A VIP Program is an effective way to track your best customers and incentivize them to come back through exclusive rewards and tier expiry. This guide contains answers to frequently asked questions around VIP tiers and a VIP program.

Q: For existing merchants who are looking to set up an annual VIP tier expiry for the first time, will the initial entry criteria be based on a customer's total historical spend or the amount that the customer spent this year (2023)?

A. The calculation takes into account the account's settings, if you choose expiry to be annual, tiers will expire based on the year-to-date spend. If you do not choose this, it will default to lifetime spend.

Q. What determination is used in order for the customer to be moved to a higher tier?

A. Currently, VIP tiers are based on the customers' total points collected or lifetime points.

Q. If a merchant has a tiered VIP structure and a customer moves down to a lower tier, will this customer go back up to the higher tier if they earn enough points or will they be stuck?

A. If the customer is manually moved from tier to tier, the customer will be ‘sticky’ to that tier. This means the customer will belong to that tier going forward and will not move up. If the customer moved tiers due to tier expiry and earns enough points to level up, the customer will automatically move tiers.

Q. Can Marsello VIP Tiers be created as Tags in Shopify Plus?

A. Currently, Marsello VIP TIers cannot be created as Tags in Shopify Plus. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊

Q. Outside of the standard VIP automation, is there a way to customize messages based on which tier a member is in? For example, if the member was a few points away from leveling up in tiers, could you notify them to encourage a purchase?

A. Currently, there isn't a feature for custom VIP notifications. However, if this is a feature you are interested in, please let our support team know of your interest.

Q. If I disable my VIP program so that I can restructure and then delete a tier. Will those customers already in that tier remain at that tier status or will they refresh to my new structure?

A. Customer tier status will refresh on the next tier sync after re-enabling your program. Please contact our support team if you do not see the tier status refresh within 24 hours after re-enabling.

Q. If I import my customer list and include the customer's tier in my import, does the VIP tier program have to be enabled for the tier level to sync across?

A. Yes, your VIP program needs to be enabled prior to importing a list of customers with preset tiers.

Q. If I have tier expiry enabled, based on the support guide tiers will expire in January. What will happen to those customers who sign up for the VIP tier in June. Will these customers expire out of the tier in June or January?

A. All VIP tier customers will expire out of their current tier in January if they do not meet the requirement to stay in the tier.

Q. Is it possible to edit the name of the base tier?

A. Yes, it is possible to edit the name of each tier via the drop-down menu next to the tier's edit rewards button. This button will provide you with additional options to customize and name the tier.

Q. How many VIP tiers can be created?

A. There is no limit as to how many VIP tiers can be created.

Q. Can I edit the name of the base tier?

A. Yes, it is possible to edit the name of the base tier via the “Edit Member Rewards” button. Here you will see a down arrow, which has additional options & where you can get the name of your tier.

Q. Is it possible to have a paid membership for VIP tiers?

A. Currently, Marsello does not have a feature that supports a paid membership program for VIP tiers. However, if this is a feature of interest, please contact our support team and let them know of your interest.

Q. Can I set up my base tier to reward like this $50 = 1.5 points?

A. You can set up their earning points ratio to be decimal amounts on the dollar side but not the points side. For example, you could set your VIP program to look like this:

Q. If a customer enters a VIP tier, do they need to click tiers to access those VIP rewards?

A. Customers need to click into the VIP tier itself to view the available rewards.

Q. If a customer enters a VIP tier, do they need to click tiers to access those VIP rewards? Or should those VIP rewards show up on the reward ladder for the customer to claim?

A. Customers currently need to click into the VIP tier itself to view the rewards.

Q. Are VIP tier entry emails considered transactional or marketing?

A. If the VIP tier entry is sent via an email automation it is considered transactional, if it is sent via a custom automation, it is marketing.

Q. Is it possible to edit or update the discount settings of the Referral discount?

A. Currently, it is only possible to change the discount type and title. There isn't currently a feature to exclude certain collections or products from the referral discount. However, if this is a feature you're interested in, please reach out to our support team and let them know of your interest 😊

Q. I am manually assigning customers to their VIP tier and noticed the VIP tier entry email is not triggering. Is this expected behavior?

A. Yes, this is expected behavior. When customers are manually assigned to the VIP Tier, the email automation will not trigger. If you would like customers to receive an email when manually assigning, you could create a custom segment for that tier which will send an email once the customer is manually updated to the tier.

Q. If I were to create an exclusive VIP-only reward, can these be redeemed via Bopple?

A. Yes, tiered rewards will appear in Bopple.

Q. Is it possible to automatically have my customers' tier status sync across to my customer groups in Lightspeed Retail (X-Series)?

A. Currently, there isn't a feature that will automatically update your customer groups in Lightspeed X-Series to match the customer's VIP tier in Marsello. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.

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