We know the value a new customer brings and turning that first visit into their tenth shows your commitment to delivering the perfect customer experience. If they love what you do why wouldn't they come back?
So how do we define new and repeat customers?
A customer will be regarded as new if the customer:
- Does not exist in your customer database at all; or
- Was created in your customer database more than 365 days ago and has not had a Successful Appointment* at your venue in the last 365 days; or
- Was created in your customer database more than 365 days prior to making their next booking; or
- Was created in your customer database less than 365 days ago but has not yet had a Successful Appointment*.
In all other cases, a customer will be considered a repeat customer.
Where a customer indicates via the checkbox on booking whether or not they have visited your venue in the last 365 days and we also have data about that customer in the Connect client list, the customer database will take precedence.
Don’t forget to add your full customer details to Connect. By adding their name, email address and telephone number, we’ll know whether they’re a new or repeat customer.
If you believe an incorrect rate of commission has been charged on a booking:
If you believe someone has been incorrectly considered a new/repeat customer, you can contact us here and we'll investigate for you.
You'll need to provide reasonable proof of the customer being in your client list or alternative software prior to their Treatwell booking, or that they have had a successful appointment within the last 365 days.
You can find the full definition of new and repeat customers in our Partner Terms of Business here.
*A Successful Appointment is an appointment in Connect (whether booked on the Treatwell website or app, Widget or directly at your venue) in which you have successfully provided your services to the customer. This does not include consultations or patch tests.