Skip to content

Customer Log History Documentation

Menu Location: Customers > Last Cust Viewed > Log History

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Customer Log History page provides a complete audit trail of all changes and activities on a customer's account. This page is essential for tracking who made changes, when they were made, and what was modified. It's your go-to page for investigating account issues and understanding customer account history.

Primary Functions:

  • View complete audit trail of account changes
  • Track admin actions on customer account
  • Monitor system-generated changes
  • Investigate account issues and disputes
  • Verify when changes were made and by whom
  • Review customer login activity
  • Track order modifications and status changes

Page Layout

Header Section

  • Customer Name - Display name and customer ID
  • Date Range Filter - Select timeframe for log entries
  • Search Bar - Search log entries by keyword
  • Filter Options - Filter by activity type or admin user
  • Export Button - Download log history as CSV
  • Return to Customer - Quick link back to customer detail

Main Content Area

Log entries displayed in reverse chronological order (newest first):

  • Timestamp - Exact date and time of action
  • Action Type - What was done (icon coded by type)
  • Description - Detailed explanation of the change
  • Admin Name - Who made the change
  • IP Address - Where change originated (if tracked)
  • Old Value - Previous value before change
  • New Value - New value after change
  • Related Link - Link to related order or record (if applicable)

Log Entry Types

Account Changes

Customer Information:

  • Name changes
  • Email address updates
  • Phone number changes
  • Address modifications
  • Birthday additions/updates
  • Business name changes
  • Account type changes

Subscription Changes:

  • Box type changes
  • Box size changes
  • Schedule modifications
  • Price adjustments
  • Recurring items added/removed
  • Stop date set/removed
  • Subscription reactivations

Payment Updates:

  • Payment method changes
  • Credit card updates
  • Balance adjustments
  • Credits applied
  • Refunds issued
  • Payment profile changes

Order Activity

Order Creation:

  • New orders created
  • Order type (regular, pickup, gift)
  • Initial order contents
  • Created by admin or customer

Order Modifications:

  • Products added/removed
  • Quantities changed
  • Substitutions made
  • Pricing adjustments
  • Delivery date changes
  • Route changes

Order Status:

  • Status changes (open → closed → complete)
  • Cancellation events
  • Delivery confirmations
  • Payment status changes

System Actions

Automated Changes:

  • Recurring order generation
  • Auto-renewals
  • Payment processing attempts
  • Email triggers
  • Integration syncs (Stripe, ActiveCampaign, etc.)

Customer Actions:

  • Customer logins
  • Password changes
  • Profile updates made by customer
  • Order modifications by customer
  • Shop activity

Administrative Actions

Account Management:

  • Notes added
  • Tags applied/removed
  • Cancellation records created
  • Account reactivations
  • Stop dates set/cleared
  • Account settings modified

Customer Service:

  • Credit applied with reason
  • Balance adjustments
  • Order modifications
  • Delivery instructions updated
  • Special flags set

Understanding Log Entries

Reading a Log Entry

Example Entry: 

2026-03-01 14:32:15
ACTION: Email Updated
ADMIN: Sarah Johnson
OLD: [email protected]
NEW: [email protected]
REASON: Customer requested email change via phone
IP: 192.168.1.100

What This Tells You:

  • Change happened on March 1, 2026 at 2:32:15 PM
  • Email address was updated
  • Sarah Johnson made the change
  • Old email was [email protected]
  • New email is [email protected]
  • Customer called to request the change
  • Change was made from IP address 192.168.1.100

Log Entry Icons

  • Person icon - Customer information change
  • Dollar icon - Financial transaction or adjustment
  • Box icon - Order-related change
  • Calendar icon - Date/schedule change
  • Lock icon - Security/login activity
  • Gear icon - System or automated action
  • Tag icon - Tag added/removed
  • Email icon - Email sent or updated
  • Phone icon - Phone number change

Search & Filtering

Search Options

Keyword Search:

  • Search any text in log entries
  • Searches descriptions, admin names, values
  • Real-time filtering
  • Case-insensitive

Filter by Date Range:

  • Today
  • Last 7 days
  • Last 30 days
  • Last 90 days
  • Custom range (select start and end dates)
  • All time (may be slow for old accounts)

Filter by Action Type:

  • All actions (default)
  • Account changes only
  • Order changes only
  • Payment activity only
  • System actions only
  • Login activity only

Filter by Admin User:

  • All users (default)
  • Specific admin (dropdown)
  • Customer-initiated only
  • System-initiated only

