Manage Customers

Glossary

Prerequisites & Setup

Step-by-Step Instructions

Create and Edit Customers

Promote Prospective Customers

Customer-to-Destination Facility Auto-Mapping

Track Customer Sales Orders and Manage Credits

Maximum Allowed Outstanding Balance (Internal Sales Orders)

Important Considerations

System Impacts & Dependencies

Troubleshooting Common Issues

Overview: Why We Use This Feature

Canix offers a set of Customer actions that build and maintain your customer base, and control how those customers behave elsewhere in the platform. The details you capture on a Customer record reach Sales Orders, Invoices, and Outgoing Transfers, so accurate customer data does more than keep your contact list tidy.

Use Canix's robust Customers feature to better track and manage your customer base. Since Canix already has access to state license databases, you can use this tool to surface new customers and add them to your list of clientele, rather than typing their details in by hand. Customer records then flow outward: a new Customer creates or links a Destination Facility for transfers, a DBA name appears on Invoices, a credit balance applies to future orders, and an outstanding balance can block new internal orders entirely.

Two of the behaviors in this article are automatic rather than actions you take. Customer-to-Destination Facility Auto-Mapping runs in the background whenever you create or edit a Customer, and the Maximum Allowed Outstanding Balance is a setting that enforces itself at Sales Order creation. Both are documented here because they are triggered by Customer data.

In this article the following actions are covered. For creating and managing the orders themselves, see Create and Manage Sales Orders.

Create and Edit Customers: This feature allows you to manage your active customer base and browse official facility records for your state. Create Customers one at a time by searching the state license database, or bulk upload an existing book of business from a template. Adding customers to Canix is a breeze however, we know that many of our customers have amassed a solid book of business over the years. The Customer Uploader reduces the burden of manually uploading your customers one by one.

Promote Prospective Customers: This feature allows you to browse official facility records for your state, and promote them to active customers. Search the Prospective Customers list by Company Name, License Number, Contact Name, City, County, or License Expiration Date, then promote the record into a Current Customer.

Customer-to-Destination Facility Auto-Mapping: Canix streamlines the process of linking Customers to Destination Facilities by automatically creating or associating Destination Facilities when a new Customer is added. This significantly reduces manual data entry, ensures accurate information across the platform, and improves workflows such as Outgoing Transfers. You only need to create the Customer; Canix handles the Destination Facility creation or mapping in the background, and keeps the details in sync.

Track Customer Sales Orders and Manage Credits: In Canix you can easily review and manage a customer's current and historical Sales Orders from a single customer profile, alongside their total Sales Amount and any outstanding balances. It's also simple to manage credit on customer accounts. Canix automatically logs a credit to the customer's company when an invoice is overpaid, and you can add credits directly to a company's account and apply that balance to any of their future orders.

Maximum Allowed Outstanding Balance (Internal Sales Orders): The Maximum Allowed Outstanding Balance setting allows facilities to control credit exposure by preventing new internal sales orders from being created once a customer exceeds a defined outstanding balance threshold. This ensures credit limits are enforced consistently and cannot be bypassed. This setting applies only to sales orders created within Canix and does not impact Marketplace buyer-initiated orders.

