Customer records are the foundation of your sales process. They store essential information about your buyers, from basic contact details to sophisticated pricing structures and delivery preferences. This comprehensive guide will walk you through creating, configuring, and managing customer records to streamline your sales operations.
Before you can create Sales Orders or Sales Quotes, you must establish customer records for everyone you sell to. Each customer record serves as a centralized hub containing their contact information, delivery addresses, pricing arrangements, and transaction history. By properly setting up these records, you'll ensure accurate order processing, automated communications, and detailed sales reporting.
Customer role permissions
Manage which of your users can create and manage customers by enabling the following role permissions:
Customer
Customer Change Codes
Import Customers
View Customers
More specifically, you can manage which users have can set and override a customer's credit limit by enabling the following Customer sub-permissions:
Override Credit Limits
Set Credit Limits
You can also enable the Customer sub-permissions "Customer Pricing" so that users can view the product prices that have been set in a customer's record, but the user is only able to update the customer's pricing if the "Customer Pricing" permission has the "Can Edit" setting enabled too.
Tutorial Videos
Working with Customer records
How to set up customer specific pricing
Add a customer
Create new customers either from a new Sales Order or Sales Quote's page, via a CSV import (Import Customers), or from your account's main menu.
To create a new customer:
From the main menu, go to Customers > Add Customer.
In the Details tab, enter a unique Customer Code and Customer Name in the fields provided.
Click Save.
🤓 Tip: Avoid using leading zeros, spaces, or special characters when providing Customer Codes, as they can have adverse effects when importing or exporting data with CSV templates.
After a customer's record has been created, in the top right corner of a customer's record, you'll see up to 3 functional buttons:
Add Quote: If Sales Quote is enabled in your company settings, click on Add Quote to create a new Sales Quote for the customer.
Add Order: Creates a new Sales Order for the customer in Parked status.
Save: Click on Save to apply any updates or changes made to any fields or tabs in the customer's record.
Details tab
The table below outlines the fields available in a customer record's Details tab and how they can be updated. Not all fields are required, but most can be updated at any time to align with your customer's changes.
Customer Details field name | Description |
Customer Code | The unique code to identify your customer's record. The Customer Code cannot be updated in the Details tab; instead, go to Customers > Change Codes. |
Customer Name | The unique name of your customer. |
Customer Type | Use the dropdown menu to select which Customer Type the customer is. |
Sales Person | Use the drop-down menu to assign a Sales Person, who will be automatically assigned to any Sales Orders or Quotes made in your account for the customer. |
Sales Order Group | Use the drop-down menu to select the default Sales Order Group that the customer's Sales Orders will be assigned. If a custom field label is set in Sales Groups, the label will replace the field name "Sales Order Group". |
Default Delivery Address | Use the drop-down menu to assign an address from the customer's Address or Delivery tabs as the default for the customer's Sales Orders. |
Delivery Method | Use the drop-down menu to assign a default Delivery Method for the customer's Sales Orders. |
Default Warehouse | Use the drop-down menu to select the default warehouse Sales Orders for this customer will be created from when the order is created directly in your account. |
Notes | A free-text box to provide any additional context relevant to the customer. |
Obsolete | Use the toggle to update the customer's obsolete status. When toggled on, Sales Orders and Quotes cannot be created for the customer, and they cannot be found in searches, but they are still visible in reports. |
Stop Credit | Use the toggle to determine if new Sales Orders can be created for the customer. When toggled on, open Sales Orders cannot be completed and new Sales Order cannot be created. |
GST/VAT Number | A free-text field to provide the customer's GST or VAT tax number. |
EORI Number | A free-text field to enter the customer's EORI Number for their order's Commercial Invoices, only available if International Commerce Codes is enabled in your company settings. |
Default Currency | Before creating a Sales Order or Quote for the customer, use the drop-down menu to set the customer's currency, from your account's Currency Rates. A customer's currency cannot be changed after a Sales Order or Quote has been created for them. |
Taxable | Use the toggle to determine if tax should be calculated and added to Sales Orders created for the customer. When the toggle is on, tax is added to a Sales Order for the customer. |
Tax Rate | When the Taxable toggle is on, use the Tax Rate drop-down menu to set a default tax rate for the customer's Sales Orders, from your account's Taxes. A product's sales tax will take precedence over the customer's tax in a Sales Order. |
Sales Account | Use the drop-down menu to select the Sales Account in your integrated accounting provider completed Invoices will export to. The field is only available if your account is integrated with Xero or QuickBooks. |
Bank Account Name | A free text field to store your customer's preferred bank account details. |
Bank Account Number | A free text field to store your customer's preferred bank account number. |
Payment Terms | Use the drop-down menu to select the default Payment Terms that will apply to the Invoices of your customer's Sales Orders. |
