2. You will need the Customer ID of the two accounts you want to merge together. Go to Data > Customers and search for the two customers. Write down each of their Customer IDs.
3. With the two IDs in hand, go to Data > Customer Merge.
4. Add the Customer IDs to the two fields: Customer to Keep and Customer to Merge. 
5. Click Review on the bottom right, and double-check everything looks right.
6. If everything look good, click Merge Customers.