Glossary

• Customer: A company you sell to, stored in Canix with its facility license details, contacts, and address.
• Current Customer: An active customer available to select on Sales Orders and Transfers.
• Prospective Customer: An official facility record from your state's license database, browsable in Canix but not yet an active customer.
• Promote: The action that converts a Prospective Customer into a Current Customer.
• Company Name: The legal entity name of the customer. Required when creating a Customer.
• DBA (Does Business As): The name your customer does business under, if it is different than the legal entity name. Searchable on Sales Orders and displayed in parenthesis on Invoices and Sales Orders.
• Facility Type: The license category of a facility, used to filter the Prospective Customers list.
• License Number: The state-issued facility license identifier. This is the value Canix matches on when linking a Customer to a Destination Facility.
• License Expiration Date: The expiration date on a facility license. May need to be updated manually, as these are liable to change and are often unavailable from the data sources Canix pulls from.
• Canix Bulk Customer Import Template: The .csv template used to upload an existing customer list in one operation.
• Customer Uploader: The Canix page used to load a completed Bulk Customer Import Template. Admin access required.
• Customer Profile: The detail view opened by selecting a Company Name, showing total Sales Amount, outstanding balances, credit, and every Sales Order for that customer.
• Credit: A balance held on a customer's account that can be applied to future orders. Logged automatically when an invoice is overpaid, or added manually.
• Outstanding Balance: The amount a customer owes on unpaid invoices.
• Maximum Allowed Outstanding Balance: A currency setting that blocks new internal sales orders once a customer's outstanding balance exceeds it.
• Internal Sales Order: A Sales Order created directly in the Canix app or via Internal Shop, as opposed to a Marketplace buyer-initiated order.
• Internal Shop: A Canix ordering surface subject to the same Maximum Allowed Outstanding Balance enforcement as the Canix app.
• Marketplace Order: A buyer-initiated order placed through Marketplace. Not subject to Maximum Allowed Outstanding Balance enforcement.
• Destination Facility: The receiving facility record used on Outgoing Transfers. Created or linked automatically from Customer data.
• Auto-Mapping: The background process that creates or associates a Destination Facility when a Customer is created, and syncs field changes when a Customer is edited.

Prerequisites & Setup

Before beginning, ensure the following requirements are met:

• Permissions:
  • Customer permissions are required to create and edit Customers. Analyze & Support > Admin & Settings > Permission Groups > Sales > Customers:

• Current Customers: Create new customers and update your existing Customers.
• Prospective Customers: Create and update Prospects, including promoting them to Customers.
• Assigned Customers Only: when access is set to Edit or View, this means the user can only edit or view Customers that have been assigned to them. Useful to give Sales team members access to edit only their own book of business.

• Necessary Data:
  • Current Customers in Transact > Sales Management > Customers for editing, credit management, and Sales Order review.
  • Facility License Numbers for the customers being added. This is what Canix matches on when creating or linking a Destination Facility.

Step-by-Step Instructions for Each Action

Create and Edit Customers

• Important Considerations
• Step by Step Instructions
• Troubleshooting

Important Considerations for Create and Edit Customers

These "pro-tips" and warnings help avoid common pitfalls:

• Field requirements: Company Name, Contact Name, and Phone Number are required when creating a Customer manually. Searching for the facility at the top fills these in for you.
• Creating a Customer also creates or links a Destination Facility automatically. Editing certain fields syncs those changes through. See Customer-to-Destination Facility Auto-Mapping.
• Use the DBA field to add the name your customer does business under, if it is different than the legal entity name. The DBA name can be searched for in Sales Orders, and appears in parenthesis on Invoices and Sales Orders created for that Customer.
• If the New Customer you are trying to add has just recently received their new License Number, they may not show up in the search bar. In that case, follow the same steps to create a New Customer and then manually enter in all the details you have, including their License Number.
• You can generate a .csv of your current customers from the top right of the Current Customers table.

Step by Step Instructions for Create and Edit Customers

Follow these steps or watch the demo video to complete each workflow. Customers can also be uploaded using the bulk uploaders in the admin section.

Create a Customer

1. Navigate to Transact > Sales Management > Customers. This will allow you to view, update or deactivate all Current Customers.
2. Select + Create Customer
3. Create a New Customer by searching for the facility at the top, or entering all required fields:
   • Company Name
   • Contact Name
   • Phone Number
   • DBA (optional): Use this field to add the name your customer does business under, if it is different than the legal entity name. The DBA name can be searched for in Sales Orders to select the Customer you would like to create a Sales Order for. This name will appear in parenthesis on Invoices and Sales Orders created for that Customer.
4. Select Create
5. View Current Customers. Navigate to Transact > Sales Management > Customers

Edit a Customer

1. Navigate to Transact > Sales Management > Customers
2. Edit Current Customers by selecting the Customer Name, clicking the edit pencil, making any needed updates, then clicking Update

Troubleshooting for Create and Edit Customers

If you encounter an error, check these common scenarios before contacting support.

