Users: Customer care

The users section in Piano allows customer care representatives to list, view, and administer users that have subscriptions and digital entitlements in Piano.

Users List

To get to your users, click on the “all users” link in the users dropdown menu, which will bring you to the main users list.

Searching

Two search options appear at the top of the users dropdown; quick search and a more advanced search through user mining.

Quick search: Quick search performs a full-text search of all users including name and email address.

Mine users: To search using more granular terms such as access type, payment method, or inquiry status, click on the advanced search option and a modal will appear.

All Users: When the “All users” option is selected, the result will show you all of the users that are in Piano in a full, paginated list, organized alphabetically by email address. Each row in the users list represents an individual user. Each user entry is clickable to access user details. First, lets cover how to read each user entry on the “all user” list.

There are three icons for each user. When highlighted, each icon will indicate one of three cases:

  • In Trial: When the user is in the trial period of a subscription, the clock icon will be highlighted.
  • Has a payment issue: The second icon indicates that the user has a credit card expiring soon.
  • Has an open inquiry: If the third icon will indicate that the user has an open inquiry.

Subscribers: Click on the Subscribers option to view a full, paginated list of all of your subscribers. Each user in the subscribers list has a subscription to your content. Users with expired subscriptions will also appear in this list.

Inquiries: Click on the Inquiries tab to view all users that have an open inquiry with you. For each user listed you can click their email address for additional information.

Granting Access

To grant access, click on the unlock button () located in the top right portion of the users list.

This will show the grant access modal:

Select which resource you want to grant access to, as well as enter the expiration date when the access should expire. If you never want to have the access expire, click the “Never expires” toggle.

Click “Next” to proceed to the next screen.

There are three ways to grant access to a resource: uploading a list of email address, entering email addresses by hand, or selecting individual users from the users list. If you are uploading a list of email addresses, ensure that the list is a newline delimited .txt file and that each email address is on its own line. When entering email addresses by hand, you can use a comma-separated or newline-separated list.

By default, no email will be sent to users after granting access. To send an email to users after granting access, click the “Send email” toggle icon. This will send the default grant access email that is configured in the email Notifications.

You can also optionally send a personalized message that will be included in the grant access email.

When you are ready to grant access, click the “Grant access” button.

Individual User Page

Each user in Piano has an individual user page where you can perform various account-related administrative functions such as viewing information about a user’s subscriptions, access, transactions, wallet, and history.

In the upper right-hand corner, you can select grant access, send an email, or add a note. To send an email or add a note, modals will appear to enter the body of your message. Here is how the icons will display:

  • Grant Access:
  • Modify Access - This includes extending a user's access or revoking access:
  • Send an email
  • Add a note:

Inquiries The Inquiries tab will show any open or closed inquiries that the user has made in Piano regarding their access to premium content.

Click on any inquiry to open up the individual thread.

From here, you can respond directly to the user by clicking the “Respond” button. This will send an email to the user with your response. Clicking “Internal Comment” will leave an internal comment that only other customer care representatives and administrators can view.

To resolve the inquiry, click the “Resolve inquiry” checkbox when you click Submit. This will mark the inquiry as resolved and the user will have to open a new inquiry to continue the conversation.

Access

The access tab will show all current and expired access that the user has to resources configured in Piano.

Click on any individual access to view details about the access. The display in the access modal will be determined by whether the access was granted, was part of a subscription or was part of another purchase.

The subscriptions tab will show all active and expired subscriptions that the user has. Click on an individual subscription to manage the details of that subscription.

You can cancel, cancel and refund, change the next bill date, toggle auto-renew, and change the payment method for each subscription. To revoke a user’s access, just click the cancel button.

When canceling, the access is revoked immediately. To stop subscription from next period, just switch Renew to “Manual”.

Transactions

The transactions tab shows all transactions the user has made in Piano, regardless of the subscription or resource it’s associated with.

Clicking on an individual transaction will allow you to refund the transaction directly, without impacting the user’s access.

Custom refunds

To issue a custom refund, select a transaction in the user profile and click the “ Cancel and Refund” button. Note that custom refunds can only be made after a user's transaction has settled.

You will then be directed to a screen with a default refund amount of the full amount of the transaction. You can edit this amount within the modal (it must be less than or equal to the total transaction amount) and also edit the checkbox to decide whether access should also be revoked when the refund is issued.

Adding a "free month" for a user who has experienced a customer service issue

First click on the user's existing subscription within their user profile.

Then a modal will appear with their subscription details. To give a user a “free” amount of time, edit the “Next bill date.” By pushing the next bill date out for any amount of time – one day, week or month from their current next bill date – the user will continue to have access, but will not be billed again until the designated date. If the user has auto-renew enabled, he will renew based on that new date going forward.

Emails The emails tab of the individual user page will show all emails that Piano has sent to the user. Click on an individual email to see all the details of the particular email. You can also resend the email to the user from this screen by clicking the “Resend” button.

Notes The notes tab will show all internal notes that customer care representatives or administrators have made about the particular user. Notes can be edited and deleted.

Wallet The wallet tab allows a customer representative to administer a user’s payment methods from the Piano dashboard.

To edit a card, hover over the card and click the pencil icon. From here you can add or change all of the details of the credit card.

History The history tab shows all of the activity on the user - refunds, purchases, notes, etc.

Cheat sheet

As you have seen, the user section of the Piano dashboard allows customer care representatives to take multiple actions, including canceling, refunding, and granting access to a subscription.

Here is a cheat sheet for where each action can be taken, if applicable. Action options will vary based on each user’s subscription type.