WineDirect categorizes customers using the following "Contact Status": 


Prospect

1st Time Customer

Repeat Customer

Club Member


This information is included in Wine Direct order detail, but sometimes this field is blank for some orders.  VinDashboard uses this Contact Status to determine Customer Type.  Any order with a [Blank] Contact Status is shown as "Other" Customer Type in VinDashboard reporting.


A brief explanation of these Contact Statuses is provided below, but please refer to WineDirect's documentation for more detail on how WineDirect classifies contacts.

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Prospect

May/may not have email address 

$0 order value


Note: it is possible for a Prospect to have a single order, which has some value. One business scenario that gives this result is when an email address was provided for a receipt for a "Guest Customer" (after the order is processed and marked complete.) In this case the WineDirect LTV and Contact Status is not updated in the customer statistics/data.  These types of order will have a blank Contact Status and will appear in the Other customer VinDashboard bucket.  A second order under this contact would convert Contact Status to "Repeat Customer".  See additional notes at the bottom of this article.


1st Time Customer

May/may not have email address

$+ order value

1 order


If a Guest Customer Order is Held and then Resumed on the POS, it creates a "No Name" Customer, which WineDirect classifies as a 1st Time Customer.  Can also be a prospect who buys for first time or is a Quick Add on the POS has created a contact before check out.


Repeat Customer

Customer with a Contact record (email, name etc), who is not a current Club Member and has 2+ orders. Could be a cancelled Club Member.


[Blank] Customer

Likely to be a Guest Customer.  Order was not put on hold as no contact was created prior to checkout.  Order value can be >$0.  Email address for receipt may/may not be given. Contact may or may not be created.  It will be created if they provide email.  Billing Name within the order may have been pulled from credit card but no contact will be created for that order.  See additional notes below.


Additional Notes

If a guest customer order is put on hold, it will become a prospect or 1st time customer “contact status” but instead of Guest Customer it will have “no name”.  WineDirect as a POS feature: “Clear Contact” (released March 2019) which allows changes to be made to a resumed order; this allows a “No Name” contact to be converted back to simple Guest Customer.


Entering a name/email Address for an email Receipt will result in a new contact being created BUT since the new contact is created after the order transaction is processed, it will not count the transaction as the "first transaction".  The email receipt box appears after the order has been processed.