6.5. Customers Management

Introduction

Customer Management - is a module which allows to set custom payment flow. It is located at Settings -> Customers management. This screen contains the list of all Merchants in the system tat are connected to Customers Management.

On this screen it is possible to make a search by Merchants or to add new Merchant(Configuration) into the Customer Management module by pressing Add new button on the right top corner of the screen.

Adding New Merchant To Customer Management

After pressing Add new button, this screen will popup:

First select the Merchant in Merchant field which will be connected to Customer Management system.

Then select one of the operation mode - CRM(API) or Payment Gateway.

• CRM(API) - allows to determine Customer by merchant customer id. Not configured levels are created if customer level parameter is present in API calls.

• Payment Gateway - allows to determine Customer by internal customer id.

Warning

Please note that for proper operation, the parameter must match the Client Definition value set on the endpoint or project

In default behavior select either Project or Unknown Level.

• Project - In case if not configured customer level is present in API calls, Project and Endpoint settings (Client definition) will be used.

• Unknown Level - In case if not configured customer level is present in API calls, Unknown level settings will be used.

Warning

Any misconfiguration may lead to payment processing stop.

After selecting Operation mode and Default behaviour, (by choice) select one of the choices or both:

• Reset individual payment settings when customer level changed.

• Automatically add all merchant projects to Unknown level

• Reset show in from when changing customer level.

After adding Merchant to Customer Management it is possible to edit or delete configuration.

CRM

CRM (API) - allows to determine Customer by merchant customer id.

Parameters used in CRM configuration:

• merchant_customer_identifier

• customer_level

Warning

customer_id should not be included in the request.

(3), (5) merchant_customer_identifier should not be passed with empty value. If merchant_customer_identifier is sent with an empty value, the customer will be created in Customer Management and can only be identified using the Client Definition configured at the Project or Endpoint level.

(4), (6) In case of customer_level being sent empty, customer will be granted an empty level or Unknown level, if Unknown level Default Behaviour was configured.

Warning

Parameters being sent improperly could lead to transactions being incorrectly routed or not being processed entirely.

Payment Gateway

PNE (GATE) - allows to determine Customer by internal customer id.

Parameters used in PNE configuration:

• customer_id

• customer_level

Warning

merchant_customer_identifier should not be included in the request.

(3), (5) In case of customer_id being sent empty, Client Definition set on Project or Endpoint level being checked and if no customer found, new customer with new customer_id will be created.

(4), (6) In case of customer_level being sent empty, routing will be set according to Unknown level or Project default behavior that was configured.

Warning

Parameters being sent improperly could lead to transactions being incorrectly routed or not being processed entirely.

If Auto leveling is enabled for the Merchant, Customer level can also change automatically based on accumulated transaction history, independently of this request flow — see Auto Leveling.

Level Configuration

Level configuration can be done for Deposits and Withdrawals. In order to add configurations press +Add button and select the name, currency and projects.

Note

The currency may vary based on the currencies in which the Merchant’s Projects are available.

unknown is a default level that will be created automatically.

On the screen shown above, all levels will be displayed with the next information:

• Level name

• Currency - supported currencies on the level

• Projects - all Merchant’s projects that are connected to Customer Management.

• Created and Modified - which will show the time - configuration was created or modified.

Configuration for a specific currency can be toggled on/off or whole configuration can be deleted. Press edit button to add/remove projects from level.

Customer level configuration

Press on Level Name to access Customer level configuration. In opened window select Level configuration to setup custom payment flow for Customer level or Filters to add additional checks for level.

This screen will display information about level such as - Payment direction - Deposit or Withdrawal, Currency, Level name, Status - which shows the status of level (active/disabled).

In Payment methods section all available methods for Payment Cashier will be displayed. By pressing on any of the methods Configuration window will popup.

In Configuration section press Reset to default to restore all setup to default;

Check or uncheck the Show in form box to show/hide selected payment method from the Payment Cashier Form;

Set min/max amount which will set or override these parameters on Endpoint level.

Press Save button for the configuration to be applied.

In Gate list select which Routing route or gate will be available for selected level.

After all configurations - changed payment methods will be moved to Edited tab. All unchanged methods will be shown in Default tab.

Auto leveling

Auto leveling allows Customer level to be changed automatically, based on configured rules, without manual intervention from Manager.

