Customers and on-account sales: frequently asked questions
Questions about selling on credit, adding customer payments, clearing debts, limits and payment terms, sending statements, balance on the receipt, deleting customers and balance differences.
The most common questions about the customer card, selling on credit (on account), collecting payments and statements. For answers that depend on the app, choose your app at the top of the page.
Selling on credit and collecting payments
How do I sell on credit (on account)?
On the sales screen, first choose the customer with Select customer, add the products and press On account; the amount is added to the customer's debt. You can't sell on account without selecting a customer. You can add a new customer straight away with + New customer in the Select customer window.
On-account shortcut: F10.
On-account shortcut: F3.
On the sales screen, tap Select customer, add the products and tap On account.
Details: Selling on account and adding a payment to a customer.
My customer paid their debt. Where do I add the payment?
On the customer card, press Add Payment and enter the payment type, the amount and, if needed, the date. You can also add it without leaving the sales screen with Options › Add payment to customer.
On the sales screen, Devices and options › Add payment to customer, or on the customer card the Take Payment tab › Save Payment.
Cash payments are included in the Cash Register Report; all collections appear on the Payments Received card in reports.
I want to collect the customer's old debt together with the sale, but I can't enter a payment higher than the receipt total.
The payment taken in a sale can't exceed the receipt total. Complete the sale first, then add the payment for the old debt to the customer separately, as described above. This separation is needed so that fiscal records don't get mixed up with fiscal cash register integrations.
How do I clear a customer's debt / close their account?
Add a payment for the full remaining debt; the remaining debt becomes 0. To close the debt without receiving a payment (e.g. small rounding differences), choose Balance reset as the payment type.
To reset the card completely, use Other › Reset customer's account; this removes the customer from all their transactions (they become transactions without a customer) and can't be undone.
When the remaining debt and credit are 0, you can close the account with Reset Account at the top right of the card.
In the Receive payment form, choose Balance reset as the payment type.
How do I delete a payment I entered by mistake?
In the Purchases list on the customer card, press the bin at the end of the payment line and confirm; the remaining debt is recalculated.
In the Sales and Payments list on the card, press the bin icon on the payment line.
In ACTIVITY, tap the payment and choose Cancel payment.
Staff need a separate permission to delete payments.
How do I add a debt (opening balance) to a customer without a sale?
On the customer card, Add Debt; for money you owe the customer, Other › Add credit.
On the customer card, the Add On-account Debt tab; for credit, the Credit / Add Payment tab.
On the customer card, Add debt at the bottom.
You can upload opening balances for many customers at once with Excel: Importing customers with Excel. There is no feature for entering debts or collections in bulk.
How does the credit limit work? I want cash sales to be blocked too when the limit is reached.
The Credit (on account) limit on the customer card limits only on-account sales: if the debt would go over the limit, the on-account sale isn't allowed. Cash and card sales aren't affected by the limit. If the limit is 0, there is no limit.
Is a reminder or automatic message sent to customers whose payment is due? Can I set up an instalment plan?
If you enter a Payment term (days) on the customer card, customers whose payment is coming due are listed on the Due soon card on the web panel home page. There are currently no automatic reminders, alarms or automatic debt messages to customers, and no feature that closes the account when the term passes. There is no monthly instalment / payment plan module; you can write this information in the customer note. To send SMS to customers manually, see Bulk SMS.
Statements and balances
How do I send a customer an account statement between two dates?
In the list at the bottom of the customer card, choose the start and end dates and press List. From the Print menu, print in A4 or thermal format, as a summary or in detail; export with Download Excel. To send it via WhatsApp, use Other › SMS / WhatsApp.
Printing statements isn't available on desktop; get them from the web panel or the mobile app.
On the customer card, choose Print summary, Print detailed or Print / send by date range from the Actions menu; share the PDF via WhatsApp or email.
There is currently no link (B2B portal) where customers can see their up-to-date account at any time. Details: Adding debt to a customer and statements.
