Repeat and Lost Customers
It costs far less to keep a customer than to find a new one. These reports show you who keeps coming back and who has stopped coming — so you can thank the first group and win back the second.
From the repeat and lost customer reports you can tick customers and send them a message straight away — see Sending SMS and WhatsApp.
Repeat Customer
How to open it: Customers › Repeat Customer, then Repeat Service Based, Repeat Product Based or Repeat Bill Based.
Pick a Date From and Date To (they open on the current month), then click Show customers. The list stays empty until you do.
Repeat Service Based / Repeat Product Based
Which customers bought which service (or product), and how often, in the selected dates. Use the Service (or Product) box to look at one item, or leave it on All services (All products).
| Column | Meaning |
|---|---|
| Store Location, First Name, Last Name, Gender, Phone Number | The customer |
| Item Name, Category, Sub Category | The service or product |
| Total Number | How many times they took it in the selected dates |
| Last Visit Date | When they last took it |
| Total Revenue | What they spent on it |
| Membership | Any membership they hold |
| Visit Type | How the visit was paid: a normal Bill, a Package, or a Membership Wallet |
💡 Pick a service — say Hair Colour — to find customers who might be due for their next colour appointment. You need to pick a service or product before you can send them a message.
Repeat Bill Based
Every customer billed in the selected dates, with their Store Location, Gender, Phone Number, Total Revenue and Number Of Visits, most frequent visitors first. Click Details to see what they bought.
🔑 If Repeat Customer Data Export is switched on for your account, you'll see Mail Repeat Customer Data, which emails the list to your registered email address.
Lost Customer
How to open it: Customers › Lost Customer, then Lost Customer Service Based, Lost Customer Product Based or Lost Customer Bill Based.
A lost customer is someone who hasn't visited since a date you choose (the "cutoff"). You pick the cutoff as a month and year in the Cutoff month box, which opens three months back. You can only go further back, not forward.
Lost Customer Service Based / Product Based
Choose a Store (required) and a Cutoff month, then click Show customers. The report lists customers of that store whose last visit was before the first day of the month before the one you picked — for example, pick Jul-2026 to see customers last seen before 1 June 2026.
You can also choose a Service (or Product) to see only customers who used to take it. Leave it empty to see all; you'll need to pick one before you can send a message.
These two reports go further and help you decide who to call first:
| Column | Meaning |
|---|---|
| First Name, Last Name, Phone, Gender | The customer |
| First Visit / Last Visit | When they first and last came |
| Total Visits | How many times they've been |
| Customer Lifespan (Days) | Days between their first and last visit — how long they've been with you |
| Avg Days Between Visits | How often they used to come |
| Category / Sub Category | The category of what they had last |
| Last Service(s) / Last Product(s) | What they had on their last visit |
| Services in Last Visit / Products in Last Visit | Everything on that last visit |
| Lost Type (services) | What their last visit was for — a normal Bill, a Package service, or a Membership Wallet redemption |
| Days Since Last Visit | Days from their last visit until today |
| Days Since Cutoff | Days from their last visit to the cutoff date |
| Customer Value | How valuable they were, based on visits (see below) |
| Risk Category | How urgent it is to reach out (see below) |
| Win-Back Priority | A score from 0 to 100 combining value and time away. Higher = call them first |
| Expected Return | When they'd normally have come back, based on their past visits |
The services report also splits visits by how they were paid: Bill Visits, Package Visits and Membership Wallet Visits, with the date of the last one of each, and the last package and membership wallet service.
Customer Value
| Label | Visits |
|---|---|
| VIP | 20 or more |
| High Value | 10 – 19 |
| Medium Value | 5 – 9 |
| Regular | 2 – 4 |
Risk Category
| Label | Days away |
|---|---|
| Critical – Lost | More than 180 |
| High Risk | More than 120 |
| Medium Risk | More than 90 |
| Low Risk | 90 or fewer |
💡 Sort by Win-Back Priority and start at the top. A personal message with a small offer to a VIP who's been away for 4 months works wonders.
Lost Customer Bill Based
This one covers all your stores at once. Choose the Cutoff month (it opens 90 days back), then click Show customers. You'll see every customer whose last bill was before that date, with their Store Location, Gender, Phone Number, Total Revenue and Number Of Days Since Last Visit — biggest spenders first.
🔑 On the three lost customer reports, if Lost Customer Data Export is switched on for your account, you'll see Mail Lost Customer Data, which emails the list to your registered email address.
Customer Visits By Item
How to open it: Customers › Customer Visits By Item, then Services Taken By Customer or Products Bought By Customer.
The page is titled Item Based Customer Visit. Pick a Date From and Date To, then click Show customers to see which customers had which service (or product) in those dates: their Store Location, Name, Gender and Phone Number, the Service Name, the Total Number of times they had it, their Last Visit Date, the Total Revenue and any Membership.
This list is for looking things up. To message these customers, use Repeat Service Based or Repeat Product Based instead.