This article will cover how to find information about your patrons from their shipping address to if their payment was successful. This will show you which patrons were charged and which tier they are in. This is your one-stop shop for understanding the status of your patrons.
Your Relationship Manager is a simple, and powerful tool for messaging, and managing your patrons. Here you’ll find membership, billing, and contact information for active, and former patrons. You can also access your blocked patron list to keep tabs on things.
Please note that while these examples are in US Dollar ($), it is possible that you could be billed in Euro (€) or British Pounds (£) depending on the currency that the creator bills in.
What’s included in my Relationship manager?
Let’s break down the aspects of your Relationship Manager into sections to help you better utilize the information available. Below we’ll go through the following:
- Your Relationship Manager filter bar
- Your patron list
- Patron card for individual patrons
- Payment history card
- Messaging groups of patrons & downloading your data
Managing patrons with Relationship manager filters
Unfiltered, your Relationship manager will is a full list of all active, and former patrons. You can use the available filters to get more granular information on groups of patrons.
You can filter your patron list by:
- Membership type (active, former, declined, blocked)
- All tiers (filter by patrons with no Tier, or “No tier,” or by your Tier levels)
- Pledges value (payment amount)
- Charge status (Paid, refunded, declined, or fraud)
Start from scratch by clicking “Clear filters” under the filters bar.
Note: If you are in our Annual memberships Beta, you’ll see an added filter in your Relationship Manager titled, “Charge frequency," so that you can filter through your patrons that pay monthly versus per year.
Your Patron list
Once you’ve filtered to the patrons you’re looking for, you’ll see the list of patrons who fit your filters directly below the filters bar. The list view gives you a high-level view of your patrons.
What do the columns of my patron list mean?
| Member name: | Your patrons’ profile name. Patrons can be anonymous, just as creators can, so their profile name may not be their actual name. |
| Pledge: |
Their current payment amount. If you are in our annual memberships Beta, you may also see patrons marked as "per year," learn more, here.
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| Lifetime: | The total amount they’ve paid your as their patron. Please note that the Lifetime payment amount does not update immediately, and there may be a delay in this number updating for patrons particularly during billing processing on the 1st of each month. |
| Last charge: | The last time that we attempted to processes that patron’s payment. You can see whether the attempt was successful, or not in the “Status” column directly to the right. |
| Status: | This column will show you the status of the patron’s most recent attempted charge. |
| Additional details: | If you’d added any notes that might help you in your relationship with particular patrons, you’ll see them appear in this column. |
Patron card: details about individual patrons
By clicking on a patron from the list, you’ll see more details related to that patron on the right-hand side of the manager, in the “Patron card.”
Membership details
At the top of a patron’s card, you’ll see their profile name, length of time as a patron to you, and their Tier level. If you see “no tier” listed under a patron, it means that they’ve not joined a Tier, and instead made a custom pledge. From here, you can send the patron a private message, or block a patron using the More option, and selecting “Block user.” Learn more about blocking, here.
Additional details
You can add details specific to your relationship with this patron, or any information that might make it easier to deliver benefits to them. These notes are private, and for your use only — patrons will not see the details you add in this section.
You can add details specific to your relationship with this patron, or any information that might make it easier to deliver benefits to them. These notes are private, and for your use only — patrons will not see the details you add in this section.
Once added, you’ll be able to see your details in the "Additional details” column of your patron list.
Contact information for patrons
In the patron card, you’ll see your patron’s profile name, a place to add additional details, and the following contact information for each patron (if the patron has supplied it):
- Email address
- Shipping address, if they’ve opted into providing this information
- Discord username, if you offer this benefit (Pro, and Premium plans)
Payment history
You can see the complete payment history by clicking on a patron from your Relationship manager list. Clicking on See all payment history link in the bottom right corner of the Relationship manager will bring up a window with their complete billing history with you.
You can refund a patron's 3 most recent bills processed to you. If you'd like to refund a patron further back, you'll want to arrange the refund outside of Patreon.
What do the statuses in my Relationship manager mean?
| Paid: |
Means the payment was successful.
|
| Declined: | If you see declined, it means that we’ve attempted to process their payment, but their bank has declined the charge. We regularly reattempt declined payments, however, often times, the patron will want to contact their bank to ensure nothing is blocking the payment. Feel free to share this with patrons in a declined state: Why did my payment decline? How do I retry my payment? |
| Upgraded: |
The patron has successfully increased their payment amount or tier level. |
| Downgraded: | The patron has successfully decreased their payment amount or tier level. |
| Deleted: | Means that the patron deleted their membership. |
| Repledged: |
Means they’ve become your patron again. |
| Refunded: |
Means that particular bill has been refunded to the patron. You can see a full list of refunded patrons on the Refunds page of your Income section. |
| Tier deleted: | When you’ve removed a Tier from your page. When you delete a Tier, it doesn’t delete a patrons’ payment, so be sure to communicate the change with patrons ahead of time. Learn more about retiring a Tier, here. |
Bulk messaging patrons & downloading your list for additional tasks
Bulk messaging groups of patrons
Whether you’re messaging all declined patrons encouraging them to resolve their payment, or sending benefits to all patrons in a Tier, sending mass messages to patrons is a powerful tool for membership management.
Once you’ve filtered your list of patrons, you can use the Message button above your patron list to message all patrons in the list. While you can send mass messages, each message is still private. This means that responses from patrons will be seen as separate messages in your inbox.
Note: We advise you to filter your list to active patrons— without filtering your list to active patrons, you’ll send your message to patrons who may no longer wish to receive content from you.
Downloading your patrons’ information
Now that you have a list of similar patrons, you can download a CSV file of your Relationship manager data.
Note: If you are in our annual membership beta, your CSV will include an extra column titled, “Charge frequency.” Additionally, please note that your annual patrons’ “Last charge date” will reflect the date they joined with their annual membership.