… is on hold (…). Credit needs a manager's approval.

Kila shows:

Not completed yet

Chebet Karanja is on hold (Two months late on KES 12,000; no answer to calls). Credit needs a manager’s approval. Cash and M-Pesa still work. Fix it and tap Complete sale again.

What it means

Someone who follows up overdue accounts put this customer‘s account on hold, with a reason. Your business allows credit to a customer on hold only when a manager approves it, one sale at a time, so Kila does not put this sale on their account. You meet this message when the hold went on while the sale was open. Otherwise the till tells you as soon as you add the customer:

Kila shows:

Chebet Karanja is on hold

Credit needs a manager’s approval. Cash and M-Pesa still work.

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What to do

1. Tell the customer their account is on hold. Cash and M-Pesa work as usual.
2. If they want it on account, tap On account, which says On hold: a manager approves, then Take on account. The payment says the customer is on hold, with the reason, such as “KES 100.00 on account needs a manager’s approval. Cash and M-Pesa still work.”
3. Tap Ask a manager. Kila says Sent to a manager: “They approve it under Approvals. This till updates on its own.” The payment says Waiting for a manager….
4. When a manager approves it, the till says, for example, “Tess Mwende approved credit for Chebet Karanja. Complete the sale.”, and the payment says Approved by and their name. Tap Complete sale.

If the manager says no, take another payment.

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Needs a manager

Someone who reviews shifts or approves credit decides it in Approvals, within their credit approval limit. The request says Credit to a customer on hold, such as “KES 100.00 on account for Chebet Karanja, who is on hold (Two months late on KES 12,000; no answer to calls).” One approval covers one sale, up to the amount asked for. See Approve or reject a request.

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If it keeps happening

The hold stays until the account is paid or a plan is agreed, and someone lifts it under Credit › Collections. The owner chooses, in the collections settings, whether the till refuses credit to a customer on hold or allows it with a manager’s approval.

Related

• … is on hold: when your business refuses credit on hold altogether.
• Sell on credit: selling on account, step by step.
• Follow up an overdue account: holds, promises and reminders.
• Above your approval limit.: when the amount is more than the manager may approve.