The customer record: key facts, tabs, quotes, invoices and job history

Summary

Each customer has one record. The top of it always shows who the customer is and what is going on with them: name, phone, email, what they owe, vehicles, active jobs, open quotes and their last job. Below that, up to six tabs split the rest. Overview holds the everyday information. Jobs holds every job the customer has ever had. Quotes holds every quote for them, with the work still to do first. Invoices holds their invoices, credit notes and payments. Documents holds their onboarding documents and Settings holds the account and contact settings you change less often. Use this article to find where something lives on the record.

Prerequisites

• Your role has the customers.access capability. Owner, Manager and Service Advisor roles have it by default. Technicians do not.
• To see the Quotes tab and the Open quotes fact, your role also needs finance.quotes.view. Owner, Manager and Service Advisor have it by default.
• To see the Invoices tab and the Balance fact, your role also needs finance.sales.view. Owner, Manager and Service Advisor have it by default.
• Open the record from Customers by clicking a customer’s row. See Browsing the Customer Directory.

Steps

Read the top of the record

The top of the record stays in place on every tab.

1. The customer’s name appears with an Account badge beside it if they are an account customer. An amber Approval pending marker appears while an account request is waiting. Click either to open the Settings tab.
2. Under the name, the action row holds New Work Order and Stop all contact.
3. If contact with the customer has been stopped, a compact notice says so, with Re-enable contact beside it and a line pointing you to the Settings tab for reminder preferences. See When a customer stops all contact.
4. The key facts strip shows:
   • Phone: the primary number. Click it to call.
   • Balance: what the customer owes now across their invoices, e.g. “£284.40”, or “Nothing owed”. Click it to open the Invoices tab.
   • Email: the primary email. Click it to write.
   • Vehicles: how many vehicles are on the record.
   • Active jobs: how many of their jobs are not yet finished.
   • Open quotes: how many of their quotes are still open work. Click it to open the Quotes tab.
   • Last job: the date and registration of their newest job, e.g. “12/09/2026, AB12 CDE”. Click it to open that job.
5. Phone, Email and Last job are left out when the customer has none. Vehicles, Active jobs and Open quotes always show, even at 0.
6. Balance and Open quotes only show if your role can see invoices and quotes. They are also left out if their figure could not be loaded, so a missing fact is never shown as 0.

On a phone, Email is hidden from the strip to save space. It is still on the Overview tab.

Read the Balance figure

The Balance is the amount the customer owes today. It is the sum of every invoice that still has money owing, after payments, credit notes and card refunds.

1. It never takes a credit away from what is owed. If one invoice is in credit and another is unpaid, the Balance shows the unpaid amount in full. The credit appears on the Invoices tab instead.
2. It never reads “In credit”. When nothing is owed it reads “Nothing owed”.
3. Invoices dated after today are not counted yet.
4. Voided invoices are not counted.
5. It equals Owed now on the Invoices tab, the aged total of the statement opened from that tab and what a statement payment link charges.

Switch between tabs

1. Click Overview, Jobs, Quotes, Invoices, Documents or Settings under the key facts strip.
2. The Jobs tab shows the customer’s total, e.g. “Jobs (47)”. The Quotes tab shows how many quotes are open, e.g. “Quotes (2)”. Invoices carries no count.
3. Quotes and Invoices only appear if your role can see quotes and invoices. If someone sends you a link to a tab you cannot see, the record opens on its first tab instead.
4. Each tab has its own web address, so you can bookmark it or share it with a colleague. The browser Back button steps back through the tabs you visited.
5. On a phone, swipe the tab bar sideways to see every tab. The bar fades at either edge while more tabs are hidden off that side.

Use the Overview tab

The record opens on Overview. It shows:

1. Contact Information: phone numbers, email addresses, WhatsApp verification and contact preferences. One line summarises what the customer has agreed to receive, e.g. “Messages allowed: Work order updates, Service & MOT reminders.” Click Manage to change it on the Settings tab.
2. Recent jobs: the 5 newest jobs. When there are more, click View all [number] jobs to open the Jobs tab.
3. Vehicles: the customer’s vehicles.
4. Addresses: see Managing customer addresses.
5. Notes.
6. Retention score, for owners.

