Customer Profiles & Statuses

Every WooCommerce customer gets an enriched profile packed with intelligence data — so you actually know the people buying from you.

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What This Is

Customer Profiles are the heart of Tracksies HQ. WooCommerce gives you orders. Tracksies gives you customers. Think of it like the difference between having a guest book and actually knowing the people who walk through your door — their name, what they like, how often they visit, and whether they’re about to stop coming back.

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Why It Matters

Orders are events. Customers are relationships.

Without Tracksies, you can see that Order #4872 was placed by someone called Emma. With Tracksies, you can see that Emma has spent $3,200 across 14 orders over two years, she tends to spend about $230 per order, she earned the “Loyal Customer” tag, and she hasn’t ordered in a while — so she might be slipping away.

That kind of intelligence changes how you run your store. You stop treating every order the same and start treating every customer the way they deserve.

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Before You Start

• Tracksies HQ needs to be installed and activated
• WooCommerce needs to have at least some orders (customers are created from order data)
• The initial customer sync runs automatically after activation — you do not need to trigger it manually

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Navigating the Customer List

The customer list at Tracksies > Customers in the left sidebar of your WordPress admin is your command centre for customer intelligence. This is where you can see everyone who has purchased from your store at a glance.

Status Filter Tabs

Across the top of the list, you will see filter tabs: All, Active, VIP, Caution, and Banned. Each tab shows a count of how many customers are in that status. Click any tab to filter the list to only that group — this is handy when you want to focus on a specific segment, like checking in on your VIP customers or reviewing your Caution list.

Searching for Customers

Use the search bar at the top of the list to find customers by email address, name, or phone number. Start typing and the list will filter as you go. This means even if you only remember a customer’s first name or part of their email, you can track them down quickly.

Tag Filter

If you have tags enabled, you will see a Tag Filter dropdown. Tags are grouped by channel (commitment, tenure, value, price sensitivity, engagement), so you can filter to see, for example, all customers who have earned a particular spending milestone or tenure tag. This is a powerful way to segment your customer base without building complicated reports.

Sorting the List

Click any column header to sort:

• Customer — sort alphabetically by name
• Email — sort by email address
• Status — group customers by their current status
• Tags — sort by tag count
• Orders — find your most frequent buyers (or those with only one purchase)
• LTV — find your highest (or lowest) spenders
• Added — see your newest or oldest customers

The list shows 20 customers per page, with pagination at the bottom to move through larger lists.

Bulk Actions

Select multiple customers using the checkboxes on the left, then use the Bulk Actions dropdown to:

• Change status — move a group of customers to a different status at once (for example, marking a batch of inactive customers as Caution)
• Export CSV — download a spreadsheet of the selected customers, great for importing into email marketing tools or running analysis
• Audit log export — export the activity history for the selected customers
• Bulk delete — remove customers entirely (this includes GDPR-compliant data erasure, so customer data is properly cleaned up)

Adding a New Customer

Click the Add Customer button in the top right corner of the customer list. A modal will open where you can enter:

• First name and last name
• Email address
• Phone number
• Starting status
• Internal notes

This is useful when you want to create a profile for someone before they have placed an order — perhaps a wholesale enquiry you want to track, or a customer you have been communicating with offline.

Recalculating Tags

If you have changed your tag rules or thresholds, click the Tag Recalculate button to re-evaluate all customers against the current tag criteria. This runs in the background, so you can keep working while it processes.

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The Customer Profile Page

Click any customer’s name in the list to open their full profile. Here is everything you will find.

Profile Header

At the top of the profile, you will see:

• Customer name displayed prominently
• Email address (clickable — it opens your email client so you can write to them directly)
• Phone number (clickable on mobile devices — it opens the phone dialler)
• Company name (if one is on file)
• Status badge — a colour-coded indicator showing their current status. Green means Active, blue means VIP, orange means Caution, and red means Do Not Serve/Banned. You can tell at a glance where this customer stands.

