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Customer Care in Salesforce

Customer Care in Salesforce

Customer care functionality described in this chapter is available only to Vindicia Subscribe (Premium) customers.

Note that customer care actions will trigger data export from Salesforce and update your Vindicia Subscribe instance.

Creating Accounts

Users can create accounts in Salesforce, but accounts do not integrate with Vindicia Subscribe to synchronize purchases, payment methods, credits, and so on until the account—that is, the customer—makes a purchase. Once the account is integrated, a link is established, either by Vindicia ID or Customer ID. From that point on, any changes on the Vindicia Subscribe side are reflected in Salesforce. Some changes to an account in Salesforce will export and update Vindicia Subscribe, including billing address, payment method, email, and name-value pairs.

Creating and Modifying the Payment Method

The payment method is a Vindicia Subscribe custom object. Any changes to a payment method will trigger an update to Vindicia Subscribe, including the creation of a new payment method. The following payment method types are available:

  • Credit card
  • Electronic check
  • Merchant-accepted payment

Any modification or creation of payment methods uses the Vindicia Hosted Order Automation (HOA), relieving the merchant and Salesforce of any PCI compliance burden.

Creating Purchases

With Vindicia Subscribe (Premium), users can create two types of purchases: one-time and subscription.

To create a new purchase in Salesforce, create a new opportunity, and select the account, currency, and billing plan. Next, add the opportunity products you want to sell. Only the products from the price book for the currency you selected will be available. If you discount any of the products, you might have to go through a pricing approval flow, if you have one enabled. By default, Vindicia Subscribe does not enable any price approval flows.

If you want to quote the customer before creating a purchase, use the Create Quote button in the opportunity. Vindicia Subscribe will return an amount, an expected first bill date, first bill amount, and other quote-related fields. Confirm the quote and click the Create Purchase button in the opportunity. This generates an API call to Vindicia Subscribe and creates the purchase. When the call completes, you are redirected to the newly created purchase.

A custom flag, Overwrite Vindicia Subscribe Account Shipping, lets you use the billing address from the payment method as the shipping address for a particular purchase. This does not change the shipping address on the account in Vindicia Subscribe.

Modifying and Canceling Purchases

To make changes to an existing purchase, use the following custom buttons:

  • Cancel Purchase
  • Modify Purchase
  • Replace Payment Method
  • Refresh Purchase 

Each of these buttons takes you to a custom flow to complete the action. To modify a purchase, use the dedicated custom button Modify Purchase. When you click this button, a new opportunity is created with all the information from the purchase. You can add or remove products, modify existing products, or change the billing plan. The Create Quote button shows you what the purchase will look like if you make the changes. The Create Purchase button submits the changes to the purchase to Vindicia Subscribe. 

Note that the Refresh Purchase button can take some time (usually less than 15 seconds), but it keeps you in the purchase after it refreshes with the latest data from Vindicia Subscribe.

Replacing Payment Methods

The dedicated custom button Replace Payment Methods enables you to change the payment method on a purchase. Click this button to open a custom page listing eligible payment methods for that account, and select a new payment method. When you save your changes, a call to Vindicia Subscribe updates the payment method, and you are sent back to the purchase, which now shows the new payment method on the account.

Managing Credits

Vindicia Subscribe supports credits at the account level and purchase level. To manage credits, click the custom button Manage Credits for accounts or purchases. A custom page opens listing all credits in two sections: those with a balance, and those with zero balance (fully consumed credits). From this page, you can issue new credit, or fully or partially revoke existing credit. Each of the account-issued credits contains the full history of the credit as shown in Figure 2 below.

Note: Only currency credits are supported.

Figure 1: Manage Credit

Figure 2: Credit Details

Managing Refunds

Vindicia Subscribe for Salesforce enables customer care representatives to manage refunds when needed. A custom button on each transaction record of captured funds enables you to issue a full transaction refund or an individual transaction item refund. Each refund can be set to full, partial (percentage), or partial (amount).

On the custom page of Refund Transaction, under Refund Type, the following options appear:

  • Full
  • Partial – Specify %
  • Partial – Specify Amount
  • Line Item

When you select Full or either of the Partial refund types, the refund is issued at the transaction level. This means the amount you refund will not be distributed per line item. Any consecutive refund for this transaction must also be at the transaction level. When you select Line Item, you are directing Vindicia Subscribe to refund for individual products. You have the same Full and Partial options for Line Item refunds as for refunds at the transaction level. Once you issue a line item refund, consecutive refunds can also be at the line item level.

Each refund object in Salesforce is linked to the original transaction; each line item refund is linked to its corresponding transaction Item. This lets you build custom reports at the line item level.

Note: If a transaction is paid by a credit (fully or partially), a refund at the transaction level is supported and line-item refunds are not available.

Note: If you perform a refund at the transaction level, the refund amount is not distributed to each line item, and any consecutive refund stays at the transaction level.

Note: For every line item refund, the sales taxes are always refunded for the amount you specify for the line item.

Figure 3: Managing Refunds

Figure 4: Issue Refund

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