Look through the full job history

1. Click the Jobs tab. Every job the customer has had is listed, newest first, 25 to a page.
2. Each row shows the registration, the job number (e.g. WO-1042), the description, the status and the date. Click a row to open the job.
3. The count line above the list shows the true total, e.g. “47 jobs”.
4. To narrow the list, choose a Status or a Vehicle. The status list only offers statuses this customer’s jobs actually have. The vehicle list includes vehicles that have since been retired.
5. Click Clear filters to see everything again.
6. Use Previous and Next to move between pages. The line between them reads, e.g., “Page 2 of 3”.

The Jobs tab shows no money. It lists the work, not what it cost. Money lives on the Invoices tab.

Check the customer’s quotes

The Quotes tab stops two people quoting the same job. It also keeps work the customer put off in front of you. Quote the brake pads at MOT time and the quote is still there when the car comes back.

1. Click the Quotes tab. The open quotes come first, newest first, under a heading such as “2 open quotes”. There are 25 to a page, so the oldest open quotes are never dropped.
2. A quote counts as open while it is a draft, sent, viewed, accepted or expired. An expired quote stays open because the work is still not done.
3. Each row shows:
   • what was quoted, from its first line, with “+2 more” when there are more lines. A quote with no lines shows its number instead;
   • the vehicle’s registration, or “No vehicle”, and the quote number;
   • the total;
   • the status badge;
   • the quote date and when it expires, e.g. “Expires in 5 days”.
4. Two notes help you decide what to do next:
   • price needs checking: the quote has expired. The line shows in amber and the total is greyed, because the price may be out of date.
   • Accepted, not booked: the customer agreed the price but the work has not been booked. You do not need to re-price it.
5. No longer their vehicle appears beside the registration when the car has since moved to a different customer. The quote stays in this customer’s list and count.
6. Click a row to open the quote. Every quote action (resend, convert, duplicate, void) is on the quote page. See Building and sending standalone quotes.
7. Click Show closed quotes to see the rest: converted, rejected, voided and replaced quotes. A quote that was revised shows “Superseded by Q-0042”, linking to the newer version. A converted quote links to its work order. Click Hide closed quotes to fold them away again.

A revised quote is counted once. When you duplicate a quote or revise it after a change request, only the newest version counts as open. The original moves to the closed list.

The Open quotes fact, the number on the tab and the heading on the tab always agree.

Check the customer’s invoices and payments

1. Click the Invoices tab. It opens on a summary card headed Invoices and payments.
2. The card shows Owed now, the same figure as Balance. If any invoice is in credit, a second line shows it, e.g. “Credit on 1 invoice: £35.60”, with a reminder to check before paying it out. A credit can be an overpayment that was already refunded, or a payment entered late or twice.
3. Click Open statement to open this customer’s statement, from their first invoice to today, in Finance → Statements. Click Download PDF for the same statement as a PDF. These buttons need the statement permissions. See Customer statements.
4. Under Invoices, every invoice is listed, newest first, 25 to a page. Each row shows:
   • the invoice number, what it was for (its first line, with “+2 more”) and its status badge;
   • the registration, or “No vehicle”, the job number when it came from a job, the invoice date and the due date;
   • Total, Paid, Refunded and Outstanding. Paid and Refunded only show when they are not zero. An invoice in credit shows “Credit £35.60” under Outstanding.
5. Each credit note on an invoice shows under its row. If your role can open credit notes, you see each note’s number (linked), date and amount. Otherwise you see one line with the amount credited, e.g. “Credited -£35.60”.
6. Voided invoices are not listed. A line at the bottom says how many were left out, e.g. “2 voided invoices not shown”.
7. Under Payments, every payment received is listed, newest first, 25 to a page, with its date, amount, method, reference and the invoice it paid. Click the invoice number to open it.
8. Click any invoice row to open the invoice. Recording a payment, crediting or voiding happens on the invoice page. See Sales invoices.

