Customer - Individual Customer
Updated Thu 22 Oct 2026
Running the report
Report options
Enter your customer's phone number
The phone number saved on the customer when they were captured on the till. It has no default: you have to type it in, or open the report by clicking a phone number in another report. Type it the way it was saved, usually ten digits with no spaces (0825550123, not 082 555 0123 or +27 82 555 0123). If nothing comes back, try the number the way your staff normally type it on the till.
The report only looks at customers and sales of the store you're running it for.
The report at a glance
The third line is the customer's name and phone number. There is no date range: the report always covers every order the customer has ever placed at your store. Order dates and times are your store's local time, for example 18 October 2026 18:42. The footer shows when the report was run (This report was run on 22 Oct 2026 at 10:45), your Store ID and the report version.
- Customer details and notes: name, phone number, loyalty number, email address and the notes saved on the customer.
- 5 Favourite items: the five items they order most.
- Stats: orders by transaction type, the order frequency trend and their order performance metrics.
- Customer addresses: every address saved on the customer, with the distance from your store.
- Order history: every order they've placed, newest first, with totals.
- Voided orders: every one of their orders that was voided, and why.
- Privacy warning: how to handle the personal information in the report.
Customer details and notes
The top of the report shows who the customer is, with their notes on the right and their favourite items next to them.
| Customer details | Customer notes | ||
|---|---|---|---|
| Name: | Sam | Invoice note: 1 | Ring the bell at the side gate |
| Phone number: | 0825550123 | ||
| Loyalty number: | BB1042 | Private note: 2 | Regular Friday order, prefers extra sauce |
| Email address: | sam@example.com | ||
1 Invoice note
The note saved on the customer that your staff see when they ring up the customer's order, for example delivery directions.
2 Private note
The customer's private note, for your staff only. Anything left empty on the customer is left blank here.
- Loyalty number
- The reference or loyalty card number saved on the customer, if your store uses one.
5 Favourite items
The five menu items this customer has ordered most often at your store, by quantity, over all their orders.
| 5 Favourite items |
|---|
| 4 x Classic Burger |
| 3 x Large Chips |
| 2 x Chicken Burger |
| 2 x Chocolate Milkshake |
| 1 x Onion Rings |
Only the main item of each line counts. Options chosen with an item (for example Medium Egg or Rye Bread under Eggs on toast) are not listed, items that are hidden on the till or invoice are left out, and items voided off an order don't count. Voided orders don't count at all. Items with the same quantity are listed alphabetically. The item's current menu name is shown, so an item you renamed is still counted as one item.
Stats
Three blocks side by side, worked out from the customer's orders (voided orders left out).
Orders by transaction type
A pie chart of how many of their orders were each transaction type, for example 3 Delivery, 2 Collection and 1 Take Away. The biggest slice comes first.
Order frequency trend
A line chart of how many orders they placed in each two-month period over the last year, counted back from today: 0-2 months ago, 2-4, 4-6, 6-8, 8-10 and 10-12. Only periods with at least one order appear. Orders older than a year are not in the chart (they are still in the order history and the All time figures). Use it to spot a customer who is ordering less often than they used to.
Order performance metrics
| Order performance metrics | |
|---|---|
| All time: 1 | |
| Number of orders placed: | 6 |
| Avg order value: | 244.50 |
| Total order value: | 1 467.00 |
| Past 3 months: 2 | |
| Number of orders placed: | 4 |
| Avg order frequency: 3 | Every 14 days |
1 All time
Number of orders placed counts every order in the order history. Total order value is the total of the Turnover (incl) column, so it includes delivery charges. Avg order value is the total divided by the number of orders (0.00 if there are none).
2 Past 3 months
The orders placed in the last 90 days, up to the moment you run the report.
3 Avg order frequency
The number of days from their first order in the last 90 days until today, divided by the number of orders in those 90 days, rounded to whole days. In the example the first of the 4 orders was 55 days ago: 55 / 4 is about 14, so Every 14 days. It shows Every day for 1 and - when they haven't ordered in the last 90 days.
Customer addresses
Every address saved on the customer at your store.
| Address label | Latitude | Longitude | Distance 1 | Full address |
|---|---|---|---|---|
| Home | -33.9137 | 18.3876 | 3.4 km | 12 Main Road, Sea Point, Cape Town, Western Cape, 8005 |
| Work | -33.9213 | 18.4187 | 1.2 km | Unit 4, 88 Long Street, Cape Town, 8001 |
1 Distance
The straight-line distance from your store to the address, in kilometres, as the crow flies. The driving distance is usually longer. It is blank when the address was never placed on the map, or when your store's own location isn't set. Addresses are sorted by label.
Order history
Every order the customer has placed at your store that was not voided, newest first.
| Order date and time | Invoice # 1 | Order # | Transaction type | Net Sales (incl) R 2 |
Del Charges (incl) R |
Turnover (incl) R |
|---|---|---|---|---|---|---|
| 18 October 2026 18:42 | 2-145 | 2-77 | Delivery | 284.50 | 30.00 | 314.50 |
| 04 October 2026 12:15 | 1-3088 | 1-512 | Collection | 196.00 | 0.00 | 196.00 |
| 19 September 2026 19:05 | 2-102 | 2-41 | Delivery | 341.00 | 30.00 | 371.00 |
| 28 August 2026 13:20 | 1-2741 | 1-388 | Take Away | 128.50 | 0.00 | 128.50 |
| 03 June 2026 18:30 | 2-37 | 2-12 | Delivery | 255.00 | 30.00 | 285.00 |
| 14 February 2026 19:10 | 1-1204 | 1-201 | Collection | 172.00 | 0.00 | 172.00 |
| Total: | 1 377.00 | 90.00 | 1 467.00 |
1 Invoice # and Order #
Invoice # is the till number and the invoice's number on that till. Order # is the number the customer was given for the order. Click either one to open the sale in the Invoice Audit report.