The customer's previous balance and remaining debt don't show on the receipt.
The balance is printed only on receipts of sales with a customer selected, and the setting must be on:
Receipt settings are made in the web panel and also apply to receipts on mobile.
When you send the receipt via WhatsApp as an e-receipt link, only that sale is shown; to send the customer's total debt, use a statement.
Where do I see my total receivables and the customers who owe me?
The boxes at the top of the "Customers" page show total on account, total payments and TOTAL REMAINING DEBT; list the customers who owe you with Show only those with debt.
Total debt, total payments and remaining receivable are shown at the top of the "Customers" page; use the Outstanding Debt / Credit filter.
In the Customers list, choose Sort by remaining debt.
The customer's balance doesn't match the lines in the statement.
- Check the statement's date range: a debt or payment with a future date doesn't show in the list unless you move the end date forward. For the full history, move the start date back (e.g. to 2000).
- If a sale was edited later (product added to the receipt, product cancelled, payment type changed), the debt changes accordingly.
- Small differences such as 0,01 in the remaining debt may come from rounding; you can close them with Balance reset.
- If desktop and web show different figures, check that syncing has finished: Sync problems.
What have I sold to a customer before, and at what price?
To see it by product, choose CUSTOMER and a date range in Reports › Product Report. On the sales screen, the % window on a product line also shows the product's recent sales.
If you tap a line during a sale while a customer is selected, the RECENT SALES (THIS CUSTOMER) section shows the latest sales of that product to this customer. The Product Report also has a customer filter.
There is no product search inside the customer card.
Customer card
How do I change a customer's name?
To change the name shown in sales and lists, use Other › Change customer name on the customer card. For phone, tax details, address, discount and price level, press Edit.
On the customer card, press Edit Details, make the change and Save.
On the customer card, Actions › Personal information.
You can't create a second customer with the same name.
Can I search for a customer by phone number? I have more than one customer with the same name.
In the Select customer window, you can type the customer's name or at least 3 characters of their phone number.
In the Select customer window, you search by customer name.
Search by name when selecting a customer.
To tell customers with the same name apart, add a distinguishing detail to the customer name (e.g. "Ahmet Y. - Merkez").
I can't delete a customer. Can you restore a customer I deleted?
A customer whose debt isn't zero can't be deleted; close the account first. If there is a space at the end of the customer's name, deleting may give an error; correct the name and try again. A deleted customer can't be restored (our team can't restore it either); their past sales remain without a customer. You can see who deleted it and when on the Activity Log page in the web panel.
Can I give a customer a special discount or wholesale price?
Yes. If you enter a Discount rate on the customer card, a percentage discount is applied to the receipt automatically when you select that customer. If you set Price Level to Price 2, products are priced at Price 2 for that customer. See Price 1 / Price 2.
The same person is both my customer and my supplier. Can I track them on one card?
On the customer card, you can link the supplier card to the customer card with Other › Assign supplier to customer. If you don't see the option, message our WhatsApp support line.
This link is made in the web panel.
This link is made in the web panel.
Customer balances I imported from Excel show reversed or doubled.
Don't put a minus sign in the balance column; enter the amount as a positive number and give the direction in column C: B for a debt the customer owes you, A for an amount you owe the customer. The cleanest way to fix wrongly uploaded records is to delete the customers (My Profile › Delete My Data) and upload the corrected file again. See Importing customers with Excel.
Is there a points / bonus system?
There is currently no customer points or bonus system. You can give your loyal customers an automatic discount with the discount rate on the customer card.
A customer that shows on the web doesn't appear on desktop.
Make sure the desktop app is up to date and press Sync now on the Data integration card on the home page; when syncing finishes, the customer appears in the list. If the problem continues: Sync problems.
Customers saved in the web panel reach desktop through syncing. If one doesn't appear on desktop, press Sync now in the desktop app.
The mobile app uses the same data as the web in real time; pull the list down to refresh it.