Look after customers in the staff console

The Customers page of the staff console, /staff/customers, lists every account on your storefront, and each customer's page gathers their services, invoices, tickets, notes and history in one place. From there your team corrects an account, adds credit, helps the customer sign in, and opens a support session to see your storefront as the customer sees it.

Any member can open the list and a customer's page. What else each task needs:

A step-up is a fresh password or authenticator code, which lasts 10 minutes; Sign in to the staff console explains it.

1. Open /staff/customers.
2. Search by email, first or last name, username, company or customer ID. A * matches anything, so j*@example.com finds every address at that domain that starts with j.
3. Narrow the list by status (active, suspended, banned or closed), to accounts that never verified their email, to sign-ups from the last 7 days, to paying or free customers, or to one of your tags.

Paying customers come first: those with at least one service that is not on your free tier. The counts above the list always cover the whole directory, so a search or a filter narrows only the list.

The customer's page shows the account's status and the reason given for it, whether the email is verified, the credit balance, currency and country, when they last signed in, their sign-up IP address and social sign-ins, and your tags. It adds what they have paid and had refunded over the account's life, their first order, open payment disputes, and whether the account belongs to someone on your team. Below come their services, invoices, latest tickets and your team's notes.

More loads when you open it:

• The timeline: what your team did to the account and its services, sign-ins and support sessions, invoices raised and paid, credit and refunds, and tickets opened and closed, newest first.
• The emails your brand sent the customer, with whether each one was sent.
• Saved payment methods, as the customer sees them: a label, the card brand, the last four digits and the expiry.
• Sessions, credit history, and other accounts that share the sign-up IP address, the sign-up browser, the phone number or a recent session address. A shared address is a signal to weigh, since a household shares one too.

• Correct the email, name, company or phone. A new email address is unverified until the customer confirms it: we send a verification link to the new address, and tell the old one about the change.
• Resend the verification email, or, as an admin, mark the email verified when the customer proved it another way.
• Tag the account for your team. An account takes up to 12 tags of up to 30 letters, digits, spaces, - and _, and the directory filters by them.
• Add a note for your team, up to 8,000 characters.

1. On the customer's page, enter an amount and a description. A negative amount takes credit away.
2. Confirm it is you if the console asks.

The description appears in the customer's credit history, and the customer gets an email when you add credit. The balance cannot go below zero. Each member may change credit 30 times an hour.

• Reset their password: set a new one of at least 8 characters, with a lowercase letter, an uppercase letter, a digit and a special character. It ends every session the customer has, and we email them that your team changed it.
• As an admin, reset their two-factor authentication when they lost their phone. It removes the second factor and ends their sessions; they sign in with the password and, if your brand requires it, set it up again.
• End one of their sessions, or all of them. Each session shows its kind: a sign-in, an app they authorised, a support session or a team member's own account.

A support session signs you in to your storefront as the customer, for 30 minutes, and cannot be extended. It opens only on an active account, and each member may open 20 an hour. Choose how far it may go:

• Read only: look without changing anything. Tier 3 support can open one without a step-up.
• Servers: also change the customer's servers and snapshots. It needs an admin and a step-up.
• Full: do anything the customer could, except change their password, email, sign-in methods or sessions, or close the account. It needs an admin, a step-up and a reason of a few words, which goes on the record.

Everything a session that can make changes does is recorded against you in the audit log, and the customer's own session list shows the support session.

• As an admin, change the account's status to suspended or banned, with a reason, or back to active. Leaving active ends every session the customer has, cancels invitations they hold to share other customers' servers, and disconnects their open server consoles.
• As an admin, close the account for good. Closing anonymises it and cannot be undone. It needs a reason of 3–500 characters, and it is refused while the customer has active services or unpaid invoices.
• To act on many accounts at once, select up to 100 in the list and choose an action. Suspending their orders, or lifting that suspension, is Tier 3 work. Terminating their orders, banning the accounts, or suspending with a deletion date 1–90 days out needs an admin and a step-up. A ban also terminates everything the account runs.

Every bulk action but lifting a suspension opens one high-priority ticket per customer with a notice for them, keeps your reason as an internal note, and assigns the ticket to you. Turn that off if you will contact them another way.

• A billing member can download the list as CSV, filtered as it is on screen, up to 20,000 customers.
• For a privacy request, an admin can download everything held about one customer as a JSON file. It includes your team's notes and the internal notes on their tickets, so review it before you send it. Passwords, session tokens, two-factor secrets, payment tokens and the files on their servers are not in it.

Exports count towards a limit of 12 an hour for each member.

Tier 3 support can create an account for someone who ordered by phone or email: enter the email and, if you like, a name, company, phone and currency. We email the customer a link to choose a password, so nobody on your team knows it. The account counts towards your organization's customer limit.

The customer's account shows your change at once, and every change is in the audit log with who made it.

Customer limit reached (100/100)

Your organization holds as many customers as Coritan allows. Contact support to raise the limit.

A customer with that email already exists

Search for the address: the customer already has an account.

