Manage customer accounts in CommentSold by viewing customer details, updating account settings, managing carts and waitlists, applying customer-specific benefits, and taking actions such as blocking or removing customers.
The Customers page in CommentSold provides tools to manage individual customer accounts, review customer activity, and take account-specific actions. You can also open a customer's record to manage their orders, shopping cart, waitlist, tags, and other settings.
Use the table of contents below to navigate to specific sections of this article:
- Manage Customer Accounts and Settings
- Manage a Customer Record
- How can a Customer Remove a Card From Their Account
- FAQs
Manage Customer Accounts and Settings
CommentSold makes specific actions available on your Customers page, allowing you to manage customers quickly.
- Select Customers in the side menu of your CommentSold dashboard.
- Locate the customer for whom you wish to take action.
- Select the three-dot icon to the right of their name.
- Choose your desired action from the drop-down.
- Customer Details. Jump to the customer record to view a summary of customer details, order history, waitlist, and expired carts, and to access customer-specific settings. Learn more about a customer record below.
- Facebook Profile. Jump to the customer's Facebook Profile. Profiles open in a new tab.
- Add Discount Credit. Add store credit to a customer account. Learn more about customer account credit balances here.
- Subtract Discount Credit. Subtract store credit from a customer account. You can specify whether the amount you're subtracting is taxable or non-taxable. Learn more about customer account credit balances here.
- Add Coupon. Jumps to the coupon creation page where you can create a coupon that only the specific customer can redeem.
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Disable Tax. Quickly disable further sales tax charges for the specific customer.
- Once enabled, this option becomes Enable Tax, which will allow you to resume charging sales tax to the customer.
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Enable Comment Charge. Enable Comment Charge for the customer to allow CommentSold to automatically charge the payment method on file for the customer when they comment to claim a product. You should only activate this setting with the explicit permission of the customer.
- Once enabled, this option becomes Disable Comment Charge, which will allow you to disable automatic charges.
- Combine Account. Easily combine multiple customer accounts into one. This setting is handy if a customer registered with more than one social profile or email. Learn more about merging duplicate accounts here.
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Block Customer. Quickly block a specific customer from shopping with you via live sales, mobile app, webstore, etc. Learn more about blocking a customer here.
- Once enabled, this option becomes Unblock Customer, which will allow you to unblock the customer so they can resume shopping with your business.
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Ignore Sold Comments. Prevent a customer from carting products using "SOLD" comments by telling CommentSold to ignore these comments. Learn more about ignoring SOLD comments here.
- Once enabled, this option becomes Unignore Sold Comments, which will allow CommentSold to resume reading the customer's SOLD comments and carting the corresponding products.
- Remove Customer. Permanently delete a customer account. Deleting will erase all account and order history for the customer. You should only delete a customer at their request. Learn more about deleting a customer here.
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Enable Free Shipping. Offer free shipping to a specific customer regardless of their order amount.
- Once enabled, this option becomes Disable Free Shipping, which will allow you to remove free shipping for the customer.
- Opt Out of Marketing Emails. Quickly remove the customer from any marketing emails generated through CommentSold (e.g., abandoned cart, winback inactive customers, etc.). Only a customer can opt-in for marketing emails again.
Below is a description of the icons you'll see near a customer's profile photo and name on your Customers tab. These icons give you a quick overview of a customer's status with your shop.
The first icon you'll see is just to the left of a customer's profile photo and name.
- Green icon. The customer has fully registered and confirmed their account. They're ready to shop!
- Red icon. The customer will need to visit their account page and complete the registration process. They'll need to enter any missing information and confirm their account with Facebook. Learn more about the confirmation process here.
The remaining icons appear to the right of a customer's name. Customers may display one or more icons.
| Icon | Icon Meaning |
| The camera icon indicates a customer is registered to shop with your business on Instagram. | |
| The blue circle icon indicates that the customer has opted into Facebook Messenger messages from your shop. | |
| The telephone icon indicates that a customer has given your shop permission to contact them with SMS messages. | |
| The speech bubble with a dollar sign icon indicates that a customer enabled Comment Charge on their account page. |
Manage a Customer Record
You can access additional customer-specific actions on a customer's record. These actions include customer-specific settings and actions you can take regarding a customer's orders, waitlist products, and more.
- Select Customers in the side menu of your CommentSold dashboard.
- Locate the customer for whom you wish to take action.
