Customers and reports: who buys, who refuses, and what you actually earn

With cash on delivery, a customer is a phone number with a record: they received, or they refused. “Customers” gathers that record for everyone and puts a flag on it that protects you from parcels that come back; “Unfinished forms” gives you back the people who typed their number and left; “Reports” tells you what is left after the goods, the delivery and the returns. In this lesson Rania Bensalem, a sewing trainer who sells her “Beginner’s sewing box” at 2,900 DZD, finds that a customer in Oran refused two parcels and got a deposit flag on her own, calls back nine visitors who stopped at name and phone this week, then sees in the report that Oran is the wilaya that returns the most. The same steps serve a photographer selling prints or a coach selling training gear.

• About 10 minutes
• 8 steps
• 2026-10-12

Who can do it: “Customers” and “Unfinished forms” open to anyone with “Store and products” or “Orders and delivery”, and always to the owner. “Reports” needs “Store and products” alone; anyone else reads “Reports are for the store’s manager”.

1. 1
   Step 1 of 8

   “Customers”: everyone by phone number and record

   In “Store”, group “People and numbers”, open “Customers”. Everyone who ordered is one line, by phone number, sorted by last order, 50 to a page: “Customer”, “Flag” (their flag, or “New” if they ordered only once), “Wilaya”, “Orders”, “Received” (the share of their finished orders they took rather than refused, or “On the road” while nothing has finished), “Actually paid” and “At the academy” (their courses if they study with you). Above the table, segments with their counts: “All”, “Bought twice+” (two delivered orders or more), “Refusers” (refused a parcel or carries a flag), “Students who never bought”, “South”. Search by “Name or phone number” (three digits of the number are enough) and narrow with “Wilaya” and “Flag”. “Export” downloads a CSV file of what the segment and search show (up to 5,000 customers), and “Manual order” opens a new order in “Orders”.

   Store · Customers

   Customersflags come from your store aloneExport

   AllBought twice+RefusersStudents who never boughtSouth

   Sarah BelaidAlger · 4 orders · Received 100%Trusted

   Nesrine KhelifiOran · 3 orders · Received 33%Deposit required

   Leila HamdiOuargla · student · 2 courses5,800 DZD

   Imane KacimiSétif · On the roadNew

   Enlarge

   On screenPeople and numbersCustomersAllBought twice+RefusersStudents who never boughtSouthName or phone numberWilayaFlagReceivedActually paidExportManual order

   TipThe “Students who never bought” segment doesn’t list customers but the students of your academy who haven’t bought anything yet: beside each one, “WhatsApp” with a ready message carrying your store’s link, and “Student file”. Rania offers the box to the trainees of her sewing course one by one: there is no group message here.

   Heads-upRead “Received” before “Orders”: with cash on delivery, a customer with five orders who took only two of them costs you more than they bring.

2. 2
   Step 2 of 8

   The customer file: record, studies and team notes

   Click a line and the file opens beside the list. At the top, the number, the wilaya and “customer since …”, then three buttons: “Call”, “WhatsApp” (a ready greeting in your store’s name; you press send yourself) and “Order for them” (a manual order on their number). Then four figures: “Orders”, “Received” with its share, “Actually paid” and “Their returns cost you” (the delivery that wasn’t paid plus return fees, leaving out returns that were the carrier’s fault). If they study at your academy you see “Academy student”, or “Academy student (same number)” when they were matched by their account’s phone number, with their courses, their progress in each, their subscriptions and “Open the student file”. Then “History”: their orders with reference, product, amount and status, each one opening the order. At the bottom, “Team notes”: write what will help whoever calls after you, then “Add a note”; every note keeps its author and time.

   Store · Customers

   Nesrine Khelifi0550 12 34 56 · Oran

   Orders3Actually paid2,900 DZDTheir returns cost you1,200 DZD

   #A-1052 · Beginner’s sewing box2,900 DZD

   #A-1031 · Beginner’s sewing box2,900 DZD

   Academy student (same number)Open the student file

   Team notesAdd a notePrefers the Oran office, answers in the eveningAdd a note

   Note saved

   Enlarge

   On screenCallWhatsAppOrder for themOrdersActually paidTheir returns cost youAcademy studentAcademy student (same number)Open the student fileHistoryTeam notesAdd a note

   TipRania notes in Nesrine Khelifi’s file that she prefers the delivery office in Oran and answers in the evening. The latest note is kept on the customer too, so whoever confirms her next order reads it.

