Customer Care Portal

The Customer Care portal adds two self-service features to the members area:

Manage — Customers can pause, skip, or cancel a subscription (with optional retention offers). The manage page also shows a list of orders eligible for a refund.
Self-refund — Customers can submit a refund request for eligible orders (one-time purchases or subscription first charges).

Both features are configured per merchant in Merchant settings → Customer care and are completely optional.

Brand-level settings

Before configuring individual merchants, set the brand-wide customer support details in Brand Settings → General under the Customer support section:

Setting	Purpose
Support email	Displayed to customers in error messages (e.g. “Please contact us at support@yourbrand.com”).
Support phone	Optional phone number displayed alongside the support email.
Money-back guarantee (days)	A brand-wide refund window. Orders older than this many days are automatically ineligible for a refund, regardless of per-merchant rules. Set to 0 or leave blank to disable.

These values are stored as brand variables and are accessible in templates as {{ brand.support_email }}, {{ brand.support_phone }}, and {{ brand.mbg_days }}.

When a refund request is denied, the error message automatically includes your support email and phone so customers know how to reach you. Make sure to fill these in.

Enabling Customer Care

Navigate to Merchants and open a merchant configured with Stripe or NMI.
Click the Customer care tab.
Enable the features you want:
- Subscription management — turns on the Manage page for active subscriptions.
- Self-refund — allows customers to request a refund on eligible orders.
Save the merchant.

Subscription management

When enabled, an active subscription card on /members/subscription will show a Manage button. Clicking it opens /members/manage?tx=<transactionId>.

Configure the exit survey reasons and retention offers in the Retention offers tab. The Customer care tab controls the feature toggle; the Retention offers tab controls which offers are shown.

Self-refund — eligibility rules

Eligibility is checked at two levels: Brand level (checked first):

Rule	What it checks
Money-back guarantee (days)	If set and the order is older than this window, it’s automatically ineligible.

Merchant level (checked second):

Rule	What it checks
Max days since purchase	The order must have been placed within N days.
Require not fulfilled	Orders that have already been shipped, fulfilled, or delivered are excluded.
Max order amount	Orders above this dollar threshold are excluded.

If an order passes both levels, a Request refund link appears on its card in /members/orders and in the refund candidates section on /members/manage.

Self-refund — on-request action

When a customer submits a refund request, one of three things happens (your choice):

Action	What happens
Process refund automatically	The refund is applied immediately via the payment gateway. The customer sees a confirmation that the refund will appear in 3–5 business days.
Send email notification	An email is sent to the configured Notification email address with order and customer details. The customer sees a “request received” message.
Create support ticket	A support ticket is created on behalf of the customer. The customer receives the ticket number. This option is only available when the brand has the Tickets module enabled.

Error messages

All customer-facing error messages are friendly and non-technical. When a refund is denied, the message includes your brand’s support contact information automatically:

“The refund window for this order has closed. Please contact us at support@yourbrand.com or call +1 800 555 0100.”

If no support email or phone is configured, it falls back to:

“Please contact our support team.”

The Manage page (`/members/manage`)

The manage page is a multi-step flow. Customers land here from the Manage button on their subscription card. Step 1 — Subscription summary + refund candidates
Shows the product name, current status, and next charge date with a “I want to cancel” action. Below the subscription card, any orders eligible for a refund are displayed with a “Request refund” link. Step 2 — Exit survey
Displays the exit survey reasons configured in the Retention offers tab. The customer selects the reason that applies. Step 3 — Retention offer (optional)
If a retention offer is configured for the selected reason, the customer is shown the offer (discount, pause, or downgrade). They can accept it or proceed to cancel. Step 4 — Outcome
Shows the result: cancelled, offer accepted, or an error.

Refund candidates on the manage page

The manage page automatically shows refund-eligible orders below the subscription card. An order appears in this list when:

refund_eligible is true (merchant rules pass)
The order is not fully refunded
The order is within the brand’s money-back guarantee window (if configured)

Each candidate card displays the order number, date, how many days ago the order was placed, the total amount, and a link to the refund page.

Customising the manage page

The built-in members/manage page is a starting point. You can build a fully custom version using the getManageData() backend function, getOrders(), and the window.ef.customerCare JavaScript API.

<script scope="backend">
  var data = getManageData(query.tx);
  if (!data) { redirect('/members/subscription'); }
  setVariable('manage', data);

  // Refund candidates
  var orders = getOrders('newest', 50);
  var mbgDays = brand.mbg_days || 0;
  var refundOrders = orders.filter(function(o) {
    if (!o.refund_eligible || o.refund.fully_refunded) return false;
    if (mbgDays > 0 && o.days_since_order != null && o.days_since_order >= mbgDays) return false;
    return true;
  });
  setVariable('refund_orders', refundOrders);
</script>

The getManageData() function returns null if the subscription doesn’t exist, doesn’t belong to the current customer, or manage is not enabled on the merchant. Use this to redirect before rendering the page.

The Refund page (`/members/refund`)

The refund page lets a customer submit a refund request for a specific order. They arrive here from the Request refund link on an order card or from the manage page. What the customer sees:

A summary of the order (order number, date, amount).
The refund amount (the full remaining balance — read-only).
A text area for a reason.
A submit button.

