Customers: Profiles, History, Import and Export

Overview

Customers → Customers is the list of everyone who has bought from you or been added by you: their contact details, where they came from, how many orders they have paid for and what they have spent. Open a customer for their full history, notes, tags and messages.

Customers are part of every plan.

Who can do what:

• See customers and export them: the owner, admins, managers, staff, viewers and sales managers.
• Add and edit customers, write notes and send messages: the owner, admins, managers, staff and sales managers.
• Import a file and merge customers: the owner, admins, managers and sales managers.
• Erase a customer's personal data: the owner.

The list

• Search by name, email address or phone number.
• Filter by source with the buttons above the list: Online, In-store, Import, Referral or Manual, each with its count.
• Each row shows the customer, their group (see below) and up to three tags, the Source, the number of Orders and the Total spent.
• The list shows 50 customers a page.

The cards above the list count the customers that match your search and filters, their Paid revenue, the Avg spend per customer and their Paid orders. Only paid orders count. Revenue in your store's currency leads; revenue in other currencies is listed separately and never added in.

Customer groups (RFM)

Click Refresh on Customer segments (RFM) to group your customers by Recency, Frequency and Money, from all their paid orders. Each customer gets a score from 1 to 5 for each:

The scores give each customer one group:

• Champions — recency, frequency and money all 4 or 5.
• Loyal — recency 3 or more and frequency 4 or more.
• At Risk — frequent buyers (frequency 4 or more) whose recency has dropped to 1 or 2.
• Lost — anyone else whose last order was more than 120 days ago.
• New — one order, within the last 7 days.
• Potential — everyone else.

Click a group under the chart to show only its customers. For saved groups you can send campaigns and text broadcasts to, use Customers → Segments (see Segments and flows).

Add a customer

Click Add customer, enter a Full name, Email or Phone (a name or an email is needed), and choose the Source. Tick This customer agreed to receive marketing email from this store. only when they did.

Customers also arrive by themselves, from checkout on your storefront and from the till.

Import customers from a file

1. Click Import, then Download template for a file with the right columns: name, email, phone, source and loyalty_points. You may add a marketing_consent column.
2. Drop your CSV file in, check the rows, and click Import followed by the number of customers. Up to 5,000 rows a file.

What happens to each row:

• A row needs at least a name, an email address or a phone number.
• A row whose email address is already a customer updates that customer: the name and phone are replaced with the file's where the file has them, and the file's loyalty points are added to what they already have.
• A row without an email address always creates a new customer.
• source is online, pos, import, referral or manual; anything else is recorded as import.
• marketing_consent set to yes (also true, y, 1, opted_in or subscribed) records that the customer agreed to marketing email. Before such a file can be imported you must tick the statement that every customer marked yes agreed, and that you can show how and when; your confirmation is kept in the audit log. A blank or "no" never withdraws an agreement.

After the import you see how many customers were imported, updated and skipped, with the reasons for up to 20 skipped rows.

Export

• Export downloads a CSV of the customers that match your search and source filter, newest first, up to 10,000. If more match, you are told the file is partial; narrow the search to export the rest.
• To export particular customers, tick them in the list and click Export in the bar that appears. The same bar can Add tag or Remove tag for everyone ticked.

The Export file has each customer's name, email, phone, source, loyalty points, orders, total spent and currency, spend in other currencies, and the date they joined.

A customer's page

Click a customer to open their page.

• Timeline — their orders, reviews and notes, the visits to your store recorded for them, and the campaign emails they opened and the links they clicked, newest first.
• Profile — Contact information (name, email, phone and birthday as MM-DD), Tags & custom fields, and Shopping preferences they shared through your storefront quiz. Click Save changes after editing.
• Notes — staff notes. Only your team sees them.
• Lifetime value — what they have spent, their number of orders and the date of their last order.
• Segment — their recency, frequency and money scores, loyalty points and birthday.

Send a message

Under Send a message, choose how to reach them:

• Email — from your store's own email address (set one up under Settings → Email first). Needs an email address on file.
• Text — needs a phone number. If text messaging is not switched on for your store yet, the message waits and is sent once it is.
• WhatsApp — needs a connected WhatsApp number (Settings → WhatsApp) and a phone number on file. WhatsApp carries replies and order updates only, never offers.
• Push — a browser notification, when the customer turned on notifications on your store while signed in to their account. (A shopper who turned them on from an order confirmation also gets the shipping notification for that order; see Push notifications.)

A message about an order, a question or their account is sent as it is. If it promotes a sale, a product or an offer, tick This promotes a sale, product or offer. It is then sent only if they agreed to marketing, with your unsubscribe link and your store details. Every message sent is added to their timeline as a note.

From the list, the message icon on a row sends an email or saves an internal note.

When phone calling is set up for your store, the page also has Automated calls, where you record a customer's agreement to automated follow-up calls and schedule one. See Phone calls and SMS.

Merge two customers

When one person has two customer records, click the merge icon on the record you want to keep, search for the other one, select it, and click Merge → keep (the button names the customer you keep).

• Everything that belongs to the person moves to the customer you keep: orders, reviews, notes, saved addresses, gift cards and store credit, subscriptions, returns, appointments, offers, referral codes and the rest of their history.
• Their recorded marketing-consent history moves too, unchanged, so you can still show when and how each agreement was given or withdrawn.
• Saved body measurements move when the customer you keep has none. When both have them, the more recently updated set is kept.
• Loyalty points are added together and tags are combined. A name, phone number or birthday the kept customer lacks is copied over.
• The customer you keep keeps their own email address and their own marketing, SMS and call agreements. The other record's agreements are not carried over, because they were given for the other email address.
• The other customer is then deleted, and anyone signed in to your store as that customer is signed out.

It all happens at once: if anything fails, nothing changes and both customers stay as they were.

A merge cannot be undone. Merge into the record whose email address and marketing agreement you want to keep.

Erase a customer

On a customer's page, the owner can click Erase (GDPR), type ERASE and confirm. Their personal data is erased for good. See Privacy and Quebec Law 25.

Churn risk

On the Growth plan and above, Churn risk at the bottom of the list scores customers who may not come back: click Run analysis, and Mark actioned once you have followed up.

Each row shows the customer's name (or their email address when there is no name), with a link to their page, a risk score out of 100 (red from 70, amber from 40) and the main reason, such as "No order in 4+ months". The list holds the 50 highest-risk customers scoring 30 or more. Insights → Retention shows the same scores with lifetime value and win-back actions.

Common questions

Does a customer with an email address get my campaigns? Only if they agreed to marketing email. Having an address on file is not agreement.

Why did a customer's loyalty points go up after an import? Points in the file are added to the points they already had.

Can I import customers without email addresses? Yes, with a name or phone number. Import the same file twice and those rows are added twice, because there is no email address to match them by.