Tiers
Tiers assign customers to named loyalty levels based on the value of a calculated attribute — for example, total spend over a rolling 12-month period. Tier status can unlock exclusive discounts, rewards, or earning multipliers.
How It Works
- A tier definition is created linking a Customer Attribute (the scoring dimension) to a set of named tier brackets, each with a threshold.
- On the calculation frequency defined in the attribute, the engine evaluates each customer's attribute value and assigns the appropriate tier.
- If a customer's value drops, the configured expiration policy determines whether they are immediately downgraded or stay in their current tier until a specific window ends.
- Tier assignment is visible on customer profiles and can be used as a condition in discount and points rules.
Configuration
Go to Loyalty Management → Tiers → Create New Tier in the Owner App.
1. Definition
| Field | Description |
|---|---|
| Name | Internal name for the tier definition |
| Description | Optional description |
| Customer Attribute | The calculated attribute used to measure tier progress (required). After selection, the attribute's Period and Calculation frequency are shown as read-only info. |
| Countries | Optional filter — restrict this tier to customers from specific countries |
| Status | Active or Inactive |
The Customer Attribute drives the recalculation cadence. If the attribute is configured with a monthly window, tier re-evaluation happens monthly.
2. Expiration Policy
Defines what happens to a customer's tier status when their attribute value falls below the threshold:
| Option | Behavior |
|---|---|
| At the end of the calculation window | Customer keeps tier until the current calculation period ends |
| At the end of the next calculation window | Customer keeps tier through the next full calculation period before downgrading |
| Natural months after winning | Tier expires N calendar months from the date it was earned |
| Months after winning | Tier expires N relative months from the date it was earned |
| Days after winning | Tier expires N days from the date it was earned |
3. Tiers
Add the tier brackets that define the progression ladder. Each tier has:
| Field | Description |
|---|---|
| Name | Display name for the tier (e.g., Silver, Gold, Platinum) |
| Threshold | Minimum attribute value a customer must reach to qualify for this tier |
Click Add Tier to append additional levels. Tiers are ordered by threshold — customers land on the highest tier whose threshold their value meets or exceeds.
The last tier added can be removed from the list until the tier definition has had its first run.
Changes to a tier definition may take up to one hour to propagate to the API and customer profiles.
Earning multipliers per tier
Tiers unlock different earning rates for customers by combining a base points campaign with tier-specific overlay campaigns.
How to configure 3x/2x/1x multipliers
The recommended approach is to create one points campaign per tier level with a tier victory condition:
| Campaign | Trigger | Audience | Tier condition | Effect |
|---|---|---|---|---|
| Base earn | Cart | Loyalty members | None | Ratio: 1 pt/€1 |
| Silver boost | Cart | Loyalty members | Tier = Silver | Ratio: 1 pt/€1 (bonus, stacks with base) |
| Gold boost | Cart | Loyalty members | Tier = Gold | Ratio: 2 pts/€1 (bonus, stacks with base) |
Result: Bronze = 1x, Silver = 2x, Gold = 3x.
All three campaigns must have stackable stackability so they combine on the same transaction.
Using tier as a victory condition
In a points campaign's Victory Conditions section, select Tier as the customer-level condition and choose the target tier. Only customers assigned to that tier will qualify.
Example — Gold-only multiplier:
- Victory condition: Tier = Gold
- Effect: Ratio 2 pts/€1
- Stackable with base earn
A Gold member earns 1 (base) + 2 (boost) = 3 pts per €1. A Bronze member earns only 1 (base).
Propagation delay
Tier changes propagate to the evaluation engine within approximately 1 hour of calculation. During this window, a recently promoted customer may still be evaluated at their previous tier.