Customer records: common questions

Short answers to the questions shops ask about customer records. Each answer links to the full article.

The Customers list

How do I find a customer?

Type in the search box at the top of Customers ("Search by name, email, or phone..."). Close spellings of a name usually still match. See Finding and sorting customers.

How do I sort the list?

Click the Name, Bookings, Spent or Last Visit column heading; click again to flip the direction. The Contact, Tags and Status columns cannot be sorted.

How do I see only my VIP or repeat customers?

Click a tag pill (All, then one pill per tag you have created). On a phone the pills sit behind a Tags button. Tags are free-text labels for your own reference. They are never shown to the customer and do not change pricing or booking rules.

What do Banned, VIP and Active mean in the Status column?

The badge reads Banned or VIP when the customer has that flag, and Active otherwise. There is no button on the Customers screens to set Banned or VIP; the profile's Flags card shows any flags a customer has.

What does "Practice" next to a customer mean?

It marks one of your built-in practice customers, used to try your checkout without real effects. They always sort to the bottom of the list. See Practice customers.

Why does Last Visit show a dash?

The customer has no past rental pickup on file yet (hover text: "No past rental pickup on file").

How many customers are shown per page?

50, with Previous and Next buttons.

How do I export my customers?

Press Export CSV at the top of the page. It downloads every customer that matches your current search and tag filter, with the columns Name, Email, Phone, Bookings, Total Spent (cents) and Last Visit. Note the spend column is in cents, so 12500 means $125.00.

Why is Export CSV greyed out?

There is nothing to export: the list is empty (the hover text says "Nothing to export").

Adding and editing

How do I add a customer by hand?

Press + Add Customer, fill in Full Name (required) and optionally email, phone, billing address, date of birth and notes, then press Create Customer. The button stays off until a name is typed. You land on the new customer's profile.

It says "A customer with this email already exists". What now?

Renta found a customer with that email and shows their name. Open that customer instead of creating a second record.

How do I edit a customer's details?

Press Edit on the customer's row in the list or on their profile, change Full Name, Email, Phone, Billing Address, Date of Birth or Notes, and press Save changes. It stays off while the name is empty.

How do I add a tag to a customer?

On their profile press Add Tag, type the label and press Add.

The customer profile

What is on a customer's profile?

Seven tabs: Overview, Bookings, Documents, Payments, Communications, Timeline and Notes. Buttons next to the name are Edit, Send Email (only if the customer has an email), Add Tag, Add Note, Archive or Unarchive, and Delete Customer. See A customer's full profile.

How is Lifetime Spend worked out?

It is what the customer actually paid on confirmed, active and completed bookings, minus refunds, and it does not include security deposit holds.

What does the Communications tab show?

Every email sent to or received from the customer (the latest 500), with its type and a status such as Sent, Delivered, Opened, Clicked, Bounced, Failed or Received. If there is nothing it says "No emails sent to this customer yet".

How do I email a customer from their profile?

Press Send Email (it only shows when the customer has an email address). See Emailing one customer directly.

Why is Send Email missing, or the Send button off?

Send Email is hidden when the customer has no email. In the composer, Send stays off if the subject or message is empty, or if the customer has turned off booking emails ("This customer has turned off booking emails, so this message can't be sent to them").

Documents, cards and notes

How do I upload a customer's license or insurance?

On the Documents tab pick License, Insurance or Endorsement in the type menu, then press + Upload document. Files can be PDF, JPEG, PNG, WebP, HEIC or HEIF, up to 20 MB. See Storing a customer's ID and documents.

Why does my document say Pending, not Verified?

Newly uploaded documents show Pending. The Documents tab has only a View button, with no button to change a document to Verified.

How do I save a card for a customer?

On the Payments tab press + Add card and complete the card form, which is handled by Stripe. Renta never sees the full number. See Saved cards on a customer's account.

How do I remove a saved card, and why can't I?

Press Remove beside the card and confirm "Remove this card?". If the card is attached to a scheduled charge that has not run yet, it refuses with "This card has a scheduled charge that hasn't run yet — cancel or reassign it before deleting the card."

What does the Default badge on a card mean?

It marks the customer's default card. There is no button on the tab to change it.

How do I add a note to a customer?

On the Notes tab press + Add note, type in "Write a note..." and press Save. Each note is added to the running notes with a date and time. Photos go in the Photos section with + Add photo. Customers never see notes or photos. See Internal notes and photos on a customer.

How do I see a customer's full driver's license number?

The Driver License card shows only the masked number and the state. Owners and managers see a Reveal full number button, and the number hides again after 30 seconds. Everyone else sees "Only owners and managers can view full license numbers." See Viewing a customer's driver's license number.

Archiving and deleting

What is the difference between Archive and Delete Customer?

Archive marks the record archived and keeps all bookings and cards. Delete Customer permanently removes it. You only see one of them: Archive appears for a customer with booking or saved-card history (and Unarchive for an archived one), and Delete Customer appears only for a customer with no history at all. A practice customer is the exception: it can show Archive together with a greyed-out Delete Customer. See Archiving or deleting a customer record.

Why can't I delete this customer?

They have a booking or a saved card, so Renta only offers Archive. If a delete is attempted anyway and the customer has existing bookings, Renta shows the message and a "Bookings to clean up" list.

Why is "Delete Customer" greyed out on a practice customer?

Practice customers are built in and can't be deleted (hover "Why can't I delete this?").

Can I bring an archived customer back?

Yes. Open the customer and press Unarchive.