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Search for Customers, Refund, and Modify Subscriptions

With the order management tools, you can professionally handle all post-purchase customer actions from a single dashboard. The tools give you full control to find transactions, issue refunds, manage subscriptions, add internal notes, or log payment disputes. By managing orders in this dashboard, you can quickly resolve customer issues, maintain accurate records, and ensure a smooth post-purchase experience while minimizing administrative overhead.

Use Cases​

Processing a Refund and Cancellation

You can issue a full refund and cancel a subscription in one step, keeping your billing records clean and your customers satisfied. It’s a quick way to resolve support requests without manual reversals or delays.

Updating a Subscription Plan

You can move a customer to a new pricing tier or loyalty plan instantly, without interrupting their active subscription. This makes it easy to roll out new offers or adjust pricing while maintaining smooth service continuity.

Logging a Chargeback

You can log a chargeback directly into the order record to track disputes alongside the original transaction. This ensures every case is documented, making reconciliation and follow-up straightforward.

Prerequisites​

Before you begin, ensure that you have:

  • An active merchant account.

  • The necessary user permissions to view and edit customer orders and transactions.

Locating a Customer or Transaction​

To manage any order, you must first locate the correct customer or transaction. You can do this using two primary methods:

Search via the Orders​

This is the most direct way to find an order if you have the Order ID or Customer ID.

  1. Go to Orders in the left menu.

  2. Go to Filters and search for the customer.

  3. Search for the Customer ID or Order ID. Then, click Apply Filter.

Search via the Transactions​

This method is useful for finding a specific transaction, especially if you don't have the Order ID.

  1. Click Transactions in your left menu.

  2. Click to Filter in this section to identify your customer.

Accessing Order Management Actions​

Once you locate the correct order or customer, you can access all available management actions from the order history page.

  1. After finding your customer, click on the Customer ID or Order ID in the list. The history order page will open, where you can find the transaction's history, status, notes, etc.

  2. (Optional) Select Add note to add internal notes to the order's history.

  3. Once you find the specific transaction you want to manage, click the three-dot icon (...) next to it.

  4. From the dropdown, click the lightning bolt icon (Actions) to find the available options.

Manage Configurations​

The Actions menu provides three main functions for managing a transaction: Refund, Change Subscription, and Raise Dispute (optional).

Refund a Transaction​

Refunds let you return money to the customer and optionally cancel an active subscription:

  1. Click Refund in the Actions menu.

  2. To refund the full amount, toggle Refund Full Order to the right.

  3. For a partial refund, click the specific product and enter the Amount to refund.

  4. Add any Refund Notes if needed.

  5. (Optional) Click Cancel Subscription to stop future billing for this subscription. You can only see this option if you have an active subscription.

  6. Click Confirm to process the refund.

Once submitted, the transaction is refunded immediately, and any canceled subscriptions are closed automatically.

Change a Subscription​

You can update a customer’s subscription status or pricing without issuing a refund:

  1. Select Change Subscription from the Actions menu.

  2. Choose the Subscription Status. You can set it to Active or Canceled.

  3. To update pricing, change the Current Price to a New Price.

  4. (Optional) Check Set for All Future Subscriptions if the new rate should apply automatically.

  5. Click Confirm to save changes.

These guides help you investigate customer activity, manage billing actions, and understand how transactions and subscriptions are connected across Phoenix: