About Customers

Why is it that some customers' names appear more than once in Customer Lookup?

All customers are now invoice-based. So, for every new invoice that is created, a new customer record will appear on the Lookup. Newer Invoices/Customers will appear first on the list.

Because Customers are now invoice-based, does this mean that I will be getting charged per invoice?

No. Excess records are still billed upon Sale Date (New Activation date) of the customer.

In the Customer Accounts screen, I cannot see the 'Processed', 'Paperwork Submitted', or 'Paid in Full' checkboxes. Why is this?

You must have the Work Order type set to 'New Activation'. Then these boxes will appear below the customer's appointment.

I cannot find the 'Install' status on the customer's account.

The 'Install' status has been replaced with 'Completed'.

What does the 'All' status mean under the 'Note' section on the customer's account?

Notes can now be tied to the work order that they were associated with (found in the top section of the 'Notes' feature). If you go into the 'Notes' section, you can connect it to the work order of your choosing. Admin > Preferences > Prefs > Note Options.

I cannot see the 'Pending', 'Not Scheduled', or selections in the 'Status' Dropdown, but I could before. Why is that?

Once a person's status has been set to 'Completed' the options available in the dropdown are subject to statuses that only can be selected once a person's installed (i.e. 'Cancelled', 'Completed', and 'Chargeback'). If you wish to undo the 'Completed' status, you will first have to mark the 'Completed' customer with a status of 'Cancelled' (and update the Invoice). You'll then see that the full list of Statuses is available in the dropdown once again.

When I go to the customer Lookup, only a few of my customers display. Where did my customers go?

This happens because loading a full list of customers would slow down your site.  This list is limited by date and by which plan your company is on with Agemni.  For example, if you are on the bronze plan, your list will show all customers from the last few months, but if you are on the Diamond plan, your list will show the customers from the last few days. 

You can find any customer by looking up their information.

Also, you can see a complete list of customers under Reports>Exports.  Go to the export called Customers by...

However, remember that they are limited to a one week time limit unless you do it before 8:30 AM or after 6:00 PM (Mountain Standard Time).  They are limited because of their size, and would slow down your server if you were to run a full export during regular working hours.

When I click on the buttons in the customer page (notes, credit card, reconciliatin, etc.) nothing happens. Why is that?

There are a few possible causes for this. One could be that you have a Pop Up blocker program installed and active on your computer. Becuse a lot of Agemni works through Pop Windows, you'll need this taken off your computer or at the very least disabled (How to Turn Off Pop-Up Blocker).

The second, and probably most common reason is that you have several applicatins open, and the latest pop up window is hiding below on you 'Start' bar. You can know for sure by either maximizing all programs below, or deleting those that you're not using.  

Another possibility is that the URL you are using is slightly off.  This page will explain how you can make sure your URL is correct:  URL.

I'm having a problem when I try to open a work order.  What do I do?

There are several possible causes of this problem. 

First, make sure your pop-up blocker is turned off in your internet browser.  To see instructions on how to do this, click How to Turn Off Pop-Up Blocker.

Next, make sure you have a PDF file reader.  Some retailer files (including DirecTV and Econnect) come in PDF formar.  To open these file you need a PDF file reader.  To download one, click the following link: http://get.adobe.com/reader/.

Also, make sure you have rights to see contracts.  Anybody with HR rights can find these under any Role or User account under Buttons> Customers List> Contract, and also under Buttons> Leads and Customers List> Qualify Customers. 

How do I issue a refund (for a customer) in Agemni?

We have a How to... page explaining this.  Go to How to Refund a Customer.

It's easy to issue a refund. First go to the customer's page and click on 'Invoices' then create a 'Refund' invoice. For point of sale invoices, refer to Customer > Point of Sale.

**Note** You must always attach an Invoice with whatever billing action you're making. In order to issue a refund, the 'Refund' invoice must first be created. To do so, click on 'Invoice' in the drop down, select 'Refund' and then 'Create New Invoice'. Close out of that window and click on 'Receivable'. Select the refund invoice you just created and type in the refund amount as -49.99 or (49.99).

I cannot see lead reps, reps, or techs in their respective dropdown menus, though I know there are more on the list than I am seeing.

In order to see these in the dropdown menu, you need to have rights to change these selections (as opposed to just seeing what has already been selected for them) assigned to you on your employee page, found under HR > Lookup Employee, under the Functions section.  If you do not have rights to grant yourself this access, ask your manager.

Note:  You must be an Admin