To update the customer’s basic information, click the Edit Customer button in the header area. This opens a modal where you can change:

• First name and last name
• Phone number
• Status (choose from Active, VIP, Caution, or Do Not Serve)
• Status Reason — a text field where you can note why you changed their status, which is helpful for your team to understand context later
• Internal Notes — a larger text area for any internal information about this customer that your team should know

Profile Stats

Below the header, you will see key numbers at a glance:

• Total Orders — how many times they have purchased from your store
• Lifetime Value (LTV) — the total amount this customer has spent across all their orders. This is gross revenue, not net — it does NOT subtract refunds or returns. A customer who ordered $1000 worth and had $800 refunded still shows $1000 LTV. We keep it gross on purpose because the Returns panel below shows the refunded amount separately, so you can see the whole picture at once (“spent $1000, returned $800, hmm”) instead of a single number that hides the story. This is the single most important number for understanding gross engagement with your store; pair it with the Returns value for the full value picture.
• Average Order Value — their typical spend per order. This is calculated by dividing their Lifetime Value by their order count. Handy for spotting customers who consistently make large purchases versus those who buy small and often.
• First Order Date — when they first purchased from you. The longer they have been a customer, the more valuable that relationship tends to be.
• Last Order Date — when they most recently ordered. If this date is getting old, it might be time to reach out. Combined with First Order Date, this tells the full story of how long and how recently they have been engaged.

Tags

If you have the tags feature enabled (Tracksies > Settings > Features, under the Woo section), you will see a tags section showing all the tags this customer has earned. Each tag displays its icon and label.

Tags are grouped into 5 channels:

• Commitment — how loyal they are (order frequency, repeat purchases)
• Tenure — how long they have been a customer
• Value — how much they spend (lifetime value, average order value)
• Price Sensitivity — their relationship with discounts and full-price purchases
• Engagement — how they interact with your store beyond purchasing

Unlike statuses (which are one-per-customer), a customer can earn multiple tags. Think of tags as medals on a sash — they collect them over time. A customer might be “Active” status with tags for “High Spender”, “Repeat Buyer”, and “12-Month Anniversary” all at once.

Addresses

The addresses card shows both Billing Address and Shipping Address, each with the full breakdown: street address (line 1 and line 2), city, state/county, postcode, and country.

If the shipping address matches the billing address, it will show “Same as billing” instead of repeating the information — keeps things tidy.

This information is pulled from WooCommerce and updates based on their most recent order.

Order History

This section shows up to 50 of the customer’s most recent orders, across all order statuses (including any custom statuses you may have set up, like Packed or Shipped).

Each order shows as a collapsible row with:

• Order date
• Order number
• Items in the order
• Order total
• Status badge (colour-coded to match WooCommerce status colours)

You will also see quick action buttons on each order row:

• View order — opens the full order in WooCommerce
• Invoice PDF download — downloads a PDF invoice for this order (if you have PDF invoices enabled)
• Packing slip PDF — downloads a packing slip (if you have packing slips enabled)

Click on any order to expand it and see the full details without leaving the customer profile:

• Items table — every product in the order with quantities and prices
• Payment method — how they paid
• Shipping method — how the order was sent
• Tracking information — shipment tracking details (if tracking is set up)
• Customer note — any note the customer left at checkout
• Billing and shipping addresses for that specific order
• View Full Order button — opens the complete WooCommerce order edit screen if you need to make changes

This saves a lot of time when a customer calls or emails about an order. Instead of hunting through the WooCommerce orders list, you can see everything right here in their profile.

Returns

If returns are enabled in your store (see the Returns feature toggle) and this customer has ever requested a return, you’ll see a Returns card here below Order History. It lists every return they’ve made — RMA number, date, status (Refunded, Rejected, Received, etc.), item count + reason, and the refund amount.

