# Adding and managing customers in Irsaal water delivery software > Add new and existing customers with their route, price and opening balances, take payments and deposits, pin their door and close an account. - Product: Irsaal Water Delivery Software, by Irsaal Software - Section: Setting up - Page: https://irsaalsystems.com/help/water-customers - Last updated: 2026-09-23 Customers in Irsaal Water Delivery Software are added under **Operations → Customers** with **Add Customer**. You enter a name, type, route and address, and for somebody you already serve, their **Opening Balances**: the money they owe, the deposit you hold and the bottles at their place. Each customer then has a card that shows their bottles, deposit, balance and deliveries. Its buttons take payments and deposits, move bottles, pin the door on the map and close the account when they leave. ## How do I add a new customer? 1. Open **Customers** and press **Add Customer**. The **New customer** tab opens. 2. Fill in: - **Name** (required), **Phone**, and **Type**: **Residential** or **Commercial** (required). - **Route**. This is what puts the customer on a rider's screen in the morning. - **Address**. Put in a landmark ("opposite the mosque") to save the rider a phone call. - **Assigned Rider**. Leave it on **— Use route's rider —** unless someone else should serve this customer. - **Bottle Holding Limit** (required). The most bottles this customer may hold. - **Rate card**, or their own **Refill per bottle** and **Security per bottle**. Leave these blank to charge the company rate. A price typed here overrides the rate card, and the rider's app quotes it at the door. - **Notes**, and **Active customer** (leave ticked). 3. Press **Create Customer** (**Add Existing Customer** on the Existing customer tab). The customer's card opens. To change the details later, press **Edit** on the card and then **Save Changes**. A brand-new customer with nothing outstanding needs none of the **Opening Balances**. Leave them at zero. ## How do I add a customer I already serve, with their old balance? Use the **Existing customer** tab on **Add Customer** ("Carrying somebody over from your old register"), or **Import Existing** on the Customers list to bring many in from a sheet. Fill in the same details as above, plus the **Opening Balances**: - **Opening balance owed**. What they owed you on the day you started using the software. It opens their ledger and is cleared by their first payment. - **Security deposit already paid**. The deposit you already hold against their bottles, refundable when they leave. The form shows how many bottles it covers at their rate. - **Bottles already held**. How many of your 19 Ltr bottles they have today. These are added to the **With Customers** count on **19 Ltr Bottles** by themselves, so do not add them there by hand as well. Each figure opens a real record (a ledger line, a security deposit, a bottle movement), so a report on day one already explains where every number came from. For many customers at once, see [Import customers from Excel into Irsaal water delivery software](https://irsaalsystems.com/help/water-import-data). ## What is on a customer's card? Opening a customer shows: - **Bottle Account**: the bottles **At their place**, **On deposit**, **Their own** and **Lent free**. - **Account Status**: their outstanding balance, and whether they are active or terminated. - **Their Price**: the **Refill / bottle** and **Security / bottle** that apply to them, and which rate card they are on. - **Subscription**: their standing schedule, if they have one. Subscriptions are managed under **Orders → Subscriptions**. - **Delivery Location**: the pinned door and its photo. - **Security Ledger**: every deposit, refund and damage charge. - **Account Ledger (Receivables)**: every invoice and payment, with a running balance. - **Recent Deliveries**. ## What can I do from a customer's card? | Button | What it does | | --- | --- | | **Add Payment** | Receive money against their balance: **Amount**, **Method** (**Cash** or **Online**), **Date** and **Reference**, then **Record Payment**. | | **Deposit** | Take a security deposit (**Add Security Deposit**). | | **Refund** | Pay a deposit back (**Refund Security**). | | **Assign** | Change which rider serves them. | | **Take bottles in** | Record bottles the customer supplied themselves (with **Customer Personal Bottles** on). | | **Hand theirs back** | Return a customer's own bottles, usually when they stop taking water. | | **Swap for ours** | Exchange their