Your primary workspace for managing an individual customer account — bringing together financial metrics, transaction history, collection activity, promises, disputes, communications, notes, contacts, addresses, and a full audit log in a single tabbed view.
Overview
The Customer Detail page opens whenever you click a customer's name from the Customers list, a collection case, or a transaction record. It shows live financial metrics at the top (outstanding balance, overdue amount, credit position, and payment performance), then exposes every aspect of the account through a series of tabs. Use it to prepare for a collection call, record the outcome of a conversation, review ageing debt, manage collection settings, or check the full history of what has happened on the account. For customers that belong to a multi-company group, you can toggle Consolidated View to see the combined position across all group members.
Key Features
Feature | Description |
Metric Cards | Four cards — Total Outstanding, Overdue, Credit Limit / Available Credit, and Payment Performance (DSO). Each is clickable and navigates to the relevant tab or sub-tab. |
Currency Select | Switch all amounts between Customer Currency and Base Currency. For Any Currency accounts, a dropdown lets you choose a specific transaction currency. |
Consolidated View toggle | Available only for customers belonging to a multi-company group. When on, metrics and Transactions, Collections, Promises, and Disputes tabs show the combined group position. |
Overview tab | Recent Activity, Account Information (On Stop toggle, status), Contact Information, Collection Settings, and Category Keys. |
Financial tab | Credit Limit, Available Credit, Credit Utilisation progress bar, Payment Terms, DSO, Risk Level, and currency credit limits. |
Ageing tab | Visual bar chart breaking the outstanding balance into age bands. |
Transactions tab | All outstanding and historical transactions with search, sorting, pagination, column configuration, and bulk actions. |
Collections tab | All collection cases for this customer. |
Promises tab | All payment promises with amount, due date, and status. |
Disputes tab | All disputes raised against this customer's invoices. |
Communications tab | Log of every email and letter sent to this customer. |
Notes tab | Internal-only notes — never visible to the customer. |
Contacts tab | All contact records for this customer. |
Addresses tab | All address records synced from the accounting system. |
Audit Log tab | Chronological record of every change to this customer's settings in Credit Control. |
On Stop toggle | Places the customer on credit hold. Prompts for a note when enabling. |
Collection Settings | Set or change Assigned Strategy, Risk Level, Assigned Credit Controller, and Account Manager. A Credit Controller must be assigned for a Collection Strategy to run. |
Sections & Fields
Field | Description |
Total Outstanding metric card | Total value of all open invoices. Clicking navigates to the Transactions tab filtered to outstanding. |
Overdue metric card | Portion of the outstanding balance past the invoice due date. Clicking navigates to the Transactions tab filtered to overdue. |
Credit Limit / Available Credit card | Approved credit limit and remaining available credit. Clicking navigates to the Financial tab. |
Payment Performance card | Customer's DSO. Clicking navigates to the Transactions tab (payment history sub-tab). |
Currency Select (header) | Switches all amount columns and metric cards between Customer Currency and Base Currency. |
Consolidated View toggle | Visible only for group customers. When on, shows combined group data across tabs. |
Back to Customers button | Returns to the Customers list without losing filter state. |
Overview — Account Information | Account Number, Customer Name, Currency, On Stop toggle (with note prompt), Status badge. |
Overview — Contact Information | Primary email, phone number, and address. |
Overview — Collection Settings | Assigned Strategy, Risk Level, Assigned Credit Controller, Account Manager dropdowns, and Save button. |
Overview — Category Keys | Read-only display of category keys from the accounting system. |
Overview — Recent Activity | Feed of most recent notes, communications, and system events in reverse chronological order. |
Financial — Credit Limit card | Approved credit limit in the selected currency. |
Financial — Available Credit card | Credit Limit minus outstanding balance. Shows "No Credit Limit Set" when zero. |
Financial — Credit Utilisation card | Percentage of credit limit consumed, with a visual progress bar. |
Financial — Payment Terms & Performance | Payment Terms, Due Days, Due Days Type, DSO in days, Risk Level badge, Credit Limit (base and customer currency). |
Ageing — Ageing Summary chart | Bar chart of outstanding balance by age band. Band labels and colours are configured in Settings. |
Transactions — Outstanding sub-tab | All open and overdue invoices, credit notes, and unallocated receipts. |
Transactions — Payment History sub-tab | All completed (fully paid or allocated) transactions. |
Transactions — Bulk Actions toolbar | Send Reminders, Allocate Receipt, Send Invoice Copy, Create Collection Case, Create Promise to Pay, Flag as Disputed, Add Note, View Allocation History, Export. |
Collections tab | Lists all collection cases for this customer with status, assigned user, and links. |
Promises tab | All promises with amount, commitment date, and status: Pending / Kept / Broken. |
Disputes tab | All disputes with type, date raised, status, and assigned owner. |
Communications tab | All system-sent communications with date, subject/template, sending user, and delivery status. |
Notes tab | Internal notes with text, author name, and timestamp. |
Contacts tab | All contacts with name, role, email, and phone. |
Addresses tab | All addresses labelled by type (e.g. Billing, Delivery). |
Audit Log tab | Every setting change: action type, previous value, new value, changed by, and timestamp. |
User Guide
Getting Started
Navigate to a Customer Detail page by clicking any customer name on the Customers list, from a collection case record, or from the Transactions page. The page opens on the Overview tab. Use the tab bar to move between sections — all data loads on demand when you click a tab.
