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Customers is where a repeat buyer stops being an anonymous till transaction. It answers the four questions your counter actually asks about a person: what did they buy, what do they owe, what have they prepaid, and who is allowed to collect for them.

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What you’re looking at

The header reads Customers — “Purchases, debts, money on account, and who may collect.” — with Refresh and New customer beside it, and two tabs below: Customers and Prospects. Three tiles sit above the table: Two of those three tiles are page totals, not book totals. They say “(this page)” for a reason: they add up only the rows the table is showing right now, so filtering or searching changes them. Never quote On account (this page) or Owed (this page) as what your whole business holds or is owed — for the business-wide figure, use the Expenses page and the reports workbench. Below them is the Customer accounts table, with Search name, phone, ID… and a status filter (All statuses, Active, Prospect, Inactive, Blocked). Search matches on name, phone and ID number. A pharmacy that has never registered anyone sees the tiles at zero and an empty table — the till’s Walk-in sales do not create records, so this screen fills only as you add people.
“Showing the closest matches only — narrow the search to see the rest.” Your search matched more people than the table will list at once. Add a surname or a phone number rather than paging through — the missing rows are not missing records.

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The customer profile

Selecting a row opens the profile. Three figures sit across the top:
  • On account — prepaid money the customer has already handed you.
  • Owed — what they still owe on part-paid sales.
  • Lifetime — everything they have spent with you.
Next to them are a status select, Money on account, Email statement, and a {n} reward(s) available badge when loyalty is running. Underneath, five tabs: Select any purchase to open it. The same Edit sale sheet the Sales page uses opens on that sale, so you can void returned units or discount what the customer keeps without leaving their record. What you change there changes what is owed, so the Debts tab, the account balance and the header figures all re-read when you apply it. Purchases state refunds; they never net them away. A sale that was partly refunded or discounted says so on its own line — “{amount} refunded or discounted” — as well as showing the net total. A figure that quietly shrank is a figure someone will query at the counter, so the screen shows both halves. Insights names your loyalty programme, its spend threshold and its reward, and how far off the next one is. With none configured it reads “No loyalty programme running — Set one up in Settings → Loyalty to reward repeat customers.” The same tab carries Reminders to this customer — Outstanding balance reminders and Loyalty reward emails — both per-customer switches on top of your pharmacy’s own settings: “Only sent while your clinic has the matching reminder switched on.” A customer with no email address on file receives nothing regardless.

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Email a statement

Email statement sends the customer their balance and what they owe. It is disabled when there is nothing to send, with the tooltip “Nothing to send — no debt and no balance”. On success you get “Statement emailed to the customer”.

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Statuses, and prospects

Active, Prospect, Inactive and Blocked. Only one has teeth: Blocked stops the account taking on new credit, so a blocked customer cannot walk out part-paid. The rest are labels for your own filtering, and changing one confirms with “Marked inactive” or the equivalent. The Prospects tab lists enquiries — people who have contacted you but never bought. A prospect is a different shape: no account, no purchases and no balance, which is exactly why they get their own tab instead of appearing in the customer table as a dormant account. Promote one from its own row action; until you do, none of the account machinery applies to them.

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Who can do this

Role decides whether Customers opens at all, and this is the sharpest role boundary in the pharmacy edition. A Cashier / Till Operator reaches POS and Sales and nothing else — they cannot open Customers, or Inventory, at any access tier. That is deliberate: the till serves, and the counter’s record of a person is somebody else’s job. Permission decides what a person may do with money once they are on the screen. Money on account is real money movement, so it is worth being explicit about who moves it. Read that table the right way round: nothing on this screen asks for a separate money permission, so who can open Customers is who can move money on an account. If a colleague should not be taking deposits, the control is their role, not a toggle — see Staff permissions. Where a money figure is gated elsewhere in the product, it renders “Hidden — needs authorisation from your clinic owner.” — never a zero, because a zero reads as “nothing owed” and this screen is about what people owe. Two behaviours surprise people:
  • Enforcement is opt-in, per person. A colleague never saved in the permissions sheet is unrestricted, and the sheet warns “Saving starts enforcing”.
  • A denied action is recorded; an allowed one is not. Hiding a module from the sidebar is a convenience, not a security boundary.

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Check it worked

  • A new customer appears in Customer accounts and is findable by name, phone or ID number.
  • Their Lifetime figure grows after their next sale at the till, and the sale appears on Purchases.
  • A part-paid sale shows on Debts with the balance in red, and in the Owed (this page) tile while that row is listed.

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Common issues

A cashier reaches only POS and Sales. Ask an owner or manager to change your role — no permission toggle re-opens this screen for a till role.
Your search matched more people than the table lists at once. Add a surname, a phone number or an ID rather than paging — the rows you cannot see are not missing records.
On account (this page) and Owed (this page) total only the rows currently listed, so a search or a status filter changes them. For business-wide money use the reports workbench.
The list did not come back. Select Refresh. If it persists on a good connection, the account may have lost access to this branch — check with an owner.
The status was not saved and the row is unchanged. Reopen the profile before trying again, in case somebody else changed it in the meantime.
The tooltip says “Nothing to send — no debt and no balance”. There is genuinely nothing to report on. It also sends nothing to a customer with no email address on file.
They were probably served as Walk-in. A till sale with no customer attached creates no record. Add them with New customer, then attach them at the counter next time — see Ring up a sale.

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FAQ

Nothing. Money on account does not expire, and marking someone Inactive is a filing label — it does not touch their balance, their debts or their history. The money stays theirs until you hand it back with a Cash out.
Yes — the People tab is a record, not a rule, and nothing at the till blocks a sale to someone who is not on it. It exists so your counter can check in one glance instead of making a phone call. See Who may collect.
No. Blocked stops the account taking on new credit, so they cannot walk out part-paid. They can still buy anything they pay for in full.
Not from this screen. Keep the record with the purchases and the balance, move anything useful across by hand, and mark the other Inactive so the history is still answerable.
No — a prospect has never bought, so it has no account, no purchases and no balance. That is why it lives on its own tab. Promote it and the account machinery starts on the day they become a customer.

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Next

Money on account

Deposits, cash-outs, corrections, and paying from the balance at the till.

Who may collect

Family members and errand runners allowed to pick up an order.

Add your first customer

The New customer sheet, field by field.

Ring up a sale

Attaching a customer to a sale at the counter.