A Simple Way to See Which Customers Have Not Returned — and Who Deserves Attention First
A money transfer store with 500 active customers may have 60 or 80 who used to send consistently but have not returned in the last 30 days. Some of those relationships are still recoverable. But only if the store knows they exist.
Most stores running on separate provider portals never see this list. The information is there — scattered across three or four systems — but nobody has the time or the tools to pull it together. So those customers disappear quietly, and the store never knows why volume is slowly declining.
MsB Manager makes that list visible in seconds.
How the Inactive Customers Report Works
In MsB Manager, the store opens the Reports section and selects Inactive Customers.
The first decision belongs to the store: how many transactions should a customer have completed in the last 12 months to appear on the list? Options include 1, 2, 5, or 10 transactions. This filters out occasional senders and focuses attention on customers who were actually part of the store’s regular operation.
The report then shows every customer who meets that threshold but has not sent money in the last 30 days or more — up to 365 days of inactivity.
For each customer, the report displays:
- Days since the last transaction
- Customer name
- Phone number when available
- Number of transactions completed in the last 12 months
That last column is what makes the list actionable. A customer who sent 12 times in the past year and has been gone for 45 days is a very different situation from someone who sent twice and disappeared. The report shows both — so the store can decide where to focus first.
Why the Transaction Count Changes Everything
Most inactivity lists show who is gone. This one shows who matters.
A customer with eight transactions in the past year represents an established relationship — someone who chose your store repeatedly, trusted your staff, and built a sending habit. When that customer stops coming, it is worth understanding why.
A customer with one transaction may simply have been passing through.
By combining inactivity with transaction history, the report gives each store the context to make that judgment themselves — without any system deciding it for them.
Export, Notes, and Day-to-Day Use
The report can be exported to Excel for stores that prefer to work with spreadsheets — to assign follow-up tasks, create outreach lists, or add internal notes.
Inside MsB Manager, each customer profile includes a Notes field where staff can record what happened when they reached out. If the customer explains they moved, no longer need to send money, or switched to another service, that context stays in the system. Any authorized staff member can see it later — so the store does not repeat the same outreach and already understands the relationship history.
Some stores also use the Customers screen directly, which is ordered by most recent transaction. Scrolling to a specific date shows which customers last sent money on that day — another simple way to review activity without relying on memory.
What This Looks Like in Practice
Imagine a store that runs this report for the first time.
Forty-three customers appear — all of them sent money at least five times in the last year, none of them in the last 30 days.
The store had no idea. Daily operations were busy, the counter was active, and nothing felt wrong. But a substantial amount of recurring transaction volume was sitting in a list that had never existed before.
Some of those customers will not come back. But some will — and the store now has the information to find out which ones.
Final Thought
Identifying inactive customers does not require complicated systems.
It requires one clear list: who used to send consistently, and who has not returned recently. MsB Manager generates that list automatically, across every provider the store works with, without anyone having to search through separate portals or build a spreadsheet from scratch.
The store sees the list. The store decides what to do next.
Want to see which customers have not returned to your store? Request a free demo →
Frequently Asked Questions
What does the Inactive Customers Report in MsB Manager show?
It shows customers who completed a minimum number of transactions in the last 12 months but have not sent money in the last 30 days or more. Each customer is listed with their name, phone number, days since last transaction, and transaction count — so the store can prioritize who to contact first.
Can the store choose which customers appear in the report?
Yes. The store selects the minimum number of transactions a customer must have completed in the last year to be included. This allows each store to focus on the relationships that matter most to their operation.
Does the report work across multiple remittance providers?
Yes. MsB Manager consolidates customer activity across all configured providers, so the report reflects each customer’s full transaction history in the store — not just activity from one provider.
Can the report be exported?
Yes. The report can be exported to Excel for additional filtering, sorting, or internal use.
Related Articles
- How to Identify Inactive Customers in a Remittance Store →
- How to Recover Lost Customers in a Remittance Store →
- Why Customers Leave Your Remittance Store →