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View a customer's profile and history

Open a customer to see lifetime spend, visits, spend trend, favourites, payment split, marketing consent, orders, bookings and gift cards.

A customer's detail page is their full picture in one place — how much they've spent, how often they come, what they buy, how they pay, whether you're allowed to market to them, and any bookings, gift cards, notes and custom fields on file.

CRM must be switched on for your account. Without it, the customer list is read-only and rows don't open into a detail page — see Set up CRM for your account.

Opening a customer

On Customers, click a customer's name (or anywhere on their row) to open their detail page.

What's on the page

The header

Their name, a segment badge (New / Returning / Regular / VIP — see below), a Loyalty badge if they've joined one of your loyalty schemes (see below), an Archived badge if they're archived, their email and phone, and any tags. Tags show in the colour you gave them on Customer tags. A tag someone typed in by hand before you set that list up still shows here, in plain grey, exactly as it was typed.

On the right are the Edit and Archive (or Restore) buttons.

Headline figures

Four numbers across the top:

  • Lifetime spend — everything they've spent with you.
  • Visits — how many orders they've placed.
  • Avg order — lifetime spend divided by visits.
  • Last seen — the date of their most recent order, with a plain-English cadence underneath ("3 weeks ago").

Marketing consent

Whether you're allowed to market to this customer, channel by channel. Each channel they've answered on shows one of three things:

  • Yes — they opted in and confirmed it. You can send on that channel.
  • Not yet — they opted in but haven't confirmed it. You can't send yet. Some booking pages ask the guest to click a link in a confirmation email before the opt-in counts. Until they click it, we hold the permission back, and anything you send would break their consent.
  • No — they haven't opted in, or they've opted out since. Don't send on that channel.

If nothing is listed at all, nothing has been recorded for this customer, which means you have no marketing consent for them.

Note

This is where things stand now, not a history. Each channel keeps only the latest answer, so if someone opts in and later unsubscribes, you see the unsubscribe. The full record of every answer they've ever given, and the exact wording they were shown at the time, is kept separately for your legal record.

Only channels the customer has actually answered on are listed. A customer who has only ever been asked about email shows email and nothing else — that's not a gap, it's simply everything on file.

"Last answered" is the date of their most recent answer on that channel.

Spend over time

A 12-month chart of what they've spent, month by month, with a "Customer for…" tenure label (how long they've been on your books). The scale down the left is in pounds, so you can read roughly what a month was worth straight off the chart; hover a column for the exact figure and how many orders made it up. A month with no spend shows no column. On a phone the chart labels every third month, ending on the current one, so the months stay readable.

Favourite items

Their top 5 items by quantity bought, with a bar showing each relative to the top one.

Payment split

How they tend to pay — Card vs Cash, shown as a percentage split with the value and order count for each.

Notes and custom fields

Your free-text Notes appear if you've added any. Custom fields show below — only fields that have a value for this customer are listed (an empty field is hidden, not shown blank).

Recent orders

Their most recent orders, newest first, each with the order number, date, tender type and amount.

Bookings and gift cards

Any bookings and gift cards that match this customer's email — bookings show date, time, party size and state; gift cards show the code, status and value.

Note

Bookings and gift cards are matched on email, so they only appear when the customer has an email on file. If these sections say "Add an email to match…", open Edit and add their email — past bookings and gift cards with that email then link automatically.

Loyalty members

If this customer is on one of your loyalty schemes, this page is their member page. There is no separate loyalty record to open and nothing to click through to — everything about their membership is here, below their spend.

Next to their name sits a Loyalty badge with their membership number and their current points balance. The balance is live: it is the same number the customer sees on their own member card, so you can answer "how many points do I have?" without leaving their profile.

Note

The badge is a label, not a link. It used to open a separate loyalty page; that page is now this one, so there is nowhere for it to take you.

The loyalty panel

Underneath the spend chart:

  • Their points balance and their tier.
  • How far they are from the next level — "£1,240 of £2,000 towards Platinum", with a bar. It is counted in whatever that scheme counts (money spent, points earned or visits) over the window you chose on Setup, and the line underneath says which.
  • Which scheme this is, their member code and the date they joined.
  • Rewards taken — how many rewards they have actually been given.
  • Their scheme terms: Terms: v2 · agreed and the date, or Terms: v1 · not yet accepted for someone who joined before you had terms.

A member who has just joined shows Not worked out yet instead of a tier. That is not the same as having no tier: it means we have not placed them on the ladder yet, which happens the next time they collect points. We would rather say so than put them on a level you would then have to explain.

If you run more than one scheme

Someone can belong to several of your loyalty schemes at once — one per society, club or membership you run. Every figure on this panel is about one of them.

When they belong to more than one, a line at the top of the panel says so: "Member of 3 loyalty schemes. Everything here is their Chess Club membership. They are also in Rowing and Film Society." The scheme on show is your default scheme where they are in it, which is the same one named beside them on the customer list, so the two never disagree.

Their points balance, tier, level progress, member code and history are all that one scheme's. To work with another of their memberships, open it from Loyalty.

Note

If we cannot read their schemes for any reason, the panel says so. It will never quietly show you one membership as though it were their only one.

Note

Earned all time and Claimed all time appear only for members whose history is short enough for us to add it up exactly on this page. For a long-standing member we say so rather than show you a total that only counts their recent activity.

Everything, newest first

Below the panel, their whole history in one list: points collected and claimed, rewards taken, prizes won, tables booked and gift cards bought. Points that were boosted by their tier say so on the line. Switch it to Points only if that is all you want.

Note

Reaching a new level is not in that list. We record what a member's tier is, not the day it changed, so we would only be guessing at the date. Recording it properly is on our list.

You can add or remove points by hand from here: in the Loyalty box, press Add or take away points, say how many and why. The steps are in Loyalty.

Note

All of this appears only if your account has the Loyalty add-on and this customer has actually joined the scheme. Loyalty is a separate add-on from CRM — if you don't have it, no badge and no panel appear anywhere and nothing changes about this page. See Loyalty.

Segments

The badge is worked out from how many orders they've placed:

  • New — 0–1 orders
  • Returning — 2–4 orders
  • Regular — 5–9 orders
  • VIP — 10 or more

Edit, archive and restore

If a panel says it couldn't load

Sometimes a panel shows a red "We couldn't load…" message instead of its usual contents. That is different from a panel telling you there's nothing to show, and the wording is deliberate:

  • "No orders linked to this customer yet" (grey) means we read their history and it really is empty.
  • "We couldn't load this customer's recent orders" (red) means we could not read it at all. It does not mean they have no orders.

When that happens you'll also see a note under the headline figures. Lifetime spend, visits and last seen come from the customer's saved profile, so they stay correct even when the panels below can't be read.

Reload the page after a moment — it's almost always temporary. If it keeps happening, contact support and quote the reference code shown on screen.

What's next