The Customers page lists everyone who owns something from your store, and each customer has a page with everything your store knows about them. This guide covers both, and how to ban someone from your store or lift a ban. It's for store owners and their staff.
Who can do what
Owners and admins can do everything here. Staff need these permissions:
To
Staff need
See customers and their pages
See sales and customers
Ban and unban customers, and add or delete notes
Manage customers
Message a customer
Reply to messages
Grant, revoke, restore or transfer their licenses
Grant licenses, Revoke licenses or Transfer licenses
Everything except messaging comes with the Licenses permission. Messaging comes with Messages. See Roles and permissions.
The customer list
In your store's dashboard, open .
Customers
Search by name, username or Roblox ID. A Roblox ID has to be the whole number.
A customer is anyone who holds at least one active license from your store, however they got it. Someone whose licenses have all been revoked drops off the list, but you can still reach their page from any of their licenses.
Each row shows:
Customer: their name, username and linked Roblox ID, marked Banned if you've banned them.
Owns: how many active licenses they hold, and for which products.
First purchase and Last activity: when they got their first and their latest license.
Use Message on a row to start a conversation with them in Messages.
A customer's page
Select a customer's name to open their page. You can open the page of anyone who has owned something from your store, asked you for work, messaged you or reviewed you.
At the top: their name, username, Roblox and Discord IDs, when they joined Enviglo, and whether they're banned, with the reason.
Buttons: Message, Grant license (with them already filled in as the recipient) and Ban or Unban.
Licenses: every license they hold or held from your store, with how they got it, when, and its status: Active, Expired or Revoked. Select a product to open the license's own page, or the history icon for a short history. The menu at the end of each license offers Transfer to someone else, Revoke and Restore. Revoke and Restore act straight away there, without asking you to confirm.
Requests and conversations: their requests for work and their message threads with your store.
Their reviews: what they've said about your store and your products.
Team notes: private notes that only your team can see. Type one and select Add note. Notes can be up to 2,000 characters, and the bin icon deletes one for everyone.
Their purchases aren't on this page. To see them, search for their username under Orders. See View purchases.
Add a reason if you like. It's kept for your team and isn't shown to them.
To take back everything they own from your store as well, tick Also revoke what they own here. You'll only see this if they hold an active license.
Select Ban customer.
You can also ban from the customer list, with the ban icon on their row, or from a conversation in Messages. Those don't offer to revoke their licenses.
You can't ban yourself, and you can't ban someone on your team. Remove them from the team first.
What a ban does
They can't message your store or send it requests, whether for a service, a commission or custom work. Their open conversations are closed.
They can't redeem your codes or claim your free products, and other customers can't hand them your products.
Games that check licenses with Enviglo see them as banned, holding nothing from your store.
Anything they buy in your game while banned is recorded as a purchase, but doesn't give them anything.
The ban covers their Enviglo account and any Roblox account linked to it. A ban on a player who hasn't joined Enviglo yet carries over to their own account when they link that Roblox account, along with your team's notes about them.
If you tick Also revoke what they own here, they get one notification saying their licenses were taken back with the ban. Otherwise their licenses stay active on Enviglo. They keep them in their library and can still download them. If you revoked them, their licenses show Revoked: they're banned from the store in their history.
When a manager has to approve
If your store makes staff ask a manager before taking products back, a staff member's ban still happens straight away. Only revoking what the customer owns waits for a manager, and you'll see "Banned name. Taking back what they own is waiting for a manager's approval." If someone lifts the ban before a manager approves, nothing is taken back. See Approvals.
Lift a ban
Open Customers and select the Bans tab, or open the customer's page.
Select Unban, then confirm with Unban.
They can message your store and send requests again, and new purchases from your game count normally.
Lifting a ban doesn't bring back licenses the ban revoked. Restore those one at a time, from the customer's page or the Licenses page.
The Bans tab lists everyone banned from your store, newest first, with the reason if one was given.
Troubleshooting
"You cannot ban yourself." You tried to ban your own account.
"Remove them from the team before banning them." They're a member of your store. Remove them under Settings → Team first. See Invite your team.
"You do not have permission to do that." Banning, unbanning and notes need Manage customers. The buttons show for anyone who can see customers, so ask an owner or admin if you need it.
"Keep notes under 2,000 characters." Shorten the note, or split it in two.