The card header shows a quick summary: “3 returns · $247.50 refunded”. That total lives next to Lifetime Value by design — LTV is gross, the refunded-value is what actually went back. Seeing both side-by-side lets you eyeball a customer’s net worth to the business without doing the maths in your head.

Click the eye icon on any return row to jump to the Returns dashboard with that specific return open in the detail panel — handy when a customer emails “about return RMA-ABC123” and you want the full context.

For customers who’ve never returned anything, this card doesn’t show at all (clean profile, no noise).

Interactions

If you have the interactions feature enabled, you will see a timeline of up to 50 interactions with this customer. This is where the full picture of your relationship lives — not only orders, but every touchpoint.

Interaction types include:

• Call — logged phone conversations
• Email — email exchanges
• Note — internal notes from your team
• Complaint — customer complaints (important to track patterns)
• Compliment — positive feedback (great for team morale and identifying advocates)
• Refund — refund events
• Return — return requests
• Preference — customer preferences you want to remember (e.g., “prefers morning deliveries”)
• Contact form — submissions from your website’s contact forms, logged automatically when you have the relevant form-plugin integration enabled (Contact Form 7, WPForms, Gravity Forms, Ninja Forms, Formidable Forms, or Fluent Forms)
• Other — anything that does not fit the categories above

Checkout customer notes auto-appear here. If a customer leaves a note in WooCommerce’s standard checkout “Order notes (optional)” field, Tracksies automatically creates a linked interaction on their timeline so you see it alongside calls, complaints, and the rest. The text is read live from the order at display time, not copied — edits to the note in Order Hub flow through immediately, and if the order is deleted the interaction disappears with it. Full details in the Customer Notes documentation.

Each interaction shows:

• An icon representing the type
• The type label
• The date it happened
• The staff name of who logged it
• The content of the interaction
• The resolution (if applicable)

For contact form interactions, you will also see a View Original Entry link that takes you to the form plugin’s admin page to see the full submission in its original context. This means you do not lose the connection between the customer profile and the form data.

To add a new interaction, click the Add Interaction button. A modal will open where you can choose:

• Type — select from the dropdown (call, email, note, complaint, compliment, refund, return, preference, contact form, other)
• Summary — a brief one-liner about what happened
• Details — the full notes about this interaction

This interaction timeline is what transforms a customer profile from a data sheet into a relationship history. When a customer contacts you, your team can see every previous conversation, complaint, compliment, and note — so nobody has to start from scratch.

Internal Notes

A dedicated section for viewing and editing internal notes about this customer. These are private to your team and never visible to the customer. Use these for anything that helps your team serve this person better — preferred communication style, known issues, special requests, or context about their business.

Aliases

If you have the aliases feature enabled, this section shows alternative identifiers for the customer:

• Alternative email addresses — if they use different emails for different orders
• Additional phone numbers
• Other identifiers you have added

Use the Add Alias button to add a new identifier, or the remove button next to any existing alias to delete it. This helps you connect the dots when the same person uses different contact details across orders.

Aliases vs Linked Accounts: These two features work together but serve different purposes. Aliases are alternative contact details for a single customer profile — like recording that Emma also uses emma.work@company.com. Linked Accounts connect separate customer profiles together — like linking Emma’s personal account to her business account. Think of aliases as “this person has multiple email addresses” and linked accounts as “these two accounts belong to the same person.” Aliases help Tracksies detect when accounts should be linked, and linked account warnings alert you when a connected account has a Caution or Banned status.

