Customers

Customer Profile Search

Customer Search

Use the global search in the top right of the application to search for customer information. Results will show for Customers, Contacts, Invoice, and Transactions that match your search. In addition to search, use the three bar menu to navigate to "Customers". Here you may search for customer profiles. Using the Quick Filter, you can limit your search to companies that only have open invoices.

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Customer Profile Overview

Customer Profile Overview

Customer Profile:
  • This is where you manage the selected customer, or view the Client Facing version of the portal.
  • Click "Back to Customers" to return to the profile search page, or use the top right search box to start a new search.
The three "chips"  denote that this customer has been properly linked to each respective entity. Meaning, for "Middle Earth Tech Solutions" we have a ConnectWise company profile, QuickBooks customer, and payment information from the BNG Gateway all related.
  • If any of these "chips" are missing (regardless of your specific CRM/Accounting package configuration), open invoices or contacts may not display.

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Customer Details

Customer Details

Click on the Customer Details section. Here you may view and individually manage all of a customer's associated contacts.
  • The "Sort By" and search field will assist when many contacts are listed.
Click on "Emailing" to send an account statement to the default billings contact(s). You can also view the audit trail of emails that have been sent to this customer, along with a description of any errors that may have occurred. Each contact can have a unique level of access. This will control what a given contact can see and do once logged into the portal.
  • If a client mentions they can't see any open invoices, make sure their security level is high enough!
In the image example, we clicked on Gandalf to expand the card. Under the "Profile" option we used the drop down to "Revoke Access".
  • When making changes, don't forget to "Save"!
Click on "Email" to send a Welcome Email, Password Reset, or Account Statement. You can also view the contact's email history (only pertaining to THIS specific contact).
**The various access levels are defined and managed under the main Settings + Profiles + Contact Profiles section. Please refer to other documentation articles for details**

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Balance

Balance

This is simply a quick overview of a customer's current account state. Click the customer's name to return to the Profile Overview. It is a reflection of the items that currently exist in our system (your records may differ).
  • "Total Balance"
    • consists of all open invoices added together.
  • "Total Past Due"
    • calculated by adding up open invoices past their technical due date.
  • "Oldest Invoice"
    • the invoice with the oldest date of creation
  • # Of Invoices
    • the number of invoices with a current outstanding balance

If what we show does not match your accounting software records, please refer to our other articles about missing or incorrect invoices.

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Open Invoices

Open Invoices

From the Profile Overview page, you can directly pay invoices. Selecting one or multiple invoices will allow you to use the "Pay Selected" option to quickly make a payment on the client's behalf.
  • The red caution triangle dictates this invoice is past due.

Clicking on "Open Invoices" will bring you to the dedicated Open Invoices page. This is useful when dealing with a large quantity of invoices. Selecting an invoice will again enable the "Pay Selected" button.
Clicking "View"  will yield the invoice summary window.

The invoice summary displays additional data about the selected invoice(s) such as the balance remaining, and due date. If any payments are pending, scheduled or set to AutoPay against the invoice they will also be shown here. See Invoice Summary for additional details. In the example above, a "Scheduled Payment" has been manually set to process (for the future date 12/20/16 in the amount of $12). However - we want to and can make additional payments before then!
  • The system will intelligently decide if doing so impacts tentative payments in anyway shape or form. If necessary, adjustments will be made to prevent an overage payment.
Clicking "Pay Invoice" will bring you to the payment screen.
The steps needed to finalize the payment:
  • Enter the amount (we put in a partial amount of $66 for the example)
  • Select the payment method to use (we decided to use a Discover)
  • Pick the date for this to initiate (we did the current day)
Lastly click "CONFIRM". The payment will initiate or schedule appropriately. The payment confirmation window appears, and the automated email receipt sends out.
  • Only contacts with eligible profile levels will receive the email.

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Pending

Pending

This includes any payments you or your customer recently initiated.
  • The payment(s) has yet to sync to the accounting package

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Scheduled

Scheduled

A Scheduled Payment is a payment that has been manually arranged to process on a selected date.
  • This does not include payments set to pay via Autopay

A payment can be re-scheduled, or cancelled using the calendar icon.
  • Clicking RESCHEDULE will open a date picker to choose a new point in time for the payment to process
  • Click cancel, to stop the payment from processing.

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Payments Calendar

Payments Calendar

The calendar shows a visual interpretation on when upcoming payments are set to process.
  • NOTE: We can't show upcoming payments to invoices that don't exist yet - (Be sure to create the invoices, and sync them in from your accounting package!)
In the above example, we can see that on the 11th of October, 10 payments will process via Autopay. The total amount of all ten payments is $116.37
  • Click on the "10AP $116.37" to view an additional breakdown

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Payment Methods

Payment Methods

On the Customer Profile, the "Payment Methods" section lists all credit cards or bank accounts on file for a given client.
  • Clicking on "NEW" will allow entry of a Credit Card, or other supported form of payment.
  • Clicking "EDIT" will require re-entry of ALL payment information (regardless of type).
AddCreditCard Click or tap to toggle between the Credit Card or ACH (Bank Account) options, and then proceed with "Next".

CreditCardorACH

The "Friendly Name" is simply the title of the payment information for easy recognition used by the portal.
  • Ex. "Bob's Primary Card", "Mary's Business Visa"
  • Be sure to click "Next" when all the fields are valid.

CCform

Fill in the address information if required.

