Customer Basics

A Customer Account is the record of a business or individual purchasing goods or services from your business. Customer Accounts contains key metrics and all relevant customer settings including contact, billing and payment terms, and other pertinent details specific to each customer.  You can also view transaction history such as Subscriptions, Orders, Invoices, Credits, Payments, and Refunds.

Navigate to Menu > Customer Accounts and open the desired Customer to view their account details. 

Key Metrics 

Each customer page contains an overview of Key Metrics including the customer's current account Account Balance, Contracted MRR, Discounted MRR, Last Invoiced Amount, and Upcoming Charges. 

• Account Balance - Outstanding balance of unpaid invoices. 
  • Note: When Bill to Parent is enabled for child customer accounts, the amount includes all outstanding balances generated from the parent and child customer accounts. 
• Contracted MRR - Monthly recurring revenue calculated based on the recurring revenue amount from the last month of all subscriptions. 
  • Note: Amount does not include discounts. 
• Discounted MRR - Contracted MRR calculated to include discounts. 
• Last Invoiced - Total amount of the last invoice sent to a customer. 
• Upcoming Charges - Total amount of the next invoice that will be sent to a customer. 

Basic Information

Each customer is automatically assigned a unique Customer ID which can be auto-generated in sequence by the system or user assigned based on the document numbering settings. A customer’s Basic Information includes the following fields:

• Customer Name - Name of a business or individual that will be used for invoicing
• Customer Description - Description of a business or individual
• Customer Type - Allows you to identify a customer as a Business or Consumer
• Parent Customer - Single-select drop-down that allows you to define customer hierarchy. If this field is left blank, then the customer does not have a parent customer account. Read more about assigning a Parent Customer and establishing customer hierarchy.
• Website - Text field that allows you to add a customer’s website URL link.
• Status - Toggle to indicate whether a customer is Active or Inactive.

Billing Information

Customer Billing Information contains the following settings which determine how a customer will be invoiced. 

Important! Be consistent when including geographical information. Example: If a Customer has a shipping address that lists NYC as the city, but the Tax lists New York City; these two entries do not match and will result in incorrect tax application. It's best to establish a best practice within your organization on how to identify geographical locations including city, state, and corresponding billing data that can be labeled multiple ways. This ensures that all functions within Ordway run smoothly.

• Billing Cycle Day - A specific day in the month that can be used when configuring a subscription charge that determines when a customer will be billed.
• Billing Contact - Primary billing contact that will be used for invoicing.
• Shipping Contact - Primary shipping contact that will be used for invoicing and to calculate Sales Tax. This can be set to be the same as a customer’s billing contact.
• Currency - Primary billing currency. Read more about Managing Currencies. 
• Tax-Exempt - When toggled ON, customer is tax-exempt and not taxes are calculated on their invoices. When toggled OFF, a customer is deemed taxable and taxes are calculated when applicable.  Read more about taxes. 
• Delivery Preferences - Preferred invoice delivery. Can be set to Print, Email or both. 
• Billing Batch - Tag that allows you to group customers into specific invoice templates and billing runs. Read more about Customer Billing Batches.  

Payment Information

Customer payment information contains the following payment data:

• Payment Term - Default payment term used for invoicing. 
• Auto-Pay - When enabled and a valid payment method has been added, payments are automatically processed during Payment Runs.

Notes: Auto-Pay must be enabled within the Customer account, even if no electronic payments are stored in order for payments to auto-apply to invoices.

When Net 30 is selected as the Payment Term and Auto-Pay is ON, the auto-payment is withheld until Net 30 is met. 

• Allow Customer to disable Auto-Pay in hosted pages - Provides customers the ability to disable Auto-Pay when accessing invoices and payments in the Pay Now portal. This setting is only available when Auto-Pay has been enabled.
• Electronic Payment Methods - Select the type of electronic payment method the customer can use to remit payments. 
• Payment Gateway - Retrieves the Payment Gateway already associated with the Customer. Available Payment Gateways include Stripe and CardConnect. 
• Add Electronic Payment Methods - Additional payment methods can be added as needed. 

Custom Fields

Create and manage custom fields. Read more about Custom Fields. 

Additional Customer Data

The primary Customer module contains sections for additional data. When corresponding transactions exist for each of the sections below, they are displayed with appropriate actions available for each. 

• Contacts
• Subscription Contracts
• Usage
• Orders
• Invoices
• Payments
• Credits 
• Refunds
• Statements
• Email History
• Notes