Tier Management

Overview

This page explains how to manage customer tiers, including editing, deleting, reordering, and syncing tier assignments. It also covers the logic used to assign customers to tiers.

Managing Tiers

Editing Tiers

1. Navigate to Loyalty Program > Customer Tiers
2. Click on tier to edit
3. Modify any settings:
   • Title, icon, visibility
   • Qualifications and thresholds
   • Benefits and values
4. Click Save Tier
5. If qualifications or benefits changed, consider manually syncing customers

When to Edit:

• Adjusting qualification thresholds based on analytics
• Changing benefit values to balance program economics
• Updating tier names or icons
• Modifying visibility settings

Disabling Tiers

Individual Tier:

1. Open tier settings
2. Toggle Enable Tier to OFF
3. Save tier
4. Customers in this tier are reassigned to next qualifying tier
5. Tier remains in system but doesn't participate in evaluation

Global Program:

1. Navigate to Customer Tiers main page
2. Toggle Enable Customer Tiers Program to OFF
3. All tier benefits become inactive
4. Tier assignments preserved but not applied

Use Cases:

• Temporarily pause a tier during restructuring
• Test new tier before making it active
• Seasonal tier activation/deactivation

Deleting Tiers

1. Open tier settings
2. Click Delete Tier
3. Confirm deletion
4. Customers in this tier are reassigned to next qualifying tier
5. Historical tier assignment data is preserved in analytics

Before Deleting

Ensure customers currently in this tier can qualify for another tier, or they will drop to no tier assignment.

What Happens:

• Tier configuration is permanently deleted
• Customers in deleted tier are re-evaluated
• System assigns them to highest qualifying tier
• Historical data remains in analytics for reporting

Reordering Tiers

Tier order determines hierarchy (lowest to highest). The system assigns customers to the highest tier they qualify for.

Process:

1. Navigate to Loyalty Program > Customer Tiers
2. View all tiers in tier list
3. Drag and drop to reorder from lowest to highest
4. Lowest tier at top (e.g., Bronze)
5. Highest tier at bottom (e.g., Platinum)
6. Click Save Order
7. System schedules automatic sync after 5 minutes

Example Order:

1. Bronze (Lowest - Entry tier)
2. Silver
3. Gold
4. Platinum (Highest - Top tier)

Impact of Reordering:

Before: Bronze → Silver → Gold
Customer qualifies for Bronze and Silver → Assigned to Silver

After reorder: Bronze → Gold → Silver
Customer qualifies for Bronze and Silver → Assigned to Silver (still highest)

If you change Gold qualifications, customer might now qualify for Gold
→ System assigns to Gold after resync

Tier Assignment Logic

Understanding how customers are assigned to tiers:

Evaluation Process

1. Check if program is enabled

   • If disabled → No tier assigned

2. Check enabled tiers only

   • Disabled tiers are skipped

3. Evaluate from highest to lowest

   • Start with top tier, work down
   • Based on tier order you configured

4. Check all qualifications

   • All enabled qualifications must be met
   • If any qualification fails, move to next tier

5. Assign to highest qualifying tier

   • First tier where all qualifications pass

6. Apply benefits

   • Add tags, apply multiplier, award bonus points (if first time)

Example Evaluation

Tiers (highest to lowest based on your order):
1. Platinum - Requires 10,000 lifetime points AND $2,000 in 90 days
2. Gold - Requires 5,000 lifetime points AND $1,000 in 90 days
3. Silver - Requires 2,000 lifetime points AND $500 in 90 days
4. Bronze - No requirements

Customer Status:
- Lifetime points: 6,000
- Spending (90 days): $800

Evaluation:
Platinum?
  ✓ 6,000 ≥ 10,000? NO → Skip to Gold

Gold?
  ✓ 6,000 ≥ 5,000? YES
  ✓ $800 ≥ $1,000? NO → Skip to Silver

Silver?
  ✓ 6,000 ≥ 2,000? YES
  ✓ $800 ≥ $500? YES → QUALIFIES

Result: Customer assigned to Silver tier

Tier Upgrades

When customer qualifies for higher tier:

1. Previous tier benefits removed (tag, multiplier)
2. Previous tier bonus points remain (not removed)
3. New tier benefits applied
4. New tier bonus points awarded (if first time reaching this tier)
5. Customer notified (if notifications enabled)

Example:

Customer upgrades from Silver to Gold:

Removed:
- Silver tier tag
- Silver tier multiplier (1.25×)

Kept:
- Silver tier bonus points (300 points remain in balance)

