Your account

Customers

The account-wide list of everyone who has registered as a customer with you.

A customer registers once and can then request quotes or pay by bank transfer across any of your events. A customer can be several people, like the accounts team at a company, each signing in with their own address.

Open a row for that customer's own page. It starts with what they've paid and their orders and quotes, each linking into the event admin that manages it, then their people, and their details last.

Edit on a customer's page changes their name, organization and phone number, how they pay (their payment terms, what they're part of, approval and kind), and their billing address: the name an invoice is addressed to, and a postal address with its own country. Invoices already issued keep the name, organization and billing address they were issued with.

The account API can show the customer list and a customer's quotes and orders, and set a customer's billing address the same way Edit does. Its admin links open the matching pages here, so you can check what an agent found.

You can add customers through the API one at a time, the same way a row of an import adds one, and nobody is emailed. An email that is already a customer's primary contact adds nothing, and the API says which customer has it.

If your customers already exist in Stripe, the API can link each one to its Stripe customer, and their bank transfers go to the account details Stripe has already given them. This needs a key with payment.manage. Tito checks with Stripe that the customer exists. A Stripe customer can be linked to only one customer here, and a customer with a bank transfer waiting to be paid keeps the Stripe customer it has until that transfer is paid or canceled.

Signing in

When an event offers bank transfer, its event page and each of its audience pages show Pay by bank transfer under the button to continue. A buyer who selects it goes through the booking form straight to the bank transfer, with the tickets they chose. Under the sign-in, a line lets them pay by card instead if they change their mind.

When your transfers go through Stripe, a bank transfer needs a customer, so a buyer who isn't signed in is asked to confirm their email address first. Tito emails them a 6-digit code, they type it in, and they're signed in. That signs them in as the customer whose People the address is on. If it's at one of a customer's Email domains, they're added to that customer's People, seeing their own bookings, and signed in as it. Anyone else becomes a new customer. Someone on more than one customer is asked which they're paying for.

An address you've taken off a customer's People can't sign in this way. It's never added back without you.

Pay by bank transfer doesn't appear in a widget.

While a customer is signed in, the event page and each step of the checkout say who they’re signed in as, with a link to their account. The checkout starts with their email address filled in, and their name too if they’re the customer’s primary contact. A bank transfer is offered only on an order placed with the signed-in person’s own email address, so when they pay by bank transfer the checkout shows that address and it can’t be changed. Sign out to use a different one under it signs them out and asks who’s paying. An order placed for another address is paid by card.

To change its words, open the event's Customize and select the button on the event page. An audience can have its own words for it, as it can for anything on its landing page. Whether an audience offers bank transfer at all is the audience's own setting.

People

People on a customer's page lists everyone who can sign in as that customer. Each of them sees the quotes and orders made with their own address, with the invoices for those orders. An approver sees a quote while it waits for them, and the order it becomes only if you show them every booking.

Show every booking in someone's menu in People lets them see all of the customer's quotes, orders and invoices, whoever made them. Show only their own takes that away again. Only you can change it, from that menu or the API. Their account page then says it lists the bookings and quotes of anyone at the customer. Each row made by somebody else says who made it.

On the account page, an order waiting for its bank transfer shows the date it's due.

Add a person above the list opens a page for their address. Choose what they see when they sign in, then select Add person. They can sign in straight away, and Tito doesn't email them, so let them know. Someone can be on more than one customer. When they sign in, Tito asks which one they're signing in for, and they can switch from their account page.

With Contacts turned on, you can look someone up there instead. Type part of their name or organization in the same box and select Add person. The contacts who match are listed, and Add beside one adds them. You can also add a contact to a customer from the contact's own page.

Remove… in someone's menu takes them off after a confirm step. They're signed out, and anything they placed while signed in as the customer stays with it. The primary contact can't be removed, so make someone else primary first.

Make primary… in someone's menu makes them the primary contact: the address the customer is listed under, the one Stripe has for it, and the one an import matches it by. The previous primary contact stays on as one of its people, and the customer's name comes off, so add the new contact's with Edit. One address can be the primary contact for only one customer. When the new primary contact signs in, they start on this customer.

Email domains

Email domains on a customer's page lists the domains its people's addresses use: the part after the @, like example.org. Add a domain above the list opens a page to type one, then select Add domain. Only that exact domain matches, so mail.example.org is a different one. Domains anyone can get an address at, like gmail.com, can't be added.

A domain can be on more than one customer, like a board whose schools all use its domain. Someone at it then chooses which one they're buying for.

Someone with an address at one of a customer's domains can't sign in as a customer of their own. Pay by bank transfer adds them to the customer's People once they've entered their code (see Signing in above). To let them sign in from their account page before that, add them to its People yourself.

