Arc XP Customer Service Admin portal

The Arc XP Customer Service Admin portal allows your Customer Service Representatives (CSRs) to quickly access, update, and audit customer information, ensuring a seamless and responsive customer service experience.

By centralizing data management, the Arc XP Customer Service Admin portal enhances accuracy, reduces response times, and helps deliver personalized support, making it an essential tool for maintaining high-quality customer interactions.

To access the Arc XP Customer Service Admin dashboard, navigate to Subscriptions and search for a customer account.

Prerequisites

To access the Arc XP Customer Service Admin dashboard, perform a customer search first. See Searching for customer accounts.

Identity page

When you access a customer account, the Identity page opens with two main sections: a left sidebar displaying the customer's details and a right panel showing the Activity tab by default.

Customer details sidebar

In the customer's details sidebar, you find the following customer information:

User profile - shows the user's first name, middle name and last name. If these attributes do not exist, the system displays the user's email or No value provided, in case none of the previous values exist.
Last login- shows the user's last login date and the method for accessing, for example, primary email.
Account created - shows the user's account creation date and method.
Account information - shows the user's account status, which can be Active or Inactive.
Primary email - shows the user's primary email address.
Login ID - shows the user's unique user identifier (UUID).

Depending on the account status, you can also see the following labels:

PENDING DELETION - shows that the account is scheduled for deletion by a manual or automated process.
LOGIN LOCKED - shows that there have been several failed login attempts.
These labels are related and shown based on the tenant settings. See User account configuration for more details.

Activity tab

In the Activity tab, you find a list of cards describing the user’s account history. The cards appear in descending order, starting from the most recent activities.

Each activity card:

displays a badge showing the activity type
shows the date and time of the action
shows the action description

You can filter the cards using the Type dropdown with these options:

New - shows account creation activity.
Note - shows recent notes from CSR calls.
Account - shows activities related to the user's account, including linking or unlinking social identity, verifying email, changing account status, and requesting account deletion.
Update - shows CSR activities related to profile changes, such as modifying phone numbers, passwords, names, gender, email, birthday, and addresses. Also shows when users change their passwords.

Click Add note to write conversation details directly in the user's account during a call. A Note panel opens.

Select a Note reason from the dropdown and write any call details in the text box below.

Click Save. The note appears in the activity tab.

Orders tab

The Orders tab shows the user's full payment history for all orders associated with their account in a 25-row table format with the following columns:

Order number - a unique identifier assigned to each order in Arc XP Subscriptions.
When an order is created, the system generates and returns this unique order number, which can be used to retrieve specific order details later.
Amount - the amount charged in the transaction.
Payment date - the date when the payment was made
Payment type - the payment method used to process the order. The payment methods include Stripe Intents, PayPal Classic, Braintree, and IFX integrations, depending on your organization.

If an account has more than 25 records, the remaining results appear in subsequent pagination.

When you click the Order number , you access the Order details page.

Order details

The Order Details section provides the following information:

Order total - shows the total amount of the order.
Order number - a unique identifier assigned to each order in Arc XP Subscriptions.
Order date - the date and time when the order was placed.
Billing address - the billing address related to the user account.
Website - the website where the purchase was made.
Products - a list of products associated with the order.
The first payment for a purchase can be for multiple products and prices. These products and prices are displayed in a table, which can be sorted by product name or price name.
Each product in the table includes a link to the Subscriptions tab.

Payment details

The payment section is a collapsible component; when expanded, displays the following details about a transaction:

Transaction number - a unique identifier associated with each payment and refund in an Arc XP Subscriptions order. Appears as a clickable link to redirect you to the full transaction details page.
Transaction date - the date when a payment or refund transaction occurred.
Card information - shows the Cardholder name, Card number, Card type, Expiration, and Payment type.
Amount - the base price of the product or subscription.
Tax - any applicable taxes to the product or subscription.
Total - the total order amount, including the amount and applicable taxes.

If the total amount is greater than zero and the total of refunds is less than the payment's total, you find a Refund payment button. See Refund a payment for more details on how to refund a payment.

Transaction details

The transaction details page shows all the payment details, as well as the products associated with the order, in a sortable table showing:

Product information - shows the product name and a clickable link to the subscription details.
Price - shows the price product name.

Subscriptions tab

Under the Subscriptions tab, you can find details for all subscriptions associated with the user account.

