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.
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.
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.