Managing Customer Purchases

The Purchases tab shows all individual payment transactions for a customer—both one-off purchases and individual payments from subscriptions. This is where you manage day-to-day service delivery operations for specific purchases.

Important: Purchases tab shows individual transactions. For managing subscription contracts (pause, resume, cancel entire subscription), use the Subscriptions tab (see MC-005).

This guide explains how to manage individual purchases and service deliveries.

Understanding the Purchases Tab

What the Purchases Tab Shows

Individual purchase transactions:

• Each payment made by customer (subscription or one-off)

• One-off purchases (standalone transactions)

• Individual payments from subscriptions (each payment appears separately)

Example: Customer with 6-month monthly subscription

• Purchases tab: Shows 6 separate purchase entries (one per month)

• Subscriptions tab: Shows 1 subscription (the parent contract)

Purchase List Columns

Service: Service name and description

Amount: Payment amount for this purchase

Status: Purchase type and payment status

• "Subscription" badge - Part of recurring subscription

• "One-off" badge - Standalone one-time purchase

• "Paid" - Payment successful

• "Refunded" - Payment refunded

Purchase Date: When payment was made

Delivery: Service delivery status

• "Service Due" - Scheduled, not delivered

• "Overdue" - Past due date, not completed

• "Completed" - Service delivered

• "Canceled" - Service canceled

Features Available

Search: "Search by service name"

• Type to filter purchases

• Real-time results

Sort: Purchase Date

• Default: Newest first

Order: Descending or Ascending

• Control sort direction

Expandable rows: Click arrow (▼)

• See complete purchase details

• Access quick actions (availability varies by status)

• Navigate to related views

Expanded Purchase View

Click the arrow (▼) next to any purchase to see detailed information in three panels.

Three-Panel Layout with Navigation

When you expand a purchase, you see three panels with complete purchase details and navigation buttons:

Left Panel: Purchase Information

• Service name and service type

• Invoice number with copy button

• Purchase date

• Related subscription (if applicable - subscription purchases only)

• View Service button at bottom

Center Panel: Transaction Details

• Amount paid

• Payment details (with original amount if refunded)

• Payment status (Paid, Refunded)

• Total refunds

• Refund reason (if applicable)

• View Payments button at bottom

Right Panel: Service Delivery

• Service due date

• Service status (Service Due, Overdue, Completed, Canceled)

• Service notes (for completed or canceled services)

• View Delivery button at bottom

For complete field descriptions, see MC-002 Customer Detail View, Tab 1: Purchases.

Navigation Using View Buttons

Each panel has a "View" button at the bottom that navigates to different areas for additional context and full actions.

View Service Button

Location: Bottom of Purchase Information panel (left)

What it does: Opens the service detail page

Takes you to: Services → Service detail page

Use when:

• Need to see complete service configuration

• Want to review service settings and pricing

• Check service terms or description

• Verify service details or availability

View Payments Button

Location: Bottom of Transaction Details panel (center)

What it does: Opens Payments tab and highlights this specific payment

Takes you to: Payments tab (in customer detail)

What happens:

1. Navigates to Payments tab

2. Briefly highlights the related payment for 1-2 seconds

3. Makes it easy to spot the specific payment in the list

Use when:

• Need to access invoice or receipt download

• Want to see complete payment history

• Reviewing payment method details

• Need Stripe transaction information
  
  

View Delivery Button

Location: Bottom of Service Delivery panel (right)

What it does: Opens Delivery tab showing this service

Takes you to: Delivery tab (in customer detail)

Shows: Delivery schedule and all service deliveries for this customer

Why use View Delivery:

• Access full delivery action menu via three-dot (⋯) menu

• See complete delivery schedule

• Manage multiple services together

• Use calendar view for planning

• Access additional actions not in expanded view (Roll to next period, etc.)

✍️ TIP: For complete delivery management with all action options, always use the View Delivery button to access the Delivery tab where the full three-dot action menu is available.

Full Delivery Management in Delivery Tab

For complete delivery management with all available actions, use the View Delivery button to navigate to the Delivery tab, then click the three-dot menu (⋯).

