FAQ.

Find answers to the most frequenty asked questions about the circuly software.

customer support.

What do I do when a customer makes use of the right to revoke and cancel an order before it was fulfilled?

You can cancel and fully refund the order in one step. Find a detailed explanation for cancelling orders here (insert link). If you only want to do a partial refund, you can also do a manual refund. Find an explanation for refunding orders here.

What do I do when customer requests to replace a product?

To replace a product you will need to initiate a product swap first. Find a detailed explanation for swapping products here. The customer will be informed to return the product. When the product has returned, mark the product as “returned” in the return list. Through the product swap a new order will be automatically created. Fulfill the order and start a new subscription. You can find an explanation for starting a new subscription here.

What happens if a product of a customer does not come back within 2 weeks time?

If the product has not returned within 2 weeks time, the customer will automatically receive a mail in this regard. Contact your customer directly to solve this problem and to get your product back. Once the product has returned, progress with marking the product as returned.

A customer was accidentally charged, what can I do to cancel the transaction?

You can make a refund for the order, either a full refund or a partial refund. If you have a running subscription and a recurring payment was charged by mistake, you can also refund the recurring payment in your subscription overview. Find an explanation for refunding orders and subscriptions here.

How can I give my customer a discount on payments?

You have two options for giving your customer a discount on payments. First, you can edit the recurring payments for future payments. Find a detailed explanation for editing the recurring payments here. The second option is to refund a settled recurring payment. Find a detailed explanation on refunding settled recurring payments here.

Where can I check if my customer has received her/his mail?

If you want to check whether your customer has received her/his mail, go to the tab “email history” in the navigation bar. You can then search for the customer name and check whether the mail was sent out. If not, please send us a ticket via the service desk to check this issue. To send out the mail to the customer manually again, go into the order, subscription or transaction of the customer. There you will find in the upper right corner a mail sign. Select the mail you would like to send out again and enter the mail address. Click send and the customer will receive the mail again.

My customer has not paid her/his bill, what can I do?

You can get insights on the payment status of your customer in two ways. You can view the recurring payments in the subscription and check for the payment status “failed” or your customer support will receive an automatic mailing, whenever there were three failed payments trials through our system.
If you want to retry the failed payment again manually, you can follow instructions here. If the payments have failed three times, we recommend you to get in contact with your customer directly to solve the problem.

Customer wants to extend her/his subscription, how do I do that?

You have two options to extend subscriptions. You can either auto-renew the subscription or you can edit the subscription duration. You will find the auto renew button on every subscription page in the upper right corner. Just enable the button and the subscription will be automatically renewed. For a detailed explanation on how to edit the subscription duration manually click here.

Where can I report bugs?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

circuly operations backend.

What is my starting point in the circuly operations backend?

When you login into the operations backend, your first view is of the dashboard. The dashboard provides an overview of things like your active subscriptions, total revenue, new orders and so on. Your first action point (when starting out with circuly) is creating subscriptions for incoming orders. Go to Orders and click on an order in the Order List to create a subscription. See this guided post on How to Create a Subscription.

What is the Order List?

The Order List shows the history of all your orders that came in after connecting your shop system to circuly. Other lists such as the Subscription List shows the history of all subscriptions till date created in the operations backend. The Transaction List shows the entire history of all transactions. At all times, you have access to all information connected to your product, customer, subscriptions and payments.

Can I track an individual product’s history?

As long as you assign unique serial numbers to your products, you can track the entire product history in our operations backend. In circuly we call this Asset Tracking.

Where is my customer data stored?

You are the owner of your customer data. Circuly stores back all data into your shop system as they are the best solution to do so.

Where are order invoices stored?

The invoices are created and stored within circuly (servers GDPR-compliant and in EU). They can be downloaded as CSV (single or in bulk). All invoices are automatically sent out to the respective customer via e-mail.

When can I use tags?

Tags are of great use when you have multiple people with access to the operations backend and want to streamline subscription-related communication. After you’ve come up with an internal way to use tags, you can use it to keep your entire team on the same page and facilitate fast actions.

Can I customise the email templates freely?

You can customise every design related and text related aspect of the email. You can also customise the variables used in the email to some extent. When you click on an email and click on the edit button to edit it, a list of available variables will be displayed on the right side. This list represents the scope of the emails. We recommend you to use only the variables that are in the list of Available Variables.

Can I add more users to the operations backend?

You can add more users by simply going to users in the Admin section in the left dashboard. A User List will be displayed along with a Connect User window. Add the email and select the permission level of the user. The available choice is between Admin and User.

Where can I report bugs?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

What can I do with the To-Do’s page?

Do you use a task manager tool like Asana? circuly’s To-do page works the same way but is specially made for operations related to subscriptions. We encourage you to leverage the capabilities of the To-do page and move away from calendar reminders. This will help you stay in one system and be efficient with your operations.

circuly checkout.

How do I change the currency?

At the moment the currency is hardcoded in our system, so we will make the change for you. Please write us a request via the service desk if you want to change or add currencies.

Can we customise the input fields in the checkout process?

Yes, the input fields can be customised. On top of the standard input fields, you can include text, text area, dropdown, date picker and switch.

If a product in my shop is out of stock, can my customer still proceed to the payment on the checkout page?

Yes and No. If you’ve enabled stock validation at the checkout page then your customer cannot proceed to the payment page. If for some business reason you decide to not enable stock validation on the checkout page, your customers can normally proceed to the payment page. In the end, it’s a business decision. Some customers of ours, have it turned off because they are able to get additional units of the product to supply to their customers.

Where can I report bugs?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

orders.

What does the button "HIDE PROCESSED" do?

At the moment the currency is hardcoded in our system, so we will make the change for you. Please write us a request via the service desk if you want to change or add currencies.

What does the button "MARK COMPLEDTED" do?

Yes, the input fields can be customised. On top of the standard input fields, you can include text, text area, dropdown, date picker and switch.

What does the button "BULK UPDATE" do?

Yes and No. If you’ve enabled stock validation at the checkout page then your customer cannot proceed to the payment page. If for some business reason you decide to not enable stock validation on the checkout page, your customers can normally proceed to the payment page. In the end, it’s a business decision. Some customers of ours, have it turned off because they are able to get additional units of the product to supply to their customers.

How can I get more targetted search results when I'm in the Order List?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

Can you explain all the column headings in the Order List?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

In the order details, there is a number below Order #xxxxxxxx with the title "Original". What is this?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

What does the little email icon in the top right corner do?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

What can be the possible statuses for Payment status under the Information tab in the order details?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

What can be the possible statuses for Order status under the Information tab in the order details?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

What are the different tags?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

What are the different tags?

In the operations backend, go to Service Desk in the left navigation bar and click on the let’s go button. You will be redirected to our service desk. Make sure to read the instructions for bug reporting so that we can solve your problem as soon as possible.

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