Customer Detail
Customer Detail is the main post-approval workspace for an individual buyer. It brings together the customer's identity, lot and contract context, payments, documents, payment requests, statement, post-sales work, and advisory summary in one place.
Use Customer Detail when you need to understand the complete account rather than one isolated payment or task.
Before working the account
Confirm:
- customer name and contact details;
- project and lot;
- active or relevant contract;
- open balance and payment history;
- latest account activity; and
- whether another similarly named customer exists.
Do not begin from the Smart Summary alone. Read the source sections that support the action you intend to take.
Overview section
The Overview should provide a concise account picture, such as:
- customer identity and contact information;
- lot or project context;
- contract status;
- current balance or account standing;
- recent payment information;
- open requests; and
- post-sales attention items.
Use it to orient yourself, then open the relevant section for detail.
Contract section
Review:
- linked lot;
- purchase price and approved terms;
- initial deposit;
- installment term and monthly payment;
- start date and due day;
- contract status;
- signed-document path or document status; and
- cancellation, void, or archival history where applicable.
Contract changes require authorized business/legal instruction and should preserve the original history.
Payments section
Use Payments to verify:
- date and amount;
- transaction type;
- payment method;
- receipt or bank reference;
- proof and authorization context;
- voided or corrected entries; and
- whether the payment is linked to the correct contract.
A customer note or uploaded document is not a substitute for a payment entry.
Documents section
Documents may include contracts, identification, proof, statements, or other supported files. Before uploading or relying on a document:
- confirm it belongs to the correct customer;
- use an approved file type and name;
- avoid uploading duplicate or unrelated documents;
- protect signatures and sensitive information;
- record context where needed; and
- confirm the upload completed successfully.
Do not share document URLs outside approved channels.
Requests section
Requests may include payment requests or other customer actions supported by the platform. Review:
- request type;
- amount or action requested;
- due date;
- current status;
- communication history;
- response or payment context; and
- next follow-up.
A sent request does not mean the customer completed it. Confirm the result through the appropriate record.
Statement section
Use the Statement to review the customer's account history and communicate supported financial information. Before sharing or exporting:
- verify the date range;
- confirm the customer and contract;
- review payments, corrections, and opening/current balance;
- investigate missing or duplicate entries;
- confirm the statement matches the approved financial records; and
- protect the file after export.
Post-Sales section
Post-sales work may include agreement readiness, document completion, payment setup, collections handoff, and other assigned tasks. For each task:
- confirm the owner;
- read the completion criteria;
- update the true status;
- record blockers;
- attach or link supporting evidence where appropriate; and
- set the next action if work remains.
Do not mark a checklist complete because the task was discussed. Confirm the underlying work.
Smart Summary
The Smart Summary may identify account status, missing items, overdue work, or recommended actions. It is advisory only.
Verify any material statement against:
- customer data;
- contract terms;
- payment records;
- requests;
- statement;
- post-sales tasks; and
- Audit Trail or activity history.
The Smart Summary cannot confirm funds, alter balances, approve a correction, or replace legal/financial review.
Example: customer reports a missing payment
A fictional customer, Rosa Training, says her latest BZ$300 payment is not on the statement.
- Confirm Rosa's identity and contract.
- Review the Statement date range.
- Search Payments by date, amount, method, and reference.
- Check whether the payment is under the wrong customer or contract.
- Review uploaded proof and financial verification status.
- Do not create a second entry unless Finance confirms the original is missing.
- Correct or record the payment through the approved process.
- Regenerate or review the statement and confirm the result.
- Record the customer communication and resolution.
Account review checklist
Before closing a customer-account task, confirm:
- correct customer and contract;
- current contact information;
- truthful contract status;
- payment history reviewed;
- balance or statement verified where relevant;
- open requests reviewed;
- post-sales tasks updated;
- next action assigned; and
- customer communication recorded.
Common mistakes
- Working from Smart Summary without opening the source section.
- Recording a payment against the wrong contract.
- Sharing an unverified statement.
- Marking post-sales work complete without evidence.
- Uploading documents to a similarly named customer.
- Treating a sent request as a completed payment.
- Editing contract or financial data to make the overview look correct without investigating the cause.