Another customer already uses that email

The new email belongs to another account on your storefront. Emails are unique within an organization.

Changing a customer's status or currency needs an org admin

Ask an owner or admin to make the change.

Ending orders or accounts needs an org admin; support can suspend without a deletion date

Support can suspend orders in bulk only without a deletion date. Ask an admin to terminate, ban or schedule a deletion.

Close the account through the close route; it also anonymises it

You tried to set the status to closed. Use the close action instead.

A closed account cannot be reopened

A closed account is anonymised. The customer can register again.

Closing is refused with active_services or unpaid_invoices

Cancel the customer's services, or settle or cancel their unpaid invoices, then close the account.

This customer is suspended and cannot be impersonated.

Support sessions open only on active accounts. Reactivate the account first, or read it from the customer's page.

Say why a full-access session is needed (at least a few words); it goes on the record.

A full-access session needs a reason of at least 5 characters.

The wallet holds 5.0000; it cannot go below zero.

You tried to take away more credit than the customer has.

A verification mail went out recently; try again in 45 seconds

We sent a verification email a short time ago. Wait the number of seconds it gives.

Customer not found

No customer with that ID belongs to your organization.

• Manage customers from the dashboard's Customers tab
• Handle billing in the staff console
• Sign customers in to your storefront

These routes live under https://api.coritan.com/api/v1/orgs/{org_slug}/staff/customers, and take a console session or a member's access token as The staff console explains. The reference lists them all under Customers in the staff console.

curl "https://api.coritan.com/api/v1/orgs/acme/staff/customers?q=alex&status_filter=active&audience=paid&limit=50" \
  -H "Authorization: Bearer $STAFF_TOKEN"

q takes up to 200 characters, tag one tag, limit 1–200 (50 by default) and offset. status_filter is an account status, or unverified, new_7d, paying or free. The answer has total, the customers on this page, and counts for the whole directory: all, one per status and one per bucket. Each customer carries its services_total, services_active, unpaid_invoices, open_tickets, tags and is_free.

GET /staff/customers/export.csv takes the same filters. GET /staff/customers/tags lists every tag in use with its count.

curl https://api.coritan.com/api/v1/orgs/acme/staff/customers/812 \
  -H "Authorization: Bearer $STAFF_TOKEN"

The answer has customer, with the account and its lifetime_paid, lifetime_refunded, first_order_at, open_disputes and staff_member, and up to 50 services, 50 invoices, 20 tickets and 50 notes. The rest of the account has its own routes:

curl -X PATCH https://api.coritan.com/api/v1/orgs/acme/staff/customers/812 \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"email": "alex@example.com", "phone": "+44 20 7946 0000"}'

Send any of email, first_name, last_name, company and phone. An admin may also send currency, or status with a reason of up to 500 characters. The answer has the customer, what changed, whether a verification_sent, and how many sessions_ended. A request that changes nothing answers 400 Nothing to change.

The other account actions are POST routes on the customer:

PUT /{customer_id}/tags with {"tags": ["reseller", "vip"]} replaces the tags. GET /{customer_id}/data-export downloads the privacy export.

curl -X POST https://api.coritan.com/api/v1/orgs/acme/staff/customers/812/credit \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"amount": "10.00", "description": "Goodwill credit for the outage"}'

amount is in the customer's currency and must not be zero; a negative amount takes credit away. description takes up to 500 characters and defaults to Manual credit. The answer is the new credit_balance.

curl -X POST https://api.coritan.com/api/v1/orgs/acme/staff/customers/812/impersonate \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"mode": "read_only", "next": "/billing"}'

mode is read_only (the default), servers or full, and full needs a reason. next is a path on your storefront to open once signed in. The answer has a customer access_token that lasts 1800 seconds, the mode, and a portal_url on your custom domain:

https://example.com/auth/callback#access_token=...&impersonated=1&customer=812&next=/billing

A storefront you build receives the session on the same /auth/callback page as social sign-in, which Sign customers in to your storefront describes. impersonated=1 marks a support session, and mode is servers or full for one that can make changes, so show the person that they are acting as the customer.

curl -X POST https://api.coritan.com/api/v1/orgs/acme/staff/customers/bulk \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"customer_ids": [812, 813], "action": "suspend", "reason": "Chargebacks on every order"}'

action is suspend, unsuspend, terminate or ban, and reason takes 3–500 characters. delete_after_days (1–90) schedules a deletion with a suspension, open_ticket defaults to true, and notify_customer sends the cancellation email with terminate. The answer lists the applied customers, the skipped ones with a reason, and each customer's orders, changed and ticket_id. Each member may run 12 bulk actions an hour, shared with bulk actions on servers.

curl -X POST https://api.coritan.com/api/v1/orgs/acme/staff/customers \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"email": "alex@example.com", "first_name": "Alex", "currency": "EUR"}'

It answers 201 with the customer and setup_email_sent. Send "send_setup_email": false to hand the account over another way. A currency the platform has not enabled answers 400 and names it.