2 The money columns
Turnover (incl) is what the order came to, including VAT and the delivery charge. Del Charges (incl) is the delivery charge on the order and Net Sales (incl) is the turnover less the delivery charge, so on every line Net Sales + Del Charges = Turnover. All three are after discounts. The Total: line adds up every order and matches Total order value in the stats.
Orders still open or unpaid are included. Voided orders are not: they are listed separately under Voided orders.
Voided orders
Under the heading Voided orders for this customer, each voided order gets its own box, newest first. If none of their orders were voided, only the heading shows.
| Invoice date and time: | 11 October 2026 18:05 | Invoice number : | 2-139 |
| Sale value R : | 245.00 | ||
| Transaction type : | Delivery | ||
| Void type : 1 | Voided without wastage | ||
| Void reason : 2 | Online order failed. | ||
| Void description : 3 | Automatically voided failed online order. Could not connect to till # 2's receipt printer. Please check that this till is turned on and its receipt printer has paper and is also turned on. This order needs to be rung up manually as a special order using the special order reference that was provided by OrderNow. Remember to ring it up on the OrderNow sales channel. | ||
1 Void type
Voided with wastage: the order was voided after food was made, so stock was written off as wastage. Voided without wastage: voided before anything was made, so stock was returned. Voided sale: any other kind of void.
2 Void reason
The reason your staff chose when they voided the order. An online order that the system voided by itself shows Online order failed.
3 Void description
The note typed in when the order was voided. For an online order that failed, it explains what went wrong and what to do: usually ring the order up by hand as a special order on the right sales channel, using the reference the ordering platform gave you. Click the Invoice number to open the voided sale in the Invoice Audit report.
Privacy warning
The last part of the report, Privacy and Data Protection Warning, reminds everyone who sees the report that it holds personal information protected by data protection law (the report names South Africa's POPIA and the European Union's GDPR). In short:
- Limit Access and Permissions: only people who need this report to do their job should be able to run, see or share it.
- Secure Disposal of Printed Copies: keep printouts only as long as you need them, then shred them.
- Secure Disposal of Digital Copies: delete exported files permanently when you no longer need them.
Watch the video
A walk through the report: looking up a customer, reading their stats and opening their orders.
Can't see the video? Watch it on YouTube.
Frequently asked questions
I typed the phone number and the report is empty. Why?
The number has to match the customer's saved phone number exactly, and the customer has to be saved at the store you're running the report for. Check for spaces, a missing leading 0 or an international code (+27), and try it the way your staff type it on the till. Customers are kept per store, so a customer who only ever ordered at another store won't be found here.
The customer orders at two of our stores. Why do I only see some of their orders?
The report only shows the orders, addresses and notes of the store you run it for. Run it for the other store to see their orders there.
Why is a voided order not in the order history or the totals?
Voided orders didn't make you any money, so they are left out of the order history, the stats, the favourite items and the totals. They are listed on their own under Voided orders for this customer.
Why does Avg order frequency show "-"?
The customer hasn't placed an order in the last 90 days, so there is nothing to work it out from. Their older orders are still in the order history and the All time figures.
Why doesn't the number of orders match the Customer List report?
This report counts every order the customer has ever placed at your store. Customer List only counts orders from the last 12 months. Both leave voided orders out.
Why aren't extras like cheese or sauce in the favourite items?
Only the main item of each line counts, so options chosen with an item don't crowd out the real menu items. Items hidden on the till or on the invoice, and items voided off an order, are left out too.
Why is the distance blank, or not what the driver drives?
The distance is a straight line from your store to the address. It is blank when the address was never placed on the map when it was captured, or when your store's location isn't set up. Roads are rarely straight, so the driving distance is usually longer.
Are the order times my store's time? What about close of trade?
Yes, order dates and times are in your store's local time. This report shows the actual date and time of each order, not the trading day, so a sale at 00:30 shows the date it was rung up even if your close of trade puts it on the previous trading day in other reports.
Who should be allowed to see this report?
Only people who need it to look after the customer, such as the manager handling a complaint. It contains personal information (name, phone number, email address, home address), so treat it as confidential. See Privacy warning.
Glossary
- Avg order frequency
- Roughly how many days pass between the customer's orders, based on the last 90 days.
- Avg order value
- The customer's total order value divided by their number of orders.
- Del Charges (incl)
- The delivery charge on an order, including VAT.
- Distance
- The straight-line distance from your store to a customer's address.
- Invoice #
- The till number and the invoice's number on that till, for example 2-145.
- Invoice note
- A note saved on the customer that your staff see when they ring up the customer's order.
- Loyalty number
- The reference or loyalty card number saved on the customer.
- Net Sales (incl)
- What the order came to after discounts, including VAT, less the delivery charge.
- Order #
- The number the customer was given for their order.
- Private note
- A note saved on the customer for your staff only.
- Turnover (incl)
- What the order came to after discounts, including VAT and the delivery charge.
- VAT
- Value-added tax or your country's equivalent sales tax.
- Void type
- Whether a voided order was voided with wastage, without wastage, or as another kind of void.
- Voided order
- An order that was cancelled after it was rung up. It is not counted as a sale.