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A customer's Orders tab listing their past and current orders

Customers > [customer] > Orders

Open in TWICE Admin

customers
Read three tabs on the customer’s profile to answer what this person has had and how it came back. Someone is on the phone about a deposit you kept last summer, or at the counter wanting the same kit as last time, or you are deciding whether to sell them something expensive. Expect all three tabs to be views of their orders. Nothing here records interest, intent or preference; it records what they actually took.

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Prerequisites

Required permissions: customers:customer in view, plus customers:customer_orders, customers:customer_listings and customers:customer_stock_items in view for the respective tabs. All four system roles hold these. See Users & Roles.
Know before you read:
  • Everything is order-derived. A customer with no orders has three empty tabs, however long they have existed as a record.
  • History follows the record, not the person. Two profiles for the same human split their history. See the pitfalls.

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The walkthrough

1

Start with Orders for the shape of the relationship

Read the Orders tab first. It lists every order this customer is on, with its dates, state and value, and it is the only one of the three that shows the arc: how often they come back, whether orders grow or shrink, whether anything is still open.Open the order from its row for the detail of what was on it, what was paid and what came back. The tab is an index rather than a substitute for the order.Read the gaps on a repeat customer. Someone who ordered monthly and then stopped six months ago is a different conversation from someone who orders every spring.
2

Use Listings for what they choose

Open the Listings tab for the “same as last time” answer. It shows the listings this customer has ordered, each row carrying the date and the order reference it came from, and the reference takes you to the exact configuration.
This is a record of what they ordered, derived from their orders, rather than a wishlist, a saved-items list, or anything they browsed. TWICE tracks transactions, not interest. A listing appears here because they took it.
3

Use Stock Items for which physical units they had

Open the Stock Items tab for the specific units, with the pickup date and the order they belonged to. This is the tab for disputes and for patterns, where a question about a unit and a question about a person meet.Follow the row to the order, or to the unit’s own history for everything that ever happened to it. Check it for a suspicion too: the same unit going out to the same customer repeatedly, or a customer who has had three of the four units you own.
4

Read the three together

Combine the tabs, because they answer different halves of one question:Read condition and damage on the unit rather than on the customer record, because that is where they stay true after the order closes. See Handle a return.
5

Check the Activity Log for the record's own history

Open the Activity Log for what was done to the record: fields changed, documents added, consent flipped, and by which member of staff. The three history tabs cover what the customer did.Use it for “who gave them that discount” or “when did this address change”, which is the internal question rather than the customer-facing one.

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How do I know it worked?

You have the answer when you can state it with a reference attached:
  • The order reference for the order in question, rather than “last summer”.
  • The specific unit, where the question is about condition or damage.
  • A date for anything the customer disputes.
If you cannot get to a reference, the history is telling you the record is wrong, usually a duplicate profile.

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Troubleshooting / common pitfalls

Almost always a duplicate profile. The order is attached to a different record for the same person: a second email, a name typo, or a profile created at a counter while another already existed.Check the customers table by surname, by phone, and by partial email rather than by the exact address you were given. Emails are unique per profile, so a second address is a second record with its own separate history.
Check whether they were the billing contact rather than the order customer, or the reverse. Both roles put a record on an order, and someone who only paid may not be who you were looking for.Open the order and read its Customers tab, which shows every record attached and in which role. See Create a customer profile.
TWICE does not track it. The Listings tab is what they ordered, derived from orders, and no browsing, saving or wishlisting is recorded anywhere.Treat listing history as a purchase record. Use your storefront analytics for anything about intent.
There is no per-customer item restriction. Nothing on the profile blocks a customer from a listing or a unit.Use the broader levers instead: customer tags with tag-restricted listings, or not assigning the unit at all. See Segment customers.
Archiving takes an order out of the table, so check whether it was archived rather than assuming it never existed.Look in Settings → Archived assets. See Cancel or archive an order.

Segment customers

Turning what you learn into a group you can act on.

Read a stock item's history

The other end of a damage question.

Customer Profile

Every field and tab the record carries.

Create a customer profile

Order customer versus billing contact.