Customer Lookup and 360-Degree Account View

Documentation Index

Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt

Use this file to discover all available pages before exploring further.

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When to use this workflow

• A customer calls in by phone and you need to pull up their account by name or phone number
• You need to see a customer’s full account profile (360 view) including orders, invoices, and open AR
• You received an email from a customer and need to find their account by email address
• A customer provides an order number and you need to see their full account

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Finding customers: Four paths

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Path 1: Search by name (fastest for known customers)

Steps:

1. Click Accounts in the main navigation.
2. In the Accounts list, use the search box at the top and type the customer name (first or last).
3. Click on the matching account from the results.

Example: Type “Johnson” and all accounts with Johnson in the name appear.

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Path 2: Search by email address

Steps:

1. Click Accounts in the main navigation.
2. Click the Search icon or use Cmd+K (or Ctrl+K on Windows) to open the global command palette.
3. Type the customer’s email address.
4. Select the matching account from the dropdown.

Expected result: The customer’s account opens with their full profile visible.

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Path 3: Search by phone number

Steps:

1. Click Accounts in the main navigation.
2. Use the search box and type the phone number (with or without formatting: 555-123-4567 or 5551234567 both work).
3. Click the matching account.

Expected result: The account opens immediately.

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Path 4: Search by order number

Steps:

1. Click Orders in the main navigation.
2. Use the search box and type the order number (e.g., SO-001234 or PO-004567).
3. Click the order from the results.
4. Click the customer name link at the top of the order detail to jump to their account.

Expected result: The customer’s account page opens, showing all their information.

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The 360-degree account view

Once you open a customer’s account, you have access to their complete profile. Here’s what you’ll see:

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Header section

• Customer Name and Account Status (Active, Inactive, On Hold)
• Account Managers, Sales Agents, and Field Agents assigned to the account
• Quick Actions menu (Edit, Merge, Deactivate, etc.)

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Key tabs and sections

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Overview tab (default)

• Billing and shipping addresses on file
• Contact information (email, phone, website)
• Credit limit and Current AR Balance (open invoices)
• Payment terms (Net 30, Prepay, etc.)
• Notes section (internal notes from previous reps)

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Orders tab

• All orders placed by this customer (sales orders, quotes, invoices)
• Filter by status (Confirmed, Packed, Shipped, Delivered, Canceled)
• Quick order actions (create a new order, view order details)

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Invoices tab

• All invoices issued to this customer
• Open invoices (unpaid)
• Paid invoices (with payment dates and methods)
• Overdue invoices (highlighted in red if past due terms)

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Payments tab

• Payment history (dates, amounts, methods)
• Payment methods on file (credit cards, bank accounts)
• Apply credit to a future order if you have account credit available

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Returns tab

• Return requests initiated by or on behalf of the customer
• Return status (In Progress, Received, Completed, etc.)

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Contacts tab

• All contacts at the account (billing, shipping, other contacts)
• Edit contacts or add new contacts for different purposes

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Settings tab (if you have Admin permissions)

• API keys for this account (if they have API access)
• Webhooks configured for this account
• Integrations connected to this account (Shopify, Amazon, etc.)

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Common 360-view scenarios

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Scenario 1: Customer calls with past due invoice

1. Search by name or phone number.
2. Open the Invoices tab.
3. Click the red (overdue) invoice to see details.
4. Click Record Payment to log a payment or Send Invoice to resend the invoice via email.

Related: Record Payment

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Scenario 2: Customer wants to place an order; you need to check credit limit

1. Search by customer name.
2. Look at the Credit Limit and Current AR Balance in the Overview tab.
3. Calculate available credit: Credit Limit - Current AR Balance = Available Credit.
4. If available credit is insufficient, contact your manager or put the order on hold until payment is received.

Related: Creating Orders

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Scenario 3: Customer reports they never received an invoice

1. Search by customer name.
2. Open the Invoices tab.
3. Click the invoice they didn’t receive.
4. Click Resend Invoice to send it again via email.

Related: Resending Emails

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Scenario 4: Multiple customer contacts; unsure which email to use

1. Search by customer name.
2. Click the Contacts tab.
3. Review all contacts and their roles (Billing, Shipping, AP Contact, etc.).
4. Send correspondence to the appropriate contact based on their role.

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Using the global search (Cmd+K / Ctrl+K)

Press Cmd+K (Mac) or Ctrl+K (Windows) from anywhere in Arcus to open the global search palette. What you can search for:

• Customer name, email, or phone
• Order number (SO, PO, Invoice)
• Product name or SKU
• Vendor name
• Settings page (e.g., “Payment Terms” will jump to Settings > Payment Terms)

Keyboard shortcuts:

• Press Cmd+K or Ctrl+K to open.
• Type to filter results.
• Press Enter or click a result to open it.
• Press Esc to close without selecting.

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Tips for fast customer lookup

• Save favorites: Pin frequently called customers to your sidebar for instant access.
• Use partial matches: You don’t need the exact name. Type “Joh” and all Johnson-like names appear.
• Leverage phone search: Many customers remember their phone number but not their account name.
• Use order number if available: If the customer has an order number handy, search by order, then click their name to access their full account.

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