Here's a comprehensive guide addressing common queries about managing customer accounts, payments, and communication within the Ooooby platform.
User Disabled Instant Login
Q: What does "User disabled instant login" mean in activity notes?
A: This status means a customer has opted to disable the feature that allows for instant login URLs to be generated for their account. It's a security measure provided to customers for enhanced account protection.
Delay in Customer Payment
Q: Why has there been one billing cycle delay on a customer payment?
A: If a customer cancels their subscription after a delivery but before the scheduled payment, the system cancels the pending payment. The outstanding balance is then collected in the next billing cycle, as per the cancellation email's notification.
Finding Inactive Customers with Outstanding Balance
Q: How can you find inactive customers with an outstanding balance?
A: Navigate to Admin Dashboard -> Finance -> Overdue Accounts. Use Advanced Person Search without enabling the Active Filter to list all customers, then download and sort the CSV by 'Is Active' and 'Cash Balance' to identify inactive customers with a negative balance.
Bulk Changing Debt Limits
Q: Can I bulk change all my customer's debt limits?
A: Yes. Adjust the default debt limit under Site Admin -> Hub Details -> Default Debt Limit and save your changes. This will update the debt limit for all customers.
Customer Card Declines
Q: Why are some of my customers experiencing card declines?
A: Card declines can occur for various reasons, including incorrect card details, expired cards, or bank-imposed limits. Refer to the specific article on this topic for more detailed information.
Adding New Customer Card Details
Q: Why is a customer charged 10p when adding a new card to their account?
A: In order for Ooooby to enable recurring card payments, a 10p transaction has to take place when a customer first adds enters their new card details. Future payments are then taken against that transaction. The 10p transaction is automatically refunded to the customer.
Finding Customers in Credit
Q: How can I find all customers that are in credit?
A: Use Advanced Person Search and download the customer list as a CSV. Sort by 'Cash Balance' in the spreadsheet to identify customers with a positive balance.
Sending Emails to Customers
Q: How do I send emails to customers in the Ooooby system?
A: Refer to the detailed article on using the Send Customer Email tool for step-by-step instructions on emailing customers directly from Ooooby.
Email Privacy
Q: When emails are sent to multiple customers, are the email addresses BCC'ed?
A: Yes. When sending group emails via Ooooby, customer email addresses are hidden (BCC'ed) to ensure privacy.
Viewing Automated Customer Emails
Q: What do the automated customer emails look like?
A: A specific article is available that showcases the default automated customer emails for reference.
Adding Customers from the Backend
Q: How do I add a customer from the back-end of the system?
A: Detailed instructions for adding customers through the admin dashboard can be found in a separate article dedicated to this process.
Activity Notes and Reminders
Q: Where do reminders added in 'activity notes' on customer accounts end up?
A: Reminders and notes appear under Crew Dashboard > Customers > Incomplete Activity Notes. You'll be alerted to these notes within the dashboard.
Subscription Cancellation with Outstanding Balance
Q: Can customers cancel their subscriptions if there's an outstanding balance?
A: Yes. Customers can cancel subscriptions any
time, even with an outstanding balance. They will remain in the billing cycle until the balance is cleared.
This FAQ aims to clarify common questions regarding customer account management, billing, and communication within Ooooby, helping you manage your hub more efficiently and maintain positive customer relations.