> For the complete documentation index, see [llms.txt](https://guides.paynow.gg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.paynow.gg/customers/managing-customers.md).

# Managing Customers

Everything about one person comes together on the customer detail page. If you handle support, this is where you'll live.

*Dashboard → Content → Customers → (a customer). Needs `customer_read`.*

## Header

| Field             | What it is                                                                  |
| ----------------- | --------------------------------------------------------------------------- |
| **Profile**       | Username and profile link, where available.                                 |
| **External ID**   | Platform-specific identifier: **SteamID64** in Rust, **UUID** in Minecraft. |
| **First Seen At** | When they first appeared on your store.                                     |

### Stats

| Stat                           | What it means                                              |
| ------------------------------ | ---------------------------------------------------------- |
| **Total Spent in Store (Net)** | Total spend after fees and refunds.                        |
| **MRR**                        | Monthly recurring revenue from their active subscriptions. |
| **Total Payments**             | Count of completed payments.                               |
| **Active Subscriptions**       | How many subscriptions they currently hold.                |

Read these before answering a complaint: a long-tenured customer with real MRR and someone disputing their first $2.99 deserve different answers.

### Actions

Three buttons: **Ban**, **Manage Tokens** and **Edit Customer**. Ban stops them purchasing and is covered below. Edit Customer updates their **name** and **platform ID** (SteamID64, UUID), which is how you correct a mistyped one.

<figure><img src="/files/h8mrvqo6AvFebfETqO8a" alt="A customer detail page showing profile, external ID, and the stats row."><figcaption></figcaption></figure>

## Inventory

Everything the customer owns or previously owned, active and expired, one-time and subscription. Inventory is about access; [Orders](/orders-and-subscriptions/orders.md) is about transactions. An expired package shows as **Expired** here while the original order stays in Orders permanently. "Do they still have VIP?" is answered here.

**Assign Product** manually grants a product. For many customers at once, use [Bulk Assigning Products](/products/bulk-assigning-products.md).

### Package action buttons

Which buttons appear depends on the package's state.

| Button           | What it does                                                                                                                       |
| ---------------- | ---------------------------------------------------------------------------------------------------------------------------------- |
| **Discord**      | Opens the Discord Linking UI so you can attach a Discord User ID to that inventory item.                                           |
| **Info (ℹ️)**    | Opens the Command UI: every command tied to the package, which game server it ran on, the exact command, and its execution status. |
| **Revoke (red)** | Removes the active item, taking away access.                                                                                       |

Reach for **Info** before you go looking at server logs.

**Revoking runs the product's On Expire stage.** It is the expiry path, triggered by hand, so whatever you configured to happen on expiry is what happens on revoke. See [Commands & Placeholders](/integrations-and-commands/commands.md).

{% hint style="warning" %}
**Revoke has two limits, and both follow from that.** An already-expired package can't be revoked; the button is gone, because the expiry already ran. And a non-expiring package can only be revoked if it has an **On Expiry Action** set, since without one there is nothing for revoke to run.
{% endhint %}

## Orders

Every order this customer has placed: **Order ID**, **Product Name**, **Price**, **Status** and **Date**. Statuses are **Created**, **Completed** and **Chargeback**. Filter with the control in the top right; click any order for the full breakdown in [Orders](/orders-and-subscriptions/orders.md).

## Subscriptions

All subscriptions, active and cancelled: **Subscription ID**, **Product**, **Amount**, **Status**, **Billing Period** and **Created**. Filter by **Active**, **Canceled** or **Created**; click through for detail in [Subscriptions](/orders-and-subscriptions/subscriptions.md).

## Metadata

Key-value pairs attached to the customer, for integrations, custom commands and tracking. Most often used to link external accounts like Discord.

| Field     | Example                        |
| --------- | ------------------------------ |
| **Key**   | `DiscordID`, `DiscordUsername` |
| **Value** | The corresponding data         |

Click **Add Field** to add one. To remove a field, clear both Key and Value and press **Update**. There is no delete button.

## Banning a customer

1. On the customer page, click **Ban**.
2. Enter a **reason**, internal only and never shown to the customer.
3. Optionally set an **expiration date**. Leave blank for a permanent ban.
4. Choose the **identity type** to ban:

| Identity          | Bans                              | Notes                                                                                               |
| ----------------- | --------------------------------- | --------------------------------------------------------------------------------------------------- |
| **Customer**      | The specific account              | The usual choice.                                                                                   |
| **Customer Name** | Anyone using that name            | **Not recommended.** Names change, so this both misses the target and catches innocent people.      |
| **Steam ID**      | Their Steam account               | Strong. Survives name changes.                                                                      |
| **IP Address**    | Everyone on that IP               | Use sparingly. Shared and dynamic IPs catch bystanders.                                             |
| **Payment Email** | The email on their payment method | Stops them making a new account and paying with the same card. Works across all payment processors. |

5. Click **Create**. Use **Add Identity** to ban several identifiers at once.

A large red banner then appears at the top of their page with the ban ID and a **View Ban** button.

{% hint style="danger" %}
**Banning stops future purchases. It does not remove existing ones.** A banned customer keeps everything they already bought unless you revoke it from their Inventory. A chargeback needs two actions: ban them, and revoke the item. Doing only the first leaves them with the goods and none of the cost.
{% endhint %}

### Viewing, updating or removing a ban

Click **View Ban** in the red banner. In **Edit Ban** you can update the reason, expiration and identities, or click **Unban**. Bans with an expiration date lift automatically. More in [Bans](/customers/bans.md).