Lapsed Customers - Report

The Lapsed Customers report provides a detailed overview of all customers who have not made a booking since your selected From date. Once you choose this date, the report will display every customer who has become inactive from that point onward, helping you identify clients who may benefit from follow‑up communication or re‑engagement efforts.

This report is especially useful for analysing retention trends, spotting periods where customer activity has slowed, and supporting targeted outreach to encourage previously active customers to return.

To access the Lapsed Customer Report, go to Reports > Customers > Lapsed Customers.

Using the date picker, select the from date for the period you want to review. This report will then display customers with at least one booking, who have not made a new booking since the selected date.

Here, you can see all customers who haven’t booked with you since the date you choose.

The report will populate with.

• Customer Name
• Address
• City/Suburb
• State/Region
• Postcode
• Home Phone
• Mobile Phone
• Business Phone
• Email
• Secondary Contact - Name
• Secondary Contact - Phone
• Secondary Contact - Email
• Pets
• Customer Type

The Search bar lets you quickly look up customers.

To help you search efficiently use information like:

• Customer Name
• Pet Name
• Address
• Phone Number

Click the   Filter icon in the top right corner to open the filtering menus, where you can narrow your search using specific criteria.

Select Location - Enables you to filter by location when using the multi location plans.

Select Area - Enables you to filter by Area such as Daycare, Boarding or Grooming.

Hide Inactive - Enables you to filter by active or inactive customers.

If you want to show more or fewer entries on the page, use the Show Entries dropdown in the top‑right corner.

The system defaults to showing 10 entries to help reduce server load, but you can increase this up to 5,000 entries if needed. 

You can also export the displayed data in different formats at any time for reporting or backup purposes:

Print – Generates a printer-friendly version of the current data for easy hard-copy reference or record-keeping.

Excel – Exports the data to a Microsoft Excel (.xlsx) file, ideal for sorting, filtering, and advanced data manipulation.

CSV – Downloads the data as a Comma-Separated Values (.csv) file, useful for importing into other software or databases.

For More Information

On new customers created view - New Customers - Report

On creating a marketing email campaign view - Email Campaigns