Managing customers

Everyone who buys from you, signs up in your store or joins your newsletter becomes a customer in Moonbase. The Customers page is where you find them, see everything they own, help them into their account and keep your list tidy.

Finding a customer

Open Customers in the sidebar. All customers lists everyone, and the Search box at the top finds a customer by name or email address. Below it are your customer groups, which have an article of their own: Customer groups and segments.

There's no button for adding a customer by hand. Customers arrive when they buy, sign up or subscribe, when you import them (see Customer migration and Import newsletter subscribers), or when you provision a license for a new name and email address.

A customer belongs to your account only. Someone who buys from two stores that use Moonbase is two separate customers, one in each.

The customer page

Click a customer to open their page. The top shows their lifetime value and how many trials, licenses and purchases they have, and the tabs below hold the rest:

• Overview: their basic details, quick actions, the groups they're in, and details such as their newsletter choices.

• Purchases, Subscriptions, Licenses and Trials: everything they've bought or tried.

• Emails: every email we've sent them, whether it was delivered, bounced or opened. View shows the email with its links hidden, so a sign-in link can't be copied out of it.

• Properties: custom properties you or your integration have stored on them.

• Automations: the automations they're in. Automations is in beta, being switched on account by account, so ask us if you'd like it. See Automations.

You can change a customer's name, email address and phone number under Basic Details, then Save. A new email address counts as unconfirmed until they confirm it. If another customer already has that address, you'll see "Email already exists": merge the two instead (below). Business name and tax ID come from checkout and can't be edited here.

The pill next to their name shows their account: Guest (no account, such as a newsletter contact), Invited (an account without a password yet), Active account, or Email blocked.

Helping a customer into their account

The Quick actions on a customer's page cover the usual requests:

• Provision license gives them a license for one of your products.

• Re-send invitation emails a customer who has an account, but no password yet, a new link to set one. The link works for 30 days.

• Generate password creates a first password for that same kind of customer, for you to send them. It is shown once, so copy it straight away. It can't replace a password they've already chosen: they reset that themselves with Forgot password.

If a customer hasn't confirmed their email address yet, Re-send confirmation appears under it. Nobody, not even you, can see or choose a customer's password, or mark their email address as confirmed for them.

Guests and imported customers

Guests are newsletter contacts and people you imported without an account. They can't sign in, and can't be invited, until they Sign up in your store with the same email address. We then email them a link to prove the address is theirs, and their new account keeps everything already linked to it.

Customers you imported with an account have no password yet, and the import itself emails nothing. The first time one of them tries to sign in or sign up, we email them a link to set their password. To get everyone in at once, email them and ask them to sign in to your store, or to use Forgot password.

Blocked email addresses

When emails to an address hard bounce, keep failing, or get marked as spam, we stop sending to it, so it doesn't harm your sending reputation. The customer shows Email blocked, the reason is under their email address in Basic Details, and nothing reaches them, not even receipts.

If the address works again, or the customer has fixed their inbox, click Remove block. A block from a spam complaint can only be removed by Moonbase support: contact us if the customer asks to receive your emails again.

Merging two customers

When the same person has ended up as two customers, for example after buying with a work and a personal address, merge them into one:

1. Open the customer that should disappear.

2. Under Danger Zone, click Merge.

3. Search for the customer to keep. The Merge preview shows what will move.

4. Click Merge.

Their orders, trials, licenses and devices, subscriptions, emails, group memberships and voucher redemptions all move across. The customer you keep keeps its email address, and any of its empty details are filled in from the other one. Custom properties don't move. A merge can't be undone.

Exporting customers

Click Export customers at the bottom of the groups on the Customers page (Export above the list in a narrower window). Choose a group, or all customers, and optionally a range of dates they were created, then click Export. The export runs in the background, and you can close the window while it does. Click Download for the CSV file once it's ready.

Deleting a customer

When a customer asks you to delete their data, open their page and click Delete under Danger Zone, then type their email address to confirm. This erases their name, email address, phone number, address and custom properties, removes them from every group, stops them signing in, and tells your connected email tools. Their orders, licenses and subscriptions are kept for your records. It can't be undone.

Customers can't delete their own account in your store, so requests like this come to you.

Stopping fake sign-ups

If bots are creating accounts in your store, or helping themselves to your free products, turn on Captcha under Account settings > Storefront > Features. Customers then pass a quick "Verify you are human" check when they sign up and when they check out something free. It usually passes on its own, and paid checkouts never show it. If your app signs customers up through the licensing SDK, leave it off, since an app can't show the check. See Account features.

Frequently asked questions

A customer says their invitation link has expired.
Click Re-send invitation on their page. Opening an expired link also sends them a fresh one by itself.

A customer needs their receipt again.
Open the order from their Purchases tab, and choose Resend receipt under Actions. See Refunds, chargebacks and failed orders.

Why does a customer have no name?
Customers you imported, and newsletter contacts, often come without one. You can add it under Basic Details.

Where can I send my customers for help with their account?
Buying from a store that uses Moonbase explains, for buyers, where their products and licenses are and who to contact about what.