• A new customer doesn't appear in the facility search. If the New Customer has just recently received their new License Number, they may not show up in the search bar. Create the New Customer and manually enter all the details you have, including their License Number.
• A bulk upload created none of your customers. Customers will only be created if no errors occurred in any records. Review and fix every error message, then upload again.
• Columns aren't mapping on a bulk upload. Select the correct column for any missing fields, this may happen if you change the header names on the template.
• You can't reach the Customer Uploader. You must be an Admin in Canix to have access to it.
• A customer's legal name isn't what your team calls them. Add their trading name in the DBA field. It becomes searchable on Sales Orders and appears in parenthesis on Invoices and Sales Orders.
• A Destination Facility appeared that you didn't create. This is expected. Creating a Customer automatically creates or associates a Destination Facility.

Promote Prospective Customers

• Important Considerations
• Step by Step Instructions
• Troubleshooting

Important Considerations for Promote Prospective Customers

These "pro-tips" and warnings help avoid common pitfalls:

• Promoting "Prospective Customers" into "Current Customers" is currently siloed by Facility. If you wish to use the same Customer in multiple Licenses, you'll need to Promote them on each License.
• The Prospective Customers List is not available for download as it is a proprietary feature that Canix developed for our customer base.
• License Expiration dates may need to be updated manually, as they are liable to change and are often unavailable from the data sources we pull from.
• Narrow the list by Facility Type using the dropdown menu in the upper right before searching.
• Search by typing into the search box at the top of each column: Company Name, License Number, Contact Name, City, County, or License Expiration Date.

Step by Step Instructions for Promote Prospective Customers

Follow these steps or watch the demo video to complete each workflow.

1. Navigate to Transact > Sales Management > Customers
2. Find the Prospective Customer using either search method:
   • Narrow it down by Facility Type. This can be done by selecting the dropdown menu in the upper right
   • Search by typing into the search box at the top of each column. You can search by Company Name, License Number, Contact Name, City, County, or License Expiration Date
3. Once you have found a Prospective Customer that you would like to add as a customer, select the Company Name and then select Promote
4. To Create the Customer, ensure all information is correct and select Create
   • License Expiration dates may need to be updated manually, as they are liable to change and are often unavailable from the data sources we pull from
5. View Current Customers. Navigate to Transact > Sales Management > Customers

Troubleshooting for Promote Prospective Customers

If you encounter an error, check these common scenarios before contacting support.

• A promoted customer isn't available on another License. Promoting is currently siloed by Facility. If you wish to use the same Customer in multiple Licenses, you'll need to Promote them on each License.
• You can't export the Prospective Customers list. The Prospective Customers List is not available for download as it is a proprietary feature that Canix developed for our customer base. You can generate a .csv of your Current Customers from the top right of that table.
• A License Expiration Date is blank or wrong. These are liable to change and are often unavailable from the data sources Canix pulls from, so they may need to be updated manually.
• You can't find a facility in the Prospective list. Confirm the Facility Type filter isn't excluding it, and try searching a different column. Company Name, License Number, Contact Name, City, County, and License Expiration Date are all searchable.

Customer-to-Destination Facility Auto-Mapping

• Important Considerations
• How it Works
• Troubleshooting

Important Considerations for Customer-to-Destination Facility Auto-Mapping

These "pro-tips" and warnings help avoid common pitfalls:

• This behavior is automatic. There is no action to take and no setting to enable. Canix handles the Destination Facility creation or mapping in the background whenever a Customer is created.
• The Facility License Number is what Canix matches on. If the license number is not linked to an active Destination Facility, Canix creates a new one. If it is already linked, Canix associates the Customer with the existing Destination Facility.
• Editing a Customer syncs changes to the linked Destination Facility for the mapped fields listed below. Fields outside that list do not sync.
• You only need to create the Customer. Don't create a matching Destination Facility by hand, or you risk duplicate records against the same license.
• Keep Customer records current, since Destination Facility details are populated and updated from them.

How It Works

Canix runs this in the background. The sequence below is what happens, not steps for you to follow.

