Email a Customer Statement

Customer Outstanding Statements and Activity Statements are useful when dealing with inquiries or disputes from your Customer regarding what they owe or have paid.

  • An Outstanding Statement will show any outstanding invoices to a customer and their current balance.
  • An Activity Statement will show any Billing, Billing Credit Memo, or Cash Receipt for a customer within a specific date range. This is typically generated as an inception to date report.

Summary of Steps:

  1. Navigate to the Customer’s Account
  2. Click the Create Statement button
  3. Choose the appropriate tab for an Outstanding Statement or an Activity Statement
  4. Ensure the Send to Contact field is populated. This will auto-populate from the billing contact field
  5. Enter any CC addresses, if necessary. This will auto-populate based on the contact roles related to this account.
  6. Review and edit the subject and body of the email.
  7. Add attachments if necessary (up to 5 attachments can be added).
  8. Click Send Email button to send an email containing the pdf and attachments.
  9. A Success Message will appear and an activity will be logged.
  10. Click the Back button to return to the Account Screen.

 

More Information

  • The Save PDF button just saves a copy of the statement to the Account and does not email the Contact
  • The Send Email button sends an email with the PDF as an attachment as well as saves the PDF as an attachment to the Files related list on the Account record.
  • The email templates can be modified to say what you would like.
  • To have CC addresses automatically populate, the contact roles must first be setup with a role of Billing Contact. This Billing Contact role type must be added before adding any contacts as a contact role.
  • Organization-wide email addresses are supported. If an org-wide email is setup, it will be an option to choose as the from sender instead of the user’s email.

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15 Comments

  • 1
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    Rebecca Ralls

    Am I reading this correctly - open credit memos are not included in the outstanding statement template?

    Is there a particular reason that they are not? Is there a way to include them?

    Thank!

  • 0
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    Ryan Faulkingham

    Rebecca - That is correct. If there is an open billing, then the usual process would be applying the credit memo to that open billing before sending out the outstanding statement. All activity, including credit memos, will show up on the activity statement.

  • 0
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    Rebecca Ralls

    Sometimes it doesn't work out that all credit memos can be applied before sending a statement. Sometimes the credit memo is designated for an order that hasn't been shipped yet, and it needs to be reflected as a reduction to the customer's total open balance.  It doesn't make any sense to me to deliberately omit open activity on a customer's account.  It's all the same object, so it can't be a programming issue.  Why not change the criteria from balance >0 to balance != 0?

    There could be a great deal of activity in an activity statement that's a lot of visual noise when all you want to see are the items that have a balance. It's not a good solution for this use case.

    -R

  • 1
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    Tony

    Rebecca,

    I think it is a good suggestion. I will speak to the development team about it. Do you see any value in including options to show open Accounts Payable on the Outstanding Statement? and Accounts Payable and Cash Disbursements on the Activity statement?

    Thanks,

    Tony

  • 1
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    Rebecca Ralls

    Thanks Tony :-)

    For the outstanding Statement I do think it would be beneficial to have the option to see all "open" activity with a customer and/or vendor since sometimes they are the same, and/or if refunds have been processed, they often go through the AP side.

    So Open Billings and Credit Memos, Unapplied Cash Receipts, Open AP & AP Credit Memos, and, once it's possible to manually apply Cash Disbursements to AP records (wwhich release is that, by the way? ;-) ) unapplied Cash Disbursements, too.

    It would also be good to have the option to include AP side activity in the Activity Statement.

    It would be most ideal if the user could select which objects they'd like to have appear on the statement(s).

    But at a minimum, just adding the open credit memos to the outstanding statement would be majorly helpful.

  • 0
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    David Bentz

    Is there a reason that the due date and the actual billing number aren't included in the standard Outstanding billing statement? an aging table would seem to be appropriate to include as well.

    In our usage, we use the Proprietary Billing Number as the reference field for the customer and then use the default Billing Name as the invoice number, so it would be nice to have the option to include both in a statement.

    Thanks!

  • 0
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    David Bentz

    my bad, I just noticed the due date column on the statement :-)

    It would still be nice to have the aging table and the billing number included.

  • 0
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    Ryan Faulkingham

    Hi David,

    The outstanding statement is a visual force page that can be modified. If you are not familiar with visual force, then it would be best to bring in a partner to help with this. We offer the out-of-the-box code, which can then be modified. Feel free to send a ticket to support for a list of approved partners. Here is a link to the code: PDF Formats

    On another note, I see that you are using both the proprietary field and the billing number field. You will want to be careful if you are including both of these numbers on the billing pdf invoice because when you receive payment from a customer, one of these fields will flow through to the cash application screen. If the proprietary field is populated, then that will flow through, if not, then the billing number will flow through. 

    If you have any other questions, please submit a ticket to support. 

  • 0
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    David Bernstein

    Is it possible to edit the body of the email that is generated by clicking the Send Email button? At the moment, the body of the email is a bit terse and doesn't reflect the culture of our company or its customers. Although I understand that the email will always be a template, we would like the ability to edit that template. 

  • 0
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    Tony

    David,

    Yes the Knowledge article for this is here: 

    https://accountingseed.zendesk.com/hc/en-us/articles/217730727-Customize-PDF-Email-Templates

    Please submit a request with support if you have any issues. 

  • 0
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    David Bernstein

    Thanks, Tony! This is exactly what I was looking for.

  • 0
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    Jackie Southon

    We also have a key requirement for the outstanding statement to reflect open credit memos on the Account. Is this on the development plan and if so do you have a timing for this functionality to be updated?

  • 0
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    Donnie Heath

    I can add a third request for the addition of credit memos in outstanding billing statements.  In the accounting department they cannot necessarily pre-apply credit memos, and the process for hunting if there are any is therefore forced on them each time.  I realize this topic went through an age gap of about a year, but the need is certainly still here across the board.  I imagine that fix would save a lot of time for a lot of company staff for a pretty small time in development.  I am the SF admin for our company and would rather not butcher in a solution for them if this will be developed soon.

  • 0
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    Rebecca Ralls

    An official feature request for adding open credits to the Outstanding Statement:

    https://support.accountingseed.com/hc/en-us/community/posts/360014668573-Include-Billing-Credit-Memos-on-Outstanding-Customer-Statement

    Please upvote :-)

  • 0
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    Ryan Faulkingham

    Hi Everyone,

    Thank you for the feedback, a product improvement ticket has been created to allow unapplied credit memos to show up on an outstanding statement. I don't have a timeline yet, but I will have the customer success manager follow back up once we have a timeline. 

    Thank you,

    Ryan

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