To see which plans include Loyalty Tiers, please see our pricing page. If you would like to add Loyalty Tiers to your account, please contact support@loyaltylion.com.
Please note that this is a compilation of frequently asked questions on all our Loyalty tiers. If you would like to find out how to set up regular, calender-based, conditional, hidden, or subscriber tiers, please refer to the attached guides.
Tiers FAQ
Q. Can I change from Spend tiers to Points tiers?
Once you launch your tiers program, you can't make any changes. If you do want to completely close your current tiers program and go through the setup process again, please contact us at support@loyaltylion.com.
Q. Which platforms can use tiers?
Tiers are not dependent on any platform-specific features, and so will work with all the platforms LoyaltyLion integrates with.
Q. How many tiers can a store have?
You can have up to 5, but more can be added on request. However, we recommend keeping the number of tiers lower so your benefits have a greater impact on your customers.
Q. What customizations are available for tiers?
Each tier can be named and given a color. Additional customization can be done using the CSS editor. The availability and cost of rewards can be changed for each tier. This can be used to adjust the number of points awarded for activities and can be edited for each tier.
Q. How does a shopper see what tier they are in?
The shopper's current tier is visible in the sidebar of the Loyalty Panel, and also on the Tiers overview component of the loyalty page. They will also see an on-site notification indicating when they have been upgraded to a new tier (we don't notify them if they are moved down a tier).
Q. How does a merchant see what tier a shopper is in?
A shopper's tier is shown on their customer page in LoyaltyLion along with the date their tier membership will expire. Find out more about the features of the customer page here.
Q. How do manual tiers work?
Customers can be moved into tiers manually on each customer's page in the admin (find out how to do so). Customers who moved into tiers manually will not change tiers again until their current membership has expired - they won't get upgraded based on spend or points like usual.
Merchants can set the expiry date to a future date (x months from now) or tick the option for the tier membership to last forever (the tier membership will never expire).
Q. Are there any Loyalty Emails for tiers?
Nope. However, we push tier information to our mail integrations (Klaviyo, Dotdigital, etc), so a store will be able to use that information to personalize their emails or send emails to shoppers in a specific tier.
Q. Can the tiers be modified once they're launched?
The costs of rewards/points given for activities can be changed. The boundaries (what you need to spend to make it into a tier) can't be changed without deleting and re-creating the tiers. Contact support@loyaltylion.com to rename or change the tier settings.
Q. Will guest shoppers be placed in tiers?
No, they will only be placed in a tier once they sign up. When they create an account, we will look at the past 12 months' prior spend count for tier eligibility (regardless if they were a guest at the time).
Q. What is the tier's minimum purchase date?
Tiers' min purchase date (the date from which we include points/spend for tiers eligibility) is set when a merchant clicks the Launch tiers button, not after the program has finished processing.
Q. Is the approval period taken into account for the customer to move up/down the tier?
Moving up or down tiers does not account for the approval period when your tiers are based on customer spending. As soon as the required spend is reached for a certain tier, a customer will be placed into that tier.
However, if your tiers are based on points, the customer's points must be approved before they move up/down a tier.
Q: When a customer is imported into a specific tier, does that affect how they move up? For example, if a customer is placed in the Gold tier during an import, would they need to spend $1,000 or $2,000 to reach the Platinum tier?
Bronze: $0 - $499
Silver: $500 - $999
Gold: $1,000 - $1,999
Platinum: $2,000+
No, we don’t ignore the tier a customer was imported into. Tier progression is based on their total revenue from the date they entered that tier. So if a customer is imported directly into the Gold tier, they only need to spend $1,000 (not $2,000) to qualify for the Platinum tier.
Q. Is it possible to update my tiers post-launch?
Yes! You will need to reach out to your CSM or our support team (support@loyaltylion.com), who will guide you through the available options.
Q. Why are the "Create an account" date and the "Join date" different between the customer history table and the loyalty tier membership?
When guest customers place an order, they are effectively "customers", but they are not enrolled in the program yet. For tier tracking purposes, guest customers are assigned to the default or lowest tier when they make a purchase at your store, but they are not actually placed in that tier until they create an account.
This is so that when they eventually create their account, the customer can be placed in the right tier retroactively based on their previous spend at your store.
Once a customer enrolls in the program by making an account, if you have the create an account rule enabled this will appear in the history table, but it will show a later date than the tier section.
Q. When a customer moves up into a tier based on points accumulated, if they use those points to redeem and it drops below the threshold to the next tier are they downgraded to the tier below?
Any customer who spends the points they earned won't be downgraded a tier. This is because their tier status is calculated based on points accumulated over the past year (or lifetime) rather than their total points minus points spent.
For example, if the threshold for Tier 3 is 2,000 points. If a user has 2,500 points and redeems 800 of those, they will remain in Tier 3 with their 1,700 points.
There is nothing to worry about here - your customers should remain in the tiers regardless of redemption!
Q. Do refunds affect customers' tier status?
By default, refunds are not taken into account when the program tracks and evaluates customers' tier progress. When you grant your customer a full or partial refund for an order, their tier status will stay the same.
In comparison, you can have customers' tier status re-evaluated when they are granted a full or partial refund. By turning this feature on, if a refund means a customer no longer meets the tier criteria, their tier will be automatically downgraded. Your CSM or the Support Team support@loyaltylion.com can enable this for you.
Conditional tiers FAQ
Q. Which platforms can use conditional tiers?
These tiers can only be used on Shopify and Shopify Plus as Shopify is the only platform that allows users to tag customers.
Q. How many conditional tiers can a store have?
Multiple conditional tiers are now supported in LoyaltyLion, as long as these tiers are delineated by different tags.
Subscriber tiers FAQ
Q. What happens when a customer stops subscribing?
The customer that canceled a subscription will automatically be moved out of the subscriber tier into the best tier they qualify for.
As an example, if you base your tiers on spend and you have three spend-based tiers:
Entry ($0-$49)
Mid ($50-$99)
VIP ($100+)
With a subscriber tier, if a customer has spent $80 in the past twelve months and stops subscribing, they will be moved into the Mid Tier.
Q. My subscription customers aren't in the right tier, why?
ReCharge may take a while to tag new subscriber customers. So if your new subscriber customers don't move into the right tier straight away, check again in 24 hours as they probably will have done then.
If after 24 hours the problem still persists please contact support@loyaltylion.com
Q. How do I move customers into the subscriber tier?
Your customers will be automatically moved to the tier once they place their first subscription order. They will receive an Active subscriber tag in ReCharge, which will move them automatically to the Subscriber tier. If you notice that a customer is not in the subscriber tier and they should be, you should check they have this tag in ReCharge.
Q. How do I know which of my customers are subscribers?
This is something that you'd need to check in ReCharge. Click on Customers and you'll see the whole list of your shoppers. Customers with active subscriptions will have a number different from 0 in the # active subscription column.
Q. Can I have a subscriber tier for every subscription product on my store?
No. This is not how the subscriber tier works. The subscriber tier places customers in a tier based on having subscribed to any subscription product on your store. This cannot be filtered to a specific subscription product.