Customers and shopper accounts
On this page
A customer is a person who buys from your store. Kartlo creates a customer record automatically when someone checks out, and you can add customers yourself for phone, chat or in-person sales.
Shoppers can also create a Kartlo shopper account to sign in on your storefront, save their details and see their orders. This page covers both: the records you keep, and the accounts your shoppers use.
The customer list#
Open Customers from your desk. The list shows each customer's phone, email, number of orders, total spent, last order and registration date. Click a customer to open their profile.
- Search by name, email or phone.
- Click Archived to see archived customers, and Show active to go back.
- Export the list to Excel or CSV with the export buttons.
Add a customer#
- Open Customers and click New Customer.
- Enter the First name and Last name.
- Enter an Email and a Phone if you have them.
- Turn on Accepts marketing only if the customer agreed to receive emails and messages about offers.
- Optionally fill in the Default address: Label, Street, Area or unit, City, Province or state, Postal code and Country.
- Optionally add Tags such as VIP or wholesale, and a Note for your team.
- Save the customer.
If the name, email or phone looks like an existing customer, Kartlo warns you with Possible duplicate customer detected and offers a View link so you can check before saving.
One email and one phone per customer#
Each email address and each phone number can belong to only one customer in your store. If you try to reuse one, Kartlo tells you which is taken, for example Another customer already uses this phone number.
Phone numbers are stored in international form using your store's country, so 050 123 4567 and +971 50 123 4567 are recognised as the same number.
Import customers#
To bring customers over from another system, click Import above the customer list and upload a spreadsheet. Kartlo skips rows whose email or phone already belongs to a customer, or repeats an earlier row in the same file.
For file layouts and the import steps, see Import and export.
The customer profile#
The profile shows the customer's contact details, whether they accept marketing, and three figures: Orders, Total spent and Last order. Below them are these sections:
| Section | What it shows |
|---|---|
| Orders | Every order this customer placed. |
| Baskets | Open and abandoned carts that still hold items. |
| Store credit | Credit notes and gift cards, with the amount available to spend. |
| Returns | Returns from this customer and their reasons. |
| Messages | Conversations between the customer and your store. |
| Buying habits | Average order, days since last order, most bought product, usual payment and return rate. |
| Addresses | Saved addresses, with the default marked. |
| History and notes | What your team recorded about this customer. |
To change the customer's details, click Edit, update the fields and click Save customer.
Archive or delete a customer#
A customer who has orders, invoices, credit notes, gift cards, carts, conversations or company links cannot be deleted, because those records still point to them. You archive them instead. Archiving hides the customer from your list but keeps their history, so old orders still show their name.
- Open the customer and click Edit.
- Under Delete this customer, click Delete.
- Kartlo checks for linked records. If it finds any, it lists them and offers Archive. If it finds none, you can choose Delete, which is permanent, or Archive.
To bring an archived customer back, open them from the Archived view and click Restore on the banner at the top of their profile.
Shopper accounts#
Shoppers do not need an account to buy. They can check out as guests. If they want, they can sign in with one Kartlo shopper account that works at every store on Kartlo.
With a shopper account, a shopper can:
- Save their name, phone and addresses, so checkout is filled in for them next time.
- See their orders at your store on your storefront's account page.
- See orders from every Kartlo store they bought from, in one place.
- Opt in to news and offers from your store.
- Delete their Kartlo account. Your store keeps its own order records.
How shoppers sign in#
Shoppers sign in from the person icon in your storefront header with Continue with phone or Continue with Google. Phone sign-in uses a one-time code sent by WhatsApp or SMS. There are no passwords.
At checkout, a shopper who confirms their phone with a code can tick Save my details for faster checkout at any store on Kartlo. That creates their account. The box is unticked by default.
Show or hide the account icon#
In Design Studio, open your header settings and use Show account to show or hide the person icon that opens the account page. See Design Studio.
What you see as a seller#
Shopper accounts belong to the shopper, not to your store. You see the customer record created by their orders, as with any customer. Orders placed with a confirmed phone show a Verified buyer badge.
In segments, the rule Has a storefront login finds customers who linked a shopper account.