Customers and customer lists

Every booking, payment, membership, and credit a customer touches on Thril rolls up into a single customer record, and those records together are your venue's CRM. This is where you understand who your customers are, segment them into lists, and feed those lists straight into emails and announcements. Customer data is stored in Thril, so a customer's lifetime value, last visit, and consent status are current. Dynamic list membership is refreshed separately and follows the schedule described below.

This page covers what you can see and do with customers, how to build lists that target the right people, and how to bring existing customer data in from elsewhere.

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The customers view

Customers in the sidebar shows your customer base with a rich set of columns: name, email, phone, credits balance, lifetime value, reservations, events attended, whether they hold a membership, whether they have an active recurring reservation, language, customer since, customer number, and tags. Several of these are shortcuts: click a customer's credits, reservations, events, or memberships figure to jump straight to that tab in their profile.

By default the view spans your whole company. If a venue is active it pre-filters to that venue, but you can clear the filter to see every customer across all venues. Two filters shape the table:

• Venue, to narrow to a single location.
• Customer list, to show the members from the list's most recently successful sync. Dynamic lists are refreshed separately from the customer record.

Search matches names as you type, and also resolves an exact email address or phone number, so you can find a specific person fast.

Tags

Tags are applied automatically from a customer's activity, so they always reflect reality:

• New customer for someone with one reservation or none yet.
• Banned while a ban is active on the customer. See Banning a customer.
• Netvisor customer when the customer is linked in your Netvisor accounting integration (shown on the customer's profile).

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A customer's profile

Opening a customer reveals their full history across tabs: Details, Reservations, Events, Credits, Memberships, Session cards, Payments, Invoices, Receipts, and Discount groups. A few are worth calling out.

Credits

The Details tab shows the total available credits. When some of those credits carry an expiry date, an itemised list breaks them down by amount and expiry, so you can spot batches running out soon. The Credits tab holds the full transaction history and lets you add or subtract credits manually. See Credits for how credits and expiry work.

Payments

The Payments tab is the customer's complete payment history across reservations, events, shop products, and more. Each row shows the items, total including tax, payment method, creation time, and status. Filter by creation date, succeeded date, or status to find a specific transaction. For each payment you can:

• Complete payment when it is in a requires-action state, choosing how it was settled: cash, card, sports benefit, or invoice. Choose Payment waived to mark it uncollected without recording a method.
• Refund a succeeded payment that has not already been fully refunded.
• Copy payment ID for support or reconciliation.

Receipts

The Receipts tab lists receipts for the customer's succeeded payments. Each receipt can be downloaded as a PDF by clicking the download button on that row. The receipt includes the payment details, items, and amounts, and is suitable for forwarding to the customer or for bookkeeping purposes.

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Banning a customer

A ban stops a customer from booking or taking part at your venues. It covers your whole company, not just the venue you are in, and it always has an end date.

Open the customer and choose Ban customer from the Actions menu. If they are already banned, the same item reads Edit ban.

Scopes

Pick at least one scope. Each one has its own end date, so you can ban a customer from reservations for a month and from participation for a year.

• Ban from reservations stops the customer from making new court and resource reservations, and from booking services.
• Ban from participation stops the customer from joining events, leagues, and tournaments.

Set Ends with the date picker, or use the 1 month, 1 year, or 100 years shortcut. The date must be in the future. The ban lifts itself when that date passes.

Reason and notification

Reason is internal only. The customer never sees it.

Tick Send ban notification to customer to tell them. They get a notification in the Thril app and an email that names the scopes they are banned from and the date each one ends. The message is sent under your chain name, or under the names of your active venues if you have no chain name. The reason is not included.

Leave the box unticked to apply the ban silently.

Seeing and lifting a ban

While a ban is active the customer carries the Banned tag, and the Details tab of their profile shows a Reservations and a Participation row with Banned until the end date.

To lift a ban before its end date, open Edit ban, clear the scopes you want to release, and click Save changes. Clearing both scopes removes the ban entirely.

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Adding a customer

You can create a customer manually with just a first name, last name, and email; a phone number is optional. The record is created for your active venue.

What happens next depends on the email:

• If the email already belongs to a Thril account, the customer is linked to that existing account rather than creating a duplicate.
• If not, a new Thril account is created for them.

Creating a customer who already exists at your venue is a safe no-op: Thril will not produce a duplicate. When you edit a customer later, note that core details like name and phone are part of their Thril account and so changes apply platform-wide. The advanced options when editing let you set a baseline lifetime value and reservation count, which is how you carry over history from a previous system so your statistics stay meaningful.