How do I check a customer's outstanding invoices?
Click the Transactions tab.
The Outstanding sub-tab is selected by default and shows all open and overdue invoices.
Use the search bar to find a specific invoice by reference number.
Tip: Click a reference number to open the Transaction Detail Sheet and see line items, allocation history, linked promises, and linked disputes.
How do I place a customer on credit hold (On Stop)?
Click the Overview tab.
In the Account Information card, toggle the On Stop switch to Yes.
An "On Stop Note" dialog appears — enter the reason for placing the account on hold.
Click Confirm. The account is immediately placed on stop and the reason is saved as an internal note.
Note: To remove On Stop, toggle the switch back to No. You will be prompted to record a note explaining the reason for removal.
How do I change the collection strategy or credit controller?
Click the Overview tab.
Scroll to the Collection Settings card.
Select the new Assigned Strategy, Risk Level, Credit Controller, or Account Manager from the relevant dropdowns.
Click Save. The change is applied immediately and recorded in the Audit Log.
Tip: Strategy changes take effect from the next nightly strategy run. A Credit Controller must be assigned to the account for the Collection Strategy to run.
How do I view the customer's ageing breakdown?
Click the Ageing tab.
The bar chart shows outstanding balance split into age bands (e.g. Current, 1–30, 31–60, 61–90, 90+ days).
Use the Currency Select in the page header to switch between customer and base currency amounts.
Tip: For group customers, enable Consolidated View first to see the combined ageing across all group members.
How do I create a promise to pay from the transactions table?
Click the Transactions tab.
Select one or more invoice rows using the row checkboxes.
In the Selection Toolbar at the bottom of the screen, click Actions then choose Create Promise to Pay.
Fill in the commitment date and amount in the drawer, then click Save.
Note: The promise is visible on the Promises tab. It will automatically be marked Kept when a matching payment is allocated, or Broken if the due date passes without payment.
How do I add an internal note?
On the Notes tab, click the Add Note button.
Type your note — e.g., "Called accounts payable, they confirm payment will be made by Friday."
Click Save. The note appears in the Notes tab and in the Recent Activity panel on the Overview tab.
Note: Notes are internal only and are never sent or visible to the customer.
How do I view what has changed on this account over time?
Click the Audit Log tab.
Each row shows the type of change, the previous value, the new value, who made the change, and when.
Tip: Use the Audit Log when a colleague queries why a setting changed — it provides a full, tamper-proof history.
Pro Tips
Before calling a customer, open the Overview tab first. The Recent Activity panel shows the last interactions — this prevents you from unknowingly repeating a promise a colleague already made.
If a customer claims they have sent payment, check the Transactions tab for any unallocated receipts — the money may have arrived but not yet been matched.
Use the Consolidated View toggle when dealing with a group customer who pays across multiple entities. The combined figures give a much clearer picture of total exposure.
The Currency Select applies consistently across all tabs — set it to Base Currency before a management review so all figures are in a single comparable currency.
When you change the On Stop status, always record a detailed reason in the note prompt. This becomes part of the Audit Log and will be invaluable if queried later.
Use the Promises tab as a daily call list — sort by commitment date and work through promises due or overdue.
FAQ
Why can't I see the Overview, Financial, Ageing, Communications, Notes, Contacts, Addresses, or Audit Log tabs? These tabs are hidden when Consolidated View is switched on. Switch Consolidated View off to access the full set of tabs for the individual entity.
What is the difference between Customer Currency and Base Currency? Customer Currency shows amounts in the currency the customer transacts in. Base Currency converts all amounts to your company's home currency using the exchange rates held in the system.
What does "On Stop" mean? On Stop (credit hold) flags the customer to prevent new orders or deliveries on credit terms. In Credit Control it is a manual flag — enforcement in your ERP depends on your integration configuration.
What does a "Broken" promise status mean? A promise is automatically marked Broken when the commitment date passes without a matching receipt being allocated. It does not necessarily mean the customer refused to pay — use a broken promise as a trigger to follow up.
Can I change a customer's credit limit from this page? No. The credit limit is synchronised from your accounting or ERP system and is read-only in Credit Control.
How do I open a collection case for this customer? Go to the Transactions tab, select the invoice(s) you want to escalate, then click Actions > Create Collection Case in the Selection Toolbar.
Are notes visible to the customer? No. Notes added via the Notes tab are internal only and are never included in any communication sent to the customer.
Why is my Collection Strategy not running for this customer? Collection Strategies will only execute if a Credit Controller is assigned to the account. Go to the Overview tab, assign a Credit Controller in the Collection Settings card, and click Save.