Remove… takes a domain off after a confirm step. Orders and quotes already placed stay with the customer.

Buying for a customer at checkout

When someone checks out with an address on a customer's People, or at one of its Email domains, Tito asks whether they're buying for their organization. They can confirm their address with a 6-digit code Tito emails them, or carry on without it.

Once they've entered the code, they choose the customer if more than one matches, then generate a quote, pay by card or request an invoice. The order or quote belongs to that customer, under its payment terms, and approval applies if the customer needs it. The order's page shows who confirmed and how.

The quote form asks the same way. Once they've entered the code there, they choose the customer if more than one matches and generate the quote for it.

Confirming doesn't add anyone to a customer's People or sign them in. It covers that one order or quote.

Import customers

Import customers in the Customers list's menu adds customers from a spreadsheet, one on each row, before any of them registers. Download a starter file gives you the columns: Email, Name, Organization and Payment terms. Every row needs an email, and it becomes the customer's primary contact. You can add a phone number and a billing address to each customer.

A billing address can be one column (Address) or several (Address line 1, Address line 2, City, Postcode, County and Country), whichever your spreadsheet already has. Town, State, Region, Postal code, Eircode and ZIP are read the same as their Tito column. A country can be typed as its name or its code.

The Payment terms column gives each customer its terms. Type the name of a set exactly as it is under Payment terms, though capitals don't matter.

Check the file shows every row before anything changes. A row whose email matches a customer you already have updates that customer, and the row says what it adds. A payment terms cell replaces their terms, and a name, organization or phone number is only filled in where it's missing. A billing address is filled in only when the customer has none at all, line and all: it isn't topped up piece by piece. An empty cell never removes anything, and nobody is emailed.

A row with an email address that isn't valid, or terms you don't have, is skipped. You can fix it on the same page: correct the address, or choose one of your payment terms, then tick the row. Untick any row you want to leave out. The button at the foot of the page counts the customers it will import, and nothing changes until you select it.

Part of another customer

A customer can be part of another, like a department under its company. Choose the other customer under Part of on the customer's Edit page. It's one level: a customer that others are part of can't be part of another.

A customer with no payment terms of its own follows the terms of the customer it's part of. The customer's page lists everything that's part of it.

Approval

A customer can have its quotes approved before they become orders. Choose Needed for quotes under Approval on the customer's Edit page. A customer that's part of it follows the same setting, and its quotes go to this customer's approvers.

With approval on, everyone in People is a requester or an approver. Requesters send quotes for approval. Approvers are emailed when a quote arrives and see it on their account page. They approve a quote by recording its purchase order number, or reject it with a reason. An approver on a customer that's part of another can record or reject that customer's own quotes too, and the approvers of the customer it's part of are emailed when they record one.

Make requester and Make approver in someone's menu in People change their role. When you add someone, you choose which role they get. Everyone added before approval was on is an approver, so make anyone who shouldn't approve a requester.

The buyer can't turn a quote that needs approval into an order from its page. They select Send for approval instead, and the approvers and the person who sent it are emailed.

An approver selects Record a purchase order on the quote and types the number. That turns the quote into an order and, if the order can be paid by invoice, issues its invoice with the number on it. The order and the invoice belong to the customer the quote was made for, under that customer's payment terms. If the approver sends you the number instead, record it on the quote from the event's Quotes list.

If the total has changed since the quote was made, the approver sees both amounts and has to record the number again at the new total. If something on the quote has sold out, nothing is recorded and the person who sent the quote is emailed.

To change the wording of the emails a quote sends on its way to approval, open the event's Customize and select the email. The emails are listed when the event page offers quotes and a customer needs approval.

A quote is a customer's when someone signed in as the customer makes it, or when you or the API create it for an address that's on that customer and no other. A quote for an address on several customers isn't any customer's, so approval doesn't apply to it.

While any customer needs approval, a quote made by someone who isn't signed in can't become an order from its page, and the buyer is asked to sign in and generate it again. People on a customer that needs approval can still pay by card, but they can't ask for an invoice without sending a quote for approval first. That's true even before they sign in, when they check out with their own address. You can still issue the invoice yourself from Documents on the order's page.

Blocking new orders

You can stop a customer placing new orders, for example while they have invoices to pay. Open Actions on the customer's page and select Block new orders…. Write the email they'll get when they try to order, then select Block new orders. It can use bold, italic, links and bulleted lists. If you leave it empty, the email asks them to get in touch with you. The email opens with your event's greeting and ends with the email sign-off you've written in Customize, as your other emails do.

When someone at a blocked customer tries to order, the page tells them their organization can't place new orders right now and that we've emailed them the details. The email goes to the address they're signed in with, or the one they typed. Trying again within 15 minutes doesn't send another.