- Select the three-dot icon to the right of their name.
- Select Customer Details from the options listed in the drop-down.
Alternatively, you can select the customer's Name to access their record. Expand the below drop-down to view more information on the various sections of a customer record and the actions you can take therein.
At the top of the customer record, you can view a summary of customer information such as the date they registered with your business, their marketing email opt-in status, their total lifetime spend, their total products purchased, and their return rate.
- Add Discount Credit. Add store credit to the customer account. Learn more about customer account credit balances here.
- Subtract Discount Credit. Subtract store credit from a customer account. You can specify whether the amount you're subtracting is taxable or non-taxable. Learn more about customer account credit balances here.
- Set Password. Reset the password a customer uses to log into their account.
- Create Label. Create a shipping label for the customer with pre-populated shipping details.
- Add Note. You can find the Add Note link in the top-right corner of the page. This allows you to add notes to the customer record that will display at the top of the record. Once added, select Edit Notes to make changes.
- Tags. Add customer tags on the right side of the page. Select Update to save tags.
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Enable Free Shipping. Offer free shipping to a specific customer regardless of their order amount.
- Once enabled, this option becomes Disable Free Shipping, which will allow you to remove free shipping for the customer.
- Enable Forced First Paid First Serve Mode. Prevent inventory hoarding by this customer using this setting. If enabled, CommentSold will not reserve carted products for the customer. They will need to check out to ensure they receive the products, but inventory isn't guaranteed if the product sells out before then. Learn more about this setting here.
- Referral Code: View Orders. If you have an active referral program, you can view a list of orders generated using the customer's referral code.
- Referral Code: Change Code. Create a more custom referral code for a customer. This is a great option if you have particular customers who are brand advocates on social. Learn more about custom referral codes here.
A customer's Shopping Cart section displays products the shopper has in their active shopping cart. From here, you can take several actions.
- Extend Expire Hours. Extend the amount of time a customer has to check out with that specific cart before the products expire.
- Clear Cart. Clear the contents of a customer's cart. This action is great for those customers who tend to hoard products without completing their purchase. By clearing the cart, you make those products available to other shoppers who are waiting to purchase the product.
- Add Coupon Code. Jumps to the coupon creation page where you can create a coupon that only the specific customer can redeem.
- Add Product to Cart. Manually add a product to a customer's cart. Learn more about this action here.
- Confirm & Create this order. Manually generate an order for a customer. We recommend this action only if you have received confirmation from the customer and have received payment for the order. Learn more about this action here.
A customer's Waitlist section displays current waitlist products for the customer. From here, you can take two actions.
- Remove All Items From Waitlist. Clear all products from a customer's waitlist. Learn more about this action here.
- Remove Specific Item From Waitlist. Select the three-dot icon on the far right of a product row to clear the specific product from the customer's waitlist. Learn more about this action here.
How can a Customer Remove a Card From Their Account
You can remove a saved card from your favourite shop’s account when you no longer want to use it for purchases. If the card is linked to active subscriptions or preauthorized waitlist items, you must move those items to another card before removing it.
- Go to your checkout page.
- Select the three dots in the right corner of the card you wish to remove.
- Select the red Bin icon. You can now see the Subscriptions and Preauthorized waitlist items linked to the card.
- Subscriptions: Expand and select Manage to view, pause or cancel the subscription.
- Preauthorized waitlist items: Expand to view the items.
- Select Move everything to another card.
- Select a card or add a new card you wish to move the Subscriptions and Preauthorized waitlist items to.
- Once done, select Move & remove card.
- Navigate to Manage Payments from My Account.
- You can now see all the added cards, as well as the Subscriptions and Preauthorized waitlist items linked to each card.
- Subscriptions: Expand and select Manage to view, pause or cancel the subscription.
- Preauthorized waitlist items: Expand to view the items.
- Tap Remove on the card you wish to remove.
- Select Move everything to another card.
- Select a card or add a new card you wish to move the Subscriptions and Preauthorized waitlist items to.
- Once done, select Move & remove card.
The card is removed from your account once all linked subscriptions and preauthorized waitlist items have been moved to another card.
FAQs
How do I access a customer's account?
Go to Customers in the CommentSold dashboard, locate the customer, select the three-dot icon next to their name, and select Customer Details. You can also select the customer's name to open their record.
What can I do from the Customers page?
