Customers: frequent questions
Short answers about deleting customers, duplicates, companies, message language, balances and what each role can see.
Why can't I delete a customer?
You cannot delete a customer who has bookings or quotations: Delete customer is greyed out with Not possible: has bookings or quotations. This keeps your sales and payment history complete. If the record is a duplicate, merge it into the right customer instead: Merge duplicate customers.
The system says the mobile is already saved. Can I save anyway?
Yes. The warning This mobile or email is already saved for: lets you open the existing customer, but you can still save. If both records turn out to be the same person, merge them later from the customer's file.
Can I change a person into a company?
Yes. Open the customer, press Edit, choose Company under Customer type and fill the tax details. If you change a company back to Person, its VAT number is cleared, because only companies can have one.
In which language does the customer receive messages?
In the language chosen in Messages in on the customer's form: Arabic or English. Confirmations, receipts, reminders and invitations all use it. A new customer starts with the language of the team member who adds them; change it with Edit.
How do I see who owes us money?
In Customers, a coral dot next to a name means the customer owes money; point to it to see Owes and the amount. On the customer's file, Owes us shows the total and red chips Overdue mark the late bookings. Cancelled bookings are not counted.
Who is the customer's owner?
The Owner under Preferences is the team member who added the customer, by hand or by import.
Why do I see only the last four digits of a passport?
Your role does not include seeing full passport numbers. You see "••••" and the last four digits on the customer's family travellers and on Travellers. The agency owner can add the permission in Team and roles.
Why don't I see the Quotations or Leads tab?
These tabs show only when your role can see quotations or leads. Roles such as operations and finance see the customer's trips, travellers and messages without the sales history.
Related articles
- The customers listFind any customer by name or mobile, filter by segment or source, see who owes you money, and export or import your list.
- A customer's fileEverything about one customer on one page: contact details, spend, trips, customer app, points, family travellers, quotations and messages.
- Merge duplicate customersJoin two records of the same customer into one, keeping their bookings, travellers, quotations, points, credit and chats.
- Customers, travellers and companiesThe customer pays, the travellers fly: how people, families and company customers fit together, and why you enter a passport only once.