The Customer list shows every customer on a row of their own, with their orders, what they’ve spent and when they last ordered. Open a customer to see their recent orders and the emails Tendlio has sent them, and write to them from your own mail app or send them one of your saved emails.
You will learn #
- How to find one customer, or a group such as your top spenders
- What each column in the list means
- What a customer’s page shows
- How to email one customer
Before you begin #
- Run an analysis first. The list comes from Tendlio’s last analysis of your store. If it’s empty and says “No customers match. Run a store analysis first, or try another view.”, start one with Re-scan store on the To do page.
- To send one of your saved emails, set up sending first. Send to this customer sends through Tendlio, so it needs a saved email, a sending method on the Email sending page, sending switched to Live, and the one-time confirmation on the Campaigns page before the email goes out. Email personally needs none of that: it opens your own mail app.
Open the Customer list #
- In your WordPress admin, open Tendlio → Customers.
- Click Customer list.
Find a customer, or a group of customers #
The row of views at the top of the list has two parts.
The first part is All customers and one view for each segment, the groups Tendlio puts customers in at each analysis: New, Promising, Champions, Loyal, At-Risk, Hibernating and One-time. Hover over a view to read who’s in it. All customers starts with the customers who ordered most recently. The segment views start with the customers who’ve spent the most.
The second part ranks customers by how they buy:
- Top spenders lists all your customers, with the ones who’ve spent the most at the top. It changes the order, not who’s in the list, so it counts the same customers as All customers.
- Gone quiet lists the customers whose last order was more than 380 days ago, with the longest gap first.
- Discount-led ranks customers by how much of their spending came off through coupons. Coupons that Tendlio created, such as recovery coupons and thank-you coupons, don’t count here.
- Refund-heavy ranks customers by how many of their orders were refunded.
Discount-led and Refund-heavy show the top 100 customers. Tendlio works them out from your orders rather than from your last analysis, and refreshes each list at most once an hour, so a refund from a few minutes ago can be missing.
To find one customer, type part of their email address into Search by email… and click Search. The search looks inside the view you’re on, so pick All customers first to search everyone. Clear removes the search. Discount-led and Refund-heavy have no search box.
Read the list #
In All customers, the segment views, Top spenders and Gone quiet, each row shows:
- Customer: the customer’s email address.
- Segment: the group the customer is in. Hover over it to read what the group means.
- Orders: how many of their orders count as a sale for you.
- Lifetime: what they’ve paid you across all their orders, tax and shipping included. That’s why it can be higher than the same orders under Revenue in Reports, which leaves tax out and takes refunds off.
- AOV: their average order value, their Lifetime divided by their Orders.
- Last order: the date of their latest order.
- Idle: how many days have passed since that order.
Tip: Click a column title to sort the list by that column, and click it again to reverse the order. The sort covers the whole list, not only the page you’re looking at. Segment is the one column that doesn’t sort.
Discount-led and Refund-heavy show other columns. In Discount-led, Discount % is the share of the customer’s spending, before discounts, that came off through coupons. In Refund-heavy, Refund % is the share of what they spent that they got back as refunds.
Open a customer’s page #
Click View on a customer’s row. The customer’s page opens with their email address and their group. When the customer has ordered since your last analysis, the group can be an estimate from their orders today: hover over it to see whether it is. The next analysis confirms it.
Further down, the page shows:
- Orders, Lifetime, AOV, Last order and Idle, read from their orders when you open the page. A customer who has ordered since your last analysis already has the new order here, while the list shows it after the next analysis. Lifetime also says since which month they’ve been buying.
- Last seen on site: the last day the customer visited your store while logged in to their account. Tendlio records visits only while Customer recognition is on, and only for customers with an account. When there’s no date, the card says why.
- Recent orders: their latest orders in any status, cancelled ones included, with date, total and status. A partial refund is named under the order’s total, and the order number opens the order in WooCommerce.
- Emails we’ve sent: the latest emails Tendlio sent this customer, up to 20, each with its date, the kind of email and its status.
Email one customer #
You can write to a customer in two ways.
Email personally opens a new email to the customer in your own mail app. The email goes from your own mailbox, so it doesn’t appear under Emails we’ve sent.
To send one of your saved emails through Tendlio instead:
- Under Send an email through the plugin, pick the email.
- Click Send to this customer.
- The page reloads. Once the email has gone out, it shows under Emails we’ve sent.
Tendlio fills in the customer’s details, such as their name and how many orders they’ve placed, at the moment you click. Products in the email show their current names and prices, and a Product row set to Picks from each customer’s orders picks products for this customer.
The email waits, and goes out later, in these cases:
- Sending is Off. The email goes out once you switch sending to Live on the Email sending page, within your daily sending limit.
- You haven’t yet confirmed who you can email. Tendlio asks you to confirm this once, on the Campaigns page, under Before your first campaign. Until you do, an email you send from here waits.
Tendlio doesn’t send it at all when the customer has unsubscribed, when your email has no subject line, or when your store address in WooCommerce is empty. Such an email never shows under Emails we’ve sent.
On a staging copy of your store, Tendlio doesn’t send customer emails, and the Send an email through the plugin box says so.
Why the list works this way #
The list and the customer’s page can show different numbers #
The list comes from your last analysis, so it’s as current as that analysis. A customer’s page reads their orders when you open it. When the two differ, something has changed since the analysis, such as a new order or which statuses count as a sale, and the next analysis brings the list up to date.
Lifetime counts tax and shipping #
Lifetime is what the customer paid you, so it counts the order total, tax and shipping included. Revenue in Reports is what your store earned from the same orders, without the tax and after refunds. The two answer different questions, so they don’t match.
Discount-led leaves out Tendlio’s own coupons #
The list is there to find customers who only buy when there’s a discount. A recovery coupon or a thank-you coupon is one that Tendlio gave them, not one the customer went looking for. If those counted, a loyal customer who used the thank-you coupon Tendlio gave them would show up as a discount hunter.
Additional resources #
- How to act on a customer segment: email a whole group, or reward your best customers.
- What your customer segments mean: who’s in each group.
- How to send a campaign to your customers: send one saved email to many customers at once.
- Who you can email (consent, in plain words): the confirmation on the Campaigns page, and what your customers see when they unsubscribe.
- How to thank your best customers with Customer recognition: the switch that records Last seen on site.
Frequently asked questions #
Can I search for a customer by name? #
No. The search box matches the email address, and any part of it works, for example the part before the @.
Why isn't a customer who ordered yesterday in the list? #
The list comes from your last analysis, so a customer whose first order came after it appears after the next analysis. Discount-led and Refund-heavy read your orders directly, so a new customer who used a coupon or got a refund can show up there first.
Why is a customer's Lifetime different from what WooCommerce shows? #
Lifetime counts every order with a status that counts as a sale for you, tax and shipping included, and a partial refund doesn't come off it. The refund is named on the order in Recent orders.
Does an email I write with Email personally show up in Tendlio? #
No. It goes from your own mailbox, so Tendlio never sees it.