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Archiving, removing and deleting

Retire a customer while keeping their history, split one person off an account, or delete a record for good.

You want to… Use Reversible?
Stop seeing a customer who has left, and keep their history Archive Yes — Unarchive
Take one person off a shared account Remove from account No
Get rid of one address Delete location No
Destroy a record and everything behind it Delete permanently No

Archive a customer

Archiving hides a customer from the active client list and from the booking and recurring-schedule pickers. Everything is kept — visits, invoices, pets and messages.

To archive a customer:

  1. Open the customer and choose Archive.
  2. Confirm with Archive.

The customer's file shows an Archived badge, and they drop out of the client list.

Their addresses leave the pickers too. A location whose lead client is archived is no longer offered for booking or for a new recurring schedule. An address nobody can book is usually this. Before archiving, move Lead client on the location to someone still active — see Accounts and service locations.

Their schedules keep running. Archiving does not pause or cancel the customer's recurring schedules, and visits already booked stay on the board. Pause or cancel their schedules first — see Pausing and ending a schedule.

Their phone number stays taken. An archived customer still holds their phone number, so a new customer cannot be created with it.

To bring a customer back:

  1. Tick Show inactive under the client search box.
  2. Open the customer and choose Unarchive.
  3. Confirm with Unarchive.

Remove a client from an account

Removing a client from an account keeps their own record — name, phone, email and message history — and takes them off the account. Pets, visits and invoices stay with the account. A removed client cannot be added to another account.

The remove button appears only on accounts with more than one client.

Before removing someone, hand over their roles. If they are the account's Billing contact, or the Lead client on a location, give those roles to another client on the account first.

To remove a client from an account:

  1. Open the account view — see Accounts and service locations.
  2. If the person is marked Billing contact, choose someone else in Billing contact and choose Save account.
  3. For each location that shows them as Lead, choose Edit, pick another Lead client, and choose Save.
  4. Choose the remove button (a person with a minus sign) beside them.
  5. Confirm with Remove from account.

Delete a location

Deleting a location permanently removes it along with its pets, its visits and its recurring schedules. The rest of the account is untouched.

To delete a location:

  1. Open the account view and choose the delete button (a bin) beside the location — or open the location with Edit and choose Delete location.
  2. Read the counts of pets, visits and recurring schedules that will be removed.
  3. Confirm with Delete location.

If you see "Could not delete location." Nothing was removed. A location whose work is on a rollup invoice cannot be deleted; leave it in place.

Delete a customer permanently

Deleting a customer destroys the entire account behind them: every client on the account, every service location, and all their pets, visits, recurring schedules, invoices and message history. There is no undo.

To delete a customer permanently:

  1. Open the customer and choose Delete permanently.
  2. Read the counts of clients, service locations, pets, visits, recurring schedules and invoices that will be destroyed. The list also names conversations and message history, without a count.
  3. Type the customer's name into the box exactly as shown, then click or tab out of the box. Delete becomes available once the name matches.
  4. Choose Delete.

If the counts are larger than you expected. Choose Cancel and use Archive instead. The counts cover the whole account, not just the one person you opened.

You can also start the same deletion from the account view: the bin beside a client, or Delete account, which asks you to type the billing contact's name. An account with no billing contact must be deleted from a client's bin instead.