Introduction
This article covers the most frequently asked operational questions from merchants about how VIP tiers work. For initial setup instructions, refer to the Getting Started and VIP Program Settings guides.
Customer Positioning in Tiers
A customer is not in the correct tier despite their points — what should I do?
First, verify that the VIP program is enabled. If the program was inactive when the customer accumulated their points, those points are not counted retroactively (unless the program start date was adjusted accordingly). If the issue persists after verification, contact your Loyoly CSM.
My customers have enough points but are not advancing to the next VIP tier — why?
In most cases, the tier threshold is configured by Amount spent (€), not Points earned. A customer might have 147 points but only €90 spent: if they haven't reached the "Silver" tier threshold of €130, they won't advance, even if their points balance is higher.
Steps to verify and adjust:
Go to VIP Program → Tiers.
Open the "VIP Tier Access Method" setting.
Check whether the threshold is set to "Amount spent (€)" or "Points earned".
If the expected behavior is based on points, change the method accordingly and save.
If tier advancement still doesn't trigger, also verify that the VIP program is enabled and no order validation delay is blocking the recalculation.
💡 Changing the access method immediately recalculates all customer tiers — see the question "If I change the access method (points → amount spent), what happens?" below.
Can I manually change a customer's tier?
No. It is not possible to force a customer into a specific tier directly from the back office. Tier positioning is always calculated automatically based on points or amount spent. If you want to place a customer in a specific tier, contact your Loyoly CSM who will guide you through the procedure (typically via a point adjustment through import).
A customer placed an order but their tier didn't change — why?
Several possible causes:
An order validation delay is configured — the tier will be updated once the delay expires.
The order amount (or points earned) is insufficient to reach the next tier.
The VIP program is disabled.
💡 Reminder: the tier validation delay and the point attribution delay are two independent settings. A customer can see their points credited immediately while still waiting for their order to be counted toward tier advancement.
Can I view a customer's VIP information directly from their profile page?
From a customer's profile page, you can directly view their current VIP tier, their progression in points or amount spent, depending on your configuration. And the associated dates (tier entry date and expiration date). See User management: profiles, rewards and referrals.
A customer has spent X € (above threshold) but their tier hasn't been recalculated — what to do?
Typical case reported: a customer has spent €900 but remains on a lower tier even though the "Gold" threshold is set at €500.
Diagnostic steps in order:
Check the configured access method: VIP Program → Tiers → "VIP tier access method". If it is set to "Points earned" but you expected "Amount spent", the tier will not reflect the amount spent.
Check the order validation delay: if a delay is configured (e.g. 30 days), the amount will only be counted after that delay has expired.
Check that the customer's orders are validated in Shopify/Prestashop (not in "Cancelled" or "Refunded" status). Loyoly only counts paid orders.
Check the tier expiration mode: in "Valid for 1 year, reset after 12 months" mode, the amount spent counter is reset to zero on each anniversary date — the customer must re-spend the threshold amount within the new year to remain in their tier. Also check the program start date.
If the tier is still incorrect after these 4 checks, contact support.
After a migration from Yotpo, Smile.io, VIP tiers are incorrect — why?
VIP tier calculation is based on the data present in Loyoly. If you have migrated from another program:
If your access method is "Amount spent (€)": make sure you have filled in the
amount spentcolumn in your import file (see Import and transfer customers). Without this column, the tier will be calculated based on future orders only.If your access method is "Points earned": the tier is calculated based on the imported points balance. Check the
pointscolumn.In both cases: activate the VIP program after importing points and amounts, not before. Otherwise, tiers will only be recalculated based on orders placed after activation — or alternatively, set the desired program start date.
Rewards and Tiers
I want to remove a reward from a tier — will customers who had it keep the benefit?
No. Removing a reward from a tier invalidates it for all customers who had unlocked it, including those who already have it in their rewards space. This action is irreversible. We recommend communicating this change to your customers before taking this action.
Are tier rewards stackable with loyalty points?
Yes. Rewards unlocked by VIP tiers are separate from your points balance. A customer can both redeem their points for discounts and benefit from their tier advantages.
Parameter Changes
If I change the program start date, what happens to my customers?
All tiers are immediately recalculated based on the new date. Some customers may move up or down in tiers. The impact also depends on the expiration mode you've configured. We recommend making this change before launching the program.
If I change the access method (points → amount spent), what happens?
All customer tiers are immediately recalculated using the new method. Customers in their tier for less than a year will not be demoted even if the recalculation shows a lower result (anniversary protection applies). We recommend making this change before customers are placed in tiers.
Point Resets and Management
Can I reset a customer's points while they're in a tier?
Yes, but only if your program uses the "Points earned" method (not "Amount spent"). It is possible to reset points for customers in a given tier. Contact your Loyoly CSM to guide you through the procedure.
⚠️ Resetting a customer's point balance to 0 does not change their VIP tier — the tier is maintained until the next anniversary date.
How to force a tier recalculation for a customer after a spend correction?
If you have corrected a customer's amount spent via an import or via the back office, the tier is automatically recalculated at the next occurrence of one of the following events: new order, tier anniversary, or change of access method at the global level. There is no "force recalculation" button for individual customers.
CRM Integrations
Tier variables are not showing up in my CRM (Klaviyo, Brevo…) — why?
Tier data is only synchronized with your CRM once the VIP program is enabled. If your program is still being configured but not yet enabled, tier variables (e.g., Loyoly_Tiers_name) won't be available in your CRM yet. Enable the program, then verify that the properties are syncing correctly before setting up your flows.
Is tier data updated in real-time in my CRM?
Data is synchronized whenever a tier event occurs (promotion, demotion, anniversary re-assignment). If a variable seems incorrect in your CRM, first verify that the VIP program is enabled, then contact your CSM if the issue persists.