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.
Assigning Customers to Tiers
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. 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. 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 VIIP 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 😊
Integration-Specific Tier Questions
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.