Firmhouse

Bob Jansen

Jeroen Roosenboom

Veronika Tolpeeva

What you need to know once you are live and running your business with us. 

Running your business through Firmhouse

Using the Customers overview to monitor and find subscriptions

Searching for customers

What information you can find on the Customer detail page & how to use it

Viewing customer details

How to Permanently Delete a Customer's Personal Data

Deleting customer data

Delete the customer or handle GDPR data removal requests

Subscription removal

Cancellation Feedback and Prevention Flows

Control what happens when customers cancel their subscription

Plan-Level Cancellation Strategies

Learn how to access customer details and how to update or cancel subscriptions.

Managing customers and their subscriptions

If you receive customer support questions about emails not received, check for instance the customer's email address

What to do when customers don't receive your emails?

Change a customers active products as part of a plan change or if you're selling add-on products

Add or remove products from a customer

Change the active plan of a subscription

Cancelling a subscription

For order-based subscriptions, it's possible to update the interval when your customer gets the product shipped.

Change customer order interval

How to change the price of a product and what are the effects on subscriptions

Change product prices

Michiel Sikkes

Modifying a customer's subscription

Recurring charges with iDeal, Bancontact, SOFORT/Klarna

Ensure product returns & collect payments before cancelling a subscription

Two-step Cancellation Flow

Issuing refunds

How to apply discounts and create discount codes

Giving discounts to your customers

What triggers a payment date versus an invoice date

Payment and Invoice Date Triggers

When your customer needs to be manually invoiced for outstanding payments

Invoice payment links

How can customers update their payment method?

Update a customer's payment method

Generating a Manual Payment

Crediting invoices

Easily mark invoices as paid for payments made outside the Firmhouse platform.

Mark Invoices Paid for External Transactions

Payments and billing

Sharing quick product shots of what SSC 1.5 will be like

Introducing SSC 1.5: A Fresh Look for Your Store

Yasen Tomov

Learn how your customers can manage their subscription and account.

Customer Account Portal

Paying for (outstanding) invoices via payment links

How different Invoices look to Subscribers in the Self Service Center

Common features and actions

Learn how customers can change the quantity of products for their upcoming order

Changing the quantity of a product

Pause and resume a subscription on Firmhouse

Pausing and resuming subscriptions

Snoozing and skipping orders

Order-based product subscription

Give your customers the possibility to share a unique discount code with their friends, so that they both benefit.

Referrals [Alpha]

Add flare to the referral elements in the Self-Service Center

Customize referrals

Referrals

An overview of payment dunning options and emails for failed payments

Overview of payment dunning options

What happens when a customer is marked as Non Paying?

What happens when a customer's payment fails?!

Learn how to set up an email that automatically reminds your non-paying customers of their outstanding invoices.

Reminding your non-paying customers of their outstanding invoices

Disable automatic charging of non-paying customers

Dealing with and preventing failed payments and outstanding invoices

Failed payments and dunning

Generating reports of your data

Outstanding invoices on date

Generate reports of all outstanding invoices

Outstanding Invoices

KPIs and Cohort analyses to see how your business performs

Metrics Dashboard

Downloading reports and exports from Firmhouse

Reports and Exports

Introduction to Service Channels

BCC a Service Channel on every email

Use distributors, retail stores, and other service providers to sell and service your products

Sell through Service Channels

Changing your password in Firmhouse

This article shows you how to retrieve your authentication code.

Entering your Two Factor Authentication code

Steps to take when removing your project from the Firmhouse platform

Platform offboarding

What to do when you stop offering via Firmhouse

Checklist: Stopping Your Product or Ending Subscriptions with Firmhouse

Everything you need to know to get started on the Firmhouse platform

Login and account questions

Allow customers to sign up with a discount

Managing discount codes

Learn how to configure how discounts apply to products

Customizing discounts per product

Disable discount on initial authorization-only payments

Set up a Referral program with ReferralCandy

Discover the promotion options you can leverage at checkout with Shopify Native.

Supported checkout promotions with Shopify Native Checkout

Discounts and discount codes

Introduction to Asset tracking

Manage, monitor, and assign physical products to customers. Currently in limited access. 

Asset tracking

Adding, updating and deleting assets

Uploading an image for an asset

Assigning assets to customers

Managing assets

Adding, editing, and deleting custom asset fields

Editing the values of custom fields on assets

Custom asset fields

Everything to know about recurring billing, invoicing and order generation

How recurring payments and orders work

How to edit & send out emails containing a shipment's Track & Trace code to customers

Sending out Track and Trace emails to customers

How to find a customer's Track & Trace code

Learn how how to manage orders and ship products to customers.

Orders, fulfilment, and logistics

Introduction to Returns

Send out periodic reminders for customers that haven't returned their device yet.

Remind people to return their product after cancelling

Learn how to view and edit Returns Orders

Manage Return Orders

Return Orders

How to manage team member access to your project.

Manage team members access to your Firmhouse project

Available user roles

Team members and user management

Find answers and get help from Intercom Support and Community Experts

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