Properties and Billing Addresses

Plenty of home-service work isn't billed to the person at the door. A property manager pays for eight rentals. An HOA pays for common areas. A commercial client wants invoices at a corporate office two states away. Rotor handles the simple version of this natively, and the more complex version with a deliberate workaround.

Property address vs. billing address

Every customer record can carry two addresses:

• Property address — where the work happens. This is what places the customer on the map, what your techs navigate to, and what your route planning uses.

• Billing address — where the invoice goes. Set it to something completely different when the payer isn't at the property.

Set both when you click Add Customer, or edit them later on the customer record. There's also a Company Name field, which is the one to use for commercial and B2B accounts — it keeps "Ridgeview Property Management" attached to a record whose contact is a specific person.

Note: Leads carry a single address. The billing address field appears on the customer form, which has more fields than the lead form. If billing details matter during the sale, capture them in lead notes and fill them in properly at conversion.

Field-by-field detail on the customer record is in Customers.

Why the distinction matters downstream

• Map and routing. The property address is the pin. A customer whose billing address is a downtown office still shows up on the correct residential street for the crew.

• Agreements. Customer information is pulled into the agreement automatically at generation, so a wrong address at signup follows you into a signed document.

• Invoices and tax. Sales tax rates are configured in Settings → Business Settings and applied to invoices. If you operate across jurisdictions, confirm which address the applicable rate should follow before you set defaults.

Rotor does not yet automatically select a tax rate based on the property address or billing address

Multiple properties under one payer

This is the case Rotor doesn't clearly support today. A customer record is built around a single property address, and service plans, jobs, and invoices hang off that record.

The reliable approach is one customer record per property, tied together so they're easy to find and report on as a group.

The workaround, step by step

1. Create a separate customer record for each property, using that property's street address as the property address.

2. Put the same Company Name on each record — for example Ridgeview Property Management.

3. Set the same billing address on each record so invoices route to the payer.

4. Add a shared tag identifying the group, e.g. Ridgeview PM. Create it first under Settings → Customization so you can filter by it afterward.

5. Assign all of the records to the same team member so one person owns the relationship.

6. Name the records so the property is obvious in a list — including a unit or street number in the record name saves your office staff a lot of guessing.

With the tag in place you can filter the Customers page to that one account, select all of them, and act in bulk — export the list, add them all to a campaign, or add them all to a pipeline for a renewal push. Tagging strategy is covered in Tags, Segments, and Customer Lists.

The trade-offs to know about

• Invoices are per record. A twelve-property manager receives twelve invoices, not one consolidated bill.

• Payment methods are per record. A card on file is saved to the customer it was added to, so the payer needs to be set up on each record. Send the Client Portal Link from each record's Payments tab, or add the card manually.

• Lifetime value is per record. LTV totals paid jobs for one customer. To see what the whole account is worth, filter by the shared tag and export.

• Agreements are per record. If the payer wants one document covering all properties, you'll need to handle that outside the per-plan agreement flow — talk to support about how other multi-property accounts are set up.

Which setup to use

Getting existing accounts set up cleanly

If you're bringing a property manager over from another system, do it through the import rather than by hand. Give each property its own row with its own street address, put the shared company name and tag in their columns, and confirm the address fields map correctly during the mapping step so every property geocodes to the right spot on the map. Create the tag in Customization before importing, or you won't be able to filter by it afterward. See Importing Data.

Tips

• Use the property address for where the work happens and the billing address for where the invoice goes.

• Fill in Company Name for commercial and B2B accounts.

• For multi-property payers, create one record per property with the same Company Name, billing address, and a shared tag.

• Create tags in Settings → Customization before you apply them or import, so you can filter by them.

• Capture billing details in lead notes during the sale, then fill them in at conversion.

Congratulations! You can now set up separate property and billing addresses and keep multi-property accounts organized in Rotor.

Have additional questions? Our team is ready to help you succeed. Contact us through the chat or drop us an email at support@getrotor.com.

Related articles

• Customers — field-by-field detail on the customer record

• Importing Data — bring multi-property accounts over in bulk

• Customization — create the tags used to group properties

• Campaigns — reach a whole tagged account at once