Customers and open baskets

Customers lists everyone with an account at your shop and everyone who checked out as a guest, one row for each email address. A guest who later makes an account with the same email becomes one customer, orders and all.

Spent is what they paid you, less any refunds. Orders paid with the demo checkout moved no real money, so their total shows separately, marked “demo”.

• The tabs show Everyone, only Accounts, or only Guests.
• Search by name or email.
• The newsletter menu shows only people who are Subscribed, Waiting to confirm or Not subscribed.
• Sort by Recent orders, Spent most, Most orders, Newest or Name A to Z.
• Once you’ve tagged someone, a row of Tags appears above the list. Tap one to see just those people.

Open anyone in the list to see their page. Across the top: Lifetime spend, Orders, Average order, First order and Last order. Below that:

• Orders, newest first, with their payment and posting. Checkouts they never finished are left out. Their orders at the top opens them all in Orders.
• Digital library: every file they can download, across all their orders.
• Addresses: the ones saved in their account, and where you’ve recently sent parcels. The copy button copies an address for a label.
• Account: when they joined, when they were last seen, and whether they sign in with a password or with email links.

Email opens a new message to them in your own email app.

On a customer’s page, type in Add a note and press Add note: sizes they like, allergies to think of when packing, a lovely chat. Each note keeps the day it was written and who wrote it, and only you and your team see them. Deleting a note deletes it for everyone. Guests can have notes too, and they move across if the guest makes an account.

Tags are your own labels for customers with an account, like Regular or Wholesale. Type one and press Enter, or tap one of the ideas, then press Save tags. Find people by tag in the list, or choose Customers with a tag in a campaign to email the ones who agreed to newsletters.

Someone who checks out as a guest gets a page of their own too, with every order they’ve placed with that email gathered together. It says Checked out as a guest at the top.

Guests can have notes but not tags, because tags live on an account. Invite them to make an account emails them a sign-in link: tapping it makes their account, with all their past orders in it.

Under Account on a customer’s page:

• Send a password reset emails them a link to choose a new password. It works for an hour. If they never had a password, it sets their first one.
• Send a sign-in link emails them a link that signs them straight in. It works once, within 15 minutes.
• For a guest, Invite them to make an account sends a sign-in link that makes their account as they tap it.

You never see or set their password yourself.

The Newsletter column, and the Newsletter panel on a customer’s page, say where each person stands:

• Subscribed: they agreed, so newsletters reach them.
• Not confirmed: they asked to join but haven’t pressed the link in the confirmation email yet. Newsletters wait until they do.
• Unsubscribed, Bouncing or Spam report: newsletters don’t go to them.
• Not signed up: they’re not on your list. Ticking a box at checkout once isn’t enough if they’ve left the list since.

The panel also says since when, and where they signed up. Subscribers beside it opens their entry in your subscriber list.

Export CSV at the top of Customers offers two downloads of the list as it’s filtered:

• Everyone: for your records, with who agreed to emails marked.
• Only people who agreed to emails: the ones you may send marketing to, for example from another email tool.

Buyers can make an account in your shop to keep their orders, downloads and addresses in one place. They sign in with a password or with an email link.

An account belongs to your shop alone. If the same person buys from another shop on Handsold, they make a separate account there, and neither shop sees the other’s customers.

People can ask what you hold about them, or ask you to delete it, and you have a month to do it. The shop’s owner can do both from the customer’s page, under Their data. Nobody else on the team can, because it’s all of their details in one go.

• Download their data saves one file with everything your shop holds about them, ready to send them.
• Delete this customer first checks what you hold and shows exactly what will change. Type their email to confirm, then press Delete their details.

Their account, newsletter sign-up, baskets, download links and your notes go. Their orders stay for your accounts, without their name, email, phone or address, and their reviews and questions stay as “A customer”. What can change: their account, orders, newsletter sign-up, your notes about them, baskets, back in stock alerts, download links, emails you sent them, reviews, product questions, discount uses and activity and notifications.

It waits while one of their orders still has to be posted, because you need their name and address for it. Post it or cancel it first.

Deleting can’t be undone. It’s written in your Activity without naming them.