Customer Detail View
How the customer detail view is organised, including stats, tabs, payment integration details, and the new linked text-message history.
The customer detail view is where the customer stops being just a contact record and becomes a full operational record. It brings together balance, work history, invoices, transactions, activity, text messages, and any GoCardless setup in one place.
How the Popup Is Laid Out
- Top bar: The customer's initials, their name and their status, such as Active. Under the name are Customer and their reference, with the business when you work in more than one, and then their address. At the right of the bar are the pin, the help (?) button, and the buttons to expand the popup and close it.
- Tabs: Along the top, under the bar, each with an icon over its name.
- Side bar: Down the right of the Details tab. It starts with the customer's Balance, with Owed to you, In credit or Nothing owed under it, then has Record payment, Statement and Edit customer. Add to Collection Sheet joins them, under Statement, when they owe you something. When the window is too narrow for it down the side, it sits under the tabs, at the top of Details. The other tabs have no side bar, so their lists have the room.
- On a phone: The customer opens as a page of its own, with their name, address and status at the top, Record payment, Statement and their other actions, such as Add to Collection Sheet, as round buttons under them, and Edit at the top right. See Using Work Planner on a Phone.
Stats Bar
- Balance: Shows whether the customer owes money or has a credit balance.
- Job Count: Useful when you want to know how active the customer already is.
- Times Completed and Times Missed: These give a quick service history picture without opening the jobs tab first.
Details Tab
- Customer Information: Shows the reference, status, main name details, company, and business.
- Customer Source: Keeps the origin of the customer visible after the record is live.
- Address and Contact Information: Brings together every saved address line, phone number, email address, and website.
- Saved Cards: Lists the cards, or PayPal accounts, the customer has saved for future payments, and lets you send them a link to save one. It is covered in more detail below.
- Payment Integration: Shows mandate and provider information if the customer already has a linked payment setup.
- Dates: Created and updated dates help when you are reviewing how long the customer has been on the system. A cancelled customer also has Cancelled, with the day they left, why and anything more noted when they were cancelled, such as 20/10/2026 · Moved away · Sold the house. (estimated) after the day means they stopped before Work Planner kept it, so the day was worked out from their jobs. The Customers Report counts them as lost on that day.
No Jobs Yet
When an active customer has no jobs, the Details tab opens with a note saying so, because a customer without a job does not appear on your planner or worksheets. Add a job on that note opens the job popup with the customer already filled in, and the note goes once the job is saved. You only see the note if your account can add jobs.
Record Payment
Record payment, at the top of the side bar on the Details tab, or a round button on the Details and Transactions tabs on a phone, opens the Record payment popup for this customer, to record money they have paid you by hand, such as cash, a bank transfer or a cheque. Choose which of their jobs it's for, and it pays that job's open invoices, oldest first, keeping anything more on the job as credit. When they owe on more than one job, you can choose All jobs, oldest debt first instead, to pay for them all at once, the debt owed longest first. Once it's recorded, the customer's balance and transactions update, and you can send them a receipt, unless an automation sends one. The button is there when your role can create payments and see prices and balances, and not for a customer who has been transferred to another business. See Taking a Payment.
Statement
Statement, under it in the side bar, or beside it on a phone, opens a popup to print or email the customer's statement of account for a period you choose: what they owed at the start, each charge and payment, and what they owe at the end. Print makes it as a PDF, and Email opens Message Customers to send it to them as an attachment, on your Statement email. The button is there when your role can print documents or email customers, and not when the customer's prices are hidden from you or they have been transferred to another business. See Customer Statements.
Add to Collection Sheet
Add to Collection Sheet, in the side bar when the customer owes you something, or a round button on a phone, puts every job they owe on onto a collection sheet, a round of calls to collect what's owed. Choose one of your open sheets or make a new one. A job already on another open sheet stays there. The button is there when your role can create or change collection sheets and see prices and balances, and not for a customer who has been transferred to another business. See Adding Jobs to a Collection Sheet.
Saved Cards
When a customer saves a card with Stripe, Square or PayPal, or saves their PayPal account, while paying through a card payment link or with a card set-up link, it shows in the Saved Cards section of the Details tab, below their contact details. For a card, only the card type, last four digits and expiry date are kept, never the card number, and for a PayPal account its email address. You see the section when card payments are on your plan, through Pro, Team or the Card Payments bolt-on, and your role has the Take Card Payments permission under Payments.
Once Stripe or Square takes your card payments online, or PayPal keeps payment methods for you, the section shows for every customer, saying No saved cards yet until they save one.
- Card: The card type and last four digits, such as Visa •••• 4242, or a PayPal account's email, with the provider, the expiry date and the date it was saved.
- Expired: A card past its expiry month is marked Expired and can't be charged. Ask the customer to save a new one.
- Remove: After you confirm, removes the card at the provider too, so it can't be charged again. The customer can save a card again later.
- Send card set-up link: Opens the Set up card payments popup, to send the customer a link that saves a card and charges nothing. It's there whether or not they owe anything. A customer has one open set-up link at a time, so if one has already been sent, from here, from Who owes you or Debts, or from an approval, the popup brings it back to copy or send again. Sending a Card Payment Link covers the popup.
Saved cards are charged from Accounts > Who owes you, when you complete a job, from the worksheet, or by an automation rather than from here. Saved Cards covers how cards are saved and every way to charge one.
Other Tabs
- Jobs: Opens the customer’s jobs in context. If they have none yet, the tab says No jobs yet and offers Add Job.
- Transactions: Shows the customer’s ledger activity and can be used to create a new transaction when the customer is still editable. Payments and tips have a + in front of their amounts, in green, as money in. Charges, which the customer then owes, and refunds and expenses, as money out, have a −, in red. Write-offs have neither. While the customer has no transactions, Add Opening Balance brings over what they owed, or had in credit, before you started using Work Planner: choose the job it's for, as it can't be saved without one. See Transactions List.
- Invoices: Shows invoices linked to the customer.
- Activity: Useful when you need to understand who changed what and when.
- Notes: The customer's own notes and the notes on their jobs, newest first, each job note saying which job it's on. Add Note adds one to the customer, and you can change or delete any of them. A customer's own note stays on the customer; to show a note on the planner or a worksheet, add it to the job. Shown to people whose role can see the planner.
- Communications: Shows email and SMS linked to the customer, and their notes and their jobs' notes, as one history, including replies that were matched back from a related job send. Choose Notes under Channel, behind the tab's Filters button, to see only notes. If your role allows sending, this tab also has Message customer at the foot of the popup (on a phone, a Message button), which opens the Message Customers Popup for this customer.
- Subscriptions: Appears when GoCardless is available for the business and is where recurring payment setup is handled.
Transfer Warning
If the customer has been transferred to another business, the detail view shows a warning with the destination business and transfer date. Edit actions are hidden because the record is no longer meant to be changed in the current business.
If your role doesn't include View Prices and Balances, the customer's balance, subscription amounts and the Transactions and Invoices tabs are left out. See Editing a Role.
Pinning
The pin at the top of the popup, beside the help button, adds this customer to the Pinned menu at the end of the main menu, so you can open it again from any page. Click it again to unpin it. See Pinned Records.
Related articles
- Editing a Customer: The next step when something on the customer record needs changing.
- Communications: The main page where customer-linked email and SMS history can also be filtered and reviewed.
- Customer Subscriptions Flow: Covers the subscriptions tab in detail.
- Billing Request and Direct Debit Setup Flow: Important when the customer still needs a Direct Debit mandate.
- Taking a Payment: Each field in Record payment, and sending the receipt.
- Customer Statements: What a statement shows, choosing its period, and printing or emailing it.
- Saved Cards: How customers save a card, and how a saved card is charged or removed.
- Sending a Card Payment Link: The Set up card payments popup, and links for the customer to pay what they owe.
- Transferred-Customer Behavior: Useful if the warning banner appears on this screen.
- Customers Report: The customers you gained and lost each month, and why they left.