Retention

Who can open it

Owners and admins, and staff whose role works with customers or the money side (Manager, Accountant, Operations, Retention, Customer care). Logistics cannot open it: seeing every order to send parcels does not open the customer list, unless the person also holds one of those roles. Only the Manager, Customer care, Retention and Operations roles have it in their menu; the Data analyst role does not see it. The Media buyer and Viewer roles cannot: they see revenue figures, but not the customer list.

What it shows

• Customers — people with at least one confirmed or paid order. Someone who only has a phone number is a customer like any other: a customer is the same phone number, or else the same real email.
• Bought again — the share of customers with two or more orders, and the usual time between a customer's orders.
• Confirmed sales, Money received, Confirmed, not paid yet — three separate figures, each per currency (never added across currencies), after refunds. Money received is only what has actually come in: paid online, or marked paid by staff. A confirmed order that has not been paid yet (for example cash on delivery before the parcel is delivered) is shown on its own line and is not part of Money received.
• Due to rebuy — customers whose time since their last order has passed their usual gap. Overdue means one and a half times past it. The usual gap comes from the product they bought last when that product has enough repeat buys; otherwise it is the default gap you pick (14, 30, 60 or 90 days).
• Next reorder — on both lists, each customer's expected next reorder date: their last order plus their usual gap (the same gap the Due to rebuy list uses: the last product's own pattern when it has enough repeat buys, otherwise the default gap you pick). Under the date it says how far off that is ("in 5 days", "today", "3 days ago") and shows a cue: Later (more than 7 days away), Due soon (7 days or fewer away), Due (the date has come) and Overdue (one and a half times past the usual gap). It is an estimate from past orders, not a promise, and it changes when you change the default gap. A customer with one order is judged the same way.
• Customers list and Time to rebuy, by product.

What counts as a sale

An order that is confirmed or paid. Cancelled, failed, returned and refunded orders do not count. An upsell or downsell that went with a checkout order is part of that order.

Common tasks

Limits and plan gating

Retention is part of the Sales operations plan feature (crm_ops) and stays visible-but-locked (with an upgrade path) when the plan does not include it — never call it missing or broken. Who can open it: staff with permission to see all orders, manage contacts, or view analytics. A person with only their own assigned orders does not see it.