3. 3
   Step 3 of 8

   The four flags: what each one does

   In the file, the “Flag” box has five buttons: “No flag”, “Trusted”, “Refused before”, “Deposit”, “Blocked”. “Trusted”: never asked for a deposit, and the automatic rule never flags them. “Refused before”: a warning for whoever calls; nothing changes in the order form. “Deposit”: their order isn’t accepted on cash on delivery alone; they pay the deposit first with a BaridiMob receipt (or by card if it’s on), the rest on delivery. “Blocked”: your store refuses every order from their number on the site. Pick a flag other than the current one and the “Write the reason for whoever calls after you” field appears, then “Save the flag” or “Undo”. Under the buttons, the “Ask for a deposit before shipping” switch (“They pay … by BaridiMob, the rest on delivery”; 500 DZD unless you change the amount in the delivery rules), and at the bottom of the file “Block the number”, or “Unblock” for a blocked number. Rania marks Sarah, who buys for her trainees and always receives, as “Trusted”.

   Store · Customers

   Sarah BelaidFlag

   No flagTrustedRefused beforeDepositBlocked

   Ask for a deposit before shippingThey pay 500 DZD by BaridiMob, the rest on delivery

   Block the number

   FlagReasonBuys for her trainees, always receivesTrustedSave the flag

   Now “Trusted”

   Enlarge

   On screenFlagNo flagTrustedRefused beforeDepositBlockedWrite the reason for whoever calls after youSave the flagUndoAsk for a deposit before shippingBlock the numberUnblock

   TipA manual order your team enters isn’t stopped by the flag: “Blocked” and “Deposit” stop orders from the site only. If you decide to sell to a blocked customer after a call, use “Order for them”.

   Heads-up“Unblock” only removes the flag: the customer becomes “No flag”, not “Trusted”. And every flag decision is kept with its reason and the name of whoever took it.

4. 4
   Step 4 of 8

   The automatic flag: two refused parcels, a deposit

   You don’t have to watch every refusal yourself. When a parcel comes back because the customer refused it, their refusal count goes up by one; a return that was the carrier’s fault, or a damaged parcel, doesn’t count. Then your store’s rule applies: a deposit after 2 refusals, a block after 3 (by default), except for anyone already “Trusted” or “Blocked”. That’s how Nesrine Khelifi in Oran, after refusing two parcels of the “Beginner’s sewing box”, shows up in “Refusers” with “Deposit required”. In her file the box says “Why “…”?” with “Automatic flag · …” beside it, then how many parcels she refused and “Your rule: deposit after … refusals, block after …”. A flag set by the team shows who set it and when, with its written reason, or “Set by the team without a written reason.”. Rania keeps the deposit: Nesrine pays 500 DZD before shipping and the rest at the door.

   Store · Customers

   Nesrine KhelifiDeposit required

   Orders3Received · 33%1Their returns cost you1,200 DZD

   Why “Deposit”?Automatic flagDeposit required

   Ask for a deposit before shippingThey pay 500 DZD by BaridiMob, the rest on deliveryDeposit

   Refused 2 parcels. Your rule: deposit after 2 refusals, block after 3.

   Enlarge

   On screenRefusersDeposit requiredWhy “…”?Automatic flag · …Set by the team without a written reason.Carriers and rates

   TipChange the two numbers, switch both rules off, or add wilayas where everyone pays a deposit, in the rules of “Carriers and rates”. And if a parcel came back through the carrier’s fault and you record it that way in “Returns”, the refusal comes off the customer’s count and the automatic flag follows the new count; a flag set by the team stays.

