18Your customers · 5 min read
Customers
In the appCustomers → Customers
Every avatar who buys from you gets a customer record. Here you see who your buyers are, resend a lost item, or ban someone who causes trouble.
The Customers list
Four cards sit on top, counted over all your customers. Each card’s i explains what it counts. Click a card to filter the list to those customers, and click again to clear.
| Card | Who it counts |
|---|---|
| VIP customers | Your top 10 % by what you keep from their purchases. Until you have 10 paying customers, it reads “needs 10+ paying customers”. |
| New this week | First purchase in the last 7 days. |
| Dormant (2y+) | No purchase for two years or more, with what you kept from their purchases. |
| Rezzday today | Customers who bought from you in the last 2 years and whose Second Life rezzday is today (SL time). With Rezzday gifts on, the line under the number says how many got their code today. |
The chips under the search box filter too: VIP, Loyal (5 purchases or more), New (first purchase in the last 30 days), Returning (last purchase 30 to 90 days ago) and Inactive (no purchase for 90 days). With only a few buyers, most cards read 0. That’s normal.
Each row shows the avatar, their purchases, their spend, and their first and latest purchase (store visits are in Visitors). The Gross / You keep switch sets the spend column, before discounts or after discounts, partner shares and the Plurion fee. A cyan in store pill means one of your visitor counters saw them in the last 15 minutes.
Rezzday gifts
Under the cards, Rezzday gifts has a switch and a discount (5 to 50%). When it’s on, each customer who bought in the last 2 years gets a personal code on their Second Life rezzday (one use, valid 14 days). Your DropBox sends it to their local chat from 8 am SL time, and it also waits in their customer hub. Switching it off doesn’t cancel codes already sent. The panel counts codes sent and used, which don’t show in Promo codes. It needs Plurion vendors, so it’s grayed out on the Viewer plan.
Quick view and full profile
Click a customer for a quick view on the right, with their sales, what you keep, their favorite product and their ten latest purchases. View full profile, at the bottom, opens the rest.
The full profile shows Purchases, Lifetime value, You keep, Customer since (their first purchase), a Store credit card when they hold a balance, then every purchase, newest first.
Helping a customer who lost an item
- Redeliver on a purchase in the full profile (Send in the quick view) sends the item again from your DropBox, free, except for gacha pulls. For other purchases (imported, Marketplace, online shop), it’s in their detail (ⓘ). An imported sale must be mapped to one of your products first.
- Share redelivery link, at the top of the profile, copies a one-time link to their page at your shop, valid 15 minutes. There they get back every item they’re allowed to. Send it while they’re online.
Both are for the owner and admins, and for a CSR from the customer’s open support ticket. Managers can open Customers but can’t send anything.
Banning a customer
You can ban an avatar who causes trouble (a scam, a chargeback, harassment). A ban is per shop. Other merchants don’t see it and aren’t affected. The levels add up. Each one also blocks what the level before blocks.
| Level | What it blocks | In practice |
|---|---|---|
Level 1 | New purchases | They can’t buy from your vendors or gacha machines, buy credit at your Plurion Terminal or spend credit in your online shop. If they pay a vendor or a machine anyway, their L$ go back to them automatically. |
Level 2 | + Redelivery and product updates | They can’t get an item again on their own page, you can’t redeliver to them, and they are left out of product updates. |
Level 3 | + Your land | If one of your visitor counters sees them on land your avatar owns, they’re ejected with a private message. |
Two ways to ban
- From a profile. Click Ban (Manage ban if they’re already banned), pick a level, add an optional reason (only your team sees it), then click Ban. The profile shows “Banned · Lv N”. To lift it, click Manage ban → Unban.
- Before they ever buy. On Customers, click Ban an avatar and type their name. The in-world lookup can take up to a minute. If it finds nothing, paste the avatar’s key (UUID). Only Level 1 and Level 3 are offered, since there’s nothing to redeliver yet.
Banning and unbanning are for the owner and admins.
Erasing purchase proof
If a buyer asks to be forgotten (GDPR), open their full profile, click ⋯ next to Ban, then Erase purchase proof…. Type their name to confirm, then click Erase permanently. This deletes their proof of purchase for your shop, so they can never get those items again through Plurion. Your sales records, revenue and split history stay untouched. It can’t be undone, and only the owner and admins can do it.