Details Sidebar

On the right side of the profile, you will find:

• Customer ID — the internal Tracksies identifier
• WordPress User — a link to their WordPress user profile (if they have a user account)
• Created date — when this customer profile was first created
• Status Changed date — when their status was last updated, and who changed it. This audit trail matters because when someone asks “why is this customer flagged?”, you can see exactly when it happened and who made the call.
• Status Reason — the reason noted when their status was last changed

Quick Actions Sidebar

Also on the right side, you will see quick action buttons for common status changes:

• Mark as VIP (star icon) — promotes the customer to VIP status. Use this for your most valued customers who deserve priority treatment.
• Flag Caution (warning icon) — marks the customer as Caution. Use this when something needs attention — a pattern of complaints, a chargeback, or anything your team should be aware of before fulfilling their next order.
• Do Not Serve (ban icon, red) — marks the customer as banned. This is the most serious status. When a customer with this status places an order, Tracksies sends an urgent admin alert email so you can review and handle the order before it gets processed. Use this for situations where you have decided not to do business with a particular person.
• Restore Access — this button appears only when a customer is currently banned. Click it to remove the Do Not Serve status and return them to Active. This is here because sometimes situations change, and a customer who was previously problematic may deserve another chance.

These quick actions save you from opening the edit modal every time you need to change a status — one click and it is done.

Linked Accounts

This section shows any linked customer accounts. Linking is useful when the same person has multiple customer profiles (perhaps they used different email addresses for different orders).

Key features:

• Linked accounts list — shows all accounts connected to this customer
• Warning panels — if a linked account has a Caution or Banned status, you will see a warning panel. This is important because it flags potential issues — if you have banned one account, you want to know that another account is linked to the same person.
• Link Customer button — opens a search where you can find another customer to link. Search by name, email, or phone.
• Unlink button — removes the connection between accounts if a link was made in error

This feature exists because real customers do not always behave in neat, one-email-per-person ways. They use work emails, personal emails, misspell addresses, or create new accounts. Linking helps you see the complete picture.

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Customer Statuses

Every customer has exactly one status at a time. Think of it as their current chapter in the story of their relationship with your store. Tracksies uses 4 statuses:

Key Things to Know About Statuses

One status per customer. A customer cannot be both “VIP” and “Caution” at the same time. Statuses represent their current state, not their history. This is different from tags, where a customer can hold multiple tags simultaneously.

You can manually set statuses. Use the Edit Customer modal (click Edit Customer in the profile header), the quick action buttons in the sidebar, or the status filter and bulk actions on the customer list.

You can record why. When you change a customer’s status, use the Status Reason field to note why. This creates an audit trail so that when someone on your team sees a Caution flag six months from now, they can understand the context behind it without having to track you down and ask.

What Happens with “Do Not Serve”

This is a special status that deserves extra explanation. When a customer marked as Do Not Serve places an order, Tracksies sends an admin alert email to let you know. This gives you the chance to review and handle the order before it gets processed.

It is designed for situations where you have decided not to do business with a particular customer — perhaps due to repeated fraud, abuse of your return policy, or threatening behaviour toward staff. The alert system means the order does not slip through unnoticed.

If the situation changes and you want to give the customer another chance, open their profile and click Restore Access in the quick actions sidebar. This will move them back to Active status.

How to Change a Customer’s Status

You have several ways to do this, depending on your situation:

From the profile (single customer):

1. Go to Tracksies > Customers in the left sidebar and click the customer’s name
2. Either click Edit Customer in the header and choose from the Status dropdown, or use the quick action buttons in the right sidebar (Mark as VIP, Flag Caution, Do Not Serve, or Restore Access)
3. If using the edit modal, add a Status Reason so your team has context, then click Save

From the customer list (multiple customers at once):

1. Go to Tracksies > Customers in the left sidebar
2. Select the customers using the checkboxes on the left
3. Choose Change Status from the Bulk Actions dropdown
4. Select the new status and apply

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Common Questions

How long does the initial sync take?
It depends on how many orders you have. The sync runs in the background, so you can keep using your site while it works. A store with a few hundred orders should be done in minutes. Larger stores with thousands of orders may take longer. You will see customers appearing in the list as they are processed.

Can I manually add a customer who hasn’t ordered yet?
Yes. Click the Add Customer button in the top right corner of the customer list at Tracksies > Customers. Fill in their name, email, phone, starting status, and any notes, then save. This is useful for tracking potential customers, wholesale enquiries, or people you have been in contact with offline.

