> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/customers/customer-details.md). # Customer details Customer details in Equipme Pro: master data, portal settings with order authorization and modules, order approval, users, key figures, offers, orders, services, billing. **Path:** Sidebar → **"Sales"** → **"Customers"** → click a customer The customer details bring together everything about a customer: master data, the features you enable for their customer portal, their offers, orders, active services and invoices. For direct customers, this is also where you control whether and how the customer may order. ## Header * **Name of the customer** * For **direct customers**, the **"Customer portal"** button: opens the customer's portal in a new tab, provided you are authorized for this customer. * For all other customers, a label with the type, e.g. "End customer", "Partner" or "Partner customer". ### Own organization If you open your own company, this note appears: This is your own customer view. By default, each supplier is also created as a separate customer; the two belong together. Changes you make here also affect your supplier data. ## The tabs | Tab | Content | Visible | | ------------------------- | ---------------------------------------------------------------------------- | ------------------------------- | | **"Overview"** | Details, address, portal settings, key figures, permitted users, Danger Zone | always | | **"Offers"** | Offers for this customer | always | | **"Open orders"** | The customer's open order positions | always | | **"Active services"** | The customer's active service instances, import | always | | **"Orders"** | The customer's orders | with read permission on orders | | **"Billing"** | Invoices to this customer | with read permission on billing | | **"Further information"** | Additional properties (metadata) of the customer | with administration rights | ## Overview ### Details With **"Edit"** you change the master data, and with **"Save"** you apply it. | Field | Meaning | | --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------- | | **"Company name"** | Name of the customer | | **"Customer number"** | Your customer number for this customer | | **"Description"** | Free text | | **"Account manager"** | Responsible user in your company. Clicking the name opens their user. | | **"Name (contact)", "Mail (contact)", "Phone (contact)"** | Contact person at the customer | | Customer attributes | Up to three custom fields, if set up in the [supplier profile](/pro/administration/supplier-profile.md) | Anyone with the permission to edit customers may edit these. ### Address The customer's company address. You can only create, change and delete it for direct customers. ### Portal settings Here you define what your customer may do in their portal. Click **"Edit"**, set the checkboxes and click **"Save"**. **Who may do this?** Users with the permission to edit customers **and** the permission **"Manage customer settings"** (e.g. "Administrator" and "Sales"). Without this permission, "Edit" is grayed out. | Setting | Meaning | | --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **"Billing date"** | Day of the month on which the customer is billed. Can only be changed as long as the customer has no active services. | | **"Language"** | The customer's preferred language | | **"Grant order authorization"** | The customer may place orders via the portal. See [Order approval](#order-approval). | | **"Automatically confirm orders"** | Orders are confirmed automatically and handed over to production, without going through the [Order Inbox](/pro/sales/order-reception.md). | | **"Inherit global portfolio"** | The customer sees all cross-customer service offers. Without the checkbox, they only see the offers you release to them specifically. | | **"Allow pre-orders"** | The customer can pre-order designated products from you. Automatically turns on "Supplier warehouse active". | | **"Supplier warehouse active"** | You provide your warehouse to the customer for orders, returns and call-offs. See [Customer warehouses](/pro/warehouse/customer-warehouses.md). | | **"Enable billing module"** | Automatic monthly billing run; the customer sees their invoices in the portal. | | **"Enable ticket system"** | Does **not** activate the Equipme Operate ticket system; equipme activates it. See [Ticket system (Equipme Operate)](/pro/operations/tickets.md#activating-equipme-operate-for-a-customer). | | *"Premium features (license required)"* | | | **"Enable HR sync"** | Automatic synchronization of the organizational structure from the customer's HR or identity system. See [HR sync](/pro/operations/hr-sync.md). | | **"Enable automation module"** | Low-code integrations, custom workflows and approval processes. Only available if your company itself uses the automation module. | | **"Enable internal inventory module"** | The customer can inventory their own assets and offer internally provided services in the marketplace. | | **"Enable supplier management"** | The customer can create their own offline suppliers. Only together with the internal inventory. | Below that is the **"Report configuration"**: with **"Report available"** you enable, per report, whether the customer uses it: * **"Invoice"**: generates a PDF invoice in the billing module with automatic email delivery. * **"Investment request"**: investment requests in the purchasing area for "offline" approval. **Depending on the customer type:** * **Direct customers:** all settings. * **End customers, partners, partner customers:** only **"Automatically confirm orders"**. The customer controls everything else themselves. * **Own organization:** "Allow pre-orders", "Supplier warehouse active" and "Enable automation module" are locked ("This setting is not available for this customer."). **What your customer sees:** Enabled modules appear in the menu of their portal, e.g. "Invoices" or "Suppliers". Without order authorization, they see "Request order approval" when ordering. Details are in the customer guide under "Operating models: Hosted and Standalone". ### Order approval Customers who register themselves via your portal address are initially **not allowed to order**. The "Status of order authorization" column in the customer list then shows "Not authorized to order". 1. **The customer requests approval.** On their first order attempt, they click "Request order approval" in their portal. The status changes to **"Waiting for order authorization"**. 2. **You are notified.** If the email notification **"Order authorization requested"** is active, you receive an email (see [Email notifications](/pro/administration/email-notifications.md)). In the customer list you can find all waiting customers via the filter on "Status of order authorization". 3. **You review the customer**, e.g. company data, creditworthiness and whether they have accepted your contract terms. 4. **You grant approval:** Customer details → "Overview" → "Portal settings" → **"Edit"** → check **"Grant order authorization"** → **"Save"**. This approves the open request and the status changes to **"Authorized to order"**. 