Note: Some report options may vary or be limited in Onde.Light.
The Clients Report contains the contact details and order activity of your customers across every order source: apps, web app, operator app, third-party operator API, and Taxi butler. Use it to:
Reach your customers. Launch referral or SMS campaigns for specific users, or send newsletters about discounts, holiday rates, and new services.
Track customer activity. Compare activity across reporting periods and build a list of top customers for loyalty programs.
Manage cancellations. Use the number of cancelled orders to adjust cancellation fees, and to identify customers who abuse the system, for example with fake orders, fraudulent cards, or harassment of drivers.
Below are the report columns and what they mean. The letters match the column letters in the exported file.
Column | Field | Description |
|---|---|---|
A | Passenger ID | Unique customer ID generated by the system. |
B | Passenger source | Where the customer profile comes from. External: orders made from the apps and web app. Company: orders made from the operator app, third-party operator API, and Taxi butler. |
C | Name | Customer’s name. |
D | Customer’s email. Trip summaries are sent to this address. The field is empty for orders from the operator app, web app, and Taxi butler. | |
E | Phone | Customer’s contact number. |
F | Company note | A note about the customer that isn’t visible to them. An operator adds it in the operator app. The system links it to the customer’s account and fills it in automatically whenever a new order is entered for that customer. |
G | Profile state | Active: a registered user (orders through the app or web app). Invited: an unregistered user (orders through the operator app, third-party operator API, or Taxi butler). Closed: a blocked customer profile. |
H | Client documents | Text documents the customer has added in the customer app, if the Additional documents option is enabled. |
Column | Field | Description |
|---|---|---|
I | Total orders | Number of orders the customer placed during the reporting period. |
J | Paid orders total (currency) | Total the customer paid for rides during the reporting period. |
K | Unpaid orders total (currency) | Total the customer hasn’t paid for rides during the reporting period. |
Column | Field | Description |
|---|---|---|
L | CANCELLED_BY_DISPATCHER | Orders cancelled by an operator. |
M | CANCELLED_BY_DRIVER | Orders placed by the customer and cancelled by drivers. |
N | CANCELLED_NO_PASSENGER | Orders that ended because the customer didn’t show up. The driver can select this reason if the customer hasn’t reached the pickup location after more than 5 minutes. The customer is charged a cancellation fee, if one is set. |
O | CANCELLED_DECIDED_NOT_TO_GO | Orders cancelled because the customer decided not to go. The customer is charged a cancellation fee, if one is set. |
P | CANCELLED_NO_TAXI | Orders cancelled by the customer because the driver was late: more than 3 minutes past the ETA and more than 200 meters from the pickup location. The driver is charged a cancellation fee, if one is set. |
Q | CANCELLED_DRIVER_OFFLINE | Orders cancelled because the driver was offline for more than 10 minutes. |
R | CANCELLED_SEARCH_EXCEEDED | Instant orders cancelled because no driver was found: after 3 minutes for the customer app and 15 minutes for the operator app. |
S | CANCELLED_EXPIRED | Pre-orders cancelled because they were never started. Pre-orders with no assigned driver are cancelled at the pickup time. Pre-orders with an assigned driver are cancelled 2 days after the pickup time. |
T | FINISHED_PAID | Orders finished with “Paid” status during the reporting period. |
U | FINISHED_UNPAID | Orders finished with “Unpaid” status during the reporting period. |