Added:
- Gold tier tag
- Gold tier multiplier (1.5×)
- Gold tier bonus points (750 points, if first time reaching Gold)

Tier Downgrades

When customer no longer qualifies for current tier:

1. Current tier benefits removed (tag, multiplier)
2. Bonus points remain (not removed)
3. System checks next tier down
4. If qualifies, new tier benefits applied
5. Customer notified (if notifications enabled)

Example:

Customer in Gold tier no longer qualifies (spending dropped):

Removed:
- Gold tier tag
- Gold tier multiplier (1.5×)

Kept:
- Gold tier bonus points (750 points remain in balance)

System re-evaluates:
- Checks Gold: Doesn't qualify
- Checks Silver: Qualifies ✓

Result: Customer downgraded to Silver tier
Silver tier benefits applied

No Tier Assignment

If customer doesn't qualify for any tier:

• No tier assigned
• No tier benefits applied
• Customer still participates in loyalty program
• Can earn points and claim rewards normally
• Will be assigned to a tier when they meet qualifications

Example:

All tiers have qualifications:
- Bronze: 1,000 lifetime points
- Silver: 3,000 lifetime points
- Gold: 7,500 lifetime points

New customer with 0 points:
- Doesn't qualify for any tier
- No tier assigned
- No benefits

After earning 1,000 points:
- Qualifies for Bronze
- System assigns Bronze tier
- Bronze benefits applied

Syncing Customer Tiers

Customer tiers update automatically, but you can manually trigger syncs when needed.

Automatic Syncing

Tiers are automatically synced when:

Customer Events:

• Customer created
• Customer updated
• Customer deleted
• Customer tags change

Order Events:

• Order is paid
• Order is fulfilled

Points Events:

• Any earning rule awards points
• Total lifetime points qualification may be affected

Tier Configuration Changes:

• Tier created, updated, or deleted
• Tier order changed
• Tier qualifications or benefits modified
• Global program enabled/disabled

Delayed Sync for Configuration Changes:

When you make tier configuration changes, a global sync is scheduled 5 minutes later. This allows you to:

• Make multiple edits without triggering sync after each change
• Finalize all changes before customers are re-evaluated
• Avoid unnecessary processing during active editing

Example:

10:00 AM - You edit Gold tier qualifications
10:00 AM - Sync scheduled for 10:05 AM

10:02 AM - You edit Platinum tier benefits
10:02 AM - Sync rescheduled for 10:07 AM (5 min from latest change)

10:07 AM - Sync runs once with all your changes

Tier Order Best Practices

Why Order Matters

Tier order determines which tier a customer receives when they qualify for multiple tiers.

Scenario:

Customer qualifies for Bronze, Silver, AND Gold

If order is: Bronze → Silver → Gold
Result: Assigned to Gold (highest)

If order is: Gold → Silver → Bronze
Result: Assigned to Gold (still highest, because it's first in evaluation)

Wait, this isn't right. Let me correct:

Customer qualifies for Bronze, Silver, AND Gold

Order (lowest to highest): Bronze → Silver → Gold
System evaluates: Gold (top) → Silver → Bronze (bottom)
Result: Customer assigned to Gold (highest qualifying tier)

Recommended Ordering Strategy

Lowest to Highest Progression:

1. Entry tier with no/minimal requirements
2. Engagement tier with point requirements
3. Spending tier with order volume
4. Elite tier with multiple requirements

Example:

1. Bronze (Lowest)
   - No requirements
   - Entry tier for everyone

2. Silver
   - 2,000 lifetime points
   - Engagement focus

3. Gold
   - 5,000 lifetime points + $750 in 90 days
   - Spending + engagement

4. Platinum (Highest)
   - 15,000 lifetime points + $2,500 in 90 days
   - Top tier customers

Testing Tier Order

Before launching or after reordering:

1. Review current tier distribution in analytics
2. Identify sample customers at each level
3. Manually sync those customers
4. Verify they're assigned to expected tiers
5. Adjust order if needed

Related Pages

• Customer Tiers Overview - Introduction and concepts
• Tier Configuration - Setting up qualifications and benefits
• Analytics - Tier performance and statistics

Summary

Tier management involves editing, deleting, reordering, and syncing tiers to ensure customers are always assigned to the correct tier based on their qualifications. The system handles tier updates automatically through webhooks and event triggers.

Understanding tier assignment logic helps you predict how customers will move between tiers and design a tier structure that motivates progression while accurately reflecting customer value.