# RevCent Customer Portals Overview This document gives a general overview of Customer Portals in RevCent. It is not MCP-specific. It explains what Customer Portals are, why they matter for ecommerce businesses, what customers can do inside them, and what needs to be configured before a Customer Portal can be created and used. Sources: - RevCent Knowledge Base: [Customer Portal](https://kb.revcent.com/en/customer/customer-portal) - RevCent API operation details for `CreateCustomerPortal` --- ## What Is a Customer Portal? A Customer Portal is a customer-facing self-service portal connected to RevCent customer data. It gives customers a secure way to access and manage parts of their relationship with the business, depending on the permissions configured by the merchant. A Customer Portal can help customers manage actions such as: - Confirming portal registration - Resetting passwords - Updating contact information - Adding credit cards - Removing credit cards - Setting a default credit card - Updating shipping information - Renewing subscriptions - Re-activating subscriptions - Suspending subscriptions - Cancelling subscriptions - Expiring trials - Cancelling trials - Paying failed renewals or failed trial expirations The exact actions available depend on the Customer Portal permissions configured by the business. --- ## Why Customer Portals Matter Customer Portals are valuable because they let customers handle common account, billing, subscription, and payment tasks without needing to contact support. For ecommerce businesses, this can help: - Reduce support tickets - Improve customer experience - Give customers secure self-service access - Support subscription management - Support trial management - Support payment method updates - Support decline salvage and payment recovery - Improve customer retention - Let customers keep contact and shipping details accurate - Make stored customer data more useful - Improve lifecycle automation by keeping customer records current A Customer Portal turns RevCent customer data into a customer-facing experience. Instead of customer data only being used internally, the customer can interact with appropriate parts of their own account through a controlled portal experience. --- --- # Customer Portal Use Cases and Customer Self-Service Benefits A Customer Portal is most valuable when it gives a RevCent user’s customers a simple, secure place to handle common account, billing, subscription, trial, and payment tasks themselves. For ecommerce customers, self-service matters because it reduces friction. Instead of waiting for a support reply, a customer can log into the portal and complete the action they need, when the portal permissions allow it. Conceptually: ```text Customer has a need ↓ Customer logs into Customer Portal ↓ Customer completes approved self-service action ↓ RevCent customer record/payment/subscription data is updated ↓ Support workload decreases and customer experience improves ``` --- ## Why Self-Service Benefits Customers Customer Portals benefit a RevCent user’s customers by giving them more control over their account. Customer benefits include: - Faster account access - Less need to contact support - Ability to update payment methods securely - Ability to update contact information - Ability to update shipping information - Ability to manage subscriptions when enabled - Ability to manage trials when enabled - Ability to recover failed payments or salvage transactions when enabled - Easier password reset and account confirmation - A more professional customer-facing account experience This creates a smoother customer experience because common tasks can be handled directly by the customer. --- ## Why Self-Service Benefits RevCent Users Customer Portals also benefit the RevCent user operating the ecommerce business. Business benefits include: - Fewer repetitive support tickets - Better customer data quality - Fewer failed renewals caused by outdated payment methods - More successful payment recovery - Better subscription retention - More efficient customer service workflows - Better customer trust through secure self-service - More complete customer lifecycle management - Less manual handling of routine account changes - More scalable support operations The portal helps shift routine customer tasks away from manual support and into a secure, controlled customer self-service flow. --- # Practical Customer Portal Use Cases ## 1. Payment Method Updates One of the most important Customer Portal use cases is allowing customers to update payment methods. A customer may need to update payment information because: - Their card expired - Their card was replaced - Their subscription renewal failed - Their trial expiration billing failed - Their default card is no longer valid - They want to use a different payment method - A recovery workflow directed them to update payment details Example flow: ```text Customer payment fails ↓ Customer receives email, support message, or AI Voice Agent call ↓ Customer opens Customer Portal ↓ Customer adds a new card ↓ Customer sets it as default ↓ Revenue recovery or renewal workflow can continue ``` Customer benefit: ```text The customer can fix the payment issue securely without waiting for support. ``` Business benefit: ```text The business has a better chance of recovering declined revenue and keeping subscriptions active. ``` Relevant permissions: ```text credit_card_add credit_card_remove credit_card_set_default ``` --- ## 2. Subscription Self-Service Customer Portals can let customers manage subscription actions when the business enables those permissions. Possible subscription actions include: - Renewing a subscription - Re-activating a subscription - Suspending a subscription - Cancelling a subscription Example flow: ```text Customer wants to manage subscription ↓ Customer logs into portal ↓ Customer chooses allowed subscription action ↓ RevCent subscription state updates ``` Customer benefit: ```text The customer can manage their subscription without waiting for a support agent. ``` Business benefit: ```text The business reduces subscription-related support requests and can create clearer customer lifecycle workflows. ``` Relevant permissions: ```text subscription_renew subscription_activate subscription_suspend subscription_cancel ``` Important: A business should only enable the subscription actions it truly wants customers to perform. For example, if customers should not be able to cancel directly, `subscription_cancel` should remain disabled. --- ## 3. Trial Management Customer Portals can support trial-related self-service when enabled. Possible trial actions include: - Expiring a trial - Cancelling a trial Example flow: ```text Customer is in trial ↓ Customer logs into portal ↓ Customer manages trial action ↓ Trial state updates in RevCent ``` Customer benefit: ```text The customer has a clearer way to manage their trial experience. ``` Business benefit: ```text The business can reduce trial-related support requests and create more consistent trial lifecycle management. ``` Relevant permissions: ```text trial_expire trial_cancel ``` --- ## 4. Overdue Renewal, Trial Expiration, and Failed Payment Recovery Customer Portals can be part of decline salvage and failed payment recovery. When a payment fails, the goal is often to help the customer complete the payment or update the payment method as quickly as possible. Example flow: ```text Subscription renewal declines ↓ Customer enters Payment Recovery workflow ↓ Customer receives portal link ↓ Customer updates payment method or pays an failed renewal/failed trial expiration ↓ Payment recovery continues ``` Customer benefit: ```text The customer has a direct path to resolve the payment problem. ``` Business benefit: ```text The business can recover revenue that may otherwise be lost. ``` Relevant permissions: ```text credit_card_add credit_card_set_default salvage_transaction_process ``` This makes the Customer Portal more than an account page. It can become part of the ecommerce revenue recovery system. --- ## 5. Shipping Information Updates A Customer Portal can allow customers to modify shipping information when enabled. Example flow: ```text Customer notices shipping address is outdated ↓ Customer logs into portal ↓ Customer updates ship-to information ↓ Shipping data in RevCent is more accurate ``` Customer benefit: ```text The customer can correct shipping information without contacting support. ``` Business benefit: ```text The business can reduce failed deliveries, shipment issues, and address-related support requests. ``` Relevant permission: ```text shipping_modify_ship_to ``` --- ## 6. Contact Information Updates Customers may need to update their own contact details. Examples: - Email address - Phone number - Address - Name/company details, depending on configuration Example flow: ```text Customer changes contact information ↓ Customer logs into portal ↓ Customer updates contact details ↓ RevCent customer record becomes more accurate ``` Customer benefit: ```text The customer can keep their account information current. ``` Business benefit: ```text Better customer data improves support, billing, shipping, reporting, AI workflows, and customer engagement. ``` Relevant permission: ```text contact_modify ``` --- ## 7. Password Reset and Account Access Customer Portals support password reset emails using an email code. The password reset email must include: ```handlebars {{email_code}} ``` Example flow: ```text Customer forgets password ↓ Customer requests reset ↓ Portal sends password reset email ↓ Customer uses email code ↓ Customer regains account access ``` Customer benefit: ```text The customer can recover access without needing manual support intervention. ``` Business benefit: ```text Support teams receive fewer password reset requests. ``` --- ## 8. Account Confirmation and Secure Registration Customer Portals support account confirmation emails using an email code. The account confirmation email must include: ```handlebars {{email_code}} ``` Example flow: ```text Customer registers ↓ reCAPTCHA helps prevent bot abuse ↓ Portal sends confirmation email ↓ Customer confirms using