Overview
Common questions about working with customer records in Factory. For full feature documentation, see the Customers articles in the help centre.
Access and roles
Q: Who can access the Customers page?
The following roles can access the Customers page:
Administrator
Power User
Standard User
Standard User No Invoicing
Standard User No Pricing
Customer records
Q: Where can I update a customer's name, address, and ABN?
Go to Sales > Customers and search for the customer, then:
Select the
Billing addresstab.Edit the customer name, address, or ABN as needed.
Click any white space outside the form to save the changes automatically.
Q: I get the error "A company with this name already exists" when adding a customer. What's happening?
A customer with the same name already exists in Factory. To find them:
Refresh the page.
Search for the customer name.
Make sure Show archived customers is ticked, in case the existing customer has been archived.
Pricing and tax settings
Q: When adding products to quotes or sales orders, I can only see one Price Level under Add Product > Product Catalogue. Why?
A specific Price Level has been assigned to the customer linked to the quote or order, so only that level shows by default. To view all available price levels, tick Show all price levels when adding products.
Q: We don't charge tax on overseas orders. Is there a way to set a customer to be tax-free by default?
Yes. To make new orders tax-free by default for a specific customer:
Go to
Sales>Customersand select the customer.Open the
Settingstab.Under Sales and Invoicing, tick Default new orders to tax free.
Q: I've set up customer due dates, but the due date field is empty on the invoice PDF. Why?
If the customer's due date was set after the invoice was generated, it does not appear on the existing PDF. Generate a new invoice to apply the change.
When working across multiple browser tabs (e.g. one to update due dates and one to generate invoices), refresh Factory in the invoice tab so the latest customer settings load.
Accounting integration
Q: I get the error "There is no (accounting system) customer linked to Customer name" when submitting or updating a quote or order. What should I do?
Click the Fix button. This opens the customer's Settings tab, where the correct customer can be linked from the accounting system.
If the customer doesn't appear in the dropdown:
Go to
Settings>Integrations.Click
Update accounting datato refresh the list.
Q: We've created an internal customer and don't want their quotes or orders sent to our accounting package. How can we stop this?
To prevent quotes and orders from syncing for a specific customer:
Go to
Sales>Customersand select the customer.Open the
Settingstab.Tick Do not send orders to accounting package.
Errors and limits
Q: I get an error saying "Maximum upload file size is 20 MB" when uploading a file in Collaborate.
The maximum file size for uploads in Collaborate is 20 MB. When uploading multiple files:
Upload them one at a time.
Make sure the total combined size does not exceed 20 MB.
Q: I get the error "Please fix email/phone number formatting within highlighted contact(s)" when deleting a customer contact. What does it mean?
One or more contact fields (email, phone, or mobile number) have an invalid format. Check the highlighted contact(s) and correct any invalid entries before retrying the delete.