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Common CRM Setup Questions and Answers


Q: How do I create products?

A. For a detailed description on how to setup products, please follow this link.

Q: What is the difference between Product Groups and Product Charges?

A. Product groups can be looked at as product categories, and product charges are the actual product price points of each product within a product group. Each product group has a API key that is used to pass via the API in order to activate all product charges within a group from your website. Prior to July 7, 2019, recurring charges were separate from signup and upsell charges. In other words, if you had a subscription based offer, you had to create a signup charge and a separate recurring charge within a product group. After July 7, 2019, product charges were updated so that you only need to create one product charge type to account for both the initial charge and recurring cycles. In addition, instead of passing the product group API key from your website to the CRM to activate charges, you can now pass the product charge's individual product id in order to activate it. It is recommended that you use use product groups for each product type rather than put all product types under one group. 

Q: How do I delete a product?

A. Under CRM, go to the Products page, click on the trashcan icon to delete a product.  

Q: What is the difference between Recurring Cycles and Legacy Recurring Intervals?

A. Legacy Recurring Intervals (First Charge Interval & Subsequent Charge Interval) only exist for legacy Accounts who enrolled prior to July 7, 2019 and are separate from Recurring Cycles. If these parameters are used, then you must not enable recurring cycles. Accounts enrolled after July 7, 2019 will only be able to see recurring cycles. If you see both of these options in your setup, it is highly recommended you proceed with recurring cycles moving forward. 



Q. Can I send a test order to fulfillment?

A. The CRM does not allow test customers/orders to be sent for fulfillment. A live transaction is needed in order to send fulfillment orders to your integrated fulfillment house. We also recommend testing your merchant accounts with a live transaction as well before launching. 

Q: How do I add a fulfillment center to my account?

A. Navigate to CRM menu Administration > Plugins. Under "Fulfillment" pick an integrated fulfillment center under Available Integrations, then enter in your credentials. You will then need to apply fulfillment to your products, by selecting this fulfillment integration within the product(s) settings under Products page. 

Q: How do I create a fulfillment delay?

A. Fulfillment Delays are set on the product level. You can enter or modify a fulfillment delay by going into the product settings under CRM menu CRM > Products. Find your product and click edit. Under Fulfillment Options, enter a fulfillment delay (in hours) and save.  

Q: How do I pull orders to send to fulfillment manually?

A. Go to CRM menu Customer Service > Export Data. Select the Account and Site ids to pull orders from, then select "Fulfill Orders" under Report Options. Select a date range and download by clicking on Export. 

Q: How do I upload tracking numbers manually?

A. Go to CRM menu Fulfillment > Import Tracking. Download the template and follow the instructions to create a tracking file. Then upload by clicking on "Upload CSV File" and selecting the file you created. 

Q: How do I automatically email tracking numbers to customers?

A. Whether you upload your tracking numbers manually to the CRM, or have it auto-populate from your integrated fulfillment center, tracking numbers can be sent out via the Shipment Confirmation email template after you create the email template and event, then apply it to your site id. 

Q: How do I reship an order?

A. Within a customer's profile, under Fulfillments, click on the three dot icon to the right of the table, and select reship.  Select the product to reship and submit. This will reship the order without billing the customer for an additional unit. 
You can also use the Fulfillment report to reship orders. 

Q. How do I send a free shipment or reship for free?

A. You can issue a new transaction and change the price to $0.00 for a new customer, or use the Reship feature under an existing customer's account. Refer to the above question/solution.

Q: How does the Ship Amount field work under the product settings?

A: The Ship Amount field adds an extra amount to the total amount to be billed and only works for the initial transaction. Recurring cycles also have their own Ship Amount field that only apply to cycles. If you'd like to create a separate shipping charge with its own transaction id, then you should create a shipping charge type product instead. 

Merchant Accounts and Processing

Q: Is a merchant account needed in order to process credit cards?

A. A merchant account of some sort is needed in order to process live credit card transactions. The CRM has integrations with many of the major merchant account providers and gateways that you can choose select from. If you need help obtaining a merchant account, please contact Darren Lunt for an integration:

Phone: (866) 866 - 9276
Skype: darrenlunt

Q: How do I setup Square processing?

