What happens when a customer's spending drops below their tier? (Essential Loyalty app)

Customers do not drop a tier straight away when their spending falls. Tier changes happen when the app runs a tier review, depending on your tier settings.

• Normal updates: when a customer earns points or places an order, the app only moves them up. It does not move them down at that point.
• Rolling eligibility: if you use rolling tiers, the app reviews the customer after the qualifying period and the grace period have ended. The customer moves to the highest tier they still qualify for. They do not drop straight to the lowest tier.
• Customers below every tier: if a customer no longer qualifies for any tier, they stay in their current tier until the next review.
• Manually assigned tiers: tiers you set by hand are kept during normal updates. The next time the app calculates earned tiers, the customer can still move up if they qualify for a higher tier.

Good to know

• If you want to remove VIP perks from a customer, check whether your tier uses rolling eligibility. Otherwise, the change may not happen until the next review.