Sell Price Tier | Use the drop-down menu to select the Sell Price Tier Sales Orders for your customer will use when populating product prices. |
Discount (%) | Enter a value between 0-100 to set a default percentage discount on your customer's Sales Orders. |
Reminder | A free-text field to enter any information you want displayed as a pop-up when new Sales Orders or Quotes are being created for the customer. |
Print Quote when accepted on Sales Quote page | Tick the checkbox to automatically generate a PDF of the customer's Sales Quote when it is updated to the Accepted status. The PDF will be generated using the Doc Designer template selected in the Sales Quote. |
Print Order when completed on Sales Order page | Tick the checkbox to automatically generate a PDF of the customer's Sales Order when it is updated to the Completed status. The PDF will be generated using the Doc Designer template selected in the Sales Order. |
Print Packing Slip | Tick the checkbox to automatically generate a Sales Order's Packing Slip when the Sales Order is completed. The PDF will be generated using the Packing Slip Doc Designer template selected in the Sales Order. |
Quote template | Use the drop-down menu to select the Sales Quote Doc Designer template that will be the customer's default template for Sales Quotes. |
Order template | Use the drop-down menu to select the Sales Order Doc Designer template that will be the customer's default template for Sales Orders. |
Invoice template | Use the drop-down menu to select the Invoice Doc Designer template that will be the customer's default template for Invoices. |
Packing Slip template | Use the drop-down menu to select the Packing Slip Doc Designer template that will be the customer's default template for Sales Orders. |
Ship Note template | Use the drop-down menu to select the Sales Quote Doc Designer template that will be the customer's default template for Sales Quotes. |
Apply Credit Limit | When integrated with Xero, and the advanced feature "Enable Customer Credit Limits" is enabled, use the Apply Credit Limit field to set a credit limit based on the customer's outstanding balance in Xero. |
🤓 Tip: If you sell to a customer in multiple currencies, create a customer record for each currency. Include the currency in the each record's customer code to help ensure the correct one's used when creating their Sales Orders.
Address tab
A customer's Address tab allows you to store a customer's main Postal and Physical addresses:
Postal Address: The customer's Headquarters (HQ), PO box, or business address, where you would typically send invoicing and contract documents.
Physical Address: The customer's main delivery address, where tangible goods are sent.
Use the following fields, listed beneath the Postal Address and Physical Address headers, to provide their address details:
Address Name
Address Line 1
Address Line 2
Suburb
Town/City
State / Region
Postal Code
Country
Delivery Instruction
🤓 Tip: To help distinguish between addresses, provide a unique Address Name for each address.
If the Physical Address is the same as the customer's Postal Address, click on the "Copy from postal address" link at the top of the Physical Address section, and the Postal address will copy across.
The Physical and Postal addresses will be available to select in a Sales Order's "Delivery Address" field to auto-populate the address's details for the Sales Order. When the Postal or Physical address is selected in a Sales Order, if the address's details, e.g., Delivery Instructions, are changed in the Sales Order, the changes will update the customer record's address too.
Contacts tab
The Contacts tab in a customer's record allows you to record all the people or teams you may need to contact during the sales process. Contacts saved with valid email addresses in your customer records can be configured to appropriately auto-populate the recipients of emails generated for their Quotes, Sales Orders, Shipments, and Invoices, helping you automate and streamline updates to the sent.
To add a contact to a customer:
Open the customer's record.
Go to the Contacts tab.
Enter a First Name, Last Name, or Email address in the fields provided.
Click Add
📌 Note: A contact must be added with either a First Name, Last Name or Email. The combination of First Name, Last Name, and Email must be unique across all customers and contacts.
Alongside the contact's First Name, Last Name, and Email, you can provide the additional details described in the table below, either when adding the contact or by clicking on the Contact tab's grid.
Customer Contact details | Description |
Delivery Address | Use the drop-down menu to set a Postal, Physical or Delivery as the default address that will populate when the contact is assigned to a Sales Order. |
Website | A free text field to save the customer's website. |
Toll Free No. | The contact's toll free phone number. |
Phone | The contact's phone number. |
Fax | The contact's fax number. |
Mobile | The contact's mobile phone number. |
DDI | Your contact's Direct Dial In (DDI) number. |
Office Phone | Your contact's office phone number. |
Ordering | Tick the checkbox if:
|
Invoicing | Tick the checkbox if the contact is to be automatically populated as a recipient for Invoice emails. |
Shipping | Tick the checkbox if the contact is to be automatically populated as a recipient for Shipment emails. |
Comments | Click on the speech bubble icon in the contact's row to add any notes specific to the customer contact. |
Primary contact
The first contact added to a customer's record will automatically be labelled the "Primary" contact. The primary contact will always be listed at the top of the customer's Contacts list and will show a green tick icon on the contact's row, in the Primary column. The primary contact is the default contact that will be used for the customer. Only one contact can be a customer's primary, but it can be reassigned at any time.