A. Adding Square is a three step process. First you add the MID as a processor under CRM menu Merchants > Processors. + New, select Square from the processor list within the Credit Card tab, and enter in the fields.  Square requires that you use their payment form on your site. Refer to this link in our API guide for directions: Square Payments. Lastly, you need to select the Square account to be used within the site id configuration page. Once complete, you can begin testing transactions. Make sure you select "No" under the Test option for live merchant accounts. 

Q: How do I setup Authorize.net?

A. Go to CRM Menu Merchants > Processors. click on "+ New", select Authorize.net from the processor list under Gateway. Create an API login and transaction key within Authorize.net and use those as the Username and Password for the processor setup. Fill in the remaining fields for Processor Name (you can name this anything), Merchant ID, Descriptor (optional), Monthly limits, and the other options (which are all optional). Make sure Test Mode is not highlighted for live merchant accounts. Once complete, you can begin testing transactions. 

Q: How can I get chargeback alerts and automated chargebacks responses?

A. Please contact Darren Lunt for an integration:

Phone: (866) 866 - 9276
Skype: darrenlunt

Q: What is the difference between PayPal Checkout vs PayPal Payflow Pro?

A: PayPal Checkout requires API Integration within your site in order to properly function. The transaction flow will require customers to redirect from your site to PayPal to complete the transaction, then get redirected back to your site's thank you page. PayPal Payflow Pro doesn't need require extra API coding in order to function. It functions like a standard credit card processor within the CRM. Click here for more information: Pay flow Gateway

Q: How do I add MIDs or Merchant Accounts?

A. Navigate to CRM menu Merchants > Processors. Select from any of the available gateways, enter the gateway credentials and save. Make sure you select "No" under the Test option for live merchant accounts. 

Q: How do I delete a processor or merchant account?

A. Processors cannot be deleted once they are created, but they can be deactivated. Clicking on the X icon under the Actions column within the Processors page will deactivate the processor. 

Q. Can I setup Alerts for when I reach my limit on merchant account(s)?

A. Alerts can be setup for report based on merchant account limits, refunds, declines, and chargebacks that occur within your campaign. Whether you need to be alerted when your hit your limits, or when you have excess refunds or decline transactions, the alert system will report on each activity. Refer to the following link for more information, click here.

Q: Can I limit the daily processing amount for my merchant account?

A. Yes, you can set a daily cap within the processor settings to limit daily volume. 


Campaign, fulfillment, and Transaction Testing  

 Q: Do you have a test credit card to test transactions?

A. You can create  test cards under Administration > Accounts, by going into your Account settings and clicking on the Test Cards. Expiration dates and CVV security codes are not created with the test card. Use a future expiration date and any 3 digit CVV code when testing transactions on your website. 

Q: Do you have a test credit card to test a forced decline?

A. MasterCard, 5555555555554444, any CVV, and any future expiration date. 

Q: How do I disable test credit cards?

A: Test card cards can be disabled within the Site configuration of a site id. Navigate to CRM > Sites and go into the edit settings of the site id.  Disable the Test Card card option. Test cards can also be deactivated in your Account settings under Test Cards. 

Q. How do I send a test order to fulfillment after fulfillment is setup within the CRM?

A. You must process a test transaction with a live payment source in order to send a test order to fulfillment. Test orders processed with the CRM test credit card (4111.. card) will not be sent to fulfillment, as test orders are exempt from reporting and fulfillment. It is recommended to test your fulfillment and merchant account with a live payment source to ensure a properly working live environment.   

Q: How do I mark a customer as a test customer?

A. Within the customer profile, click on the Mark as Test option at the top right of the page. 

Q. What does it mean when a customer is marked as "test" customer within the CRM?

A. Marking a customer as a test customer will remove them from reporting throughout the CRM ad will not show up on CRM search results unless the option to show them is enabled. Tests made using our Visa test card will automatically be flagged as test customers. 

 Q. Can I unmark a customer as a test customer?

A. Yes  

User Accounts

Q: How do I create a user account?

A. Navigate to CRM menu Administration > Users. Click on + New user. Enter a unique username, first/last name, and select user type. Select site id and sectional access on the following tabs and then save. The new user will receive a link by email to create a password.  For more detailed information, click here

Q: How do I delete or de-activate a user account?

