Managing Customers in the Merchant Portal

Review every customer who has paid you: lifetime volume, payment counts and success rate, recency and tenure, primary channel, and filters for first-time, repeat, and high churn risk customers.

The Customers screen lists every customer who has transacted with you, with the behavioural figures Hello Clever tracks against each one. Use it to find your highest-value customers, spot the ones who are drifting away, and export a segment to work on. Reach it from Growth Tools → Customers in the sidebar. The screen notes the display time zone (for example, Bangkok GMT+07:00).

The same figures drive Clever AI Actionable Insights and the widgets on the Analytics screen. Analytics shows you the top few in each category; this screen is where you see the full list and act on it.

Customer summary tiles

A row of tiles above the table gives you the size of each segment, and doubles as a set of one-click filters. Select a tile to filter the table to that segment.

Tile	What it counts
All	Every customer on your account.
First-time customers	Customers whose first payment is recent enough to still count as new.
Repeat customers	Customers who have paid you more than once.
Recent customers	Customers who have transacted in the most recent period.
High churn risk	Customers whose purchasing pattern suggests they are about to lapse.

The High churn risk tile is the fastest route to a retention list. Selecting it filters the table to those customers and sets group_filter=high_churn_risk in the URL, so you can bookmark the view or share it with a colleague.

The customers table

Each row is one customer:

Column	Description
Customer ID	The customer’s unique identifier (for example, cus_MVYRVNOX). Select it to open that customer’s record.
Name	The customer’s name, or --- if they paid without one being captured.
Converted	Whether the customer has completed a payment, shown as a tick.
Lifetime Volume	The total value the customer has paid you across their whole history.
Total Payins	The value of payments received from this customer.
Total Payouts	The value paid out to this customer, for example refunds or disbursements.
Number of Payments	How many payments the customer has made.
Payment Success Rate	The share of the customer’s payment attempts that succeeded. A low rate on a high-volume customer is worth investigating.
Recency	How long ago the customer last transacted (for example, 5 days ago).
Tenure	How long the customer has been transacting with you (for example, 9 months 3 weeks).
Primary Channel	The integration the customer most often pays through, shown with the platform’s logo (for example, Shopify, WooCommerce, or Payment APIs).

Most columns are sortable: select a column heading to reorder the list. Use Rows per page to change the page size, Go to page to jump straight to a page, or the numbered links to step through.

Sort by Lifetime Volume to rank customers by what they are actually worth, rather than by how often they buy. A customer with two large orders can outrank one with a dozen small ones.

Reading Recency against Tenure

The two columns are most useful together, because the pair describes a trajectory rather than a snapshot.

• Short recency, long tenure: a loyal customer who is still active. Your best retention asset.
• Long recency, long tenure: an established customer who has gone quiet. This is the pattern that drives a high churn risk flag.
• Short recency, short tenure: a new customer. Worth converting into a repeat buyer.

Searching, filtering, and exporting

Searching: use the Search box above the table to find a customer by ID or name.

Filtering: the summary tiles act as the primary filters, and More filters opens the additional criteria available on your account. Reset filters returns the table to its default, unfiltered state.

Customizing columns: select the settings (gear) icon to show or hide columns, so the table carries only the figures you care about.

Refreshing: the refresh icon reloads the list without reloading the page.

Exporting: select Export to send the list to an email address. The export follows the filters you have applied, so filter first and then export if you want a single segment rather than your whole customer base.

A practical workflow: select High churn risk, sort by Lifetime Volume, then Export. That gives you your valuable at-risk customers in ranked order, which is the list worth building a cashback campaign around.

Opening a customer record

Select any Customer ID to open that customer’s record, which collects their details and payment history in one place. Customer IDs are also links from the Payins screen, so you can move from a single payment to the full relationship behind it.

Customer records are created automatically as customers transact, and also when you add a customer while generating a manual payment link.