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Support & FAQs｜Customers

Profile creation & matching

  1. How are customer profiles created in Subotiz? 
    Profiles are created automatically during checkout or via API when a valid identifier is provided, such as an email or external customer ID. If only a Subotiz Customer ID is passed and no existing profile matches it, the system will not create a new one.
 
  1. What identifiers are used to match existing customers?
    When matching existing profiles, Subotiz checks identifiers in the following order:
    • Subotiz Customer ID
    • External Customer ID
    • Email address
    • A new profile is created only if no match is found.
 
  1. Can I create a customer profile manually via API? 
    Yes. You can create a profile programmatically if you include a valid email or external customer ID in the request. Without a valid identifier, the system will not create a new profile.
 
  1. What happens if duplicate profiles are created? 
    Subotiz’s matching logic minimizes duplicates. If inconsistent identifiers are used (e.g., different emails), separate profiles will be created.
 

Customer types & upgrades

  1. What is the difference between a Customer and a Guest?
    • Customer: Created when the cart includes at least one subscription product.
    • Guest: Created when the cart includes only one-time purchases.
 
  1. Can guest profiles be upgraded to customers? 
    Yes. If a guest later purchases a subscription using the same identifier, the profile is automatically upgraded to Customer type.
 

Customer data & information sources

  1. What information is stored in a customer profile? 
    Name, email, type, Customer ID, External Customer ID (if any), creation date, linked subscriptions, and invoice/refund history.
 
  1. Where does Subotiz get customer details during profile creation?
    • Name: From the payment method (e.g., credit card, PayPal).
    • Email: From the checkout form or API request.
    • Phone/Address: Optional, from checkout or API.
    • Metadata: Optional, via API.
 
  1. Are customer’s names and emails editable? 
    If a profile is matched via Subotiz Customer ID, the name and email fields become read-only during checkout. Updates must be made in the linked system.
 

Viewing & managing records

  1. How can I find a specific customer in the admin? 
    Go to Customers in the admin. Search by exact email, Customer ID, or External Customer ID, or filter by Type (Customer or Guest) to narrow the list.
 
  1. Can I view all subscriptions and invoices for a customer? 
    Yes. Open the customer profile to see all linked subscriptions, invoices, and refunds. Click the Subscription ID or Invoice ID to open full details.
 
  1. What’s the best way to keep customer data consistent? 
    Encourage customers to use the same email or identifier for all purchases. Always start from the customer profile when reviewing billing or support cases to avoid creating duplicate records.
 
  1. What does Email subscription mean in the Customers list? 
    The Email subscription field shows whether a customer has agreed to receive marketing or system emails. You can view or filter this status directly in the Customers page. Merchants can update or sync subscription preferences through their connected email service.