Customer Language Guide¶
Last reviewed: 2026-04-01
This guide helps agents translate common customer phrases into Finora terminology and identify what the customer is actually asking for.
What They Say → What They Mean¶
| Customer Says | They Mean | Where in Finora |
|---|---|---|
| "I want to do my taxes" | File tax returns | Tax Management → Filing Services or individual return pages |
| "My annual returns" | Could mean CAC annual returns OR NRS annual tax returns — clarify | Tax Management → Annual Returns or Filing Services |
| "I need a receipt" | Could mean: (a) create a sales receipt, OR (b) payment confirmation | Transactions → Receipts |
| "I need an invoice" | Create a sales invoice | Transactions → Invoices |
| "I want to pay my staff" | Run payroll | Tax Management → PAYE Returns → Payroll Runs |
| "How much tax do I owe?" | Tax liability summary | Tax Management → Tax Reports |
| "My books" / "My accounts" | Financial records / Chart of Accounts | Chart of Accounts or Financial Reports |
| "Profit and loss" / "P&L" | Income statement | Financial Reports → Reports |
| "I need an audit" | Could mean: (a) audit certification for CAC, OR (b) internal audit | Filing Services → Audit Certification |
| "VAT" | Value Added Tax — could be filing, payment, or exemption question | Tax Management → VAT Returns |
| "Withholding tax" | WHT — could be certificates, returns, or credits | Tax Management → WHT Certificates or WHT Returns |
| "PAYE" / "payroll tax" | Employee income tax | Tax Management → PAYE Returns |
| "TIN" / "tax number" | Tax Identification Number | Business Settings (for business TIN) or Customer/Supplier records |
| "I want to connect my bank" | Bank account syncing | Bank Accounts → Upload Statement (Mono coming soon) |
| "Export" / "Download" | Export data as PDF/Excel/CSV | Various — most pages have Export buttons |
| "FIRS" | They mean NRS (renamed from FIRS in 2026) | Gently note: "NRS, formerly FIRS" |
Tone Guidelines¶
- Be patient with tax terminology — many small business owners are encountering tax compliance for the first time
- Use the customer's language first, then introduce the correct Finora/regulatory term
- Never assume the customer knows the difference between NRS and SIRS, or CIT and PAYE
- Explain "why" not just "how" — "You need to file PAYE because as an employer, you're required to remit employee income tax to the state"
- Avoid jargon like "GL posting," "journal entries," or "COA" unless the customer is an accountant
- Use Naira amounts when explaining impact — "This means you owe ₦70,268 in PAYE for March" is more meaningful than "your PAYE liability is outstanding"