Customers: quick answers
Quick answers to common questions about managing customers, their data and delivery records.
বাংলায়: গ্রাহক সরাসরি যোগ করা যায় না — অর্ডার দিলে স্বয়ংক্রিয়ভাবে তৈরি হয়। একটি ফোন নম্বরে দুটি গ্রাহক থাকতে পারে না, মার্জ করা যায় না, ট্যাগ করা যায় না এবং মুছা যায় না। ডেলিভারি রেকর্ড শুধু Pathao থেকে আসে এবং সেই নম্বরের সব দোকানের অর্ডারের রেকর্ড দেখায়।
Can I add a customer directly?
No. Customers are created automatically when you place an order for them (from the dashboard order form, your storefront, Shopify or a connected custom website). There is no "Add customer" button.
Can I delete a customer?
No. There is no delete feature. Customers are added by the system and cannot be removed. If a record is unwanted, it remains in your list.
Can I merge two customers with the same phone?
No. There is no merge feature. If two customers have the same phone, it is usually an old data issue. Use the record that is more complete for future orders, and the duplicate will fall out of use over time.
Can I tag or block a customer?
No. There are no tags, notes, blacklist or do-not-sell fields in Omnikyo. Customers cannot be flagged.
What does "Loyal" mean?
Loyal is a label shown on the customer's profile when they have 5 or more orders and their last order was 90 days ago or less. It is calculated from the orders loaded in the profile (the newest 50).
Other segment labels are: First-time buyer (1 order), Repeat buyer (2+ orders), Lapsed (2+ orders but last order over 120 days ago), Often returns (3+ orders but under 50% delivered), No orders yet (walked in POS, no orders).
Is the delivery record only my orders?
No. The delivery record shows Pathao's history of that phone number across all shops, not just your orders. It tells you how often parcels sent to that number have been delivered (by any seller). This helps you spot phones that are risky or frequently receive returns.
Does Steadfast count towards the delivery record?
No. The delivery record comes only from Pathao. Steadfast data is not included, so if a customer has only received Steadfast parcels, their delivery record shows No history yet. (Steadfast does not share success data with Omnikyo.)
Why is my delivery percentage so low?
The delivery percentage on the customer's profile counts only finished orders: it is (Delivered orders) ÷ (Delivered + Returned + Cancelled orders). Orders that are still in progress (Pending, Preparing, Shipped, etc.) are not counted.
If you have a low percentage, it could mean:
- Many orders were returned.
- Many orders were cancelled.
- The customer received parcels from other sellers that were returned (the % includes the full history from Pathao).
When does the WhatsApp button appear?
The WhatsApp button in a customer's profile appears only when the phone number is a valid Bangladeshi mobile number. It opens WhatsApp Web or the WhatsApp app on your phone and starts a conversation with that number.
If the button is missing, the phone is not valid or is not a mobile number (could be a landline or from another country).
Where do I export customers?
Go to Customers, select the rows you want (or Select all customers on this page for the whole page), then click Export CSV. The file downloads with the columns: Name, Phone, Email, City, Address, Success rate, Joined.
Exports are limited to 50 customers per page. To export everyone, go through your list page by page and export each one.
Can I export more than 50 customers at once?
No. Each export takes only the current page (50 per page). To download all customers, export page by page through the list.
What is in the Success rate column of the export?
Success rate is the percentage from Pathao (the same number shown in the delivery record ring). It is blank if Pathao has no data for that phone. The percentage is Pathao's record and reflects all shops in Bangladesh, not just yours.
Other ways people ask this
- customer add korbo
- গ্রাহক মুছব কীভাবে
- customer delete hobe na
- customer merge korbo
- customer tag dibo
- customer block
- delivery record pathao
- loyal matlab
- whatsapp button kothay
- customer csv export korbo
- গ্রাহকের তথ্য রপ্তানি
- can i merge two customers
- delete customer record
Related pages
- Customers overview — what the Customers page is and how to find someone
- Manage customer details — how to change a phone or address
- Delivery record explained — what the delivery record means and where the data comes from
Checked against the product on 2026-10-02.