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Manage customers and outstanding balances

Use one customer record for the same customer wherever possible. Customer ledgers and aging reports depend on correctly attributed invoices, adjustments, and allocations.

Create or find the customer​

  1. Search by the stable information you are permitted to use before creating a record.
  2. Open the existing customer when there is a likely match.
  3. If no match exists, create the smallest useful customer profile.
  4. Avoid putting sensitive notes or payment credentials into names, addresses, or free-text fields.

Review a customer balance​

Open the customer detail or ledger surface and confirm:

  • the customer identity;
  • the as-of date;
  • invoices or debit entries;
  • receipts, credits, or other reducing entries;
  • allocations and remaining outstanding amounts;
  • source references for adjustments.
flowchart TD
  A[Customer record] --> B[Invoice or debit entry]
  A --> C[Receipt or credit entry]
  B --> D[Allocation]
  C --> D
  D --> E[Outstanding balance]
  E --> F[Aging bucket as of report date]

Handle duplicate customers​

Where duplicate review and merge are available:

  1. Open both records and verify they represent the same party.
  2. Compare identifiers, invoices, balances, and locations.
  3. Select the record that should remain according to the interface.
  4. Submit the merge for approval if required.
  5. Reopen the surviving record and verify the combined history.

Do not merge merely because names are similar. If identity is uncertain, keep the records separate and document the review outside personal-data fields.

Investigate an outstanding amount​

Trace the amount to its ledger entry and original document. Use a supported receipt, allocation, credit, or adjustment workflow based on what actually happened. Never change a report number directly.

External bank or UPI evidence must be checked separately. A payment method on an invoice does not by itself prove settlement or allocation to a customer balance.

Expected result​

The customer record shows traceable source entries, the remaining balance reflects supported allocations or adjustments, and aging reports use the same ledger evidence.

Recovery​

  • Possible duplicate: pause creation and compare the records; use the approval-aware merge when identity is confirmed.
  • Payment exists externally but not in the ledger: verify provider evidence and use the supported receipt/allocation workflow.
  • Wrong customer on an issued invoice: follow document correction policy; do not silently move historical evidence.
  • Aging bucket seems wrong: confirm the report as-of date and source due dates.