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Customer Tiers ​

Overview ​

Customer Tiers (also known as VIP Tiers) allow you to segment customers into different levels based on their engagement, spending, and loyalty. Customers automatically move between tiers based on qualifications you set, and receive exclusive benefits when they enter a tier.

Unlike static customer segments, tiers are dynamic and automatically update as customers meet or fail to meet qualification criteria. This creates a progression system that motivates customers to increase their engagement to reach higher tiers and maintain their status.

Key Benefit: Automate customer segmentation and reward progression while incentivizing increased engagement and spending.

How It Works ​

Customer Perspective:

  1. Customer meets tier qualifications (spending, points, orders)
  2. System automatically assigns customer to appropriate tier
  3. Customer receives tier benefits (multiplier, bonus points, tag)
  4. Customer can see their tier and benefits (if tier is visible)
  5. Customer maintains tier while qualifications are met
  6. Customer may upgrade to higher tier or downgrade if qualifications change

Merchant Perspective:

  1. You create tiers with qualifications and benefits
  2. You order tiers from lowest to highest
  3. System automatically evaluates customers against tier criteria
  4. Customers are assigned to highest tier they qualify for
  5. You can manually trigger syncs when needed
  6. You monitor tier distribution and movement via analytics

Example:

Tier Structure:
Bronze (entry tier) → Silver → Gold → Platinum

Gold Tier Configuration:
Qualifications (all must be met):
- Total lifetime points earned: ≥ 5,000 points
- Order volume: ≥ $500 spent in last 90 days
- Has customer tag: "email_subscriber"

Benefits:
- 1.5× point multiplier on all earnings
- 500 bonus points (awarded once)
- Customer tag: "gold_tier"

Customer Journey:
1. Customer earns 5,000th point → Qualifies partially
2. Customer spends $500+ in 90 days → Qualifies partially
3. Customer subscribes to email → All qualifications met
4. System assigns Gold tier → Receives 500 bonus points
5. All future point earnings multiplied by 1.5×

Global Settings ​

Enable/Disable Customer Tiers ​

Toggle the entire customer tier program on or off.

When Enabled:

  • All tier qualifications and benefits are active
  • Customers are automatically evaluated and assigned to tiers
  • Tier benefits apply to customer activities
  • Analytics and statistics are tracked

When Disabled:

  • No tier qualifications are evaluated
  • No tier benefits are applied
  • Existing tier assignments are preserved but inactive
  • When re-enabled, all customers are automatically resynced

Use Case: Disable temporarily during major changes or testing, then re-enable to restore the program.

Sections ​

Tier Configuration → ​

Learn how to create and configure tiers:

  • Tier title, icon, and visibility
  • Tier order and hierarchy
  • Qualifications (tag/segment, large order, order volume, lifetime points)
  • Benefits (tag, segment, multiplier, bonus points)
  • Multiple qualifications and benefits

Tier Management → ​

Learn how to manage tiers:

  • Creating, editing, and deleting tiers
  • Enabling and disabling tiers
  • Reordering tier hierarchy
  • Automatic and manual syncing
  • Tier assignment logic

Analytics → ​

View tier performance and customer distribution:

  • Current tier distribution
  • Tier movement (joins and exits)
  • Time series charts
  • Statistics dashboard

Common Tier Structures ​

Progressive Spending Tiers ​

Bronze (Entry): No requirements Silver: $500 order volume in 90 days Gold: $1,500 order volume in 90 days Platinum: $5,000 order volume in 90 days

Goal: Reward customers based on cumulative spending.

Engagement-Based Tiers ​

Member (Entry): No requirements Enthusiast: 2,500 lifetime points Champion: 7,500 lifetime points Legend: 20,000 lifetime points

Goal: Reward customers for loyalty program participation.

Hybrid Qualification Tiers ​

Silver: 3,000 lifetime points + $750 in 90 days + email subscriber Gold: 7,500 lifetime points + $2,000 in 90 days + email subscriber

Goal: Combine spending, engagement, and marketing opt-ins.

Key Concepts ​

Automatic Tier Updates ​

Tiers are automatically updated when:

  • Customer tags or segments change
  • Orders are paid or fulfilled
  • Points are earned
  • Tier configuration changes

Tier Assignment Logic ​

Customers are assigned to the highest tier they qualify for:

  1. System checks tiers from highest to lowest
  2. For each tier, checks if all qualifications are met
  3. Assigns customer to first tier where all qualifications pass
  4. Applies that tier's benefits

Example:

Customer qualifies for Bronze, Silver, and Gold
→ Customer is assigned to Gold (highest)

Tier Benefits ​

Benefits are applied when customer enters tier and removed when they leave:

Persistent:

  • Bonus points (awarded once, never removed)

Dynamic:

  • Customer tags (removed on tier loss)
  • Point multiplier (removed on tier loss)

Summary ​

Customer Tiers provide a powerful way to segment your customers based on their engagement, spending, and loyalty while automatically rewarding progression through your loyalty program. By setting clear qualifications and meaningful benefits, you create a motivation system that encourages increased engagement and spending.

Explore the sections above to learn how to configure tiers, manage tier assignments, and monitor tier performance through analytics.