What if a customer uses multiple email addresses?
If you have the aliases feature enabled, open the customer’s profile, scroll to the Aliases section, and click Add Alias to add their other email address. This connects the dots so you can see their full history in one place. You can also use the Linked Accounts section to link separate customer profiles together.

How often do stats update?
Profile stats (Total Orders, Lifetime Value, Average Order Value) update whenever a new order is placed or an order status changes. You do not need to manually trigger a refresh — it happens automatically as part of the normal order flow.

What is the difference between statuses and tags?
Statuses are one-per-customer and represent their current relationship with your store (like a health check). Tags are collectible achievements — a customer can earn as many as they qualify for (like medals on a sash). A customer might have “Active” status while holding tags for “High Spender”, “Repeat Buyer”, and “12-Month Anniversary” all at once.

Can I export customer data?
Yes. Select the customers you want from the list (or use the status and tag filters to narrow your selection), then choose Export CSV from the Bulk Actions dropdown. This creates a spreadsheet you can use in email marketing tools, accounting software, or for your own analysis.

What does the Tag Recalculate button do?
It re-evaluates all your customers against your current tag criteria. This is useful if you have changed your tag rules or thresholds — rather than waiting for each customer’s next order to trigger recalculation, you can recalculate everyone at once. It runs in the background so you can keep working.

Can I delete a customer’s data entirely?
Yes. Select the customer(s) from the list, choose Bulk Delete from the Bulk Actions dropdown, and confirm. This performs a GDPR-compliant data erasure, properly cleaning up all associated customer data. Use this when a customer requests data deletion or when you need to comply with privacy regulations.

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If Something Goes Wrong

The customer list is empty
The initial sync might still be running in the background. Give it a few minutes, then refresh the page. If it stays empty, check that WooCommerce actually has orders — Tracksies builds customer profiles from order data, so no orders means no customers yet (unless you add customers manually).

Lifetime Value shows $0
Check the order statuses for that customer’s orders. Only completed and processing orders count toward LTV. If all their orders are Pending or On Hold, the value will show as zero until those orders progress to a qualifying status.

A customer is missing from the list
They might not have a completed or processing order yet. Customers appear automatically once they have at least one qualifying order. Also check whether their order might have failed during sync — you can see sync status on individual orders in WooCommerce > Orders. If an order shows a sync error, use the Retry button on that order to try again.

A status change did not stick
Open the customer’s profile and check the Details sidebar on the right. Look at the Status Changed date and who changed it — this tells you if something else updated the status after you did. If you are using both manual overrides and automatic rules, the automatic system may have recalculated and changed the status back.

Tags are not showing for a customer
First, check that tags are enabled in Tracksies > Settings > Features (look for the tags toggle under the Woo section). If tags are enabled but a specific customer has no tags, they may not yet meet the criteria for any tag. Check your tag thresholds in the tag settings to make sure they are achievable.

The sync failed for some orders
If orders fail to sync, you will see an admin notice on the WooCommerce > Orders page showing the number of failed syncs with a Retry All button. You can also retry individual orders from their edit screen using the Retry or Sync Now button. Check that the order still exists and has valid data — deleted or corrupted orders cannot be synced.

Linked account warnings are showing but seem wrong
If you see a warning that a linked account is Banned or Caution but the situation has changed, open the linked customer’s profile and update their status. The warning will disappear once the linked account’s status is corrected. You can also click Unlink if the link was made in error.

Contact form interactions are not appearing
Check that the relevant form-plugin integration is enabled in Tracksies > Settings > Features under Integrations. Each form plugin (Contact Form 7, WPForms, Gravity Forms, Ninja Forms, Formidable Forms, Fluent Forms) has its own toggle and is auto-detected when the plugin is installed. Also verify that the form plugin itself is installed and active — Tracksies hooks into the form plugin’s submission events, so the form plugin needs to be running. The submission is only linked to a customer profile when the submitter’s email matches an existing customer.