A. User accounts cannot be deleted once they are created. However, they can removed from your account by editing the user and removing access to your sites under Account/Site access tab. 

Q. I created a new site id, but my partners can't access it with their login/user accounts. 

A. When a new site id is created, access needs to be given to other every other user within your CRM account in order for them to view it within their login accounts. This includes the main user account that was created when you signed up with the CRM. When creating a new site id under CRM menu CRM > Sites, at the bottom of the page exists a "Grant Permission to Users" dropdown. Selecting users within this dropdown will grant them access to the new site id. If this step is skipped, then access needs to be given to each user separately within the User Account settings under CRM menu Administration > Users under theAccount/Site Access. 

 Q. How do I add or remove sections from a user?

A. You can add/remove sections within the Sections tab in User settings.  

Q: How do I give user access to a call center that already has other Accounts in the CRM. 

A. Please reach out to support to help you with your request. 


Email Autoresponders

Q: How do I setup an order confirmation email?

A.  First create an SMTP profile under Administration > Plugins > SMTP Setup. Then create an order confirmation email template under CRM > Email Autoresponders > Templates, by selecting it under the template dropdown and modifying it to your needs. Then create an event under CRM > Email Autoresponders > Events and selecting the template created above and the SMTP profile created earlier. The Final step will be to add the event to your site under your Site's configuration settings under CRM > Sites.

Q: How can I enter a descriptor and have it display in order confirmation emails and the thank you page of my website?

A: Descriptors can be added within the Processor configuration settings. To display a descriptor within an order confirmation email, add the descriptor token "{$descriptor}" into the email body of your template under Email Autoresponders. To add it to your website's thank you page, refer to the API guide under adding a signup transaction

Q: My Order Confirmation emails are not going out. What is wrong?

A: Make sure that the email autoresponder event is added to the site configuration settings of your site id. 

Q: New order confirmation emails takes longer than usual to send out. How can I remove this delay:

A: Add this API endpoint (mark as complete) to the last page or confirmation page of your website: 

Q: How can I email all my customers at one time?

A: Navigate to CRM menu CRM > Simple Email Marketing. First create a template. Then under Jobs, add a new job, select customer type, select template, select SMTP, then save. The customer count will be display prior to submitting. 

Q: How do I resend an email autoresponder to an existing customer?

A: Within the customer profile under the Email section, there is a Resend button available for each email autoresponder that was sent out. Click on Resend to resend the email to the customer.  

Q: How do I just send one email order confirmation for multiple products?

A: Within your email autoresponder template body, you must use the {$productlist} token, and when adding the upsell transaction through the API, you must send the same OrderID created when creating a signup transaction. The OrderID is not the same as the CustomerID. Refer to the API Guide on adding an upsell transaction.

Customer Management

Q: How do I search for customers?

A. Navigate to CRM menu Customer Service > Search. Searching by Customer ID, Transaction ID, or Order ID are the quickest option to find a customer account. If these items aren't available, selecting a date range around the order date and entering the last 4 digits of the customers card number would be the second best method to find a customer. 

Q: How do I search for test customers?

A. Navigate to CRM menu Customer Service > Search. If you don't have the customer id, select "Test Orders Only" or "All Orders" as the Order type as part of your search. Enter some customer data within the available fields then search.

Q: How do I cancel a subscription-based customer?

A. Within the customer profile, click on the "CANCEL RECURRINGS" option at the top right of the page. 

Q: How do I create a new customer?

A. You can create customers from your integrated website or within the CRM. Within the CRM, navigate to CRM menu Customer Service> + New Order, Select a site id, fill in the payment form, select a product and enter. If successful, a new customer id will be created and displayed. 

Q: How do I block a customer from ordering again?  

A. You can blacklist customers and that will prevent them from ordering again. Within the customer profile, at the top right, check the Blacklist checkbox to blacklist a customer. You can also navigate to CRM menu Administration > Blacklist, and add the customer manually. 

Q. How do I refund or void a transaction?

A. Refunds or voids can be issued within the customer's profile under transaction history. 

Q. Can I issue a partial refund?

A. Yes, partial refunds can be issued by typing in the amount to be refunded within the refund field under the transaction history of the customer's profile. 