Note

Auto leveling is only available when Customer Management is configured in Payment Gateway (PNE) operation mode. Transactions are being counted only for card/email Client Definition configurations on Endpoint/Project.

Rules are configured separately for Deposit and Withdrawal payment directions.

• Collect Data from - selects the entity whose transaction history is used to calculate the rule: Merchant or Manager.

• Type of calculation - selects which transaction metric triggers the level change: Count, Amount, Count and Amount or Count or Amount.

Note

Currency selection is only available for Amount, Count and Amount and Count or Amount types of calculation.

For each level added to the rule, Level name should be selected, together with the threshold value(s) required for Customer to reach that level, depending on the selected Type of calculation.

Warning

Customer level is changed by only one level at a time, even if the transaction count/amount would be enough to cover several levels in the line. Transactions are counted within a rolling 180-day window from the last level change, and any amount exceeding the current level’s threshold is carried over towards the next level for the remainder of that window. Auto leveling does not automatically downgrade a Customer level.

New Customers tracked under an Auto leveling rule are assigned the first level of the rule’s line, rather than the unknown level, since unknown remains a technical level for projects not connected to a rule.

Note

This behaviour applies only to Customers created under an Auto leveling rule and does not change the Default behaviour (Project / Unknown Level) configured for the Merchant.

Filters

Transaction filters in System are intended for rejection of certain transactions on various reasons.

There are three level filters:

• Сustomer id usage frequency for last 24 hours (daily limit)

• Сustomer id usage frequency for last 7 days (weekly limit)

• Сustomer id usage frequency for last month (monthly limit)

Name	Description	Value
amount limit	maximum total transactions amount for the last 24 hours (week, month) for exact Customer id	99999
calendar week starts from Sunday	“Yes”: calendar week starts from Sunday, “No”: calendar week starts from Monday	Yes/No
for all merchant currencies in CMS	current total transactions amount or count for the last 24 hours (week, month) for this customer id would be calculated “Yes”: for all merchant levels in all currencies in payment direction (Deposit or Withdrawal) and converted to the currency of the current level for comparison with the amount limit “No”: for current level only
quantity limit	maximum total transactions count for the last 24 hours (week, month) for exact Customer id	99999
subtract Cancel transactions
use calendar day

Error codes

#	Code	Name
19000		Daily amount limit exceeded for customer id
19001		Daily quantity limit exceeded for customer id
19002		Weekly amount limit exceeded for customer id
19003		Weekly quantity limit exceeded for customer id
19004		Monthly amount limit exceeded for customer id
19005		Monthly quantity limit exceeded for customer id

Customers

Individual configuration can be done for Customers. Depending on the parameter that were sent (customer_id, customer_level, merchant_customer_identifier), customer can be created automatically or manually through Customers screen. Press on Customers in order to access the Customers screen.

All customers with brief information will be displayed on this screen.

As shown on the image above, press 1 - Show filter to open additional criterion for search. In popp up screen select next criterion: (Payment Gateway’s) Customer IDs, Merchant Customer IDs, Deposit level name, Withdrawal level name, Email or Date range (creation dates).

It is possible to add,change or delete information from the 2 bar or through filter section.

Select group of customers or all of them to Set global limit or Change level - for all selected customers.

Press Create to create new customer.

Press Download to download list of all customers with their details.

Press Upload to upload the list of the customers with their details using the options, shown below:

Upload CSV - for uploading the list of customers;

Download template - for downloading an example file;

gen mock - for generating customers with fake data.

Upload CSV - for uploading the list of existing customers with new configuration;

Note

The uploaded file fully overwrites the configuration: existing data may be not only added, but also overwritten or erased. Make sure the file contains complete and correct data.

Common Settings

By pressing on any customer’s ID next window will pop-up:

In Common settings all customer information will be shown. Under Actions menu, press Edit info to change customer information except Customer ID and Merchant customer ID. The Virtual terminal button will allow to open the virtual terminal with al customer information directly from this screen. All orders will show all orders associated with customer.

Individual Payment Settings

Individual payment settings allows to setup Cashier Payment Form for each customer separately. First choose level and currency for the setup. Then select Use as global limit for customer if min/max amount for currency should be applied for all available solutions . Select Payment methods and apply setup if needed. By pressing Virtual terminal button Virtual terminal with all customer information will be opened.