To update a contact to the primary contact:
Open the customer's record.
Go to the Contacts tab.
Hover over the action cog icon on the to-be primary contact's row.
Select "Set as Primary".
Sync contacts with accounting integrations
When integrated with Xero, the customer's primary contact MUST have an email address to sync successfully. Up to 5 contacts in your customer record will sync as contact persons in Xero when the configuration setting "Export customer contacts" is enabled. When integrated with QuickBooks, only the primary contact will sync.
Delete a contact
When a contact's details are no longer needed for a customer, delete them from your customer's Contacts tab:
Open the customer's record.
Go to the Contacts tab.
Hover over the action cog icon on the to-be primary contact's row.
Select Delete.
A primary contact cannot be deleted, you must assign a new primary contact for the customer before deleting.
Default CC Email
In the Default CC Email Address field, underneath the list of contacts in the customer's Contacts tab, you can enter the email addresses of any recipients you want automatically included in Cc for emails generated for the customer in your account. Separate multiple email addresses with commas.
Delivery tab
When a customer has multiple delivery points, alongside their Postal and Physical addresses, the address of each additional delivery point can be saved in the customer record's Delivery tab. The delivery addresses will then be available to set as defaults or select in the customer's Sales Orders, to automatically populate the correct details for that order's delivery.
To add a delivery address to a customer:
Open the customer's record.
Go to the Delivery tab.
Enter a unique Address Name and any address line details.
Click Add.
🤓 Tip: To help distinguish between addresses, provide a unique Address Name for each address.
Use the following fields, available when adding or updating a delivery address, to provide their address details:
Address Name
Address Line 1
Address Line 2
Suburb
Town/City
State / Region
Country
Postal Code
Delivery Instruction
When the delivery address is selected in a Sales Order, if the address's details, e.g., Delivery Instructions, are changed in the Sales Order, the changes will update the customer record's address too.
Obsolete a delivery address
Delivery addresses added to a customer cannot be deleted, but if they're no longer needed, they can be made obsolete so that they're no longer available to assign to a Sales Order.
To obsolete a customer's delivery address:
Open the customer's record.
Go to the Delivery tab.
Hover over the action cog in the delivery address's row.
Select Obsolete.
After a delivery address has been made obsolete, it will be removed from the default view of the customer's Delivery tab. Tick the "Show Obsolete" checkbox in the Delivery tab to include all obsoleted delivery addresses in the Delivery tab's list. Hover over the obsolete delivery address's action cog icon and select Activate to un-obsolete it.
Quotes tab
The Quotes tab in a customer's record provides an overview of the Sales Quotes that have been created for the customer. By default, the Quotes tab displays Quotes with an open status, where "open" includes Draft and Pending statuses, for all warehouses.
Use the filters available at the top of the Quotes tab to filter your view:
Quote Status: Use the drop-down menu to filter by status:
Open
Pending
Accepted
All
Warehouse: Use the dropdown menu to filter by the warehouse assigned to the Quote.
Quote actions
From the customer's Quotes tab, you can perform bulk or individual actions to update the Quotes. Hover over the action cog icon in the Quote's row, or tick the checkbox to select multiple Quotes and hover over the action cog icon in the grid's header to select one of the following actions:
Accept
Cancel
Email
Print
Delete
Orders tab
The Orders tab in a customer's record provides an overview of the Sales Orders that have been created for the customer. By default, the Orders tab displays Sales Orders with an open status, where "open" includes Parked, custom Sales Order statuses, Placed and Backordered statuses, for all warehouses.
Use the filters available at the top of the Orders tab to filter your view:
Order Status: Use the drop-down menu to filter by status:
Open
Parked
Placed
Backordered
Completed
Deleted
Custom Sales Order status
Warehouse: Use the dropdown menu to filter by the warehouse assigned to the Sales Order.
Order actions
From the customer's Orders tab, you can perform bulk or individual actions to update the Sales Orders.
Hover over the action cog icon in the Sales Order's row to select one of the following actions, for the specific Sales Order:
Edit
Ship
Create Purchase
Invoice
Complete
Print
Print Product Labels
Print Commercial Invoice
Print Packing Slip
Email
Clone
Delete
Tick the checkbox in the Order tab's grid to select multiple Sales Orders and hover over the action cog icon in the grid's header to select one of the following actions:
Assign Oldest Batch Numbers
Assign Oldest Serial Numbers
Print Documents
Complete Orders
Complete and Print Invoices
Create Shipments
Change Status
Email Orders
Email Invoices
Export to 3PL
Delete
Credits tab
The Credits tab in a customer's record provides an overview of the Credit Notes and Free Credits that have been created for the customer. By default, the Credits tab displays all Credit Notes and Free Credits, regardless of status.
