---
title: Customers and deals
description: Using the customer list and customer page, handling inquiries that come in through LINE, and adding purchase requests.
sidebar:
  order: 2
---

All buying work starts from a customer's page. Each customer can have several deals, and each deal goes from appraisal to payout.

## Find a customer

Click **Customers** in the sidebar to open the customer with the most recent activity. On wide screens, the customer list sits on the left. Switch it between **All**, **Needs action** and **Waiting**, and search by name or LINE name.

To see every customer in a table, open the customer list page from the top of the list. There you can filter by deal activity, status, and individual or business, and sort by date added or total quoted and purchased. Customers whose last deal was 90 or more days ago are marked **Dormant**.

### Add a customer

On the customer list page, click **Add customer** and enter the customer's name. You can also pick a LINE friend to link at the same time. Adding a customer doesn't create a deal.

## The customer page

The customer page has these tabs. Tabs with work to do show a count.

| Tab                                       | What's on it                                                                 |
| ----------------------------------------- | ---------------------------------------------------------------------------- |
| LINE chat                                 | Your LINE conversation with the customer and the photos they sent            |
| Appraisal requests                        | The cards the customer asked you to appraise                                 |
| Quotes, Shipping, Final appraisal, Payout | Work for each stage of the deal                                              |
| Customer details                          | Name and address, identity verification records, bank accounts and LINE link |

### Change a customer's status

Use **Change status** at the top to set the customer to Active, Flagged or Archived. A reason is required and is saved in the audit log. For a flagged customer, the reason is shown to anyone who opens their page.

## Inquiries from LINE

If your shop is connected to Liny or L Step, LINE friends and chats are imported about every 5 minutes. For setup, see [LINE and notifications](/en/guides/settings/line-and-notifications).

LINE friends who aren't customers yet are listed under **Unregistered LINE friends**. Open it from the LINE count on the customer list page, or from **More filters** in the customer list.

1. **Read the friend's chat**

    Choose a friend in **Unregistered LINE friends** and check their chat and
    photos.

2. **Add them as a customer**

    Click **Add as customer** to create a new customer or link them to an
    existing one. For friends who aren't selling, click **Dismiss** to take them
    off the list.

Send LINE replies from Liny or the LINE admin screen. Use **Draft LINE message** in Toreca Cloud to write a message and copy it.

### Read cards from a chat

On the **LINE chat** tab, you can read cards from the photos and messages a customer sent.

1. **Start reading**

    Click **Extract request**, and choose **Extract from entire chat** or pick
    the messages to read from.

2. **Check what was read**

    When reading finishes, click **Review**. For each item, check the card
    candidates and quantity, then click **Confirm and continue**. Remove items
    that don't belong with **Exclude**.

3. **Add them to the appraisal request**

    Click **Add to appraisal request** to put the cards on the **Appraisal
    requests** tab.

Reading doesn't set any prices. Prices are decided in the appraisal.

### Intake review

Liny form responses and similar items that couldn't be matched to a customer or deal automatically go to **Intake review**. Open it from an **Intake check** in To do, then use **Link to customer** or **Link to deal** to attach each one to the right place. Clear items that need no action with **Mark as resolved**.

## Add a purchase request

For purchases taken outside LINE, such as cards brought to the counter, add a purchase request. The **Purchase requests** page, which lists every deal, opens from the counts under **Stalled work** on the Dashboard.

1. **Start a request**

    On **Purchase requests**, click **Add purchase request**.

2. **Choose the intake channel and customer**

    Set **Intake channel** to **In store** or **Not in store**. For a **New
    customer**, enter their name; for an **Existing customer**, search and
    select them.

3. **Add the cards**

    This creates an empty deal and opens it. Add the cards you're taking in on
    the deal page.

For a new appraisal from an existing customer, you can also click **Add card manually** on the customer's **Appraisal requests** tab. Or create an appraisal request form link from **Request form** and send it to the customer.