Each subscription shows as a content card with the following details:

Title - shows the product name, for example, PW Default 1 day.
Type - shows the subscription acquisition method. It can be one of the following:
- Paid - standard subscriptions purchased through Arc's checkout system.
- Linked - subscriptions managed externally but granted through Arc, like when print subscribers get digital access.
- Free - complimentary subscriptions granted by customer service agents.
- Gift - subscriptions purchased by customers as gifts for others.
- Shared - enables subscription owners to share access with a limited number of other users who must have their Identity accounts
- Enterprise - subscriptions managed through APIs for large organizations.
- Group - subscriptions that provide access through either IP ranges or seat-based licensing with access codes.
Subscription ID - shows a unique identifier assigned to each subscription in Arc XP Subscriptions, which helps distinguish between different subscriptions associated with a user account.
Last order - an order number clickable link that displays the last order for that user account.
Website - the website where the purchase was made.
Payment method - the payment method used to process the order. The payment methods include Stripe Intents, PayPal Classic, Braintree, and IFX integrations, depending on your organization.
Start date and End date - the subscription start and end dates.
Product - shows the product name.
Price - shows the price product name.

See Managing subscriptions for more details on how to manage subscriptions.

Account access tab

In the Account access tab, you find the following details about the user account and its status:

Customer email - displays the user email account. Each account can have two emails: a primary and an unverified email.
The unverified email appears when:
- a user creates an account using email and password, but hasn't verified the email yet (this unverified email serves as the primary email until verification.)
- a user with a verified primary email changes it to a new address that hasn't been verified yet (both emails appear until the new one is verified and becomes the primary email.)
When an unverified email exists, click the ellipsis icon to display the following options:
- Verify email - allows you to verify an account through the Admin tool on behalf of the user. This is not recommended, as user self-verification proves they can access the provided email address.
- Request email verification - allows you to send a VERIFY_EMAIL event when a pending email needs to be verified to become the primary email.
- Edit email - allows you to update the current email address by entering a new one. This replaces an unverified email if no primary email exists or updates the unverified email if a primary email is already present.
- Send password reset email - allows you to send a password reset email. You can share this information with account owners to help them complete the reset, though users can also request password resets themselves.
Login methods - displays information about the social identities linked to the user account, such as Google, Facebook, X, and Apple accounts. Click Remove to unlink any of these identities.
Tip
A customer account can have multiple identities attached. See Authentication: Password, Social, OIDC, and one-time access link for more details.
Additional - links to other social third-party identities set up via OIDC.
Click Remove to unlink any of these identity types from the account.
Account status - allows you to perform the following actions on the account status:
- Disable account - if the user account status is Active , CSRs can turn it to Inactive.
  Enable account - if the user account status is Inactive , CSRs can turn it to Active.
- Request deletion - allows you to initiate account removal for accounts without pending deletion requests. When clicked, this option creates a pending deletion task and displays an "Account deletion pending" label on the page.
  An administrator must approve the request before the customer's account information is permanently deleted. For additional details, see Pending account deletion request.
- Unlock login - allows you to unlock an account if it is blocked due to multiple failed login attempts.
- Session management - allows you to invalidate all active sessions for a user account, logging them out from all devices and browsers where they are currently signed in. This feature is useful when an end user reports security concerns, such as unauthorized access or active sessions on devices they no longer control.

Customer information tab

In the Customer information tab, you can update user profile parameters, including the user's first name, last name, and second last name. See Arc XP Identity Accounts for more details.

If you make a change, click Save in the upper right corner. Your changes show in the Customer details sidebar.

Requests page

The Request page shows a table with deletion requests for user accounts that do not have active subscriptions. The information appears in a table with the following columns:

Status - shows the request status, which can be one of the following:
- Pending - the request has not yet been approved or rejected. Requests can only be approved by your system administrator.
- Ready - an administrator approved the deletion request, and it is ready to be completed.
- Declined - an administrator declined the deletion request.
- Completed - an administrator completed the deletion request, and the accounts were anonymized.
Date requested - shows the date of the request. You can sort the table data in ascending or descending order by clicking the column name.
Request type - shows ANONYMIZE always since all deletion requests are anonymization processes, removing and anonymizing user account data.
Source - shows the method used to initialize a deletion request.
Account name- shows the username for the account.
Email - shows the email linked to the account.
Note - shows any additional note a CSR might enter.

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