Portal invoice and shipment pages are list-based
The portal currently uses invoice rows and expandable shipment rows. Do not tell
customers to open a separate invoice detail page or shipment detail URL.
Review Portal Invoices
Customers open Invoices from the portal sidebar. The page shows invoice counts, unpaid and overdue summaries, outstanding balance, invoice status tabs, search, invoice rows, balance due, payment state, a PDF download action, and a Pay button when an invoice still has a balance.
Pay An Open Invoice
When a customer clicks Pay, the portal opens a confirmation modal with invoice total, amount paid, and balance due. Continuing sends the customer to the portal Payments flow with invoice and amount context.
- PDF download: opens the customer-facing invoice PDF in a new browser tab.
- Pay button: appears when the invoice has a remaining balance.
- Paid invoice: remains visible for history, but should not show a pay action.
- Overdue label: helps customers identify invoices past their due date.
Invoice Edge States
| State | Customer-facing result | Staff review |
|---|---|---|
| Unpaid | Invoice shows balance due and may show Pay. | Confirm the invoice is posted and payment connector is healthy. |
| Partially paid | Balance due is lower than invoice total. | Review payment history, credits, refunds, and remaining balance. |
| Paid | Invoice remains visible for history and should not request payment. | Use staff invoice or payment history for questions about how it was paid. |
| Overdue | Invoice is still open and past due date. | Follow collections workflow and confirm due date, terms, and statements. |
| PDF unavailable | PDF action fails or opens an error. | Confirm the customer-facing document can be generated and browser popups are allowed. |
| Payment blocked | Pay action is missing or payment flow fails. | Check invoice status, void state, balance due, portal settings, and Stripe health. |
| Public link expired | Customer cannot use an old link from email. | Resend the invoice or payment email to generate a fresh link. |
Track Portal Shipments
Customers open Shipments from the portal sidebar. The page shows shipment counts, active shipments, carrier, tracking number, delivery status, shipped date, estimated delivery date, and carrier tracking link.
Expand Shipment History
Customers can expand a shipment row to see the current status, carrier service, tracking number copy action, external carrier link, and tracking history events. The history loads when the row is expanded.
Shipment Edge States
| State | Customer-facing result | Staff review |
|---|---|---|
| No tracking number | Shipment may be absent or show limited package information. | Confirm the package was fulfilled and a label or tracking number exists. |
| Carrier delay | Tracking may stop updating for a period of time. | Check the carrier site and review recent tracking events before promising a delivery date. |
| Multiple packages | Customer may see multiple shipment rows or expanded package details. | Confirm each package has the right items and tracking. |
| Delivered | Shipment shows delivered when carrier data is available. | Use delivered timestamp for RMA eligibility and customer follow-up. |
| Carrier page differs | Carrier site may update before Arcus receives the next event. | Treat the carrier page as the live carrier source and Arcus as the account record. |
Staff Checklist
- Confirm the customer is logged into the correct account.
- Confirm the invoice or shipment belongs to that account and entity.
- Confirm the invoice is posted and customer-visible before expecting it in the portal.
- Confirm the package has a tracking number and carrier status before promising live tracking detail.
- Use the public payment link or public tracking link for one-off customer requests.
Common Blocks
- Invoice missing: confirm the invoice belongs to the portal account and is customer-visible.
- Pay button missing: the invoice may be paid, voided, not payable, or portal payments may be disabled.
- PDF does not open: confirm the invoice PDF can be generated and the customer’s browser allows new tabs.
- Shipment missing: confirm the order was shipped and the package belongs to the customer’s account.
- Tracking history is empty: the carrier may not have scanned the package yet.
- Carrier page differs from Arcus: the carrier site can update before Arcus receives the next tracking event.
Related Articles
Customer Portal Overview
Understand portal login, dashboard, customer navigation, setup requirements, and account-scoped visibility.
Portal Payments and Payment Methods
Review customer portal payment history, payment starts, saved methods, and common payment blocks.
Public Order, Payment, and Quote Links
Use tokenized public links for customer order view, payment, shipment tracking, and quote approval.
Invoice Management
Find, create, post, send, pay, correct, and void customer invoices.
Shipments and Rate Preview
Track packages, review shipment details, export shipment rows, and preview carrier rates without buying labels.
Record Customer Payments
Record cash, card, ACH, check, wire, external, terms, or credit payments.