# Managing customer care reason codes

Source: https://docs.arcxp.com/en/products/subscriptions/managing-subscriptions-settings/managing-customer-care-reason-codes.html

Use the Customer care reason codes page in Subscription Settings to define the reasons your customer service representatives (CSRs) track and report on customer actions, such as subscription termination or refunds.

These codes appear in a drop-down menu for your CSRs when they enter the Activity page after searching for a customer. Without these codes, your CSRs must input reasons manually, which might impact response time.

You can have up to 40 codes active at a time

## Scenario: Setting a code to track duplicate subscriptions

As a news organization administrator, you want to track refunds related to customers who maintain multiple subscriptions.

You create a new reason code, `Has another subscription`, to categorize this type of refund.

After you set this code, your CSRs can track and report these refunds, allowing you to make better business decisions.

## Procedures

## Setting customer care reason codes

To set your customer care reason codes, complete the following:

1. Navigate to **Subscriptions** \> **Settings** \> **General** \> **Customer care reason codes**.
2. Click **Create reason code**. The Create reason code window opens.
3. Enter a **Code** and a **Description** of less than 60 characters.  
NoteYou _cannot_ edit a **Code**, only the **Description** associated with it.
4. Click **Save code**.

The new code and reason appear as **Active** in the Customer care reason codes page.

## Deactivating a customer care reason code

To deactivate an active code:

1. Navigate to **Subscriptions** \> **Settings** \> **General** \> **Customer care reason codes**.
2. Click the ellipsis icon ![icon_ellipsis.png](https://docs.arcxp.com/images/learning-center/image/img-36e988534106c557aab2119deabbbed2.png) next to your desired **Active** code.
3. Select **Set as inactive**.

The code shows an **Inactive** status in the main Customer care reason codes page.

## Editing a customer care reason code

You cannot edit the code, but you can edit their description, in case you need to change the actions your CSRs perform when using it. To edit the code description:

1. Navigate to **Subscriptions** \> **Settings** \> **General** \> **Customer care reason codes**.
2. Click the ellipsis icon ![icon_ellipsis.png](https://docs.arcxp.com/images/learning-center/image/img-36e988534106c557aab2119deabbbed2.png) next to your desired code > **Edit**. The Edit code description window opens.
3. Enter a new description.
4. Click **Save**. Your code updates accordingly.