email code ↓ Customer can access portal ``` Customer benefit: ```text The customer receives a clear registration and confirmation flow. ``` Business benefit: ```text The business gets a more secure and controlled customer portal registration process. ``` --- ## 9. Customer Support Deflection A Customer Portal can reduce support tickets by letting customers complete routine actions themselves. Common support questions that can be reduced: ```text Can I update my card? Can I change my shipping address? Can I reset my password? Can I renew my subscription? Can I cancel my subscription? Can I update my account information? Can I fix my failed payment? ``` Customer benefit: ```text The customer gets faster resolution. ``` Business benefit: ```text Support teams spend less time on repetitive tasks and more time on complex customer issues. ``` --- ## 10. AI and Voice Agent Assisted Self-Service Customer Portals can work alongside AI Assistants and AI Voice Agents. Example with AI Voice Agent: ```text AI Voice Agent calls customer about failed payment ↓ Agent explains the issue ↓ Agent directs customer to the Customer Portal ↓ Customer securely updates payment method ``` Example with AI Assistant: ```text AI Assistant identifies customers with failed renewals ↓ Email Template sends Customer Portal link ↓ Customer updates payment method ↓ Recovery workflow continues ``` Customer benefit: ```text The customer receives guidance and a secure place to complete the needed action. ``` Business benefit: ```text AI workflows become more actionable because the portal provides the customer-facing destination for resolution. ``` --- # Customer Portal Use Case Matrix | Use Case | Customer Benefit | Business Benefit | Relevant Permissions | |---|---|---|---| | Update payment method | Fix billing issue quickly. | Recover failed payments and reduce support. | `credit_card_add`, `credit_card_set_default` | | Remove old card | Keep payment methods current. | Cleaner customer card records. | `credit_card_remove` | | Set default card | Control which card is used. | Better renewal/payment continuity. | `credit_card_set_default` | | Renew subscription | Continue service without support. | Retain recurring revenue. | `subscription_renew` | | Reactivate subscription | Restore service easily. | Recover subscription revenue. | `subscription_activate` | | Suspend subscription | Pause service when allowed. | Reduce cancellation pressure. | `subscription_suspend` | | Cancel subscription | Self-manage cancellation when allowed. | Reduce cancellation-related support. | `subscription_cancel` | | Manage trial | Control trial lifecycle. | Reduce trial support requests. | `trial_expire`, `trial_cancel` | | Pay failed renewal/failed trial expiration | Resolve an failed renewal or failed trial expiration. | Recover failed renewal or failed trial expiration revenue. | `salvage_transaction_process` | | Update shipping | Correct fulfillment details. | Reduce shipping issues. | `shipping_modify_ship_to` | | Update contact info | Keep account details accurate. | Improve customer data quality. | `contact_modify` | | Reset password | Regain account access. | Reduce password-reset support. | Customer email settings | | Confirm account | Complete secure registration. | More controlled portal access. | Customer email settings + reCAPTCHA | --- # The Portal as a Customer Self-Service Layer The Customer Portal should be thought of as a customer self-service layer connected to RevCent. It gives the customer a secure place to act on the same customer lifecycle events the business already tracks in RevCent. Examples: ```text Failed payment → Customer updates card in portal Subscription issue → Customer manages subscription in portal Trial issue → Customer manages trial or pays trial expiration balance in portal Shipping issue → Customer updates ship-to details in portal Account issue → Customer updates contact info or resets password ``` This helps create a more complete customer experience because RevCent is not only storing customer data internally. It can also let the customer interact with that data through a controlled, permission-based portal. # Customer Portals and RevCent Customer Data RevCent stores customers, purchase behavior, subscriptions, trials, customer cards, shipping details, and related ecommerce activity. A Customer Portal can expose selected customer actions around that data. Conceptually: ```text Customer data in RevCent ↓ Customer Portal permissions determine allowed actions ↓ Customer logs in securely ↓ Customer performs approved self-service actions ↓ RevCent customer/payment/subscription records stay more current ``` This makes the Customer Portal a bridge between the customer and their RevCent account data. --- # Required Setup Before Creating a Customer Portal Before a Customer Portal can be created and used, certain requirements must already be in place. The `CreateCustomerPortal` operation requires: - Customer Portal name - Tracking domain - reCAPTCHA settings - SMTP Profile - Customer confirmation and password reset emails The operation documentation