Export Options

CSV Export

Export filtered log entries for external analysis:

Export Process:

  1. Apply desired filters
  2. Click "Export" button
  3. Select date range
  4. Choose columns to include
  5. Download CSV file

Export Uses:

  • Long-term record keeping
  • Dispute resolution documentation
  • Pattern analysis in spreadsheet
  • Sharing with management
  • Compliance documentation

Common Use Cases

Use Case 1: Investigate Unauthorized Change

Goal: Customer claims their address was changed without permission

Steps:

  1. Open Customer Log History page
  2. Search for "address" or filter by date of change
  3. Find address change entry in log
  4. Check who made the change (admin name)
  5. Check timestamp - does it match customer's timeline?
  6. Review IP address if available
  7. Check for any notes explaining the change
  8. Document findings in customer notes
  9. Take corrective action if unauthorized

Example: Customer calls saying address changed from Boston to Portland without their knowledge. Check log, find address changed on March 1 at 10:15 AM by customer service rep Amy. Check Amy's notes - customer called that morning to update address. Confirm with customer they did call that day and forgot about it.

Use Case 2: Track Payment History

Goal: Understand customer's payment issues and credit history

Steps:

  1. Open Customer Log History
  2. Filter to "Payment activity only"
  3. Review all payment attempts, successes, and failures
  4. Look for pattern (always fails? only certain months?)
  5. Check credit applications and reasons
  6. Review balance adjustments
  7. Use this context for customer conversation

Tips:

  • Failed payments often cluster around card expiration dates
  • Credits should have reasons documented
  • Balance adjustments should have explanations

Use Case 3: Verify When Cancellation Occurred

Goal: Confirm exact date and reason for cancellation

Steps:

  1. Open Customer Log History
  2. Search for "cancel" or filter by date range
  3. Find cancellation entry
  4. Check date/time of cancellation
  5. Check who initiated (customer or admin)
  6. Look for cancellation reason in entry
  7. Review events leading up to cancellation
  8. Use for win-back strategy

What to Look For:

  • Was it customer-initiated or admin?
  • Any orders cancelled around same time?
  • Were there delivery issues before cancellation?
  • Did customer try to pause first?
  • Any notes about why they cancelled?

Use Case 4: Audit Order Modifications

Goal: Understand all changes made to a specific order

Steps:

  1. Open Customer Log History
  2. Search for order number (e.g., "#12345")
  3. Review all entries related to that order
  4. Check chronological sequence of changes
  5. Verify who made each modification
  6. Look for explanation notes
  7. Ensure changes align with customer request

Use Case: Customer disputes final order total. Review log to see all modifications made to order: product added by customer, quantity changed by admin per customer call, delivery fee applied by system, discount code applied by customer. All changes documented and legitimate.

Use Case 5: Review Customer's Own Activity

Goal: See what changes customer made themselves vs. admin

Steps:

  1. Open Customer Log History
  2. Filter to "Customer-initiated only"
  3. Review customer login times
  4. Check what changes they made
  5. Look for patterns in their activity
  6. Compare to admin actions
  7. Use to understand customer engagement

Insights:

  • Frequent logins but no changes? (browsing)
  • Lots of substitutions? (picky eater or exploring)
  • Regular price checks? (price sensitive)
  • Only logs in when order going out? (engaged)
  • Never logs in? (set it and forget it)

Troubleshooting

Cannot Find Specific Change in Log

Symptoms:

  • Know change was made but can't find it
  • Entry seems to be missing
  • Date doesn't match expectation

Check:

  1. Expand date range filter
  2. Try different search terms
  3. Check spelling of search keywords
  4. Filter by different action types
  5. Look for related entries (may be worded differently)
  6. Check if viewing correct customer account

Common Causes:

  • Change older than date range selected
  • Entry description uses different wording
  • Change made on different customer account
  • System grouped multiple changes into one entry
  • Typo in search term

Log Shows Too Many Entries

Symptoms:

  • Overwhelmed by number of entries
  • Hard to find specific information
  • Page loads slowly

Solutions:

  1. Use more specific date range
  2. Filter by action type
  3. Use keyword search to narrow results
  4. Focus on recent entries first
  5. Export to CSV for easier searching
  6. Ask what specifically you're looking for and filter accordingly

Cannot Identify Who Made Change

Symptoms:

  • Admin name shows as "System"
  • No admin name listed
  • Entry unclear who initiated

Understanding:

