Customers problems

When something goes wrong with customers — they are missing, search fails, or numbers look wrong — here are the fixes.

My customer is missing

What you see: The customer does not appear in the list when you search.

Why it happens: Customers are created automatically the first time an order is placed for them. If you have not yet placed an order for that phone number in this business, they do not exist in your customer list yet. Customers are also keyed by phone number within each business, so a customer with the same phone in a different business account will not appear here.

How to fix it:

1. Check you are in the right business account (in the top left, select your account).
2. Place an order for that customer, or have them buy from your storefront. The customer is added automatically.
3. If you are importing a bulk list of customers, import orders for them instead (the Customers page cannot import directly).

Search finds nothing for +880 number

What you see: You type +8801712345678 or 8801712345678 in the search box, and the customer does not appear even though you know they have ordered.

Why it happens: The Customers list search does not normalise phone numbers. It matches exactly what you type. Customers are stored as 01712345678 (11 digits, no prefix), so typing +880 or 00 will not find them.

How to fix it: Type the 11-digit number with the leading 0: 01712345678. You can also search by name or type just part of the number like 1712345.

Delivery record shows – / No history yet

What you see: In the customer's profile or on an order, the delivery record shows — (a dash) or the message No history yet.

Why it happens: The delivery record comes from Pathao and shows whether parcels sent to this phone have been delivered. It may be empty for several reasons:

• Pathao is not connected. The lookup requires your Pathao credentials in Settings.
• No parcels to this phone have been sent to Pathao yet. The record only appears after at least one parcel is booked.
• The customer's phone is not a valid Bangladeshi mobile number. Invalid numbers cannot be looked up.
• Pathao has not answered yet. The lookup happens in the background; it may take a few seconds.

How to fix it:

1. Check that Pathao is connected. Go to Settings › Shipping and delivery › Pathao and make sure the Client ID, Client secret, Pathao login email and Pathao password are filled in.
2. Send a parcel to that customer through Pathao. The record appears the next time it is refreshed (see below).
3. If the customer's phone is invalid (starts 010, 011 or 012, or is not 11 digits), the lookup cannot run. Ask them for their correct number.

Couldn't refresh the delivery record

What you see: You click the refresh icon (↻) on the delivery record and get a toast: Couldn't refresh the delivery record plus an error message.

Why it happens: The refresh failed for one of these reasons:

• You do not have the Edit Customer permission. Refreshing requires the customers.edit permission.
• Your subscription is write-blocked. Refreshes are blocked when your account cannot write.
• Pathao is not connected or did not answer. See "Delivery record shows – / No history yet" above.

How to fix it:

1. Check your permission. Ask the account owner if you have the Customers module with Create and edit customers enabled.
2. Check your subscription. If your account shows "Read-only mode" or asks to renew, fix that first.
3. Check that Pathao is connected (Settings › Shipping and delivery › Pathao). If it is, wait a moment and try again.

Same customer appears twice

What you see: The same phone number appears on two customer rows in the list.

Why it happens: This should not happen; the system prevents it in normal use. But if two customers with the same phone appear, it is usually because:

• An old system error created them. The data exists but the system now prevents new duplicates.
• You imported a bulk list before phone numbers were normalised. For example, +8801712345678 and 01712345678 were treated as different numbers.

How to fix it: There is no merge feature. To resolve it, you can:

1. Keep the more complete record (the one with the most recent activity or better address data).
2. Use that customer's phone for future orders.
3. When the incomplete record is no longer needed (no active orders), you can archive or stop using it.

Contact support if you need help merging the customer's order history.

Walk-in Customer in my list

What you see: A customer named Walk-in Customer with phone WALKIN appears in your list.

Why it happens: This is a placeholder customer used for point-of-sale sales when a customer has no phone number. Each business has one shared Walk-in Customer record used for every POS sale that does not have a phone.

How to fix it: This is not an error. The Walk-in Customer is needed for POS transactions. You can ignore it or exclude it from your analysis. It does not affect other customers. It will not appear on orders that have a real phone number.

Lifetime value is higher than I expected

What you see: A customer's Lifetime value number is larger than you think they should have spent.

Why it happens: Lifetime value includes every order, regardless of status. The number adds up the total of:

• Delivered orders.
• Cancelled orders.
• Returned orders.
• Orders currently being prepared or shipped.

Lifetime value is "what they ordered", not "what they actually paid" or "what was delivered". A large number can mean they placed orders that were later cancelled or returned, or have pending orders.

How to fix it: Check the How their orders ended breakdown in the profile to see how many were delivered, returned or cancelled. This shows you what actually completed. The delivery percentage card shows the percentage of orders that finished as delivered.

Other ways people ask this

• গ্রাহক খুঁজে পাই না
• customer hoj na
• search khuje pae na
• delivery record kaj korche na
• same customer two row
• walkin customer ki
• lifetime value beshi keno
• +880 search hoj na

Checked against the product on 2026-10-02.