Customers and support

Updated October 31, 2026

Most support questions from your customers are about one of three things: how many days they have left, whether a payment went through, or when their next delivery arrives. Sahen keeps all three on one customer profile. This guide explains how to find that information and who to contact when something goes wrong.

Customer profiles belong to your kitchen

Each customer profile belongs to one kitchen. If the same person also orders from another kitchen that uses Sahen, the two profiles are separate: different packs, credits and addresses, and neither kitchen can see the other's data.

You can add a customer yourself from Customers → New customer with a name, phone number, optional email and an address with its delivery zone and map pin. Customers who subscribe in the app or on your web page appear here on their own.

Finding a customer

Use the search in the console: type a name and the customer appears with their phone number.
Or open Customers and pick from the list.

A customer's profile shows their contact details, addresses, packs, payments and days left. From there you can open any pack to see its schedule, skips, pauses and invoices, or start a new subscription.

Reading the credit ledger

The Credit ledger section on the profile lists every change to the customer's meal credits: credits added when a payment was confirmed, one used at each daily cutoff, credits returned when the kitchen cancelled a delivery, and credits zeroed when a pack was cancelled. Each line shows when it happened and why, such as the invoice reference.

The ledger is read-only. Nobody edits a balance directly; it changes only through the actions that create these lines, so you can always explain how a customer reached their number. If the balance looks wrong, check:

Whether the pack's invoice has been confirmed. Credits are added only then. See payments and invoices.
Whether a delivery was cancelled, which returns credits and adds a replacement day.
Skips and pauses, which never use credits but move the end date. See skips, pauses and patterns.

Common actions on a pack

From a pack's options your team can skip or move days before cutoff, pause and resume, switch the customer to another program, or cancel the pack. Cancelling explains each consequence before you confirm it: remaining days, credits zeroed, what was already delivered and which invoices are marked refunded. Money is returned outside the app.

Blocking a customer

If you need to stop someone ordering, open their profile and choose Block customer. Their email and phone stop signing in, the app signs them out, and they cannot start new packs. Past packs, invoices and the ledger stay. You can add a reason only your team sees. Block customer is disabled while any of their packs is open; cancel the pack first.

Account deletion requests

Customers can delete their own account in the app from Account → Delete account. Deletion is refused while they have an open pack, including one waiting for payment; the app tells them which pack is open and points them to support. Once the pack is finished or cancelled, deletion works. Their name, contact details, address details, push tokens and sign-in are removed; past orders and invoices stay in your records without their personal details.

Customers who cannot use the app can request deletion by email from the account deletion page linked from your app's support page.

Your support contacts in the app

In your business settings, add the kitchen's support phone, email and WhatsApp. They appear in the app under Account → Support, so customers reach your team, not Sahen. Customer emails carry your kitchen's name and logo.

When to write to Sahen

Your customers should always contact your kitchen first. Write to support@sahenos.com when:

Something in the console or the app does not behave as these guides describe.
A cutoff, payment or delivery looks wrong and the ledger does not explain it.
You need a setting only Sahen staff can change, such as your kitchen short code or your country.
You want to change your plan or add the branded app; see pricing.

Include the customer's name, the pack and the date, so we can find it quickly.