Managing Customer Accounts and Domains

Storefront Manager gives you full visibility into every customer account in your store and every domain those customers own. You can create accounts on customers' behalf, edit their details, manage their domain settings directly, and log in as a customer to assist them without sharing credentials. This is the primary toolset for reseller support work.

How customer management works in Storefront

Your role in Storefront is both store operator and support agent. Customers interact with their accounts through the customer-facing storefront. You manage those same accounts, and assist with them, through Storefront Manager.

Most actions your customers can take on their own, you can also take on their behalf. The distinction is important because it affects how actions are recorded: when you act from Storefront Manager, the event log records the actor as Reseller. When you use the Log in as Customer feature to act inside the customer's own session, the event log records the actor as As Customer. Both are distinct from actions the customer takes themselves, which appear as Customer.

This matters when investigating issues. If a customer says they didn't make a change, checking the actor field in the event log tells you immediately whether it was them, you, or the system.

Find a customer

All customer management starts from the Customers section in Storefront Manager.

1. Log in to Storefront Manager.
2. Select Customers from the left navigation menu.

The customer list is sorted by last login date by default. Click anywhere on a customer's row to open their account. You no longer need to click the username specifically.

To work with the list:

• Click Filters to narrow by status (Active, Suspended, or Locked Out).
• Click Table Columns to choose which columns appear and save your preferred layout.
• Click Export CSV to download the current list.

Each row also has an ellipsis menu with two quick actions: Suspend/Activate the account and Send Password Reset. Both open a confirmation pop-up before the action is applied.

To find a specific customer quickly, use global search at the top of the navigation menu, or press Ctrl+K (Windows) or Cmd+K (Mac). Global search looks across customers, domains, and orders at once.

Create a customer account

Customers create their own accounts during checkout, but you can create accounts on their behalf before a purchase, for example to prepare accounts before a domain import, or to match accounts to your own systems.

1. Navigate to Customers.
2. Click Add Customer. This opens the Add New Customer page. Adding a customer is now a full page rather than a pop-up window.
3. Enter the customer's details. The required fields are email address and username.
4. Click Add Customer to create the account. Storefront takes you straight to the new customer's details page. Clicking Cancel instead returns you to the customer list without creating an account.

Storefront generates a random password for the account automatically, and you never see it. This prevents insecure practices like emailing passwords to customers.

To notify your customer, check the box to send a welcome email. The email includes:

• A Login to your account button with a one-time login token
• Instructions to set their own password
• Your store's branding (logo and colour)

The customer follows the link, sets their password, and reviews their account details. If you don't send the welcome email, you can send a password reset email later from the customer's details page.

Edit customer details

The customer details page opens on the Overview tab. Across the top, tabs let you switch to Orders, Domains, Notes, and Event Log for that customer. Customer notes appear on the right of the Overview tab, where you can read up to three notes, add a new one, or click See all notes to open the Notes tab.

The Overview tab is organized into three sections, each edited through its own pop-up:

• Account Details: account status, password (Send Password Reset), and currency preference. Username, created date, and last login are shown here for reference.
• Contact Details: email address, phone number, and address.
• Customer ID: add an external ID to match the account to your own systems, or open the customer's record in Stripe using the Stripe ID link.

To suspend an account, open the status pop-up and set the status to Suspended. The customer cannot log in until you reactivate it. Their domains and account data are not affected. Suspension is typically used when fraud is suspected or the customer requests a temporary account freeze.

Log in as a customer

The Log in as Customer feature opens the customer's storefront session in a new browser tab, with full access to their account. Use it to provide hands-on support without asking the customer to share their credentials.

1. Open the customer's details page in Storefront Manager.
2. Click Log in as Customer.
3. A new tab opens showing the customer's account in the customer-facing storefront.

From this session you can:

• Browse and purchase domains on the customer's behalf
• Update DNS records and nameservers
• Change domain settings: auto-renew, domain lock, contact privacy
• Update WHOIS contact information
• Manage domain forwarding
• Reset the customer's password from inside the account

All actions taken in this session are recorded in the event log with the actor As Customer, distinguishing them from actions the customer took themselves.

If the session token expires before you use it, the tab shows a standard login error. Return to Storefront Manager and click Log in as Customer again.

View and manage a customer's domains

1. Open the customer's details page.
2. Select the Domains tab.

The domains list shows all domains registered to this customer, with their expiry date, auto-renew status, and WHOIS privacy status.

Click anywhere on a domain's row to open the domain details page. It opens on the Overview tab, where you can manage:

Manage these settings using the toggles on the domain's Overview tab. The ellipsis menu on the same page holds Change Customer and View Customer.

When you unlock a domain, an auth code section appears with the code hidden. Click Reveal to display it. The auth code is what a customer needs to transfer the domain away to another registrar.

Changes take effect immediately and are logged in the domain's event log.

Move a domain to a different customer account

Use the domain push tool when a domain needs to move from one customer account to another, for example when consolidating duplicate accounts, fulfilling a domain sale, or helping a customer reorganize their portfolio.

1. Open the domain details page.
2. Open the ellipsis menu and select Change Customer.
3. Choose the destination account:
   • To push to an existing account, type the username or email in the search bar and select it.
   • To push to a new account, fill in the new account details and click Create Account.
4. Optionally, check the box to send a welcome email to the new account.
5. Confirm the push.

The domain moves immediately. The previous customer account loses access to it. DNS settings, WHOIS data, and domain configuration carry over to the new account unchanged.

What your customer sees

Customers manage their domains and account through the customer-facing storefront at [your-username].shopco.com. They see:

• Their registered domains, with expiry dates and renewal status
• DNS management for domains using Storefront nameservers
• Order history and receipts
• Account settings including password and contact details

Customers do not have visibility into your Storefront Manager, they cannot see your pricing configuration, other customers' accounts, or your store settings.

When you perform actions on their behalf (either from Storefront Manager or via Log in as Customer), those changes appear immediately in their account. They receive emails for actions that would normally trigger a customer notification, for example, if you initiate a domain renewal.

Troubleshooting

A customer says they can't log in.

Open the customer's details page in Storefront Manager and check their account status. If the account shows Suspended, change the status back to Active. If the account is active, use the Send password reset email option to send them a reset link.

A customer says a domain setting changed and they didn't do it.

Open the domain's event log and look for the relevant settings change. Check the By column. If it shows Reseller, you or someone on your team made the change from Storefront Manager. If it shows As Customer, a reseller was logged in as the customer when the change was made. If it shows Customer, the customer made the change from their own session.

A customer has duplicate accounts and wants to consolidate their domains.

Use the domain push tool to move their domains from the secondary account to the primary one. See the push instructions above. Once all domains are moved, the secondary account can be suspended or left empty.

I pushed a domain to the wrong account.

Push the domain again from the new account to the correct destination account. The push tool is available from the ellipsis menu on the domain details page regardless of which customer currently holds the domain.

A customer didn't receive their welcome email.

Ask the customer to check their spam folder. If it's not there, confirm the email address on their account is correct. From the customer details page, you can use Send password reset email as an alternative way to get them access without resending the full welcome email.

Related articles

• Using the Storefront Event Log 
• Importing Domains into Storefront 
• Storefront Email Notifications
• Using Global Search

  
  

Questions? Contact OpenSRS Support.