Outcome states after submitting:

Outcome	Message shown
Auto refunded	”Your refund has been processed and will appear within 3–5 business days.”
Queued for review	”Your refund request has been received. Our team will review it shortly.”
Ticket created	”A support ticket has been created (#XXXXXXXX). We’ll be in touch soon.”

Customising the refund page

Build a custom page using getRefundEligibility() and window.ef.customerCare.requestRefund():

<script scope="backend">
  var elig = getRefundEligibility(query.order);
  if (!elig or !elig.eligible) { redirect('/members/orders'); }
  setVariable('elig', elig);
</script>

The getRefundEligibility() function returns null if the order is not found, doesn’t belong to the current customer, or is not eligible for a refund. The eligible flag is false when rules are not met (the reasons array describes why).

Brand variables (`brand.*`)

The following brand-level variables are available in all templates:

Variable	Type	Description
`brand.name`	string	Brand display name
`brand.code`	string	Brand code
`brand.currency`	string	Default currency code (e.g. `USD`)
`brand.timezone`	string	Brand timezone (e.g. `America/New_York`)
`brand.support_email`	string	Customer support email (from Brand Settings)
`brand.support_phone`	string	Customer support phone (from Brand Settings)
`brand.mbg_days`	number	Money-back guarantee window in days (0 = disabled)

Use these in your templates:

@if(brand.support_email)
  <p>Need help? Email us at {{ brand.support_email }}</p>
@endif

Template variables reference

`getManageData(transactionId)`

Returns an object (or null):

Field	Type	Description
`manage_enabled`	boolean	Always `true` when returned (null if disabled)
`retention_offers_enabled`	boolean	Whether retention offers are configured
`exit_survey_reasons`	string[]	Exit survey reason keys
`offers`	object[]	Retention offer rules
`subscription`	object	Subscription details (id, status, amount, frequency, etc.)

`getRefundEligibility(orderCode)`

Returns an object (or null):

Field	Type	Description
`eligible`	boolean	Whether the order can be refunded
`reasons`	string[]	Why the order is ineligible (empty when eligible)
`on_request_action`	string	`auto_refund`, `send_email`, or `create_ticket`
`order.conversion_code`	string	Conversion code (use as `order_id` in `requestRefund`)
`order.order_number`	string	Display order number
`order.total`	number	Order total
`order.remaining`	number	Remaining refundable amount
`order.currency`	string	Currency code
`order.created_at`	string	ISO date of purchase

Order fields (from `getOrders()`)

Field	Type	Description
`order.refund_eligible`	boolean	Whether the order passes merchant-level refund rules
`order.conversion_code`	string	Conversion code (use as the order identifier for refund links)
`order.days_since_order`	number \| null	Number of full days since the order was placed
`order.fulfillment_status`	string \| null	Current fulfillment status (e.g. `shipped`, `fulfilled`, `delivered`)

`sub.manage_enabled` (subscriptions list)

The getSubscriptions() function includes manage_enabled on each subscription object. Use this to conditionally show the Manage button:

@if(sub.manage_enabled and sub.status eq 'active')
  <a href="/members/manage?tx={{ sub.original_transaction_id }}">Manage</a>
@endif

Showing refund-eligible orders

Use refund_eligible, days_since_order, and brand.mbg_days together for the most accurate display:

@foreach(order in orders)
  @if(order.refund_eligible and not order.refund.fully_refunded)
    @if(brand.mbg_days lte 0 or order.days_since_order lt brand.mbg_days)
      <a href="/members/refund?order={{ order.conversion_code }}">Request refund</a>
    @endif
  @endif
@endforeach

Get Started

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Integrations

Members Area

Forms & Data

Subscriptions

Emails

Products & Sales

Domains & Customization

Development & Debugging

Frontend Template Engine

Backend Template Engine

CRM

Backend Scripts

Brand-level settings

Enabling Customer Care

Subscription management

Self-refund — eligibility rules

Self-refund — on-request action

Error messages

The Manage page (`/members/manage`)

Refund candidates on the manage page

Customising the manage page

The Refund page (`/members/refund`)

Customising the refund page

Brand variables (`brand.*`)

Template variables reference

`getManageData(transactionId)`

`getRefundEligibility(orderCode)`

Order fields (from `getOrders()`)

`sub.manage_enabled` (subscriptions list)

Showing refund-eligible orders

​Brand-level settings

​Enabling Customer Care

​Subscription management

​Self-refund — eligibility rules

​Self-refund — on-request action

​Error messages

​The Manage page (/members/manage)

​Refund candidates on the manage page

​Customising the manage page

​The Refund page (/members/refund)

​Customising the refund page

​Brand variables (brand.*)

​Template variables reference

​getManageData(transactionId)

​getRefundEligibility(orderCode)

​Order fields (from getOrders())

​sub.manage_enabled (subscriptions list)

​Showing refund-eligible orders

Brand-level settings

Enabling Customer Care

Subscription management

Self-refund — eligibility rules

Self-refund — on-request action

Error messages

The Manage page (`/members/manage`)

Refund candidates on the manage page

Customising the manage page

The Refund page (`/members/refund`)

Customising the refund page

Brand variables (`brand.*`)

Template variables reference

`getManageData(transactionId)`

`getRefundEligibility(orderCode)`

Order fields (from `getOrders()`)

`sub.manage_enabled` (subscriptions list)

Showing refund-eligible orders