Use the Credit Status filter available at the top of the Credits tab to filter by the following statuses:
Parked
Completed
All
Customer Pricing tab
The Customer Pricing tab allows you to set customer-specific prices for your products or product groups, which will take precedence over any quantity pricing or sell price tier pricing that may also apply to the customer when creating Sales Orders and Quotes for them.
The diagram below outlines the hierarchy Sales Orders and Quotes use when populating product prices. For further guidance, see What is the Customer Pricing Hierarchy?
Customer Pricing for a product
To set a customer price for an individual product:
Open the customer's record.
Go to the Customer Pricing tab.
In the Customer Pricing List section, search and select the product in the Product field.
In the Price/Discount% field, enter the unit price or a discount percentage that will apply to the product.
Use the Price Type's drop-down menu to confirm if the Price/Discount% value is a Fixed Price or Discount%.
Enter the appropriate details in the following available fields:
Show Discount
Discount From
Min. Quantity
Valid From
Valid To
Comments
Click Add.
Customer Pricing for a Product Group
To set customer pricing for all products in a Product Group:
Open the customer's record.
Go to the Customer Pricing tab.
In the Customer Pricing List section, use the Product Group drop-down menu to select a Product Group.
In the Price/Discount% field, enter the unit price or a discount percentage that will apply to the product.
Use the Price Type's drop-down menu to confirm if the Price/Discount% value is a Fixed Price or Discount%.
Enter the appropriate details in the following available fields:
Show Discount
Discount From
Min. Quantity
Valid From
Valid To
Comments
Click Add.
Customer Pricing List
After a product or Product Group has been added to a customer's Customer Pricing List, the values and parameters of the pricing can be updated or deleted. Updates made to customer pricing will not update existing Sales Orders' pricing, but will apply when the product is added to Sales Orders for the customer going forward.
Use the Search Customer Pricing field at the top of the Customer Pricing tab to filter the Customer Pricing List by the product's code or description, or use the Product Group drop-down menu to filter by Product Group. Then click on the appropriate field in the Customer Pricing List to make an edit.
To delete individual customer pricing, hover over the action cog in the customer pricing row and select Delete. To delete multiple customer pricings from a customer, tick the checkboxes in the Customer Pricing List and hover over the grid header's action cog and select Delete.
Customer Pricing fields explained
Customer Pricing fields explained
Discount From: Use the drop-down menu to determine if the discount, when Price Type "Discount%" is selected, should apply to the customer's Sell Price Tier price for the product or the product's Default Sell Price.
Min. Quantity: Enter the order quantity required for the customer pricing to apply to the customer's Sales Orders.
Valid From: When the customer pricing is only available on or after a set date, enter the date in the Valid From field.
Valid To: When the customer pricing is only available on or before a set date, enter the date in the Valid To field
Import and Export Customer Pricing
To manage Customer Pricing in bulk, you can use the Import and Export functions available in the customer's Customer Pricing tab.
Click on the Export button at the top of the customer's Customer Pricing tab to download a CSV copy of the Customer Pricing template, pre-populated with the customer's Customer Pricing List.
Click on the Import button at the top of the customer's Customer Pricing tab to open the Customer Import/Export page, at the Customer Pricing tab. From this page, you can upload new or update Customer Pricing for any customer with a CSV template.
Important: To update any customer's Customer Pricing, you must delete Customer Pricing for all customers. For further guidance, see Update Customer Pricing.
Attachments
Upload and attach external documents to your customer records via the Attachments tab. The files available in the customer's record will then be stored in your File Library and available to attach to the emails sent for their transactions. Use the grey upload space at the top of the Attachments tab to either upload local files or allocate files from your File Library to your product.
📌 Note:
The upload file size limit is 20MB, per attachment.
Supported file formats are: .png, .gif, .jpg, .jpeg, .bmp, .webp, .csv, .pdf, .doc, .xls, .xlsx, .docx, .msg, .dwg, .stp, .dxf, .ppt, .pptx.
Frequently asked questions
Can a Customer also be used as a Supplier?
Can a Customer also be used as a Supplier?
Customers cannot be used as a Supplier record for a Purchase Order. Similarly, Supplier records cannot be used as a Customer in Sales Orders. Customers and Suppliers must be added as separate record types and cannot be interchanged.
If you have a Customer that you also purchase stock from, you will need to create a new Supplier record to create a Purchase Order for them.
Can customers be merged?
Can customers be merged?
It is not possible to merge customer records. You can only obsolete customer records that are no longer active or in use.
How do I obsolete a customer?
How do I obsolete a customer?
Open the customer's record, go to the Details tab and toggle on the "Obsolete" setting, then click Save. If the has any open Sales Orders, Quotes, or Credits it cannot be made obsolete.