also notes that an SMTP Profile, tracking domain, and reCAPTCHA must have been previously set up before creating a Customer Portal. --- ## Required: DNS-Ready Tracking Domain A Customer Portal requires a tracking domain. The tracking domain must be fully set up and have an active SSL certificate before it is used in the portal. This means the domain should be DNS-ready before creating or enabling the Customer Portal. A DNS-ready tracking domain should have its DNS records configured correctly and should be ready to serve traffic securely over HTTPS. Conceptually: ```text Tracking domain created ↓ DNS records configured ↓ DNS initialization completed ↓ SSL initialized and active ↓ Tracking domain is ready for Customer Portal use ``` This is important because the Customer Portal is customer-facing. Customers need to access it through a secure domain. --- ## Why the Tracking Domain Matters The tracking domain is important because it connects the Customer Portal to the customer-facing domain experience. The `CreateCustomerPortal` operation notes that the portal can be embedded as an iframe on the merchant’s own website when properly configured with the same associated tracking domain. This means the tracking domain is not just a technical setting. It helps connect the portal experience to the merchant’s website/domain. The tracking domain should be: - Already created - DNS ready - SSL active - Associated with the intended portal domain - Appropriate for customer-facing use Do not create a Customer Portal against a tracking domain that is not DNS/SSL ready. --- ## Required: SMTP Profile A Customer Portal requires an SMTP Profile. The SMTP Profile is used to send portal-related customer emails, such as: - Account confirmation emails - Password reset emails This is essential because customers need email-based codes for portal registration and password reset flows. The sender address used in portal emails should match the email used in the SMTP Profile to avoid delivery or configuration issues. --- ## Required: reCAPTCHA A Customer Portal requires reCAPTCHA settings. The operation specifically references reCAPTCHA v2 “I’m Not A Robot” keys. Required reCAPTCHA values: - Site key - Secret key reCAPTCHA helps prevent bots from registering for or abusing the portal. Because the portal is customer-facing, bot prevention is important for account security, abuse prevention, and operational quality. --- # Secure Registration Customer Portals support secure registration flows. Registration should be protected by reCAPTCHA and confirmation email behavior. A typical registration concept: ```text Customer visits portal ↓ Customer registers or confirms identity ↓ reCAPTCHA helps prevent bot registration ↓ Portal sends confirmation email ↓ Customer uses email code to confirm registration ↓ Customer can access allowed portal actions ``` The portal confirmation email must include the required email code placeholder: ```handlebars {{email_code}} ``` The customer needs that code to confirm registration. --- # Password Reset Customer Portals also support password reset emails. Password reset email templates must also include: ```handlebars {{email_code}} ``` The customer needs this code to reset their password. This makes the customer email configuration critical. If the password reset email does not include the email code, the customer may not be able to complete password reset. --- # Customer Portal Emails Customer Portals include customizable emails for: - Customer account confirmation - Customer account password reset Each email type can include: - CC addresses - BCC addresses - From address - From name - Subject - HTML template The `from` address is required for each email type and should match the email used in the SMTP Profile. --- ## Account Confirmation Email The customer account confirmation email is sent when a customer registers or needs to confirm access. It should include: ```handlebars {{email_code}} ``` Example purpose: ```text Send a confirmation code so the customer can confirm portal registration. ``` --- ## Password Reset Email The customer account password reset email is sent when a customer requests a password reset. It should include: ```handlebars {{email_code}} ``` Example purpose: ```text Send a password reset code so the customer can reset access to the portal. ``` --- # Display and Branding A Customer Portal can include display customization. Important display-related settings include: - Portal name - Display name - Description - Footer HTML The display name is what customers see when using the portal. If the display name is blank, the portal name may be used. Footer HTML can be used for custom footer content such as: - Business name - Support links - Terms links - Privacy links - Contact text - Custom customer guidance This allows the portal to better match the business’s customer-facing experience. --- # Embedding the Customer Portal The Customer Portal can be embedded as an iframe on the merchant’s website when properly configured with the same associated tracking domain. This is useful because the business