Full Actions Available in Delivery Tab

For Service Due or Overdue status:

• ✓ Service complete - Mark service as delivered

• ? Roll to next period - Reschedule to next billing cycle

• ✕ Cancel service - Cancel this delivery

For Completed status:

• ↩️ Mark incomplete - Reverse completion

• ✕ Cancel service - Cancel completed delivery

For Canceled status:

• No action available 

✍️ TIP: Actions like "Roll to next period" are ONLY available in Delivery tab three-dot menu, not in expanded purchase view.

Quick Actions in Expanded Purchase View

Action buttons appear when you expand a purchase. Available actions depend on payment status AND delivery status.

Understanding Quick Action Availability

⚠️ CRITICAL: Quick actions in expanded view are limited. The specific buttons available depend on the combination of:

• Payment Status: Paid or Refunded

• Delivery Status: Service Due, Overdue, Completed, or Canceled

• Purchase Type: Subscription or One-off

Quick Actions for Subscription Purchases

Subscription: PAID + Service Due

Available actions:

• Contact Customer

• Add Note

• Refund

• Mark Service Complete

• Cancel Service

When this appears: Payment successful, service scheduled but not yet delivered

Subscription: PAID + Overdue

Available actions:

• Contact Customer

• Add Note

• Refund

• Mark Service Complete

• Cancel Service

When this appears: Payment successful, service past due date but not delivered

Subscription: PAID + Completed

Available actions:

• Contact Customer

• Add Note

• Refund

• Mark Incomplete

When this appears: Payment successful, service already marked complete

Note: Cancel Service not available for completed services. Use Mark Incomplete if completion was error.

Subscription: REFUNDED + Service Due

Available actions:

• Contact Customer

• Add Note

• Mark Service Complete

• Cancel Service

When this appears: Payment refunded, but service still scheduled

Note: Refund button NOT available (already refunded). Can still complete or cancel service.

Subscription: REFUNDED + Overdue

Available actions:

• Contact Customer

• Add Note

• Mark Service Complete

• Cancel Service

When this appears: Payment refunded, service past due

Note: Refund button NOT available (already refunded). Can still complete or cancel service.

Subscription: REFUNDED + Completed

Available actions:

• Contact Customer

• Add Note

• Mark Incomplete

When this appears: Payment refunded, service was marked complete

Note: Refund button NOT available (already refunded). Can reverse completion if needed.

Subscription: REFUNDED + Canceled

Available actions:

• Contact Customer

• Add Note

When this appears: Payment refunded AND service canceled - transaction complete

Note: NO delivery action buttons. Transaction fully resolved.

Quick Actions for One-off Purchases

One-off: PAID + Service Due or Overdue

Available actions:

• Contact Customer

• Add Note

• Refund

• Mark Service Complete

• Cancel Service

When this appears: Payment successful, service scheduled or overdue

One-off: PAID + Completed

Available actions:

• Contact Customer

• Add Note

• Refund

• Mark Incomplete

When this appears: Payment successful, service already delivered

One-off: PAID + Canceled

Available actions:

• Contact Customer

• Add Note

• Refund

When this appears: Payment successful, but service was canceled

Note: Service already canceled, so only refund available as delivery action

Common Workflows

Workflow 1: Completing Today's Services

Daily routine:

Morning:

1. Navigate to customer detail pages

2. Check Purchases tab for today's due services

3. Or use Delivery tab to see all today's services across customers

4. Plan route and schedule

After each service:

1. Open customer's Purchases tab

2. Find the service just completed

3. Expand purchase

4. Click Mark Service Complete

5. See success message: "Delivery marked as completed successfully"

6. Move to next service

End of day:

1. Review Purchases or Delivery tab

2. Verify all today's services marked complete

3. Check for any missed

4. Plan tomorrow's services

✅ BEST PRACTICE: Mark services complete immediately after delivery, not end of day. Keeps records real-time and customers informed.