CCformAddress

Check-mark the box to authorize the addition of the payment method. Note: Clicking "Submit" does NOT process a transaction!

Once submitted, you should see a success confirmation that the payment method was added. This is stored in the secure, PCI compliant, Customer Vault*.

CCSuccess

  • This allows repeated use of the payment method, without re-entry (needed for Autopay!)
  • The native data in the vault is inaccessible by you or us (full account numbers are not visible).
  • Clients can also update/modify entries from their portal perspective (if permitted)
*This is true if your merchant processing account is setup with us. We don't necessarily know the specifics of how other Gateways handle sensitive data.
ACH Form:

ACHForm


The "CARD READER" On/Off switch is a secure and encrypted way to enter payment information with physical hardware.
  • Negates the need to type card information via a keyboard.
  • Please contact us if you would like to learn more!

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Customer Credits

Customer Credits

On the Customer Profile, the "Customer Credits" area lists credits on account for a customer.
  • This section can show both credit memos and unapplied payments.
  • This section will also show on the customer portal - to toggle this on or off for the customer portal, see Contact Profiles.
  • To view only Credit Memos, select Credit Memos in the header. To view only Unapplied Payments, click Unapplied Payments in the header. To view both Credit Memos and Unapplied Payments, click All in the header.
  • The header will display the total amount of the type of credits you have selected, along with the count.
  • The grid displays the ID of the credit, the type of the credit and the remaining balance of the credit.

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Autopay

Autopay

The Autopay section of the Customer Profile is where you may add/remove or modify settings, for a given client. You can stop existing settings from changing in a "freeze" "un-freeze" fashion. "Locking" (solid padlock icon) prevents the client from making any modifications, even if they have user permissions to do so.
  • Click the icon, or expand a setting to use the selector switch
    • Locked settings will show as "greyed out" and disabled from the client's perspective

The order of operations/precedence can be changed by dragging and moving individual settings.
  • The top of the list is the first setting to process on an Autopay cycle.
  • The cycle continues downward through remaining configurations in order, one-by-one.

To add a new configuration, click "New". The warning/attention symbol indicates when one or more settings are invalid or missing. This prevents the ability to save until all conditions are met.
  1. Choose a payment method to use (exclusively for this configuration)
  2. Select a basic trigger between contract, dollar amount, or invoice line item name
  3. Pick an Operator as a condition
  4. Define the final value to validate against (may choose multiple)
  5. Save the changes!!
  • In the example image below, the save button is disabled because a payment method is not selected in the 1st step.

The "Advanced" option will allow you to add an additional row of criteria by clicking the green +. Doing so also enables additional "Types" as a potential trigger.
  • You may click "DISABLE" to freeze the configuration without having to delete and start over.
  • While you may create extremely complex scenarios, we recommend keeping the configurations as simple or "one-lined" as possible.
    • NOTE: ALL of the multi-line criteria must be met and hold true for a configuration to be honored (so invoices pay).
    • In the example below ~ if a $280 invoice was 10 days old, it would NOT Autopay (the criteria is not met). If the invoice becomes 15 days old, the criteria would be true and the system would make the payment.

*It is entirely possible to trump, or invalidate a setting with another configuration*.
  • Ex., an invoice meets the criteria of multiple existing Autopay configurations.
    • In that scenario, the system will NOT make a duplicate payment against the same invoice. The Autopay cycle will simply "ignore" any remaining (but still true) configurations.

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Invoice History

Invoice History

You may view currently open or old invoices from the tenant administration side.
  • Clients have this option from their perspective (with security levels permitting).
Clicking "More" and will display an Invoice Summary. See Invoice Summary for additional details.

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Transaction History

Transaction History

New or old transactions processed with this customer are displayed:
  • Our system will show payments made outside of the portal, such as a manually entered paper check.
  • The history is partly determined by the "Sync From Date", and how much data we have pulled in from your accounting software. Some items may be missing.

The green check-mark denotes the payment was initially accepted by the processing back-end.
  • This does NOT necessarily guarantee you already have or will receive the funds!
    • In the scenario of an ACH payment, the E-Check could still bounce on the client's end.

The "Hour Glass" icon means the payment is in "Pending" status.
  • This usually indicates the payment simply has not reconciled back to your accounting software yet, and has not applied to the open invoice(s). You may need to run a sync in order to do this!
    • The client will still see the invoice marked as paid in this scenario.
Clicking on the Transaction number will display in-depth details.
  • In the example, we can see the invoice our $500 payment was applied to.

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Viewing Invoices

Invoice Summary

The summary of an invoice can be viewed from multiple areas including Invoice History, Open Invoices, AutoPay Approval, and among other places. Details on an invoice summary include:
  • Due Date
  • Total
  • Open Balance
  • Purchase Order #
  • Transaction Date
  • Invoice attributes including if the invoice is pending payment, has a scheduled payment, or meets criteria for an AutoPay rule
  • A summary of payments applied to the invoice
  • A description of matching AutoPay rules
Actions available on an invoice summary include:
  • Pay (shown when there is a remaining balance on the invoice)
  • View - Shows a rendering of the invoice based on the Invoice Image Data setting in the Billing configuration
  • Email Invoice (tenant administrators) - An invoice notification will be sent to the company's Default Contacts. This email uses the Invoice Notification template found in the Customer Emails configuration.
  • View Email History (tenant administrators) - View all email history associated to the invoice -- Invoice Notifications, Account Summary, etc.
  • Ask Question
Example Invoice Summary

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