Customer Service Portal

The Customer Service Portal allows provider teams to manage orders and handle customer support for connected merchant accounts.

How to Search for Orders

1. Click Search Orders in the top navigation bar
2. Select an account from the dropdown, or leave it empty — it reads “All accounts” — to search every account you have access to (use the x to clear an existing selection). Orders from past-due accounts are excluded from the all-accounts view
3. Enter search criteria:
   • Customer email or phone
   • Customer name
   • Card first 6 or last 4 digits
   • Transaction amount
4. Set the date range
5. Click Search Orders

Click any order row (or its View button) to open the full order detail page.

How to Create an Order

Prerequisites

• Provider must be Active
• Account must not be past due
• You must have create permission

Steps

1. Click the Create Order button in the top navigation bar (it only appears if you have the create permission)
2. Select Account - Choose the merchant account
3. Select Campaign - Pick an active campaign
4. Add Customer - Search for existing customer or enter new customer details
5. Enter Address - Add shipping address (and billing if different)
6. Select Products - Choose offers and upsells, set quantities
7. Select Affiliate (optional) - Attribute the order if applicable
8. Enter Payment - Select saved payment method or enter new card details
9. Click Process Payment

If Payment Declines

• The decline reason is displayed
• You can retry with a different payment method
• The order is saved with DECLINED status

How to Add Notes to an Order

1. Open the order detail page (click the order in the search results)
2. Scroll to the Notes section
3. Click Add Note to open the Add Order Note dialog
4. Type the note (at least 3 characters)
5. Click Save Note

Notes are visible to all team members with access to the order.

How to Manage Your Team

1. Open the profile menu (your avatar, top right) and choose Team Members. The item only appears for Provider Owners and Provider Admins
2. To invite someone: Click Add User, then in the Invite Team Member dialog enter their email and pick a role (Provider Admin, Customer Support Level 1, or Customer Support Level 2)
3. To remove someone: Open the … menu at the end of their row and choose Remove

Permissions

Your access comes from two places: the merchant grants extra capabilities (outbound sales, webhooks, campaigns, coupons) on their Providers page, while order search and order creation depend on your active support connection and the role your own provider team gave you.

Granted by the merchant

• Outbound Sales Provider - the master switch. It also unlocks the CS Reports screen for provider owners and admins
• Custom AffID - the affiliate ID stamped onto orders you create for that merchant
• Can Set Webhooks - create and manage webhooks for the merchant’s account
• Manage Campaigns (merchant toggle “Can Create Campaigns”) - create, edit and delete campaigns on the merchant’s account, including their offers, upsells, affiliates, auto-responders and gateway/orchestrator assignment
• Can Create Coupons - create variable pricing coupons for the merchant’s accounts

The other four settings only work while Outbound Sales Provider is on - turning it off clears the Custom AffID and revokes the webhook, campaign and coupon permissions. Turning it off revokes them and disables the webhooks, campaigns and coupons your team created.

Granted by your own provider team

• Order search and viewing are not a separate permission: every member of your provider team can search and view orders for any merchant account whose support connection is active
• Create Orders is controlled by your own provider team, not the merchant: it requires the create permission, held by Provider Owner, Provider Admin and Customer Support Level 2 (Customer Support Level 1 does not have it)
• Team Members requires the manage:users permission, held by Provider Owners and Provider Admins
• The Dashboard nav item requires the manage:accounts permission. Order Search and Profile need nothing extra

For the merchant-granted capabilities, contact the merchant account owner. For your role inside the provider team, contact your provider team owner or admin.

Troubleshooting

Can’t Access Portal

• Check your provider status is Active
• Verify your email address is confirmed - provider team owners are redirected to the verification screen until they confirm
• Confirm you are still a member of the provider team

Can’t Create Orders

• Check the account is not past due
• Verify you have create permission
• Ensure the campaign has a valid gateway

Order Search Returns No Results

• Verify the date range is correct
• Check the account selection - leaving it empty searches every account you can access, and past-due accounts are excluded
• Confirm search criteria are accurate