can place the portal inside its own website experience. Conceptually: ```text Merchant website ↓ Embedded Customer Portal iframe ↓ Customer logs in and manages allowed actions ``` Embedding can help the portal feel like part of the merchant’s own site rather than a disconnected external page. The tracking domain and domain configuration are important for this to work correctly. --- # Customer Filters Customer filters determine which customers are allowed to access the Customer Portal. They are also what make it possible to create multiple portals for different brands, websites, campaigns, stores, or customer purchase origins. If no filters are set, all customers can access the portal. Available customer filters include: - Campaign - Third-party shop --- ## Campaign Filter A Customer Portal can restrict access to customers associated with at least one selected campaign. This allows campaign-specific, brand-specific, offer-specific, or website-specific customer portals. Use cases: - Campaign-specific customer portal - Brand-specific customer experience - Offer-specific customer management - Portal access limited to a particular customer acquisition source If left empty, campaign association is not required. --- ## Third-Party Shop Filter A Customer Portal can restrict access to customers associated with at least one selected third-party shop. This allows store-specific, website-specific, WooCommerce-specific, Shopify-specific, or brand-specific customer portals. Use cases: - WooCommerce-specific portal - Store-specific portal - Brand/store segmentation - Multi-shop customer access control If left empty, third-party shop association is not required. --- --- # Multiple Customer Portals for Different Brands, Websites, or Shops Campaign and third-party shop filters make it possible to create multiple Customer Portals for different customer origins. This is especially useful when a RevCent account supports multiple brands, storefronts, websites, campaigns, or ecommerce channels. Instead of having one generic portal for every customer, a business can create separate portals such as: ```text Brand A Customer Portal Brand B Customer Portal WooCommerce Store Portal Shopify Store Portal Subscription Product Portal Campaign-Specific Portal VIP Brand Portal ``` Each portal can have its own: - Display name - Footer HTML - Customer-facing branding - SMTP email copy - Customer permissions - Customer filters - Portal URL or embedded iframe placement - Payment/subscription/trial self-service strategy This lets the customer see a portal experience that matches the brand, website, or store where they originally purchased. --- ## Campaign Filters for Brand or Offer-Specific Portals Campaign filters allow portal access to be limited to customers associated with one or more campaigns. This can be useful when campaigns represent: - A specific brand - A specific offer - A specific product line - A specific funnel - A specific website - A specific customer acquisition source - A specific affiliate or partner campaign Example: ```text Customer Portal: Brand A Portal Customer filter: campaign = Brand A Campaign ``` Only customers associated with the selected Brand A campaign would be eligible for that portal. Use cases: ```text Brand A customers see Brand A portal branding. Brand B customers see Brand B portal branding. Customers from a subscription campaign see subscription-specific portal permissions. Customers from a recovery campaign see payment-update-focused portal permissions. ``` --- ## Third-Party Shop Filters for Store or Website-Specific Portals Third-party shop filters allow portal access to be limited to customers associated with one or more third-party shops. This is especially useful when RevCent is connected to multiple ecommerce stores or websites. Examples: ```text WooCommerce Store A Portal WooCommerce Store B Portal Shopify Brand Portal Marketplace-Specific Portal ``` A RevCent account may contain customers from multiple storefronts. Third-party shop filters make it possible to direct customers to the portal that matches the store where they purchased or originated. Example: ```text Customer Portal: Store A Portal Customer filter: third_party_shop = Store A ``` This helps ensure that Store A customers get Store A’s customer-facing portal experience, branding, messaging, and permissions. --- ## Why Multiple Portals Are Useful Multiple Customer Portals can help ecommerce businesses provide a more relevant self-service experience. Benefits include: - Brand-specific customer experience - Website-specific portal access - Store-specific portal permissions - More relevant portal display names and footer content - Better customer trust because the portal matches where they purchased - Different subscription or trial permissions per brand/store - Different payment recovery flows per website - Different support links or policies per brand - Better segmentation of customers across multiple businesses or stores - Cleaner operational routing for customer support and AI workflows Example: ```text Customer purchased from Brand A website ↓ Customer receives Brand A portal link ↓ Portal display, footer, emails, and permissions match Brand A ``` Another example: ```text Customer purchased from Store B ↓ Customer is allowed into Store B Customer Portal ↓ Customer updates payment method or manages subscription in a store-specific experience ``` --- ## Portal Strategy for Multi-Brand RevCent Accounts For multi-brand or multi-store accounts, a common strategy is: ```text One RevCent account ↓ Multiple campaigns and/or third-party shops ↓ Multiple Customer Portals ↓ Each portal filtered to the appropriate brand, website, or shop ``` This allows the business to centralize customer/payment/subscription data in RevCent while still giving customers a brand-specific or store-specific portal experience. --- ## Filters Should Match the Customer’s Purchase Origin When using campaign or third-party shop filters, the portal should match how customers entered the RevCent account. Examples: | Customer Origin | Recommended Portal Filter | |---|---| | Customer purchased through Brand A campaign | Campaign filter for Brand A campaign. | | Customer purchased through Brand B campaign | Campaign filter for Brand B campaign. | | Customer came from WooCommerce Store A | Third-party shop filter for Store A. | | Customer came from Shopify Store B | Third-party shop filter for Store B. | | Customer belongs to multiple allowed campaigns | Campaign filter can include multiple campaign IDs. | | Customer belongs to multiple allowed shops | Third-party shop filter can include multiple shop IDs. | If no filters are set, all customers can access the portal. That may be correct for a single-brand business, but multi-brand or multi-store businesses should consider filters carefully. # Customer Permissions Important terminology note: ```text salvage_transaction_process = customer can pay failed renewals or failed trial expirations through the portal ``` Although “salvage transaction” is the system term, the customer-facing use case is paying an failed renewal or failed trial expiration balance. Customer permissions determine what customers can do inside the portal. This is one of the most important parts of a Customer Portal. Only enable the permissions that should actually be available to customers. Permissions include: | Permission | Purpose | |---|---| | `contact_modify` | Allows customers to modify contact information. | | `credit_card_add` | Allows customers to add credit cards. | | `credit_card_remove` | Allows customers to remove credit cards. | | `credit_card_set_default` | Allows customers to set a default credit card. | | `shipping_modify_ship_to` | Allows customers to modify shipping information. | | `subscription_renew` | Allows customers to renew subscriptions. | | `subscription_activate` | Allows customers to re-activate subscriptions. | | `subscription_suspend` | Allows customers to suspend subscriptions. | | `subscription_cancel` | Allows customers to cancel subscriptions. | | `trial_expire` | Allows customers to expire trials. | | `trial_cancel` | Allows customers to cancel trials. | | `salvage_transaction_process` | Allows customers to pay failed renewals or failed trial expirations through the portal. | --- ## Payment Method Permissions Customer Portal payment permissions can let customers manage stored payment methods. Relevant permissions: - `credit_card_add` - `credit_card_remove` - `credit_card_set_default` These permissions are important for: - Subscription renewals - Trial billing - Failed payment recovery - Decline salvage - Customer card updates - Reducing support requests - Keeping default payment methods current Because RevCent stores customer payment data securely in a PCI-compliant payment layer, the portal can allow customers to manage payment methods through approved secure workflows without exposing raw card data to users or support teams. --- ## Subscription Permissions Subscription-related permissions include: - `subscription_renew` - `subscription_activate` - `subscription_suspend` - `subscription_cancel` These can help customers manage subscription lifecycle actions themselves. Benefits include: - Fewer support tickets - Better customer experience - Faster subscription recovery - More customer control - Cleaner subscription lifecycle management A business should only enable the subscription actions it truly wants customers to perform. For example, if the business does not want customers to cancel subscriptions directly, `subscription_cancel` should not be enabled. --- ## Trial Permissions Trial-related permissions include: - `trial_expire` - `trial_cancel` These are useful for businesses that offer trials and want customers to have controlled self-service options around trial lifecycle events. --- ## Salvage Transaction Permission ### System Term Clarification Terminology clarification: ```text In this context, “overdue renewal” means a failed renewal, and “trial expiration payment” means a failed trial expiration. ``` In the Customer Portal context, “processing a salvage transaction” is a RevCent system term. For customers, the practical meaning is: ```text