Customers and KYC

Every valuation belongs to a customer. The customer record holds who they are, the KYC evidence you collected, their bank and nominee details, and the history of everything you have done for them. This guide covers how records are created, what you can capture, and what the customer sees when they sign in to your portal.

The customer book

Customers > Customer List is the full book for your shop. Each row shows the name, phone, bank, a profile-status summary, the date of the last valuation, how many valuations and EMI records exist, and the lifecycle stage.

You can search by name, phone, Aadhaar or bank name, and filter by lifecycle stage. The list pages eight rows at a time. Aadhaar numbers are masked to their last four digits (XXXX-XXXX-1234) everywhere in this table — the full number is never rendered in the list.

The Profile Status column is a completeness check rather than a verification result. It reports whether an Aadhaar number, a PAN and a nominee have been recorded at all, so you can see at a glance which files are thin before a bank asks.

Each row carries four actions:

Selecting a customer's name opens their timeline instead of a page.

Deleting a customer also deletes every valuation and EMI record attached to them. There is no undo, and a deleted valuation takes its certificate history with it. Move a customer to the Inactive stage if you only want them out of the way.

Adding a customer

There are three ways a customer record comes into existence, and they suit different moments at the counter.

The full form. Customers > New Customer captures the complete record in one pass. Only the name and phone number are required; every other field can be filled in later.

Inline from the valuation form. You do not need a customer record before you start a valuation. In the customer dropdown on the valuation form, choose Other and type a name and phone number. The customer is created as the valuation is saved, at the New stage. This is the fastest path for a walk-in.

The intake link. Send the customer a link and let them fill their own details in. See The self-entry intake link below.

A phone number can appear only once per shop, and so can an email address. Both constraints are per shop, not platform-wide — the same person can be a customer of two different shops on GOLD PRO without either one seeing the other's record. Customers with no email on file are unaffected by the email rule.

KYC and identity documents

The New Customer form is organised in three steps, mirroring the order you would work through a file at the counter.

The document fields accept images or PDFs, and the photo fields can open the device camera directly, so a phone at the counter is enough to complete a file.

Bank details and nominee details are each validated as a group. If you enter a bank name you must also enter an account number and an IFSC code, and a nominee name requires a relationship. This stops half-filled bank blocks reaching a lender.

KYC uploads are stored privately and served back through the app rather than as public links, unlike your shop logo, which is public because it is meant to be displayed. Anyone without a session cannot reach a customer's Aadhaar scan by guessing a URL.

Verifying an email address

Email verification is by one-time code. The customer enters their address, you send a code, and they read it back to you from their inbox. Codes are six digits, expire after five minutes, and allow five attempts before you need a new one.

Verification is optional on the staff form — you can save a customer with an unverified email, or with no email at all. What verification buys you is portal access: a customer can only sign in to your portal with an email address that is stored on their record.

Identity verification across GOLD PRO is by email only. Codes are never sent by SMS, and the phone number on a customer record is contact information rather than a login credential.

Lifecycle stages and the timeline

A customer record carries both a current state and a history. The stage is the state; the timeline is the history.

Stages

Every customer sits at one of seven stages. The stage is set by hand from the dropdown in the customer list or on the form — nothing moves a customer between stages automatically, including a loan being drawn or an EMI falling overdue.

Inactive is the only stage that blocks portal login. A customer at Overdue or Closed keeps their portal access.

Moving a customer to Loan Active records a loan-approved milestone on their timeline, and every stage change is recorded as its own timeline entry with the old and new values.

The timeline

Selecting a customer's name anywhere in the customer list opens their timeline: a single chronological view of everything that has happened to them. Some entries are derived live from your records and some are recorded as they happen.

The customer sees a shorter version of this in their portal. Account opening, valuations, gold receipts, loan approvals and EMI payments appear; your internal operations — WhatsApp and email dispatches, bank shares, and stage changes — do not.

The self-entry intake link

Customers > New Customer carries a share panel at the top holding a link to a form branded with your shop name and logo. The customer fills it in themselves, on their own phone, and the record lands in your book. You can hand it over by the share sheet, by copying the link, over WhatsApp, or as an on-screen QR code the customer scans at the counter. The QR code can also be downloaded as an image if you want it printed.

The intake form differs from the staff form in one important way: an email address is required and must be verified by one-time code before the form will submit. The customer receives the code, enters it, and only then can they send their details. This is what makes an unauthenticated form safe to publish.

The link is signed and carries an expiry — 14 days by default. A new link is minted each time the page is opened.

An intake link cannot be revoked once it has left your hands. Any copy keeps working until it expires, so treat it as valid for its full life and avoid posting it anywhere public.

If a submission fails because the phone number or email already belongs to one of your customers, the form returns a deliberately vague message rather than confirming the clash. That prevents a link-holder from testing phone numbers to learn who your customers are, so a customer reporting a mystery failure is usually already registered.

The customer portal

Your shop has its own customer portal at <your-slug>.goldpro.shop. Customers sign in there — never at the main /login, which is for your staff.

Login is by email one-time code. The customer enters their registered email address, the code is sent to the address stored on their record, and they read it back. The portal deliberately gives the same response whether or not an address is registered, so nobody can use it to discover who banks with you.

Once signed in, a customer can see their own valuations with the ornaments recorded against each one, their EMI schedule and next payment due, their notifications, and a timeline of their journey with your shop. They can also raise a support ticket with your staff from the portal. They cannot change any of their own records — every figure and document is read-only to them.

A session lasts a week. Signing in from a second browser signs the first one out, because each customer holds one web session at a time. A phone app counts separately, so a customer can stay signed in on both their app and one browser.

Related

• Running a valuation — what happens after the customer is identified
• EMI tracking — the schedule a loan valuation produces
• Personalization — the logo and branding on the intake form and portal
• Customers API — creating and reading customers programmatically