From the customer's three-dot menu, you can view customer details, add or subtract discount credit, create a customer-specific coupon, manage tax and Comment Charge settings, combine accounts, block or unblock customers, ignore SOLD comments, remove customers, enable free shipping, and opt customers out of marketing emails.
What information can I see on a customer record?
A customer record includes information such as the customer's registration date, marketing email opt-in status, lifetime spend, total products purchased, and return rate. You can also manage their orders, shopping cart, waitlist, tags, notes, and account settings.
How do I give a customer store credit?
From the Customers page, select the customer's three-dot menu and choose Add Discount Credit. You can also add credit directly from the customer's record.
Can I remove store credit from a customer's account?
Yes. Select Subtract Discount Credit from the customer's three-dot menu or customer record. You can specify whether the amount being subtracted is taxable or non-taxable.
How do I create a coupon for a specific customer?
From the customer's three-dot menu or their customer record, select Add Coupon or Add Coupon Code. This takes you to the coupon creation page, where you can create a coupon that only that customer can redeem.
How do I block a customer from shopping?
From the Customers page, select the customer's three-dot menu and choose Block Customer. Once blocked, the option changes to Unblock Customer, allowing you to restore their ability to shop.
Can I prevent a customer from using "SOLD" comments to claim products?
Yes. Select Ignore Sold Comments from the customer's three-dot menu. This prevents CommentSold from reading that customer's SOLD comments and carting the corresponding products. You can select Unignore Sold Comments to restore the behavior.
Can I delete a customer's account?
Yes. Select Remove Customer from the customer's three-dot menu. Removing a customer permanently deletes their account and order history. The article recommends doing this only at the customer's request.
How do I enable free shipping for a specific customer?
Select Enable Free Shipping from the customer's three-dot menu or customer record. The customer will receive free shipping regardless of their order amount. Once enabled, you can select Disable Free Shipping to remove the benefit.
How do I enable Comment Charge for a customer?
Select Enable Comment Charge from the customer's three-dot menu. This allows CommentSold to automatically charge the customer's payment method when they comment to claim a product. Only enable this setting with the customer's explicit permission.
How do I combine duplicate customer accounts?
From the customer's three-dot menu, select Combine Account. This is useful when a customer has registered using multiple social profiles or email addresses.
What do the customer status icons mean?
The green icon indicates that the customer has fully registered and confirmed their account. The red icon indicates that the customer still needs to complete registration and account confirmation.
Other icons indicate whether the customer is registered through Instagram, has opted into Facebook Messenger or SMS messages, or has enabled Comment Charge.
How do I manage a customer's shopping cart?
Open the customer's record and locate the Shopping Cart section. You can extend the cart expiration, clear the cart, add a customer-specific coupon, manually add a product, or manually create an order.
Can I extend a customer's cart expiration?
Yes. In the customer's Shopping Cart section, select Extend Expire Hours to give the customer additional time to check out before their cart expires.
How do I clear a customer's cart?
Open the customer's record and select Clear Cart in the Shopping Cart section. This removes the products from the customer's cart and makes them available to other shoppers.
Can I manually add a product to a customer's cart?
Yes. From the customer's Shopping Cart section, select Add Product to Cart and manually add the desired product.
Can I create an order manually for a customer?
Yes. Select Confirm & Create this order from the customer's Shopping Cart section. The article recommends doing this only after receiving confirmation from the customer and payment for the order.
How do I manage a customer's waitlist?
Open the customer's record and locate the Waitlist section. You can remove all waitlist items or remove an individual item using the three-dot menu on the product row.
Can a customer remove a saved payment card?
Yes. Customers can remove a saved card from their account, but any subscriptions or preauthorized waitlist items linked to that card must first be moved to another card.
How does a customer remove a saved card from the webstore?
From the checkout page, the customer can select the three dots on the card, select the red Bin icon, and review any subscriptions or preauthorized waitlist items linked to it. They must select Move everything to another card, choose or add another card, and then select Move & remove card.
How does a customer remove a saved card from the mobile app?
From My Account, the customer can select Manage Payments, choose Remove on the card, and move any linked subscriptions or preauthorized waitlist items to another card. Once everything has been moved, they can select Move & remove card.
What happens if a saved card has active subscriptions or preauthorized waitlist items?
The card cannot be removed until all linked subscriptions and preauthorized waitlist items are moved to another card. This ensures those items remain associated with an active payment method.