Workflow 2: Handling Overdue Services

Daily overdue check:

1. Review customers with overdue services

2. Purchases tab shows "Overdue" (red) status

3. Prioritize these immediately

For each overdue service:

If delivered but not marked:

1. Expand purchase

2. Click Mark Service Complete

3. Add note explaining delay if needed

If not yet delivered:

1. Deliver service ASAP

2. Mark complete after delivery

3. Consider proactive customer communication

4. May warrant goodwill gesture

If can't deliver:

1. Contact customer to explain

2. Use Delivery tab for full options:

   • Roll to next period - Reschedule (only in Delivery tab)

   • Cancel Service - If won't deliver

3. Process refund if appropriate (if payment is Paid)

4. See MC-003 Processing Refunds

Workflow 3: Canceling Service Before Delivery

Customer requests cancellation:

Step 1: Cancel the service

Option A: From expanded purchase (if Cancel button available based on status):

1. Expand the purchase

2. Click Cancel Service

3. Confirm cancellation

Option B: From Delivery tab (always available):

1. Click View Delivery

2. Find service in Delivery tab

3. Click action menu (⋯)

4. Select Cancel service

Step 2: Process refund (if payment is Paid and not yet refunded)

1. From same expanded purchase view

2. Click Refund button (if available)

3. Or navigate to process refund via other means

4. See MC-003 Processing Refunds for complete steps

Step 3: Communicate with customer

⚠️ IMPORTANT: For one-off purchases, always cancel service when refunding to prevent accidental delivery.

Workflow 4: When Service Already Canceled and Refunded

Situation: Purchase shows Refunded status and Canceled service status

What you see:

• Payment Status: Refunded

• Service Status: Canceled

• Service Notes: "Canceled on [date]"

• No delivery action buttons in expanded view

• Only Contact Customer and Add Note available

What this means:

• Transaction is complete

• Service won't be delivered

• Money already returned

• Nothing further needed

Available actions:

• Contact Customer (if follow-up needed)

• Add Note (document situation)

• Review history in Activity tab

Common scenario: Customer requested cancellation, you canceled service and processed refund. Transaction fully resolved - no further action needed.


Workflow 5: Refunded But Service Still Pending

Situation: Payment refunded but service not yet canceled

Examples:

• Subscription, Refunded, Service Due

• Subscription, Refunded, Overdue

• One-off would typically have service canceled with refund

What you see:

• Payment Status: Refunded

• Service Status: Service Due or Overdue

• Delivery action buttons available (Mark Complete, Cancel)

• Refund button NOT available (already refunded)

Why this happens:

• Refund and service cancellation are separate actions

• Refund processed but service not canceled yet

• Common when refund processed quickly but delivery update forgotten

What to do:

1. Review if service should be delivered

2. If service won't be delivered: Click Cancel Service

3. If service will be delivered despite refund: Mark complete when done

4. Add note explaining situation

✍️ TIP: When refunding, remember to also cancel service if it won't be delivered. These are two separate actions.

Summary

Purchases tab shows:

• Individual payment transactions

• Both subscription payments and one-off purchases

• Each payment from subscription appears separately

Three-panel expanded view:

• Purchase Information (left) → View Service button

• Transaction Details (center) → View Payments button

• Service Delivery (right) → View Delivery button

Quick actions in expanded view:

• Availability depends on Payment Status + Delivery Status combination

• Paid = Refund button available

• Refunded = No refund button

• Refunded + Canceled = No delivery actions (complete)

• Refunded + other = Delivery actions available

• See Quick Actions Matrix for all combinations

Limited vs. Full actions:

• Expanded view: Limited quick actions (varies by status)

• Delivery tab: Full action menu via three-dot (⋯) menu

• Roll to next period ONLY in Delivery tab

Important distinctions:

• Cancel Service (Purchases) = Cancels one delivery

• Cancel Subscription (Subscriptions) = Ends entire subscription

• Refund and Cancel Service are separate actions

• Use correct tab for correct action

Best practices:

• Mark complete same day with success confirmation

• Review overdue services daily

• Understand when action buttons appear

• Use View Delivery for actions not in expanded view

• Cancel service when refunding if service won't be delivered

• Check Payment Status to know if Refund available