Risk Customers and the blacklist
Here are the customers who sent parcels back. This is also where you keep your blacklist.
The customer list
The All customers tab shows customers who sent back at least one parcel in the chosen period. A customer is recognised by the phone number. Only your shops are looked at.
- Sent back
- How many parcels came back, out of how many sent.
- Postage
- How much postage those returns cost you.
- Last return
- When the last parcel came back.
- Next order
- What happens to their next order. Blacklisted and Stops before shipping mean the order will wait for your decision. Goes through means it goes as usual.
- The search finds customers by name, phone or address.
- You pick the period at the top: 30 days, 3 months, 6 months or 12 months.
- Click a customer to see details: how many parcels came back, what it cost and a list of their orders.
Add to the blacklist
- Click Add to blacklist at the top right. Or click Blacklist in the customer row.
- Enter the phone number. Name, email and address are optional.
- Pick a reason.
- If you have more than one shop, pick the shop.
- Click Add.
- Doesn't pick up parcels
- The customer orders but does not pick up the parcel.
- Fake address
- The address does not exist or is not theirs.
- Fake orders
- Orders that nobody meant to receive.
- Manual
- Any other reason.
Fast Post will not reserve a parcel for a customer on your blacklist. Their order waits for your decision. The customer is recognised by the last 8 digits of the phone number. The blacklist applies to all your shops.
Remove from the blacklist
- Open the Blacklist tab.
- Next to the customer, click Remove.
Another way: in Fast Post, in the decision window, click Remove from list and reserve. Or open the customer and click Remove from blacklist.
Import a list
Do you already have a list of customers who do not pick up parcels? Import it, and it works from the first order.
- Click the ⋯ button at the top right, then Import a list.
- Drag the file into the box. XLSX, XLS or CSV all work.
- Check the columns. The app finds the phone column by itself. Only the phone is required.
- Look at how many customers go on the list, and how many are already on it.
- Confirm that these are your customers. Click Import and the number of customers.
Good to know
- You get an example file with Download template.
- You can undo a wrong import right after: Undo this import.
- A file can have at most 20,000 rows and 5 MB.
Download the list
The ⋯ menu at the top right has Download CSV. It downloads the customers in your current filter, with their returns and costs.
Who sees your list
Only you see your blacklist and your customers. Other merchants do not see them. If you have more than one shop, the list applies to all your shops.
Problems?
It says The phone number has too few digits.
Enter the full number. It needs at least 8 digits.
The customer is on the list, but the order still went through.
The blacklist looks at the last 8 digits of the phone. If the customer ordered from another number, add that number too.
The customer list is empty.
A customer shows up only after they send a parcel back. If you already have a list, import it.