When You Create a New Customer

1. Facility License Number Check
   • If the license number is NOT linked to an active Destination Facility, Canix will automatically create a new Destination Facility
   • If the license number IS already linked, Canix will associate the Customer with the existing Destination Facility
2. Auto-Fill for Transfers
   • When creating an Outgoing Transfer, the Destination Facility field will prefill with the linked Destination Facility based on the Customer
3. Data Sync
   • If the Customer has new or updated information (e.g., address, contact), this data is used to populate or update the linked Destination Facility

When You Edit a Customer

If you update any of the fields below, Canix will automatically sync the changes to the linked Destination Facility:

Example Scenario

Let's say you're creating a new Customer, "Green State Supply," with Facility License ABC12345, State CA, and Address 123 Green Rd, Los Angeles. Canix will check if a Destination Facility with License ABC12345 exists. If not, it creates it automatically, uses the Customer's name, address, and contact info to populate the new Destination Facility, and links both objects for consistent record keeping. When creating an Outgoing Transfer to "Green State Supply," the Destination Facility will be automatically selected.

Troubleshooting for Customer-to-Destination Facility Auto-Mapping

If you encounter an error, check these common scenarios before contacting support.

• A Destination Facility appeared that you didn't create. This is expected. Canix automatically creates a Destination Facility when a new Customer's license number isn't already linked to one.
• Two Destination Facilities exist for the same customer. Canix matches on Facility License Number. A manually created Destination Facility, or a Customer entered with a different license number, will not match an existing record.
• The Destination Facility field doesn't prefill on an Outgoing Transfer. The prefill comes from the Destination Facility linked to the Customer. Confirm the Customer has a Facility License Number recorded.
• A Customer edit didn't reach the Destination Facility. Only the mapped fields sync. Compare your change against the field table above.
• Destination Facility details are out of date. Update them on the Customer record rather than the Destination Facility, since Customer data is what populates and updates the link.

Track Customer Sales Orders and Manage Credits

• Important Considerations
• Step by Step Instructions
• Troubleshooting

Important Considerations for Track Customer Sales Orders and Manage Credits

These "pro-tips" and warnings help avoid common pitfalls:

• Canix automatically logs a credit to the customer's company when an invoice is overpaid. You do not need to add it manually.
• The credit amount you enter is in addition to the amount already displayed on the customer. It is not a replacement value.
• To reduce a customer's credit or remove the entire credit, enter the amount with a minus sign before it to represent adding a negative quantity. For example, if the credit on the customer is $1000 and the actual credit should be $800, enter -200 in the credit field.
• When applying credit to a Sales Order, you have the option to pull from the customer's existing credit or apply a new unassociated credit.
• An outstanding balance will exist on a customer's account when they have unpaid invoices.
• Review the customer profile before adding credit. The left section shows the total Sales Amount and any outstanding balances, so you can see the full picture rather than the credit field alone.

Step by Step Instructions for Track Customer Sales Orders and Manage Credits

Follow these steps or watch the demo video to complete each workflow.

Track a Customer's Sales Orders

1. Navigate to Transact > Sales Management > Customers
2. To view a customer profile simply select the company name you would like to view
3. Review the profile:
   • In the left section you can view the total Sales Amount for this customer as well as any outstanding balances
   • In the right section, you may scroll and view the details for each Sales Order created for the selected customer

Manage Credit on a Customer's Account

1. Navigate to Transact > Sales Management > Customers
2. Search for the customer under Company Name
3. Open their profile by clicking their Company Name
4. In the user profile under Credit, click the blue plus sign
   • Enter the Credit amount being added to the user
     • Note: this is in addition to the amount already displayed on the customer
   • To reduce a customer's credit or remove the entire credit, enter the amount with a minus sign before it to represent adding a negative quantity
     • Example: Credit on the customer = $1000. Actual credit should be $800. To reduce the credit, enter -200 in the credit field
5. Add the credit amount and click Apply

Apply Credit to a Sales Order

You have the option to pull from the customer's existing credit or apply a new credit.

1. Navigate to the Sales Order to which you would like to apply the credit
2. On the right-hand side under your line items, click Credit
3. Input the credit amount you'd like to apply to the Sales Order
   • Select whether you would like to pull the credit from the customer's existing credit, or add a new unassociated credit
4. Click Apply

Outstanding Balance

An outstanding balance will exist on a customer's account when they have unpaid invoices. The process for logging payment on an invoice can be found in Create and Manage Sales Orders.