While a customer is blocked, nobody at it can place an order or generate a quote, whichever way they pay and including free tickets. A quote they already have can't become an order, and they can't add tickets or extras to an order they've placed. They can still pay for orders they've already placed, and make a pending order smaller. You can still make orders for them yourself. A customer that's part of a blocked customer is blocked too.

Tito knows someone is at the customer when they're signed in as it, or when they check out with an address on its People or at one of its Email domains. Someone checking out with any other address isn't stopped, and neither is someone who pays with Apple Pay or Google Pay before typing an address. To close that, turn off Offer express checkout on this landing page on the audience your customers book through.

Change the block message… in Actions changes what they see, and Allow new orders again lifts the block. The account API can block and unblock a customer too.

Deleting a customer

You can delete a customer that has no quotes or orders, like one an import added by mistake. Open Actions on the customer's page, select Delete this customer…, then select Delete customer. Its people and email domains are deleted with it. You can't undo it.

A customer with quotes or orders, or one that's linked to a Stripe customer, can't be deleted. To remove the details of a customer like that, anonymize it instead, which keeps its orders.

Deleting a blocked customer lifts the block, so its people can order again. Customers that were part of it stay, each as a customer of its own, and stop following its payment terms, approval setting and block. The account API can delete a customer too.

Kinds

Customer kinds in the Customers list's menu is where you name the groups you sort customers into, like Partners or Members. Choose a customer's kind under Kind on their Edit page, and filter the Customers list by it. A kind is a label only: payment terms, what a customer is part of and everything else work the same whatever it is.

Renaming a kind keeps it on its customers. Removing one leaves them with no kind.

Payment terms

Payment terms in the Customers list's menu is where you set up how customers pay by bank transfer: when an invoice is due, when they're reminded, and what happens if it isn't paid. Give each set a name, like Members, then choose it for a customer under Payment terms on their Edit page.

An invoice can be due a number of days After they book, Before the event starts, or After the event ends. Someone who books too late for a date before the event is due on the day they book. Someone who books after the event has the same number of days from the day they book.

Reminders before the due date and chasers after it are a day each, up to six of each. An order that still isn't paid waits for you to cancel it, or is canceled automatically a number of days after the due date, and its tickets go back on sale.

Each set of terms has its own page, with Example dates for someone booking today for your next event. On the form, the example dates change as you edit, and you can pick another event or booking day to try.

To change the wording of the invoice emails a set of terms sends, use the menu on the terms’ page. It has a link for each event that takes bank transfers, and each opens that event’s Customize on the terms’ own wording. Wording you change at one event isn’t used at your other events.

An invoice keeps the terms it was issued under, so changing or removing a set doesn't move a due date that's already been sent. A customer without terms, and not part of a customer that has some, follows each event's own bank transfer settings.

The vendor form

Some customers cannot pay you until their finance team has set you up as a supplier. They ask for a form carrying your company details, and Download beside the vendor form under Documents on a customer's page gives you one as a PDF you can send on or print and sign.

Fill the details in first, under Settings, Invoicing. Everything there is optional, and anything you leave blank stays off the form.

Add your signature under Settings, Invoicing, and every vendor form you download carries it, with your name under it and the date you downloaded it. Without one, the form keeps a line to sign by hand, still dated the day you download it.

The form also carries the bank details that match the way you take transfers. If customers wire to your own account, that account is on the form. If Stripe supplies the account details, the form carries the ones Stripe issued that customer. Where there are none yet, the form says the bank details come with the invoice.

Bank details from Stripe

When Stripe supplies the account details, each customer has their own, and they stay the same for that customer. They're under Payments on the customer's page, and every vendor form you download for them prints them.

A customer who has paid by bank transfer already has them. For anyone else, like customers you imported or linked to Stripe through the API, select Get bank details. A customer who isn't in Stripe yet is added to your Stripe account first. Only account owners and admins can get bank details, and the API can do the same with a key that has payment.manage.

Bank confirmation letter

Download beside Bank confirmation letter under Documents on a customer's page gives you a PDF letter from you, confirming the bank account that customer pays into.

The letter is headed with your company details from Settings, Invoicing, and names the same account as the vendor form. It carries your signature and is dated the day you download it. Without a signature, it keeps a line to sign by hand. When Stripe supplies the account details, the letter also says that payments to the account are received through Stripe.

A customer with no bank details yet has no letter to download. When Stripe supplies the account details, select Get bank details first.

Good to know

• An order someone places while signed in as a customer belongs to that customer. Older orders and quotes are matched on the address of any of the customer's people, and capitals make no difference, so an order placed as Office@Example.org belongs to a customer whose people include office@example.org.
• Exports live on each event's own orders list, where you can take a CSV of that event's orders.