The customer can pay an failed renewal or failed trial expiration through the Customer Portal. ``` The `salvage_transaction_process` permission allows customers to complete those failed renewal or failed trial expirations through the portal when the business enables that permission. This can be valuable for revenue recovery because it gives customers a self-service way to resolve failed renewal or failed trial expiration billing situations. Use cases: - Customer has an failed renewal. - Customer has a failed trial expiration that needs to be paid. - Customer needs to resolve a failed renewal or trial billing issue. - Customer can complete the overdue payment through the portal. - Business recovers failed renewal or failed trial expiration revenue without manual support intervention. This permission can turn the portal into part of a payment recovery system for overdue renewals and trial expirations. --- # Customer Portals and Revenue Recovery Customer Portals can help ecommerce businesses recover revenue. Revenue recovery use cases include: - Customer updates expired payment method - Customer sets a new default card - Customer pays an failed renewal or failed trial expiration - Customer renews subscription - Customer reactivates subscription - Customer resolves payment issue without contacting support - Customer corrects shipping/contact details that may affect fulfillment Customer Portals are especially useful when combined with: - Email Templates - AI Assistants - AI Voice Agents - Customer Groups - Notes - Functions - Payment recovery workflows Example flow: ```text Subscription renewal fails ↓ Customer receives payment update email ↓ Customer opens Customer Portal ↓ Customer adds new card or sets default card ↓ Recovery workflow continues ↓ Revenue may be recovered ``` --- # Customer Portals and Customer Support A Customer Portal can reduce support workload by giving customers a secure place to perform common actions themselves. Support-reducing use cases: - Updating contact information - Updating shipping information - Managing payment methods - Resetting portal password - Renewing subscription - Re-activating subscription - Suspending/cancelling subscription, if allowed - Paying failed renewal or failed trial expiration balances This can reduce repeated support requests like: ```text Can I update my card? Can I reset my password? Can I change my address? Can I renew my subscription? Can I cancel my subscription? Can I update my shipping information? ``` A well-configured portal can improve customer experience and reduce manual work. --- # Customer Portals and Customer Data Quality Customer Portals can improve data quality because customers can update information themselves. Possible customer-managed data includes: - Contact details - Payment methods - Default payment method - Shipping details - Subscription status actions - Trial actions Better customer data improves: - Payment success - Subscription continuity - Shipping accuracy - Customer support - Revenue recovery - Reporting - Customer lifecycle workflows --- # Customer Portals and Customer Groups Customer Portals can be used alongside Customer Groups. Examples: - Customers in Payment Recovery receive a link to the portal. - Customers in Card Update Needed are directed to update their payment method. - Customers in Subscription Save are directed to renew or reactivate. - Customers in Trial Conversion are directed to manage trial/payment status. - Customers in VIP may receive a more personalized portal experience or support flow. Customer Groups can identify which customers need portal-based action. The Customer Portal provides the place where the customer can complete that action. --- # Customer Portals and AI Tools Customer Portals can work well with RevCent AI tools. Examples: ## AI Assistant ```text AI Assistant identifies customers with failed renewals ↓ Email Template sends Customer Portal link ↓ Customer updates payment method ``` ## AI Voice Agent ```text AI Voice Agent calls customer about failed payment ↓ Agent directs customer to Customer Portal ↓ Customer securely updates payment method ``` ## Independent AI Agent ```text AI Agent monitors customers in Card Update Needed group ↓ Agent triggers email or voice outreach ↓ Customer uses portal to complete update ``` The portal is especially useful because it gives customers a secure endpoint to complete actions that AI or support workflows may recommend. --- # Non-Existing Customer Registration The Customer Portal can optionally allow non-existing customers to register. The relevant setting is: ```text create_non_existing_customer ``` Recommended setting: ```text false ``` If enabled, a campaign ID can be supplied for non-existing customers who register through the portal. This should be used carefully because most Customer Portals are intended for existing customers who already have a relationship with the business. If a business allows non-existing customer registration, it should have a clear reason and should know which campaign should be associated with those new customers. --- # Configuration Planning Checklist Before creating or enabling a Customer Portal, confirm: 1. The tracking domain exists. 