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Customer Records

The AR Automation customer record serves as a single point of truth between sales, support, finance, and customer success teams.

View and Update a Customer Record

  1. Click Customers in the left navigation panel.
  2. In the drop-down list, select Customer Records.
  3. Click the customer name link.
    This screen contains the customer details.
  4. To edit the customer record, click the Actions menu ( ⁝ ) and select Edit.

Customer Record

The Customer Record screen includes three sections: an icon bar, the Customer Details, and a toolbar.

Icon Bar

At the top of the screen is an icon bar with the following options.

IconDescription
Add NoteSend notes, emails, trigger letters, texts, or send calls.
Send E-mailSend emails directly.
LettersSend letters from the account.
Send SMSSend texts.
CallPlace calls.
Actions menuProvides the following options.
      EditLets you edit the customer.
      Payment method linkLets you enter payment info for the customer, or directly send the link to the customer for manual input.
      Pay Balance LinkLink manually directs the customer to make a payment.
      Send an InvitationA message to invite the customer to their portal.
      Change Customer Healthvisual indicator that indicates the standing of the account.
      Send InvoicesSends specific invoices directly to customer.
      Disable Auto PaymentsStops payments from being processed automatically.
      Enable Auto Pay ScheduleStarts payments being automatically processed.
      Add CreditThe amount of money subtracted from the invoice.
      Change CadenceChange the communication rules.
      Remove CadencesCompletely delete the cadence from the account.
      Generate StatementSummary of open invoices.
Note: If you don't get a new window after clicking Generate Statements, you must disable the pop up blockers.
      Disable Late FeesStops any late fees for being created.
      TimelineA log of all events that took place on the account, in chronological order.
      Re-syncInitiate manual synchronization for a specific customer record.
      MergeMerge two different customers into one record.
      Change OwnerChange customer's owner.
      Transfer Payment MethodTransfer payment method from one customer to another (only applicable for customers under the same entity).
      ArchiveArchive customer record in AR Automation.

Customer Details

The following are the customer data fields.

FieldDescription
Display NameThe way the customer's name is presented throughout the system.
Custom FieldsCustom data for customers, invoices, and employees
Additional InformationThis is where you define the ownership, parent ownership, and child invoices.
ContactsThis defines other people who have access to the customer portal and messages.
Note: The Contacts information cannot be changed in AR Automation if you are connected to an accounting system.
Outstanding BalanceThis is pulled directly from the accounting system and lists the customer's balance.
Unapplied CreditsCredits that have not yet been applied to the customer's account. For more details, refer to Create an Unapplied Credit.
Payment MethodSpecifies if the customer has a payment method on file.
Auto PaymentsEnables or disables automatic payment rules for the customer. (By default, this is set to Enabled for all customers.)
Auto Pay ScheduleLets you create an automatic payment schedule for the customer.
Last PaymentLast payment recorded in the system.
Last ContactedLast time an email was sent to a customer.
Preferred Payment MethodThe options a customer is allowed to pay with.
Default Invoice TemplateIf a customer has more than one invoice template they can select different payment methods for each.
Account NumberThe number attached to the account.
CadenceThe rules (cadences) they are assigned to.
Phone NumberNumber for contact.
Customer PortalEither enabled or enabled. This sends an invite to the account holder to access the account. Once accepted, the account holder is enabled to enter the account.
OwnershipDifferent types of owners of the customer (Billing Owner). The billing owner is primarily responsible for any cadence related tasks.
Account Manager/Sales RepOwners that are included in the cadences.
ManagerThis person can see the customer even if assigned to a role with limited access. For more information, refer to Roles.
NPS Surveys 
Aging summarySummary of invoices broken up into separate groups.

Create an Unapplied Credit

  1. Click Unapplied Credit and then click the pencil icon.
  2. Click Add Credit screen opens.
  3. Enter the Amount of the total that the credit.
  4. Enter a Description showing what the credit is for.
  5. Click Add.
    Once the credit is added, the invoice balance decreases.

