Let Customer Portal take care of your customer support!
With SamCart’s Customer Portal, you can cut out hours of customer support work. This tool gives your customers the ability to manage their own payment information and subscriptions, as well as to view their payment history and download invoices, so that you can focus on selling.
Read more to learn how to edit your Customer Portal as well as the customer flow of account cancellations and card updates!
The Customer Portal exists as an app in SamCart's App Marketplace. To get started, head over to the Apps tab in the left-hand marketplace navigation bar to and search for the Customer Portal. Click Open App to access your Customer Portal settings!
Customer Portal Settings
At the top of the Customer Portal settings page you will find your portal's unique Login URL and the Email Button in the Basic Settings section:
Login URL is the URL that your customers can use to access Customer Portal.
Email Button lets your customers access Customer Portal even quicker via product emails they receive. This setting is On by default.
In the Subscription Settings section, you can choose to give your customers the option to cancel their subscription within the Customer Portal. By default, the Self Cancellation feature will be set to Off. To allow customers the option to cancel, switch the toggle to On.
Your Brand Logo that will appear in the Customer Portal will be the logo that is uploaded in your General Marketplace Settings. To edit your logo, you can either click the General option on the left-hand column or click on the hyperlink found in the Brand Logo section:
In the Contact Page Settings section you will be able to edit what items appear on your Contact Us page within the Customer Portal:
Selecting the Marketplace Address box will display the address that is added in the Marketplace Address section in the General Settings page.
Selecting the Support Email Address box will display the email address that is added in the Support Contact field in the General Settings page.
In the Social Links section you can add social media links that you would like to appear on your Contact Us page. If uploading any links to this section, make sure to include the full URL, including the “https://”.
Here is an example of what the Customer Portal will look like to customers:
Customer Portal User Flow
Logging In
Every subscription-based customer will have two ways to log in to the Customer Portal: either through the Customer Portal Login URL or through applicable emails.
When logging in through the Customer Portal Login URL, your customers will need to enter the email associated with their subscription order.
After clicking the Send Access Link button, the customer will receive an email with a unique link that will give them access to the Customer Portal:
Another option to grant customers access to your Customer Portal is via product emails when the Email Button setting is on. Alternatively, you can manually send a Customer Portal Login Email.
To do so, navigate to the Subscriptions tab in the left-hand marketplace navigation bar. Locate the subscription that you would like to send the Customer Portal login email to, and click on the Subscription ID. This will take you to the customer's subscription page.
At the top of the Subscription Summary page, click on the Send Customer Hub Login Email button to have an email with a unique link sent to your customer’s email on file.
The email will look similar to the email customers receive when manually requesting the access link from the Customer Portal Login URL.
Payment History
Within the Customer Portal, customers will be able to view is their Payment History!
This section contains a table that displays the history of transactions between the customer and marketplace.
This table has four sortable columns: Date, Price, Order ID, and Status, as well as the ability to access invoices.
Cancelling a Subscription Inside the Customer Portal
If the Self-Cancellation toggle is set to On in your Marketplace, customers will see an option to cancel their subscription by clicking on the following button:
After clicking the cancellation button, the following popup will appear asking the customer to confirm the cancellation:
Clicking on the Confirm button will immediately cancel the customer’s subscription and they will no longer be billed for that existing subscription.
A refund will not be issued for any subscription charges through the customer portal.
While in the Subscriptions tab, customers will also be shown if any of their subscriptions have had a failed charge.
Learn more about this process here: Subscription Saver (Dunning)
Updating Credit Card on File
For active subscriptions, your customers will also be able to update the card associated with their subscription! To do this, they will just want to click the Update Credit Card button on the subscription they would like to update the card for. When clicking the following button to update their card, your customer will be emailed a separate link that directs them to update their payment information.
Frequently Asked Questions
Q: How long are the links to the Customer Portal valid for?
A: When generated, a link to log in to the Customer Portal will be active for one hour. If the link is not clicked within an hour, it will simply redirect the Customer to the Customer Portal Login page to generate another link. After the link has been clicked, the link will become invalid and also redirect the Customer to the Customer Portal Login.
Q: How long can a customer be logged into the Customer Portal?
A: When a customer is logged into the Customer Portal, each session within the Customer Portal will be valid for 30 minutes.
Q: Can I edit the Customer Portal Login URL?
A: At this time, the Customer Portal Login URL cannot be edited.
Q: A customer purchased a subscription with a free trial period. This is not showing up in the Payment History section of the Customer Portal. Why?
A: With one exception (paying $0 for a pay-what-you-want product), the payment history is meant to reflect payments made by a customer to a marketplace. If no money has changed hands, nothing is reflected in the Payment History. Check the Subscriptions tab in Customer Portal to see when the first payment will occur.