Q. I tried to void a charge, but it refunded instead. Why?

A. A transaction can only be voided before it has settled. Usually you have within 24 hours before a transaction settles to issue a void. Otherwise it will result in a refund. 

Q. How do I add or issue a new transaction for an existing customer?

A. Under the Order history within a customers profile, click on + New and select the products to add to the order, then submit. The customer's current payment source will be used to process the transaction.

 Q. How do I force a rebill charge?

A. Within the customer profile, go to the edit settings of an existing recurring charge and click on Run Transaction. This feature forces your Next Bill Date according to set recurring cycles and increments the cycle count by 1. If all cycles have been run, then it will rerun with the settings of the last recurring cycle, and doesn't take into account the Total Charge Count 


Q: How do I duplicate a Site ID?

A: Navigate to CRM menu CRM > Sites, under the Actions tab of the site you want to duplicate, click on the dotted icon and select Duplicate 

Q: How do I enable Duplicate checking to prevent duplicate orders?

A: Under the Accounts section (CRM menu Administration > Accounts), enable the Duplicate Checking option. 

Q: How does the Duplicate checking option work?

A: It prevents the same product from being ordered again using the same credit card. This is mostly used in trial subscriptions where you would want to prevent the customer from ordering again. 

Q: How can I block Prepaid cards, debit cards, and/or MasterCard?

A: These options can be blocked within your site id's settings under CRM menu CRM > Sites. Then click save at the bottom of the page. 

Q: How do I create coupons?

A: Coupon codes are created within your site id's settings under CRM menu CRM> Sites. First create the coupon, then enable the coupons by selecting "Yes" under "Enable Coupons". Then click save at the bottom of the page.

Note: that coupons do not apply to Shipping Charges or Ship Amounts within a product setup. 

Q: How do I submit a support ticket?

A. Go to CRM menu Support > Support. 

Q: I don't see the affiliate variables being passed from my affiliate network. How do I pass affiliate variables from an affiliate network?

A. Affiliate variables have to be coded into the website source code before being able to pass them through affiliate links to your campaign. Discuss this with your developer that integrated your site to our API. Details are within our API guide: developer.responsecrm.com

Q. How do I send partials data to my call center?

A. You can create a script on your site that will pass customer data from our API back to your call center. Refer to our API guide for more details: developer.responsecrm.com. Refer to the List Customers API call. Partials are called "inquiry or inquiries" within our system and API. In addition to partial, you can send cancelled, successful, or declined customers as well. 

Q. What timezone is the CRM in?

A. The CRM is on Eastern time. 

 Q: How do I rerun declined re-billings?

A: Use the batch update feature on the Continuity Report or use the Decline Runner under the Merchants menu.

Q: How do I batch update next billing dates on continuity orders?

A: Go to CRM menu, Reports > Continuity Report. Change the Date Range to "Next Bill Date". Query the report with your desired filters to display the continuity orders. Select the orders you want to update, then click on "Show batch updates." In the "Next Bill Date" field, select the new date and then click on the "Update Batch" 

Q. How can I download customer data onto a spreadsheet?

A. CRM menu CRM > Export Data, you can export all customer with the exception of full payment details. Select from the various predefined report options, or create a custom export, select the date range, and download. 

Q. How can I download or export partials or leads?

A. CRM menu Customer Service > Export Data, select Abandoned Orders as the report type, pick a date range, and click search, then download. 

Q: How can I block a specific credit card BIN from being used on my site?  

A. Navigate to CRM menu Administration > Blacklist System, click + New, select Card Bin as the type and enter the card bin and save.  

Q: How can I block an IP address from ordering from my site?  

A. Navigate to CRM menu Administration > Blacklist System, click + New, select IP Address as the type and enter the IP address and save.  

Q: How can I block a Country or State from ordering from my site?  

A. Navigate to CRM menu Administration > Blacklist System, click + New, select Country/State as the type, select the country/state,  and save.  

Q: How can I block a customer from ordering by email address ?  

A. Navigate to CRM menu Administration > Blacklist System, click + New, select Email as the type and enter the email address and save.  

Q. How can I create a new CRM Account?

A. Click on the Account selector field at the top of the page and select "Add Account"


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