Customer accounts can be deactivated, however they are not permanently deleted. A customer's account can be deactivated at any time, there are no restriction on when an account can be deactivated.
To deactivate an account -
*Open the customer's profile
*Select the 3 dots in the upper right hand corner of the customer's profile. (This 3 dot menu option is available from the Account, Services and Billing tab of the customer's profile)
*Select DEACTIVATE
*A Pop up box will advise that you are about to deactivate the account and all services and locations in this account will be deactivated. Do you wish to continue? Select Deactivate (select Cancel if you do not want to continue with the deactivation process).
** At this time customer profiles cannot be deactivated in bulk **
Invoicing Implications on a Deactivated customer
Will deactivated customers still receive an invoice?
They will not have an invoice created in the bulk billing feature since that is for active accounts only. You may manually create invoices (recurring or manual) to send the deactivated customer if they have an account balance, or have unpaid invoices already existing on the account. The invoices created within an deactivated profile do not include services as those services are deactivated as well.
Can I regenerate an invoice for a deactivated customer?
You are able to regenerate the invoice, however because the services are now deactivated it will regenerate as a $0 invoice and remove the services from the invoice. We recommend using caution when regenerating invoices on a deactivated account. Should you accidentally regenerate an invoice that requires the original services to be listed, you will need to reactivate the account, reactivate the services ensuring they're listed as active and then regenerate your invoice again.
Account Groups - If I Re-send unpaid invoices, will my deactivated customer still get an invoice?
The deactivated customer will be sent an invoice if any remaining unpaid invoices exist on their deactivated account and they are in the account group.
Accounts that are Deactivated, can be identified by this icon on the left side (orange line & silhouette). If the account is suspended & deactivated, the account will display in red (suspension) with the orange deactivated icon.
To Reactivate Customer's account -
*Open the customer profile
*Select the 3 dots in the upper right hand corner of the customer's profile. (This 3 dot menu option is available from the Account, Services and Billing tab of the customer's profile)
*Select REACTIVATE
Once the account is reactivated, the service location(s) will need to be reactivated.
From the Service tab of the customers profile, under Locations select the Deactivated tab, select the 3 dots to the right of the deactivated address and select Reactivate location.
Don't forget to reactivate the services or add new.
To reactivate the service(s) -
You must reactivate the customer profile and the location(s) before you can reactivate the service(s). Ensure all required locations are reactivated before attempting to add or reactivate services for a smoother reactivation process.
From the Services tab of the customer profile, select the drop down that is defaulted to Active next to Configured Services. Select Deactivated.
Make sure Show Deactivated is set within your customer profile
Select the arrow next to the service name, select Edit
Select the Deactivate toggle to Active
Remove the end date and save
Will reactivating the service route the stop automatically? Yes!
The work orders will be returned to the state they were in when the service was deactivated. That means those scheduled work orders will be placed back on the same route and stop as they were when they were active.