WhatsApp & Marketing
Customers CRM: Profiles, Lifetime Value, Risk Scoring & Blocklist
3 min read
Customers CRM builds a single profile for every buyer by linking their orders across Shopify, WooCommerce, WhatsApp and POS by phone number. Each profile shows lifetime value, full cross-channel order history and a risk band derived from their delivered-versus-returned record — and a blocklist warns you before you confirm or ship to a serial returner.
One profile across every channel
Buyers are matched by phone number, so a customer who has ordered on Shopify, replied on WhatsApp and walked into your store appears as one record — not three. Each profile carries their details, tags, notes and rolled-up history.
- Lifetime value — total spend and total orders across all four channels.
- Order history — every Shopify, WooCommerce, WhatsApp and POS order in one timeline, with first and last order dates.
- Delivery record — delivered, returned and RTO counts drawn from your online channels (POS sales are in-person, so they do not count toward risk).
Risk scoring: low, medium and high
Every customer gets a risk band from their return behaviour. The score is driven mainly by return rate — returned shipments as a share of resolved (delivered + returned) orders — with extra weight for the sheer number of returns. New customers with too few fulfilled orders are kept out of the high band until there is enough history to judge them fairly.
- Low risk — a clean or near-clean delivery record.
- Medium risk — a noticeable share of returns worth watching.
- High risk — a heavy return rate and RTO count; treat with caution or require confirmation.
The serial-returner blocklist
When a customer repeatedly refuses COD orders, add them to the blocklist with a reason. From then on the platform warns you the moment you try to confirm one of their orders or book a shipment for them — so you can stop wasting shipping on guaranteed returns. The warning can be overridden if you decide to proceed anyway.
Step-by-step
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1
Open Customers
Go to the Customers area in the sidebar to see your directory, sorted and filterable by risk.
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2
Open a profile
View lifetime value, the cross-channel order history and the risk band, and add tags or notes.
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3
Blocklist serial returners
On a high-risk profile, add the customer to the blocklist with a reason.
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4
Act on the warning
When you confirm an order or book a shipment for a blocklisted customer, heed the warning — and confirm over WhatsApp before overriding it.
Frequently asked questions
How are customers from different channels merged?
By phone number. Orders sharing a normalised phone number roll up into one profile, so the same buyer is never split across Shopify, WooCommerce, WhatsApp and POS.
How is the risk band calculated?
Mainly from return rate — returns as a share of delivered-plus-returned orders — plus the number of returns. Customers with very few fulfilled orders are not marked high risk until there is enough history.
What does the blocklist actually do?
It warns you when you confirm an order or book a shipment for that customer, so you can avoid shipping to a serial returner. You can still override the warning if you choose.
Do POS sales affect risk?
They count toward spend and recency but not toward risk — in-store sales have no return-to-origin, so they are excluded from the score.
Troubleshooting
Two profiles exist for the same buyer.
They likely used different phone numbers, or one number was entered inconsistently. Profiles are merged by normalised phone, so consistent numbers keep them together.
A risk band looks too low for a frequent returner.
Customers with too few fulfilled orders are held out of the high band until there is enough delivery history; the band rises as more orders resolve.
Related guides
WhatsApp CRM: Confirm COD, Chat with Customers and Send Updates
Use WhatsApp to confirm COD and keep customers informed — without the Meta API.
Managing Orders: One Inbox for Shopify, WooCommerce, POS & WhatsApp
A unified order workflow from placement to dispatch across every channel.
Automations: A No-Code Rules Engine for Orders & Shipments
If-this-then-that rules that act on your orders and shipments without writing code.
Returns & RTO: Manage Returned Shipments and Refunds
Measure and reduce returns — the biggest hidden cost in COD selling.