Managing customers

Edit a customer’s details

  1. Navigate to the Customers page.

  2. Locate the customer you want to edit, and click the customer’s name.

  3. Select the Details tab, click the Edit icon beside the section you want to update.

  4. Update the customer’s details as needed based on the information provided in the following table.

    Element Description

    Company Name

    The name of the company.

    Contact Name

    The name of the primary contact for the company.

    Contact Phone

    The phone number of the primary contact for the company.

    Contact Extension

    The phone extension of the primary contact for the company, if applicable.

    Contact Email

    The email address of the primary contact for the company.

    Address Line 1/Line 2

    The street address of the company.

    City

    The city in which the company resides.

    State/Province

    The state or province in which the company resides.

    ZIP/Postal Code

    The company’s ZIP/postal code.

    Country

    The country in which the company resides.

  5. Click Save.

  6. Update the customer’s service and account management details as needed based on the information provided in the following table.

    Element Description

    Partner Management

    The reseller that manages the customer account, if applicable.

  7. Click Save.

Managing subscriptions and inventories

Add a subscription

You can add multiple subscriptions to a customer. This can be useful if you want to avoid charging the customer a pro-rated amount for services by updating their inventory, or If you want some subscriptions to renew while others do not.

  1. Navigate to the Customers page.

  2. Locate the customer you want to add a service for, and click the customer’s name.

  3. Select the Subscriptions tab.

  4. Click Add.

  5. Select the subscription.

    1. Select the product you want to add from the list.

    2. If required, provide the email address of a customer representative who can accept the Enterprise Certificate Agreement (ECA).

    3. Click Next.

  6. Set the subscription term.

    1. Specify the term (duration) of the subscription.

    2. (Optional) Select a start date for the subscription.

      You may backdate the subscription start date by up to the length of the selected term minus one day from today. If an earlier start date is chosen, the subscription cost will be prorated accordingly.

    3. Click Next.

  7. Configure the product inventory.

    1. Select the CLM tier for the subscription.

      Selecting a CLM tier will apply the associated CLM features to all certificates issued under the subscription. For more information on CLM tiers and features, select one of the three CLM tiers, and click View Plans & Benefits.

    2. Click Add Products & Services.

    3. Select the product(s) you want to add to the subscription.

    4. Click Apply.

    5. Select the number of certificates (inventory) you want for each added product.

    6. Click Next.

  8. Set the renewal preferences.

    1. Select the renewal term for the subscription based on the information provided in the following table.

      Option Description

      Auto-Renewal

      The subscription will automatically renew at the end of the selected term.

      One-Time Renewal

      The subscription will not automatically renew at the end of the selected term, but you will have the option to enable auto-renewal for the subscription before it expires.

    2. Click Next.

  9. Review the subscription details.

    1. (Optional) Add a Reference ID for your internal tracking.

    2. Review the subscription details, and click Back to make any necessary changes.

  10. Click Confirm & Purchase.

Manage inventory

Subscription inventories are divided into two types:

  • Inventory — This is the inventory available for immediate use under the subscription and will result in a pro-rated charge in the next invoice.

  • Renewal Inventory — This is the inventory that will be available for use when the subscription is renewed.

  • Inventory

  • Renewal Inventory

  1. Navigate to the Customers page.

  2. Locate the customer you want to manage the inventory for, and click the customer’s name.

  3. Select the Subscriptions tab.

  4. Locate the subscription you want to manage, and click the subscription’s name.

  5. On the Subscription Details page, click Add Products & Services.

  6. Update the subscription inventory.

    1. Add new products.

      1. Click Add Products & Services.

      2. Select the product(s) you want to add to the subscription.

      3. Click Apply.

    2. Select the number of certificates (inventory) you want for each product.

    3. Click Next.

  7. Review the subscription details.

    1. (Optional) Add a Reference ID for your internal tracking.

    2. Review the subscription details, and use the Back button to make any necessary changes.

  8. Click Confirm & Purchase.

  1. Navigate to the Customers page.

  2. Locate the customer you want to manage the inventory for, and click the customer’s name.

  3. Select the Subscriptions tab.

  4. Locate the subscription you want to manage, and click the subscription’s name.

  5. On the Subscription Details page, click Actions  Manage Renewal Inventory.

  6. Update the subscription renewal inventory.

    1. Add new products.

      1. Click Add Products & Services

      2. Select the product(s) you want to add to the subscription.

      3. Click Apply.

    2. Select the number of certificates (inventory) you want for each product.

    3. Remove any products you do not want to renew with the subscription.

    4. Click Next.

  7. Review the subscription details.

    1. (Optional) Add a Reference ID for your internal tracking purposes.

    2. Review the subscription details, and click Back to make any necessary changes.

  8. Click Confirm & Purchase.

Suspend a subscription

  1. Navigate to the Customers page.

  2. Locate the customer you want to cancel a subscription for, and click the customer’s name.

  3. Select the Subscriptions tab.

  4. Locate the subscription you want to cancel, and click the subscription’s name.

  5. On the Subscriptions Details page, click Actions  Suspend Subscription.

  6. Click Confirm to suspend the service.

Suspended subscriptions can be reactivated at any time by following the same steps and clicking Enable.

Apply a refund

Refunds can only be processed through the UI for transactions made within the last 30 days. If you have needs outside of this functionality, please contact Sectigo for assistance.

  1. Navigate to the Customers page.

  2. Locate the customer you want to issue a refund for, and click the customer’s name.

  3. Select the Transactions & Refunds tab.

  4. Select the transaction(s) you want to refund, and click Process Refund.

  5. In the Confirm Refund Details dialog, update the number of certificates to refund for each selected certificate order.

  6. Click Process Refund.

Once applied, the refund is visible on the Transaction & Refunds page, as well as in invoices, and in transaction reports for the associated customer.

Delete a customer

Customers can only be deleted if they do not have any active subscriptions.

  1. Navigate to the Customers page.

  2. Locate the customer you want to delete, and click the customer’s name.

  3. In the Actions panel, click Delete Customer.

  4. Click Yes to confirm the deletion.