Read a customer record
What a customer's record shows on its Overview, Value, Orders and Behaviour tabs, why they have their tier, and why some orders are marked excluded.
3 min readUpdated 7 October 2026
Every customer opens a record from the customer list, an order record or a top customers table. It brings together their orders, value, tier and behaviour in one place.
Before you start
- You need a role that can view commerce, and a plan that includes customer records (Growth or higher). Agency staff and brands covered by their agency's plan are never locked.
- Agency staff need two-factor sign-in turned on to open customer records.
Step by step: open a customer
- Open the brand and choose Customers, then Customer list.
- Search with Search name or email…, or filter the list.
- Choose the customer's row. Use the arrows on the record to step to the previous or next customer in your list.
- Choose a tab: Overview, Value, Orders or Behaviour.
What you will see
The header shows the customer's name, email and tier badge. Tiles show Lifetime revenue, Profit, Margin, Orders, Average order value, Returns, Discounts and Since last order, each with its change on a year ago (or "Customer since" for someone who started within the year).
Overview
- Recent orders: their latest orders, each opening its record.
- Lifecycle: new or returning, first order, last order, tenure, usual gap between orders and their Cohort profit rank among the brand's customers.
- Why this tier: the reasons behind the tier, measured over the last 365 days.
| Tier | Meaning |
|---|---|
| VIP | Top profit contribution, a repeat buyer with a healthy margin |
| Loyal | Repeat buyer with above-average profit and acceptable margin |
| Growth | Recent repeat behaviour building value |
| New | First order placed recently, not enough history to judge |
| Watch | Below-average value or slipping engagement |
| At risk | Was buying, now overdue against their own pattern |
| Lapsed | No order for more than a year |
| Unprofitable | Negative profit, or returns and discounts eroding all margin |
Value
- Lifetime revenue, month by month.
- Where the revenue went: cost of goods, payment fees, gross profit and profit per order.
Orders
The full Order history, with refunds and any order the brand's filter excludes marked as such.
Behaviour
- Returns and discounting: return rate and how much they rely on discounts.
- Engagement: orders in the last year, and orders a year over their tenure.
- Their post-purchase survey answers, order by order.
Troubleshooting
- "Customer not found": this customer is not in the synced data for this brand. Use Back to the customer list.
- "Could not load this customer": their orders could not be read. Try again in a moment.
- "Some of this customer's orders are not counted": some orders fall outside the brand's filter. See the FAQ above.