Customer one-off purchase

Find a one-off purchase product

1. View a customer account
2. Select Products
3. Locate a one-off purchase product using search and filters

• Search for a product name
• Time period when the product was added to the customers account
• Product type either subscription, pay per view or access pass
• Status either active, inactive or expired
• Discounted products show products with a discount

View one-off purchase product

1. View a customer account
2. Select Products. You may see one-off purchases of type: pay per view, access pass and/or publication.
3. Optionally, you can filter products using the product type filter
4. Select View to see more product details

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Good to know

A customer's pay per view and access pass purchases share the same product history and account.

View one-off purchase account history

1. View a customer account
2. Select Products
3. Choose a one-off purchase product. The one-off purchase account history will be displayed.

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One-off purchase account

The one-off purchase account is a shared account incorporating all customer purchases. These purchases could be included pay per view, access passes and/or publications.

A one-off purchase account history can contain:

• Credits
• Charges
• Payments
• Refunds
• Initial charges

Fully or Partially refund a credit/debit card payment

To refund a customer payment

1. In the Customer account area select Products
2. Locate the customer’s one-off purchase
3. Select Refund next to the payment line item
4. The Refund panel will be displayed
5. The transaction ID will be pre-poulated, along with the date and time of the payment
6. Enter the refund amount. The amount cannot exceed the remaining amount - that could be either the full amount, or the remaing amount (if a partial refund has already taken place)
7. Select the Refund reason from the available options
8. Select Confirm
9. You will be asked to check and confirm the refund value. Select Confirm
10. The subscription account and payment line item will be updated to reflect the refund

Add a manual credit

You may need to credit a customer’s one-off purchase account. This may be a goodwill gesture for a poor experience or service issue.

1. In the Customer account area select Products
2. Locate the customer’s one-off purchase
3. Select Edit
4. Within the Account Balance area, select Add credit

Item to add

• Variable – this allows you to specify a credit amount up to a threshold. The minimum and maximum value is set by your onboarding team.
• Fixed – this credits a fixed amount. This fixed amount is specified by your onboarding team.

If no standard account items are available, you will see ‘You are not able to add a credit as no standard account items are available.’. Standard Account Items are created as part of onboarding. If these are not available, please contact our Support team.

Item amount

• If a variable item is selected, you can enter a value between a minimum and maximum value.
• If a static item is selected, the fixed amount is displayed for you. You cannot change this value.

5. Select Confirm
6. You will be asked to confirm the credit amount.
7. The one-off purchase account balance will be updated to reflect the credit.

Add a manual charge

You may need to add an additional charge a customer’s one-off purchase account. This may be to correct any payment errors or manage customer debt.

1. In the Customer account area select Products
2. Locate the customer’s one-off purchase
3. Select Edit
4. Within the Account Balance area, select Add charge

Item to add

• Variable – this allows you to specify a charge amount up to a threshold. The minimum and maximum value is set by your onboarding team.
• Static– this credits a fixed amount. This fixed amount is specified by your onboarding team.

If no standard account items are available, you will see ‘You are not able to add a charge as no standard account items are available.’. Standard Account Items are created as part of onboarding. If these are not available, please content our Support team.

Item amount

• If a variable item is selected, you can enter a value between a minimum and maximum value.
• If a static item is selected, the fixed amount is displayed for you. You cannot change this value.

5. Select Confirm
6. You will be asked to confirm the charge amount.
7. The one-off purchase account balance will be updated to reflect the charge.

Add a credit/debit card payment

You may need to add an additional payment to a customer’s one-off purchase account. This may be to pay an outstanding debt. A payment can currently be made using a credit/debit card.

1. In the Customer account area select Products
2. Locate the customer’s one-off purchase
3. Select Edit
4. Within the Account Balance area, select Add payment
5. Select a payment method from the stored payment options. If a payment method does not exist, you can another by selecting ‘+ Add payment method’
6. Enter a value of the payment. This is up to the maximum value specified in the system configuration.
7. Select Confirm
8. You will be asked to check and confirm the payment value and method. Select Confirm

The one-off purchase account and balance will be updated to reflect the payment