Edit Auto Pay Settings

To edit the customer's automatic payment settings, first, make sure Auto Pay is enabled, then complete the steps below to modify their automatic payment schedule.

  1. Next to Auto Pay Schedule, click the pencil icon.
  2. Configure the following settings:
    • Interval — How often open invoices should be automatically charged.
    • Start/End Date — The start/end date for auto payment.
    • Charge Due Invoices Only — Select this to charge only invoices that are due or past due, instead of all open invoices.
    • Do not charge sub-accounts — Select this to only charge invoices under the parent account, instead of charging all invoices under the parent and child accounts.
  3. Click Save.

The automatic payment rule runs according to the schedule you created. When running, the system checks every 20 minutes to see if any open invoices match your rule. For example, if you set the interval to Daily, the system checks every 20 minutes for invoices to charge.

Delete Customer Record

If you need to delete a customer record and all the associated data, you can select the Delete option on the Customers page or on the Customer Record page. This action irreversibly erases the following information from our records:

  • Customer's Record
  • All related contacts with personal data
  • Objects related to a specific customer:
    • Invoices
    • Payments
    • Subscriptions
    • Notes
    • Communications
    • Statements
    • Refunds
    • Credit Memos
    • Quotes
    • Documents
    • Attachments
    • Payment Plans
    • Payment Methods
    • Timeline events
  • Customer Portal login data
  • BlueSnap Vaulted Shopper record with all customer information stored on the BlueSnap account

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Notes

  • If you delete a customer in your AR account, it won’t be removed from your accounting system automatically. You must do so manually.
  • If you do not want to delete the customer record in AR irreversibly, you can select the Archive option instead.
  • Customers with active, authorized payments (ACH/SEPA, etc.) cannot be deleted.

Merge Customers

You have the option to merge two customer records in order to consolidate duplicate customer accounts. Once a merge is complete, it cannot be reversed.

Follow the steps below to merge customers:

  1. Open the customer records you wish to keep.
  2. Click the Actions menu ( ⁝ ) and select Merge.
  3. Select the source customer: The source customer is the record merged into the target customer.
  4. Select the target customer: The target customer is the record into which the source customer is merged.

Important Notes

  • When merging, all invoices, payment information, and communication history associated with the source customer is combined with the target customer. The profile of the source customer is deleted once all the relevant data has been transferred to the target customer.
  • Blank fields in the target customer record are populated with data from the source customer. For example, if the source customer has a payment method while the target customer does not, the payment method from the source customer is attached to the target customer. However, if both customers have a payment method upon merge, the target customer's payment method remains unchanged.

Data migrated during the merge process

  • Contacts: All contact information associated with the source customer is merged into the target customer.
  • Notes: Any notes recorded for the source customer is transferred to the target customer.
  • Communication History: The complete history of communication, such as emails or letters, is merged into the target customer's record.
  • Invoices, Payments, Statements, Refunds, Credit Memos: All financial transactions related to the source customer are consolidated with the target customer's data.
  • Subscriptions: If the source customer has any subscriptions, they are transferred to the target customer during the merge.
  • Payment Plans: Any existing payment plans associated with the source customer is merged into the target customer.
  • Documents: All documents created for the source customer is moved and associated with the target customer.
  • Attachments: Any attachments saved to the source customer is merged and linked to the target customer's record.

Toolbar

At the bottom of the screen is a toolbar with the following options.

ItemDescription
NotesWritten customized information.
CommunicationAll inbound and outbound communication between contacts through the connected email accounts.
To-DoAll tasks created for the customer (mostly cadence related). For more information, refer to To-Do Lists.
TransactionsAll Invoices, payments, statements, credit memos, and refunds.
SubscriptionsShows any subscriptions the account has. For more information, refer to Subscriptions.
Payment PlansShows any payment schedules for the account. For more information, refer to Payment Plans.
DocumentsAllows you to create documents that can be sent out for electronic signature.
AttachmentsShared with the customer in their customer portal and are used to share information back and forth.

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Updated 6 months ago