20i Support Database
HostShop – Customer Management

HostShop – Customer Management Questions

HostShop customer management support: helpful articles on how to look after your web hosting and domain customers in HostShop.

What are StackCP Users in HostShop?

A StackCP User is the account you create to give your customers access to manage their hosting and via StackCP - your customer's control panel.

Creating a StackCP User creates a username and password that you casn give your customer. This will enable them to log in to stackcp.com to manage their services. There is a guide on how to create a StackCP User here.

In the context of HostShop, they could be your paying customers who are receiving a service from you. When a new lead signs up from your shop, they’ll become your customer and a StackCP User will be created automatically and added to the list on the StackCP Users page.

HostShop

HostShop – Customer Management

Austin B.

When do my customers get billed?

You’re in total control! You can set how and when you’d like your customers to be billed for the services you’re providing. You can view all currently active billing and contracts from the Customer Contracts page.

HostShop

HostShop – Customer Management

Austin B.

How do I view StackCP Users that don't have an assigned contract?

If you’re using HostShop you’ll want to ensure your StackCP Users have an assigned service and have a contract assigned to that service. It's to make sure that you’re paid for the service you’re providing.

HostShop

HostShop – Customer Management

Austin B.

How do I set a specific address only for customer invoices?

In some situations, you may wish to display a different address to what is set in your My20i account on your invoices – it’s possible to update this from HostShop.

HostShop

HostShop – Customer Management

HostShop – Preferences

Dominic Elford

How do I create custom work quotes?

In HostShop you can send your customers Custom Work Quotes for 'one-off' payments or quotes for services you’re providing. They might be used for services that you don't want as a selectable product in your shop, but you do want your customer to make payment for using HostShop.

HostShop

HostShop – Customer Management

Dominic Elford

How do I manage fraudulent orders within HostShop?

To ensure the payments and orders you receive are legitimate, HostShop has an in-built fraud management system that detects, based on certain factors, whether an order placed by a customer is abusive or potentially fraudulent.

If the order meets the required threshold for flagging as abusive, it can be managed within the fraud checking facility available in Fraud Review. You can configure your own Fraud scoring thresholds using these steps.

To check this:

Login to My20i
Head to Hostshop > Review Invoices

If you have any potentially fraudulent orders, they’ll appear here. If you receive a fraudulent order, you’ll be emailed to let you know as well.

To manage a fraudulent order, select View to see why the order has been flagged.

We have three options:

Provision Services - you can select this is you believe the order is from a genuine source
Change Status - (Paid, Unpaid, Awaiting Payment, Possible Abuse, Abuse & Debt)
Cancel Invoice - select this if the order looks abusive. This means future orders by the same customer are more likely to be rejected.

HostShop

HostShop – Customer Management

Dominic Elford

How do I resend a customer's email address verification email?

If a customer is trying to sign up and claims they haven't received an email verification notification then you can resend it for them.

HostShop

HostShop – Customer Management

Dominic Elford

How do I manage my customers?

A core part of your business when using 20i HostShop will be managing new and existing customers.

HostShop

HostShop – Customer Management

Dominic Elford

How do customers sign up to HostShop?

A simple but important question!

With HostShop it’s very easy for leads to sign up and become paying customers with their own accounts to manage their services from.

When they visit your shop and select to buy a product, they’ll be prompted to either Sign In or Create an Account.

When creating a new account, they’ll need to verify their email, then enter their contact details and add security questions. The process is:

Sign Up > Receive Verification Email > Complete Registration (Contact/Security Details) > Full Account Access

The customer can now proceed to make their purchase!

HostShop

HostShop – Customer Management

Dominic Elford

How does the Renewal Sequence work?

On the Renewal Sequence page you can manage the automated emails and actions that are triggered on renewal/expiry day of a service and the following days and weeks after the expiry. A default sequence is already in place for all services, but this is where you can make changes.

HostShop

HostShop – Customer Management

HostShop – Preferences

Dominic Elford

How do StackCP Users pay with balance in HostShop?

Before StackCP Users can pay with balance in HostShop you will need to either add balance as a product they can purchase or they will need to earn balance as commission from the affiliate system. You can find more information on these topics here:

Setting up balance products in HostShop
Setting up the affiliate system in HostShop

Once a StackCP User has some account credit they can select it as the payment gateway at the checkout.

Note: You'll need to have enabled Balance as a payment gateway here.

HostShop

HostShop – Products & Services

HostShop – Customer Management

HostShop – Payment Gateways

Dominic Elford

How to sign up a customer manually in HostShop

One of the many benefits to 20i HostShop is the ability for your customers to sign up automatically without needing your manual intervention.

To do this, head to:

Manage Reseller -> Manage StackCP Users

You’ll need to add a new StackCP User which will represent your customer.

To do so just select Add StackCP User. Enter their full details as accurately as possible. It’s important this information is valid because these details will be used for fraud prevention, and also so you can register domain names easily for this customer.

That’s all there is to it! You can now provide them with the email address and password for this user and they can use those details to log in to your custom control panel URL. (Forgotten what that is? Head to Your Brand and check under the Control Panel URLs section to find out).

HostShop

HostShop – Customer Management

Austin B.

How do I use the HostShop Cloud Server Renewal Report?

With HostShop, you can easily check and monitor the current renewals for any Cloud Servers assigned to your StackCP users by viewing the Cloud Server Renewal Report.

To access the report:

Log in to My20i.
Select HostShop on the sidebar, and then select Cloud Server Renewal Report under the Reports section.

You’ll be presented with a full list of all of the Cloud servers currently available in your My20i account, alongside a link to the specific StackCP user the server is assigned to.

You will also be able to see information on the type of server, the current Auto-Renewal status, the Renewal Date, the Cost and Selling Price, as well as your current Profit Margin based on the prices you have defined in the HostShop Cloud Servers area.

You can filter the list to a specific StackCP user by selecting the dropdown box beneath the StackCP user column, should you wish to isolate a specific client’s server list.

By selecting Options, you can manage a specific server based on a client’s requirements, allowing for you to manage, upgrade, start, restart or stop the server directly from the report.

HostShop

HostShop – Customer Management

Ruth Turner