A customer’s status is the one-word answer to “how should my team treat this person?” The badge is bright, visible, and travels with the customer across every screen that touches them.
The four statuses
- Active (green). Every customer starts here. Nothing special; just a customer in good standing. Most of your customers will always be Active.
- VIP (blue). Your best ones. High lifetime value, long relationship, the customers you want staff to recognise and reward. A VIP badge tells your packer “take the extra care; this person is worth it.”
- Caution (amber). Something’s come up. Past dispute, complicated order, relationship that needs handling carefully. Not a reason to refuse; a reason to pay attention. The badge alerts staff before they engage.
- Do Not Serve (red). You’ve decided not to sell to this person. Chargeback history, abuse, fraud, whatever warranted it. The badge makes sure staff see it before an order slips through.
Where it appears
- The customer profile: front and centre, top of page.
- The Intel Panel: on every order edit screen, beside the customer’s name.
- The customers list: coloured column, sortable and filterable. Show only Caution customers, filter to VIPs, whatever you need.
- Linked customers: if a customer is linked to one carrying Caution or DNS status, the linked-warning fires too.
Status isn’t tucked into a settings panel. It’s the first thing staff see when opening a profile or an order.
How it gets set
Manually, from the profile, with a note explaining why. With the audit log on, status changes are recorded there with the note and the operator. (Plain “I changed it because they were rude on the phone” notes are fine; helps the next person in the conversation understand.)
How it pays off in daily work
The practical value: speed at which your team gets the context they need.
- Packer opens an order, sees a VIP badge, spends the extra thirty seconds on presentation.
- CS staff fields an inquiry, sees a Caution badge, reads the notes before responding.
- Order comes in from a DNS customer, status flags before fulfilment, you refund the payment without dispatching.
Status isn’t a policy enforcer; it’s an attention signal. Staff still make the calls. The badge just makes sure the information is there before any call gets made.