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Customer lists: segmenting your base

Lists are how you turn a large customer base into targeted audiences. A list can be used as a quick filter on the customers table, exported as a CSV, and selected as the recipients of an email or announcement. The list view shows each list's name, type, venues, size, creation date, and when it last synced.

There are two kinds, and the difference matters:

• Dynamic. Defined by filters. Thril refreshes the membership immediately after you create or edit the list, then automatically every 24 hours. Changes to customer data can therefore take up to 24 hours to affect membership.
• Static. A fixed snapshot of customers captured at the moment you create it. It does not change afterwards, which is exactly what you want when you need a stable group, for example the attendees of one specific event.

When you create a list you give it a name and optional description, choose the type, and optionally restrict it to specific venues (leave this empty to include customers from every venue). A live preview shows who currently matches as you build. The first list membership is calculated before the list is created, so a new dynamic list is ready to use immediately.

What you can filter on

Dynamic lists draw on the full picture Thril holds about a customer. The available filter fields are grouped:

• Activity: number of payments, number of reservations, last reservation date, reservation sport types, whether they hold an active recurring reservation, and what they have taken part in: events, event series, courses, and event sport types.
• Customership: name, language, gender, age, customer since, customer imported at, venue credit balance, lifetime value, memberships held, and session cards held.
• Marketing: email marketing consent.
• Other: whether they have the Thril mobile app.

Each field offers operators suited to its type:

• Counts and amounts (reservations, payments, lifetime value, venue credits, age) use greater than, greater than or equal to, less than, less than or equal to, equal to, and not equal to.
• Dates (customer since, customer imported at) use the same comparisons against a specific date.
• Last reservation date uses relative operators: more than X days ago, less than X days ago, before, after, and between two dates. This is what powers "lapsed customer" and "recently active" segments.
• Lists of things (sport types, events, event series, courses, memberships, session cards) use is one of.
• Name uses contains.
• Yes/no fields (marketing consent, has the app, has a recurring reservation) and language/gender match an exact value.

Participation filters

Four fields cover what a customer has taken part in, so you can reach a whole audience without picking one class at a time:

• Events. A specific event you choose from a list.
• Event series. Every occurrence of a recurring event, so a weekly class reaches everyone who has ever been to it.
• Courses. Enrolment on a course, at any time. A customer who took the beginners' course two years ago still matches, and a course that has ended or been cancelled still counts.
• Event sport types. Everyone who has taken part in an event of a given sport, including course classes.

All four mean a confirmed signup, not attendance. Somebody who signed up and never showed up is on the list, because the attendance mark is a separate record. Cancelled events and cancelled signups are always left out. A course waiting-list place is not an enrolment, so a queued customer does not match the course filter.

Combining filters

Filters combine with clear logic. Within a group, every condition must be true (AND). Separate groups are alternatives, where matching any group is enough (OR). So you might build:

• Group 1: marketing consent is accepted AND last reservation more than 90 days ago, to win back lapsed but contactable customers.
• OR Group 2: lifetime value greater than 500, to keep your best customers in the audience regardless of recency.

Example lists worth building

• Active and contactable: marketing consent accepted, at least one reservation. Your default marketing audience.
• Lapsed players: last reservation more than 90 days ago. Pair with a win-back offer.
• High value: lifetime value above a threshold you choose. For VIP perks and previews.
• Single-sport fans: sport types is one of padel. For sport-specific campaigns.
• App adopters / non-adopters: has the Thril mobile app, true or false. To nudge the rest to install it.

The participants of any list can be reviewed (name, email, phone, and date added) and exported as a CSV for use elsewhere.

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Importing existing customers

You can bring an existing customer base into Thril with Import CSV from the customers view. Pick the source that matches where your data comes from, and Thril parses the file accordingly:

The Thril format goes well beyond names and emails. Alongside first name, last name, and email (the only required columns), it accepts phone number, gender, date of birth, language, email marketing consent, customer-since date, credits and a credit expiry date, internal notes, a membership name and expiry, country, and baseline lifetime value and reservation count. Files can be up to 10 MB, and Thril detects the encoding and delimiter automatically.

Preview before you commit

After uploading, a preview shows the parsed rows so you can check them before confirming. It surfaces a few helpful columns:

• Detected memberships: membership names from the file matched (by exact name) to your existing Thril memberships, including company-global ones.
• Original membership names: the raw text from the file, so you can spot a name that did not match.
• Credits with expiry: the expiry date shown beneath the credit amount when the file includes one.

Rows that fail validation are listed separately with the reason and are skipped, so a few bad rows never block a good import.