   Heads-upRemoving the flag doesn’t reset the count: if Rania removed “Deposit” from Nesrine and she refused a third parcel, she would go straight to “Blocked”. If you really trust a customer, choose “Trusted”: no deposit and no automatic flag after that.

5. 5
   Step 5 of 8

   “Unfinished forms”: who typed their number and left

   Open the “Unfinished forms” tab beside “Customers”. A visitor lands here when they type into the order form, on the product page or in the “Order now” section, a name of at least two letters and a full, valid phone number, then pause typing for a moment. Anyone who already ordered that product with that number in the last 24 hours isn’t recorded. Pick the period: “24 h”, “7 days”, “30 days”. Four figures: “Unfinished forms” (“after a full number”), “Called” with how many are waiting and since when the oldest, “Became orders” with its share, and “Money won back”. In the “List”, for each visitor: “Visitor”, “What they wanted” (product, variant, price and wilaya), “Stopped at”, “Since” and “Status”. On the side, “Where they stop in the form”, with each step’s share. Rania has 13 forms over “7 days”, 9 of them stopped at “Name and phone”: name and number typed, no wilaya picked; the other four at “Address”.

   Store · Unfinished forms

   Unfinished formslast 7 days

   24 h7 days30 days

   Unfinished forms13Name and phone69%Address31%

   Amina B.Beginner’s sewing box · 2,900 DZDName and phone

   Rym S.Beginner’s sewing box · 2,900 DZDName and phone

   Houda R.Beginner’s sewing box · 2,900 DZD · BlidaAddress

   We keep what was typed only after a full number, and delete what didn’t become an order after 30 days.

   Enlarge

   On screenUnfinished forms24 h7 days30 daysCalledBecame ordersMoney won backListWhat they wantedStopped atWhere they stop in the formName and phoneAddress

   TipUnder the shares, the privacy line: “We keep what was typed only after a full number, and delete what didn’t become an order after 30 days.” No trace of anyone who typed half a number, and what became an order stays with its order.

   Heads-upThe store’s form records only two stopping points today: “Name and phone” (no wilaya picked) and “Address” (wilaya picked). The steps “Size and colour”, “Delivery price”, “Payment” and “The “Confirm” button” show up if they arrive, but the form doesn’t send them yet, so don’t wait for their advice. And an order placed from the cart isn’t recorded here.

6. 6
   Step 6 of 8

   Call them back: from form to order

   The list starts with the “Not called”, newest first. The “Start calling · …” button at the top calls the first one and moves them to “Called”. In front of each visitor: “Call” starts the call and counts the attempt (“called once”, “called twice”…), “WhatsApp” opens a chat with a ready message naming the product and carrying your store’s link, which you send yourself; the cross means “Not interested”, and “Reopen” puts them back on the list. There is no button for “Became an order”: when the same number orders the same product in your store, the form turns into “Became an order” on its own, with a “Became #…” badge that opens the order, and its amount is added to “Money won back”. Filter with “All”, “Not called”, “Called”, “Became an order”, “Not interested”. Rania calls the nine late in the afternoon; three of them finish their order that evening.

   Store · Unfinished forms

   Unfinished formsStart calling · 4

   AllNot calledCalledBecame an orderNot interested

   Called9Became orders3Money won back10,500 DZD

   Amina B.Name and phoneBecame #A-1067

   Rym S.Name and phonecalled once

   Houda R.AddressNot called

   Khadidja M.AddressDeposit only

   Became #A-1067Money won back · 3,500 DZD

   Enlarge

   On screenNot calledStart calling · …CallWhatsAppNot interestedReopenBecame an orderBecame #…CalledAll

   Tip“Became orders” counts every form whose author ordered afterwards, whether you called or they came back alone, so read it next to “Called”. And anyone who leaves the form again after “Not interested” comes back to “Not called”.

   Heads-upIf the visitor’s number belongs to a customer flagged “Deposit”, “Blocked” or “Refused before”, or who has reached the deposit rule’s number of refusals, “Deposit only” takes the place of “Call” and “WhatsApp”. To reach them, go through their file in “Customers” and agree on the deposit before shipping.

