Common Customer Management Tasks #

Frequent customer service scenarios and how to handle them.

Task 1: Customer Changed Email Address #

Scenario: Customer emails: “I changed my email from old@example.com to new@example.com. Please update my account.”

Solution:

1. Go to DDLS > Customers
2. Search for old@example.com
3. Click Edit
4. Check activations table – note affected sites
5. Check subscriptions – verify renewal emails
6. Change Email field to new@example.com
7. Add note: “Email changed from old@example.com – Nov 15, 2025″
8. Click [Update Customer]
9. Email customer at NEW address confirming change

What’s Affected:

• Portal login uses new email
• All future emails go to new address
• Existing activations continue working

Task 2: Investigating Activation Issues #

Scenario: Customer: “My license key isn’t working. It says activation limit reached.”

Solution:

1. Go to DDLS > Customers
2. Search for customer email
3. Click View to see overview
4. Scroll to Activations table
5. Review current activations

Analysis Example:

• License limit: 2 sites
• Active: oldsite.com, testsite.local
• Blocked: newsite.com (over limit)
• testsite.local hasn’t checked in (likely abandoned)

Action:

• Deactivate testsite.local (old development site)
• Customer can now activate newsite.com

Task 3: Subscription Renewal Issues #

Scenario: Customer: “Why did my license expire? I thought I had a subscription.”

Solution:

1. Go to DDLS > Customers
2. Search for customer
3. Click View
4. Check Licenses table – see expired license
5. Check Subscriptions table

Analysis Example:

• Subscription was cancelled
• No upcoming renewal
• Check WooCommerce for reason (usually payment failure)

Response: “Your subscription was cancelled on October 15 due to a failed payment (expired credit card). Would you like to reactivate with a discount?”

Task 4: Verifying Support Access #

Scenario: Customer opens support ticket. Verify they have active support.

Solution:

1. Go to DDLS > Customers
2. Search for customer
3. Click View
4. Check Support Contracts table

If Active Support:

• Respond with priority (within SLA)
• Note renewal opportunity in 4 months

If No Support:

You see: “No support contracts found”

• Offer to purchase support contract
• Provide self-help resources

Task 5: Finding All Licenses for a Customer #

Scenario: Customer: “I have multiple licenses but can’t remember which is which.”

Solution:

1. Go to DDLS > Customers
2. Search for customer
3. Click View
4. Show them the Licenses table with all their licenses
5. Cross-reference with Activations table to show where each is used

Response: “You have 3 licenses:

• DMSI-XXXX-1234: Pro Plugin (installed on site1.com)
• DMSI-XXXX-5678: Premium Theme (installed on site2.com)
• DMSI-XXXX-9012: Developer Tools (not yet activated)”

Related Topics #

• Viewing Customer Details
• Editing Customer Information
• Resetting Activations