  • "System" = Automated action
  • "Customer" = Customer made change themselves
  • "(Automated)" = Scheduled system action
  • Empty admin = Old entry before tracking implemented
  • API integrations may show as "System" or integration name

Timestamps Don't Match Customer's Story

Symptoms:

  • Customer says change happened at different time
  • Date doesn't align with their recollection
  • Time zones seem off

Check:

  1. Verify time zone - system may use UTC or server time
  2. Ask customer to confirm the date (may be misremembering)
  3. Check if customer in different time zone
  4. Look for related entries around that timeframe
  5. Consider if customer saw change notification later

Remember:

  • Log shows when change was saved, not when customer noticed
  • Customers may report when they saw it, not when it happened
  • Email notifications sent after change may confuse timeline
  • Customer Detail - Main customer account page
  • Customer Email History - Email communication log
  • Order Detail - Individual order information
  • Account History - Admin user action history (all customers)
  • Admin Users - Manage admin user accounts

Typical Workflow:

  1. Customer Detail → Log History (investigate issue)
  2. Log History → Order Detail (check specific order)
  3. Log History → Customer Detail (add note about findings)

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View log history for assigned customers
  • Manager: View all customer logs, export data
  • Administrator: All Manager + delete log entries (rarely needed)
  • Kiva Admin: All features + technical log details, IP tracking

Restricted Features:

  • Delete Entries: Requires Administrator or Kiva Admin (rarely done)
  • Export All: Large exports may require Manager approval
  • IP Address Viewing: May be restricted to Manager or higher

Best Practices

Daily Operations

  1. Check log history when customer disputes a change
  2. Review log before major account modifications
  3. Use log to verify customer's claims
  4. Document your findings in customer notes
  5. Use log to understand customer behavior patterns

Investigation

  1. Start with date range around reported issue
  2. Use specific keywords to narrow search
  3. Read entries in chronological order
  4. Look for patterns, not just single entries
  5. Cross-reference with customer notes and emails

Documentation

  1. Add notes referencing specific log entries
  2. Quote log timestamps in dispute resolution
  3. Export logs for serious disputes or legal issues
  4. Keep explanations in notes when making manual changes
  5. Document why you looked up the log (for audit purposes)

Data Privacy

  1. Only access logs for legitimate business purposes
  2. Don't share log details unnecessarily
  3. IP addresses are private information
  4. Respect customer privacy when reviewing activity
  5. Follow company data retention policies

Quick Reference Card

Task Action/Location
View customer log Click "Log" in customer detail header
Search for change Use search bar with keywords
Filter by date Select date range from dropdown
Find order changes Search for order number
Check who made change Look at "Admin" column in entry
View payment history Filter to "Payment activity only"
Export log Click "Export" button after filtering
Find login activity Filter to "Login activity only"
Investigate issue Search by keyword or date range
Return to customer Click "Back to Customer" button

FAQs

How far back does the log go?

The log typically stores all account history since the customer signed up. Very old accounts may have limited history before the logging system was fully implemented.

Can I edit or delete log entries?

No, log entries are permanent records and cannot be edited. Only administrators can remove entries in exceptional circumstances (errors, privacy requests). This ensures audit trail integrity.

Why do some entries show "System" as the admin?

"System" indicates an automated action - recurring order generation, scheduled tasks, API integrations, or automated processing. These actions weren't initiated by a human admin.

What if I find an unauthorized change?

Document the finding, screenshot the log entry, add a note to the customer account, and escalate to your manager. Investigate who had access and whether corrective action is needed.

Can customers see their own log history?

No, log history is admin-only. Customers can see their order history and some account changes, but not the detailed audit log shown here.

How do I know if a change was made by the customer or an admin?

Check the "Admin" field. If it says "Customer" or the customer's name, they made it. If it shows an admin name, that person made it. "System" means it was automated.

Why are there so many entries for one change?

Some actions create multiple log entries. For example, changing an address might log: (1) address change, (2) route recalculation, (3) delivery date update, (4) notification sent.

What's the difference between "Old Value" and "New Value"?

Old Value shows what the field contained before the change. New Value shows what it was changed to. This lets you see exactly what was modified.

Can I see which orders were affected by a change?

Yes, many log entries include a "Related Link" to the specific order or record affected. Click the link to view that order or record directly.

How do I export the log for compliance purposes?

Use the Export button, select "All time" date range, include all columns, and download the CSV. Store this securely as it contains sensitive audit information.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.