Handle overdue customers
Overdue customers have not returned after their due date. Ferbz flags them prominently so your staff can follow up before they are lost to a competitor.
Identify overdue customers
Open the Daily Queue. Overdue customers appear at the top with a red badge showing how many days they are past their due date. The more days overdue, the higher the urgency.
Check if a reminder was delivered
Click the customer's name. The Activity section shows whether the WhatsApp reminder was Sent, Delivered, or Failed. If it Failed, click 'Retry' to resend.
Send a follow-up message
For customers 5+ days overdue who have not responded, click 'Send follow-up'. This uses the follow-up template (slightly different in tone from the original reminder) and sends immediately.
Call the customer directly
For customers 10+ days overdue, direct phone contact is most effective. The customer record shows their phone number at the top. A 30-second call recovers most customers at this stage.
Record what happened
After contacting the customer, add a note (e.g. 'Customer travelling, will come back July 15') and update their expected follow-up date manually. This moves them off the overdue list.
PRO TIP
The critical window is 15–60 days overdue. Customers who haven't returned in 90+ days are still reachable but the recovery rate drops to under 30%. Act early.
Still need help? Contact our support team — we typically respond within 2 hours.