How the figures add up on each invoice:

• Paid is money that arrived, before any refund.
• Refunded is money sent back by card refund.
• Credited (the credit note lines) is money taken off the bill.
• Outstanding is the total, less credits, less what was paid, plus what was refunded.

A manual credit note can put an invoice that was already paid into credit. Torqueflow treats the part that would do that as money handed back to the customer. The Paid label then reads Paid (net) and shows the payment less that amount, and the invoice shows nothing owed rather than a credit. See Credit notes and refunds.

Use the Documents tab

1. Click the Documents tab.
2. It lists each onboarding document that applies to the customer, with its status and a Resend option. See Customer onboarding documents.

Use the Settings tab

1. Click the Settings tab.
2. Under Account: account status and payment terms, customer type, review requests and voice PIN management.
3. Under Contact permissions: the customer’s message consents and their reminder preferences.
4. At the bottom, any automatic merges made into this customer, and a card headed Merge or delete this record holding the merge and delete actions. The card only shows if your role can merge or delete customers.

Expected Outcome

• You can see a customer’s phone, balance, vehicles, active jobs, open quotes and last job without scrolling.
• You can tell what a customer owes, what they have paid and what each invoice was for without leaving their record.
• You can see every quote for the customer before you build a new one.
• You can page through a customer’s complete job history and filter it by status or vehicle.
• Rarely used settings sit on the Settings tab, one click away.

Troubleshooting

Problem	Cause	Fix
”No jobs match these filters”	The status and vehicle you picked have no jobs together.	Click Clear filters.
”Could not load this customer’s jobs.”	The job list did not load.	Click Try again. If it keeps happening, contact support.
”Could not load quotes.” or “Could not load this section.”	That list did not load. The rest of the record is unaffected.	Click Try again. If it keeps happening, contact support.
There is no Quotes or Invoices tab	Your role cannot view quotes or sales invoices.	Ask an owner to add finance.quotes.view or finance.sales.view to your role if you need them.
There are no Open statement or Download PDF buttons	Your role cannot view or export statements, or the customer has no invoices. Service Advisors do not have statement access by default.	Ask an owner or manager to open the statement.
An old quote is still counted as open	Viewed, accepted and expired quotes stay open until they are converted. Only a draft or sent quote can be voided.	Open the quote. Convert it if the work is going ahead. A viewed, accepted or expired quote cannot yet be closed, so it stays in the open list for now.
The Balance is higher than the statement’s Total Due	The statement’s Total Due subtracts credits. The Balance never does.	Nothing to fix. Check the credit line on the Invoices tab.
An invoice shows “Overdue” but Outstanding is £0.00	The status badge does not yet take credit notes into account. A fully credited invoice past its due date still reads Overdue.	Nothing is owed. Trust the Outstanding figure.
An invoice shows “Not in balance yet”	It is dated after today.	It joins the Balance on its invoice date.
The Active jobs number is lower than the Jobs count	Active jobs only counts jobs that are not yet finished. The Jobs count includes every job ever.	Nothing to fix. Filter the Jobs tab by status to see the open ones.
No email shows in the key facts strip on my phone	The strip hides email on small screens.	Open the Overview tab to see it.
A link to a merged customer opens a different record	The customer was merged into another record.	You land on the record they were merged into, on the same tab.

Notes

• Before this layout, the record showed only the 10 most recent jobs. The Jobs tab now shows them all.
• Opening a vehicle from the Vehicles card opens it in a new browser tab, so the customer record stays open.
• The same open and closed quote lists appear on the vehicle record, under the heading Quoted work not yet done. See Browsing the Vehicle Directory.
• The Balance covers your sales invoices only. A booking deposit that has not been recorded as a payment against an invoice is not taken off it.
• The quote and invoice lists show no aging. Aging lives on the statement, one click away.