Customer Management

This guide explains how to manage customer accounts, including suspending customers when necessary.

Customer Account Status

Customers can have one of two statuses:

Suspending a Customer

Suspension prevents a customer from making new payments. This may be necessary for:

• Fraud prevention
• Compliance requirements
• Chargebacks or disputes
• Policy violations

How to Suspend

1. Navigate to the customer detail view
2. Click the Suspend button
3. Enter a reason for the suspension (required)
4. Click Confirm

Effects of Suspension

When a customer is suspended:

• New payments from their email address are blocked
• New payments from their wallet addresses are blocked
• Existing in-flight payments continue processing
• Subscriptions may be paused or canceled

⚠️ Warning

Suspension affects all merchants, not just one. A suspended customer cannot pay any merchant on the platform.

Unsuspending a Customer

To restore a suspended customer's access:

1. Navigate to the suspended customer's detail view
2. Click the Unsuspend button
3. Enter a reason for unsuspension
4. Click Confirm

The customer immediately regains the ability to make payments.

Audit Trail

All suspension and unsuspension actions are logged:

• User who performed the action
• Timestamp
• Reason provided
• Previous and new status

View the audit trail in the customer's History tab.

Suspension Scope

Email-Based

Suspension by email prevents payments from anyone using that email address, regardless of wallet.

Cross-Merchant

A customer suspended for one merchant issue is suspended for all merchants. Consider this carefully.

Permissions

Best Practices

Before Suspending

1. Verify the customer - Ensure you have the right person
2. Document the reason - Be specific about why suspension is needed
3. Consider alternatives - Is suspension the right response?
4. Check for active payments - Note any in-flight transactions

When to Suspend

Appropriate reasons for suspension:

• Confirmed fraud or abuse
• Compliance requirement (sanctions, regulatory)
• Multiple chargebacks
• Violation of terms of service
• Legal or law enforcement request

When Not to Suspend

Consider alternatives for:

• Single failed payment (use payment review instead)
• Customer complaint or dispute (investigate first)
• Merchant request without documented reason

Documentation

Always document:

• The specific reason for suspension
• Any related ticket or case numbers
• Who authorized the suspension
• What resolution path exists

Common Scenarios

Fraud Prevention

When fraud is detected:

1. Review the evidence
2. Suspend the customer with detailed reason
3. Notify relevant stakeholders
4. Document in the audit trail

Example reason:

Suspended due to confirmed chargeback fraud. Multiple unauthorized
transactions reported. Fraud case #FR-2024-789.

Compliance Requirement

When compliance requires suspension:

1. Get compliance team approval
2. Suspend with compliance reference
3. Follow up on resolution timeline

Example reason:

Compliance hold - pending enhanced due diligence review.
Reference: COMP-2024-456. Contact compliance team for status.

Restoring Access

When restoring a suspended customer:

1. Verify the issue is resolved
2. Get appropriate approval
3. Unsuspend with explanation
4. Notify the customer if appropriate

Example reason:

Suspension lifted - fraud investigation completed, customer cleared.
Merchant confirmed legitimate transactions. Case #FR-2024-789 closed.

Related Topics

• Customer Profile - Customer information
• Internal Notes - Documenting actions
• Reviewing Payments - Payment-level actions