Troubleshooting for Track Customer Sales Orders and Manage Credits

If you encounter an error, check these common scenarios before contacting support.

• The credit total is higher than you intended. The amount you enter is added to the existing credit, not substituted for it. Enter the difference as a negative to correct it. For a $1000 credit that should be $800, enter -200.
• You need to remove a customer's credit entirely. Enter the full current credit amount with a minus sign before it to represent adding a negative quantity.
• A credit appeared that nobody added. Canix automatically logs a credit to the customer's company when an invoice is overpaid.
• A customer shows an outstanding balance you didn't expect. An outstanding balance exists when they have unpaid invoices. Log the payment on the invoice. See Create and Manage Sales Orders.
• You can't find a customer's order history. Open the customer profile by selecting their Company Name from Sales > Customers > Current; every Sales Order for that customer is listed in the right section.

Maximum Allowed Outstanding Balance (Internal Sales Orders)

• Important Considerations
• Step by Step Instructions
• Troubleshooting

Important Considerations for Maximum Allowed Outstanding Balance

These "pro-tips" and warnings help avoid common pitfalls:

• Availability: This setting applies only to sales orders created within Canix: the Canix app and Internal Shop. It does not impact Marketplace buyer-initiated orders, whose behavior is unchanged.
• Field requirements: The setting is a currency input and is optional / nullable.
• Enforcement occurs when outstanding balance > maximum allowed outstanding balance. If the balance is equal to the limit, order creation is still allowed.
• An unset or empty value applies no restriction. Sales order creation behaves exactly as it does today.
• The setting can be configured at the Facility level, and an optional Customer-level value can override it. If a Customer-level value exists, it always takes precedence over the Facility-level setting.
• This is a blocking error and cannot be bypassed by the user.
• Outstanding balance calculations use Canix's existing source of truth. No calculation logic has changed, and no changes are made to existing reports.
• Only users with edit Customer permissions can modify this setting, so restrict it accordingly if you want credit limits enforced consistently.

Step by Step Instructions for Maximum Allowed Outstanding Balance

Follow these steps or watch the demo video to complete each workflow.

Configure the setting

1. Open the Maximum Allowed Outstanding Balance setting in either location:
   • Facility Management: sets the default for every customer at the facility
   • Customer settings: sets an optional value for one customer, which overrides the Facility value
2. Enter a currency value, or leave the field empty to apply no restriction
3. Save the setting

What users see when the limit is exceeded

In Sales Order Creation (Canix App), if a selected customer exceeds the allowed outstanding balance:

• The Create button is disabled
• A hovertip explains why the order cannot be created, reading: "This customer's outstanding balance exceeds the facility's maximum allowed limit. New internal sales orders cannot be created."

Internal Shop:

• The same enforcement and messaging apply
• Order submission is blocked when the limit is exceeded
• This is a blocking error and cannot be bypassed by the user

Marketplace Orders:

• No enforcement is applied
• Marketplace buyers can continue placing orders regardless of outstanding balance

Troubleshooting for Maximum Allowed Outstanding Balance

If you encounter an error, check these common scenarios before contacting support.

• The Create button is disabled on a Sales Order. The selected customer's outstanding balance exceeds the allowed limit. Hover the button for the explanation. Log payment against their unpaid invoices to bring the balance down, or adjust the limit.
• A customer is blocked despite the facility limit looking correct. A Customer-level value always takes precedence over the Facility-level setting. Check the customer's own setting.
• A customer sitting exactly at the limit can still order. This is expected. Enforcement occurs only when outstanding balance is greater than the maximum. An equal balance is still allowed.
• Marketplace orders are still coming in from a blocked customer. Marketplace buyer-initiated orders are not subject to this setting and remain allowed regardless of outstanding balance.
• No restriction is being applied at all. An unset or empty value applies no restriction. Confirm a value is set at the Facility or Customer level.
• You can't edit the setting. Only users with Facility Management or Customer permissions can modify it.

System Impacts & Dependencies

Changing data in one area often triggers updates elsewhere. Understanding these relationships is critical for data integrity.

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