5. **The customer signs out and back in once** so the authorization takes effect for them. If you save the portal settings **without** the checkbox while a request is open, the request is rejected and the status goes back to "Not authorized to order". If you remove the checkbox for a customer who is authorized to order, they can no longer order. {% hint style="info" %} If you create a customer yourself, you grant order authorization directly in the wizard (see [Create and invite customers](/pro/customers/create-and-invite-customers.md#creating-hosted-customers)). {% endhint %} ### Key figures For customers you are authorized for (not for your own organization), the overview shows tiles: * **"Open orders"** * **"Active provided assets"** * **"Monthly revenue"** ("Recurring" and "One-time", with the change compared to the previous month) * **"Employees"** ### Permitted users The **"Permitted users"** tile shows which users in your company may access this customer and with which role. Only these users can, for example, open their customer portal. | Role for the customer | Meaning | | --------------------- | -------------------------------- | | **"Controller"** | User with read access | | **"Planner"** | User without order authorization | | **"Purchaser"** | User with order authorization | | **"Administrator"** | User with administrator rights | * **Add:** Choose users from the list. They initially get the role "Controller". * **Change role:** Choose a different role; existing roles for this customer are overwritten. * **Remove:** "Remove role from user". Next to the name, the tile shows whether a user has the role "Account Manager", "Reseller" or "Sales" in your company. Users with the role "Administrator" in your company are automatically administrators in every customer and aren't listed here. The tile only appears if you may view roles. Learn more about roles under [Roles and permissions](/pro/administration/roles-and-permissions.md). ### Deleting customers In the **"Danger Zone"** section you permanently delete a direct customer with **"Delete customers"**. 1. Click **"Delete customers"**. The dialog lists the affected data: "Customer number", "Active since", "Employees", "Active services", "Open orders", "Recurring revenue" and "Last order activity". 2. Type the word **"delete"** to confirm, and confirm. 3. Deletion starts. With large amounts of data, it can take up to 24 hours until all data is removed. {% hint style="warning" %} **Deletion is permanent.** All related data such as inventory, billing, employees and customer-exclusive offers are irrevocably removed. If the customer is linked to one of your partners, this also applies to the related partner data. Inform your partner beforehand. {% endhint %} Only users with the permission to delete customers and with administration rights see this section. You can't delete end customers, partners or your own organization. ## Offers The **"Offers"** tab shows all services and offers this customer can obtain from you, either as a **service-centered list** or an **offer-centered list** (toggle at the top). Here you also create exclusive offers just for this customer, import services or change status and categories in bulk. You can't open offers provided by a partner supplier in detail. Described in detail under [Offers and prices](/pro/portfolio/offers-and-pricing.md). ## Open orders The **"Open orders"** tab lists all of the customer's order positions that aren't completed yet, from receipt of the order through confirmation and processing to delivery. From the positions you get to the service details. The processing itself happens in [Fulfillment](/pro/fulfillment/open-positions.md). ## Active services and import The **"Active services"** tab shows the customer's active service instances. For direct customers this is their complete inventory; for other customers only the services they obtain from you. ### Importing existing data For direct customers you are authorized for, you use **"Import"** to take over existing contracts and devices into the customer's inventory. The import runs in the steps "Source", "Data mapping", "Editing & selection" and "Preview & Import". Three sources are available: | Source | What for | Billed through you | | --------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------ | | **"Internal customer inventory"** | Existing devices, contracts and subscriptions that the customer manages themselves. Your company is not listed as the provider. | – | | **"From active portfolio"** | Services from your current portfolio that you actively offer to the customer, including booked options. Service and variant names must match the offer exactly. | ✓ | | **"Existing contracts"** | Services the customer currently obtains from you that aren't based on your current portfolio. If there is no matching service, equipme creates a new one with the status "Archived". | ✓ | There is a sample file for each source. You take over additional columns as properties (metadata) of the services. {% hint style="warning" %} **Billing of imported services:** Past months and the current month are not billed retroactively. One-time costs are not taken over into billing; monthly costs are only charged from the next billing interval. {% endhint %} The import page is designed for large screens. ## Orders The **"Orders"** tab lists the customer's orders with the orderer and one-time and recurring totals. Select orders and click **"Set account manager for order"** to assign a responsible user from your company. ## Billing The **"Billing"** tab shows the "Invoices" to this customer. Clicking one opens the invoice details. See [Billing](/pro/sales/billing.md). ## Further information On the **"Further information"** tab you store additional properties for the customer with **"Add"**, e.g. technical identifiers for interfaces. The tab is reserved for users with administration rights. ## Frequently asked questions **"Edit" in the portal settings is grayed out.** You lack the permission "Manage customer settings" or the permission to edit customers. The tooltip shows "You do not have the necessary permissions to perform this action." **I granted order authorization, but the customer still can't order.** The customer has to sign out and back in once. Also check whether they see offers in the marketplace (release or "Inherit global portfolio"). **Why can't I change the billing date?** "A customer's billing date can only be changed as long as they do not have any active services." **The "Customer portal" button is missing.** You aren't authorized for this customer, or they aren't a direct customer. An administrator adds you under "Permitted users". **Where do I create the customer's employees and locations?** In the customer portal. Open it via "Customer portal" and work there just like the customer. This is described in the customer guide under "My company". **Supplier management can't be selected.** It requires the internal inventory. First check "Enable internal inventory module". --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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