2. The tracking domain is DNS ready. 3. SSL is active on the tracking domain. 4. The tracking domain is appropriate for customer-facing use. 5. The SMTP Profile exists. 6. The SMTP sender address is correct. 7. reCAPTCHA v2 “I’m Not A Robot” site key and secret key exist. 8. Account confirmation email is configured. 9. Password reset email is configured. 10. Both email templates include `{{email_code}}`. 11. Customer filters are intentional. 12. Customer permissions are intentional. 13. Payment method permissions are only enabled if desired. 14. Subscription permissions are only enabled if desired. 15. Trial permissions are only enabled if desired. 16. The overdue renewal/failed trial expiration permission (`salvage_transaction_process`) is only enabled if desired. 17. Display name and footer HTML are reviewed. 18. Non-existing customer registration is disabled unless intentionally needed. 19. The business knows where and how the portal will be linked or embedded. 20. Any customer support, email, AI, or voice workflows using the portal are planned. --- # Common Customer Portal Use Cases ## Payment Method Update Portal ```text Customer has failed payment ↓ Customer receives portal link ↓ Customer adds or updates card ↓ Customer sets default card ↓ Payment recovery workflow continues ``` Useful permissions: ```text credit_card_add credit_card_remove credit_card_set_default salvage_transaction_process ``` --- ## Subscription Management Portal ```text Customer has subscription ↓ Customer logs into portal ↓ Customer renews, reactivates, suspends, or cancels subscription depending on permissions ``` Useful permissions: ```text subscription_renew subscription_activate subscription_suspend subscription_cancel ``` --- ## Trial Management Portal ```text Customer is in trial ↓ Customer logs into portal ↓ Customer manages trial action depending on permissions ``` Useful permissions: ```text trial_expire trial_cancel ``` --- ## Customer Account Update Portal ```text Customer needs to update account or shipping information ↓ Customer logs into portal ↓ Customer updates contact or shipping details ``` Useful permissions: ```text contact_modify shipping_modify_ship_to ``` --- ## Recovery Portal for AI/Voice Workflows ```text AI Voice Agent calls customer about failed payment ↓ Customer is directed to portal ↓ Customer updates payment method or pays an failed renewal/failed trial expiration ``` Useful permissions: ```text credit_card_add credit_card_set_default salvage_transaction_process ``` --- # Best Practices ## Use a DNS-Ready Domain Do not create or launch the portal before the tracking domain is DNS ready and SSL active. A customer-facing portal should be secure and accessible. --- ## Keep Permissions Minimal and Intentional Only enable actions customers should actually be able to perform. Example: ```text If customers should not be able to cancel subscriptions directly, keep subscription_cancel disabled. ``` --- ## Include `{{email_code}}` in Emails Both account confirmation and password reset emails must include: ```handlebars {{email_code}} ``` The customer needs this code to complete the relevant flow. --- ## Use a Matching SMTP Sender The sender email should match the SMTP Profile to avoid delivery or configuration issues. --- ## Use Customer Filters When Needed If the portal is only for customers from certain campaigns or third-party shops, configure filters. If no filters are set, all customers can access the portal. --- ## Treat the Portal as Part of Revenue Recovery Customer Portals are not only account-management tools. They can help recover revenue by letting customers update payment methods, manage subscriptions, and process salvage transactions. --- # Summary Customer Portals in RevCent give customers a secure self-service experience connected to their RevCent customer data. They can help ecommerce businesses and their customers: - Give customers secure self-service access - Reduce support workload - Improve customer experience - Let customers manage payment methods - Support subscription management - Support trial management - Support failed renewal, failed trial expiration, decline salvage, and revenue recovery through customer self-service payment updates - Improve customer data quality - Provide a secure customer-facing account experience - Support AI, voice, email, and customer group workflows A Customer Portal requires careful setup before use: ```text SMTP Profile + DNS-ready tracking domain with active SSL + reCAPTCHA + customer emails with {{email_code}} + intentional customer permissions ``` The key concept is: ```text A RevCent Customer Portal turns stored customer data into a secure customer-facing self-service experience that can improve support, retention, payment recovery, and subscription management. ``` --- Document Parent Directory * [Operations](https://revcent.com/documentation/markdown/mcp/operation/index.md) - AI/MCP details and overviews for operations available within the RevCent MCP.