bottles for yours one for one (with **Swap Their Bottles For Yours** on). | | **Give without deposit** | Lend bottles on trust with no deposit. Tick **They already have these bottles — I am only recording it** for an opening figure. | | **Collect back** | Record lent bottles coming back, or write off the ones that never will. | | **Correct count** | Fix a wrong count of their own bottles, with a reason. | | **Points & Redeem** | Their loyalty points, if you run a loyalty programme. | | **Terminate this customer** | Close the account (below). | | **Edit** / **Delete** | Change their details, or delete a customer added by mistake. | ## How do I pin a customer's door on the map? Press **Add location & photo** (or **Update location & photo**) under **Delivery Location**. **Use this device's location** (while standing at the door) fills in **Latitude** and **Longitude**. You can add a **Landmark note** such as "Green gate, second lane after the mosque" and a **Photo of the door / shop front**, then press **Save location**. Riders can also pin the door from the app while standing at it. A pinned door matters. Under the default **Strict** delivery check, a delivery to this customer can only be marked by a rider standing within the set distance of the pin. See [Irsaal water delivery software: common problems and fixes](https://irsaalsystems.com/help/water-troubleshooting). ## A customer is leaving. How do I close their account? 1. On their card, press **Terminate this customer**. 2. Choose **Why are they leaving** (required). The monthly Customer Terminations report groups by this. Add the **Date they stopped** and any **Notes**, then press **Terminate the account**. 3. Press **Settle it** to close what is still open: - **Bottles collected back** - **Their own bottles handed back** - **Deposit refunded** - **Balance collected**, and how it was **Paid by** - **Advance refunded**, and how it was **Refunded by**, when they had paid in advance You can also tick **Write off whatever is left** of the balance, or **Write off any bottles that never came back**. Then press **Record the settlement**. An account is only settled when nothing is left either way: an advance still with you is their money, and keeps the termination open until it is refunded (with **Advance refunded** here, or **Refund Advance** on their card). A written-off debt is not deleted. It is posted as a credit that says it was forgiven, with your name on it. If the customer returns, **They came back** reopens the account, and the termination stays on record. ## Frequently asked questions ### How do I add a customer in Irsaal water delivery software? Open **Customers → Add Customer**. Enter the name, type (Residential or Commercial), route, address and bottle holding limit, then save. For a customer you already serve, use the **Existing customer** tab to enter their old balance, the deposit you hold and the bottles they have. ### How do I receive a payment from a customer? Open the customer and press **Add Payment**. Enter the amount, method, date and reference, then press **Record Payment**. The balance on their card drops straight away. ### Why is a customer not showing in the rider's app? The customer has no **Route**, or the route has no **Assigned Rider**, or the customer is inactive. Check the customer's form and the route on **Areas & Routes**. ### Can I give one customer a special price? Yes. Edit the customer and choose a **Rate card**, or type their own **Refill per bottle**. ### How do I find a customer quickly? On **Customers**, type in **Search** (name, phone or address), or filter by **Type**, **Status**, **Route** or **Rider**, and press **Filter**. ### Can I delete a customer? Only one who was added by mistake. A customer who still holds their own bottles cannot be deleted. For someone who has stopped buying, use **Terminate this customer**, which keeps their history. ## Khulasa (Roman Urdu) Customer "Customers → Add Customer" se banta hai: naam, type (Residential/Commercial), route, address aur "Bottle Holding Limit". Purana customer ho to "Existing customer" tab mein uska purana baqaya, jama security aur uske paas mojood bottles bhi likhein. Customer ke card se "Add Payment" (payment lena), "Deposit"/"Refund" (security), bottles ke kaam, aur map par darwaza pin karna hota hai. Customer chhor de to "Terminate this customer" dabayen, phir "Settle it" se bottles, security aur baqaya ka hisaab band karein. --- Source: https://irsaalsystems.com/help/water-customers — Irsaal Help Center (https://irsaalsystems.com/help).