Deactivating a customer account marks it as Inactive and acts as a flag for Admin users.
Need to deactivate multiple accounts at once? See Deactivate Customers in Bulk for instructions on using a CSV import to deactivate a large number of accounts at the same time.
Before You Begin: Set Up Your Deactivation Reasons
The deactivation process requires you to select a reason from a dropdown menu. If no reasons have been added to your account, the dropdown will appear empty and you will not be able to complete the deactivation.
To add deactivation reasons:
Go to Settings > Configurations
Scroll to the Account Deactivation Reasons section
Add the reasons you want to track (e.g., Non Purchaser, Removal Request, Unsubscribed, Fraud/Scam)
Save your changes
Once at least one reason has been added, you're ready to deactivate accounts.
How to Deactivate a Customer Account
Go to the Customers page and search for the customer by name or email
Click their name to open the Customer Details page
Click Actions in the upper right corner
Select Deactivate Customer Account
In the window that appears, choose a Deactivation Reason from the dropdown
Add a Note to provide additional context (e.g., Requested removal via email on 4/15/2025)
Click Deactivate to confirm
A deactivation flag will appear at the top of the customer's profile, showing the reason and date. The account status will change to Inactive.
IMPORTANT: Deactivating a customer in Offset does not remove them from Campaign Monitor or other marketing platforms you may use. You will need to remove or suppress them manually from any third-party platforms.
Removing from Clubs and Groups
Since deactivation does not restrict a customer's access to the website, you will want to remove them from any active clubs or groups to prevent them from continuing to receive allocations or club orders.
To remove from a group:
On the customer profile, scroll to Groups & Segments
Remove them from any active groups. If you have a group for inactive customers, move them there instead
To remove from a club:
On the customer account, select the Club tab
Select Edit next to their club
Select Actions > Cancel Club
Removing Personal Information
These steps are only necessary if the customer has requested that their personal data be removed.
To remove a credit card:
From the Customer Details page, scroll down to the Billing section
Locate the saved card and select Delete
To update contact preferences:
From the Customer Details page, click Edit
Scroll to the Contact Preferences section
Set Receive Email, Receive Mail, Receive Calls, and Receive Texts to No as needed
Click Save Changes
What Happens After Deactivation
Deactivation is an admin-facing flag only. The customer can still log in & browse their account.
If you have configured an Inactive Account Message under Settings > Configurations, that message will be displayed on their account page.
The deactivation reason will appear as a flag on the customer's profile and will be included in customer exports under the
deactivation_reasoncolumn.The account can be reactivated at any time by navigating to the customer account and selecting Reactivate Account from the top of the page.