7. 7
   Step 7 of 8

   “Reports”: what you keep after every cost

   Open “Reports” from “People and numbers”. Pick the period: “7 days”, “30 days”, “3 months” or “Custom” (two days chosen in “From” and “to”, then “Show”, up to 400 days); every figure is compared with the period of the same length before it. At the top, four figures: “Delivered sales” (what was actually delivered or completed, with the change and the number of orders), “Net profit”, “Phone confirmation rate” (out of the orders that were settled, leaving manual orders out) and “Delivery rate” (the share of finished parcels that were delivered, and how many came back). Then “From sales to profit”: the sales, minus “Cost of goods”, minus “Delivery you paid” (the carrier’s fee and collection percentage on what was delivered), minus “Returns” (unpaid delivery and return fees), with the “Dirassa+ commission” at zero. Rania’s 30 days: 104,400 DZD of delivered sales; after 43,200 DZD for the boxes, 16,200 DZD of delivery and 5,400 DZD of returns, 39,600 DZD is left.

   Store · Reports

   ReportsLast 30 days · compared with the period beforeExport to Excel

   7 days30 days3 monthsCustom

   Delivered sales104,400 DZDNet profit39,600 DZDDelivery rate80%

   Cost of goods− 43,200 DZD

   Delivery you paid− 16,200 DZD

   Returns · 9 parcels− 5,400 DZD

   Dirassa+ commission0 DZD

   Net profit39,600 DZD

   Enlarge

   On screenReports7 days30 days3 monthsCustomShowDelivered salesNet profitPhone confirmation rateDelivery rateFrom sales to profitCost of goodsDelivery you paidDirassa+ commission

   TipA physical product with no cost set isn’t deducted, and the report says so with an “Add it in products” link. And “Sales day by day” separates what was “Delivered” from money delivered but still “Held by carriers”, not yet with you.

   Heads-upOn small screens only the four figures, the profit, the wilayas and “Best sellers” show; the daily chart, the types, the carriers, the funnel and the codes are under “All the details”.

8. 8
   Step 8 of 8

   Where the money leaks: wilayas, carriers and the form

   “Returns by wilaya” ranks the wilayas with at least 3 finished parcels in the period: “Highest” returns and “Lowest”, four on each side. For Rania, Oran leads with 40% (6 parcels back out of 15). When one or two of the top wilayas return a quarter of their parcels or more, a line “A deposit in … would have saved …” gives what their returns cost (here 3,600 DZD), with “Turn it on”, which opens the rules of “Carriers and rates” so you can add the wilaya to the deposit wilayas. “Delivery by carrier” gives each delivery account its parcels and delivery rate, and “Manual delivery” for what you deliver yourself. “From visit to delivery”: “Started the form” (orders sent plus forms left), then “Sent the order”, “Confirmed (phone or payment)” and “Received”, each step as a share of the one before, with a line naming the biggest leak; if it is in the form, with an “Unfinished forms” link. Then “Best sellers” (up to 8 products, with their pieces and top variant), “By product type” and “Coupons and influencer codes”, with the share of each code’s buyers who received. “Export to Excel” downloads every table in one file, including every wilaya with its return rate and cost.

   Store · Reports

   Returns by wilayaTurn it on

   HighestLowest

   Oran6 / 1540%

   Sidi Bel Abbès1 / 520%

   Tlemcen1 / 617%

   Delivery by carrier45 parcels80%

   A deposit in Oran would have saved 3,600 DZD

   Enlarge

   On screenReturns by wilayaHighestLowestA deposit in … would have saved …Turn it onDelivery by carrierFrom visit to deliveryStarted the formSent the orderBest sellersCoupons and influencer codesExport to Excel

   Tip“Store visits” is empty on purpose: the report says “Store visits aren’t measured yet” rather than guess, so the funnel really starts at “Started the form”. If you sell digital products, the number of visitors to their pages alone is shown.

   Heads-up“Export to Excel” downloads a CSV file Excel opens as a single sheet, tables one under another, not an .xlsx file. And manual orders count in the sales, but neither in the confirmation rate nor in the funnel.