Change a customer's tier by hand
Sometimes the earned tier isn’t the right answer: a regular who mostly shops in store, a customer migrated from another program, a goodwill upgrade. You can move any customer to a different VIP tier by hand, and Charm treats it as a real tier change, not just a new label.
- Go to Customers and open the customer.
- Under Actions, click Change tier (it’s there while VIP tiers are turned on).
- In Manual VIP tier override, choose the Tier and, optionally, add a Reason for your records.
- If the new tier is higher than the current one, Send the “New tier achieved” email appears, already ticked. Untick it to change the tier without telling the customer.
- Click Save override.
The profile now shows a Manual override badge with a Remove override link, and the customer’s history records the change with your reason.
Moving a customer up
Section titled “Moving a customer up”The customer gets what they’d get by earning the tier:
- The new tier’s ongoing perks apply straight away, such as free shipping, member discounts, the points multiplier and members-only content.
- The tier’s one-time perks are issued: bonus points, and tier gifts set to One-time on tier entry. Gifts set to Claimable reward become available for the member to claim.
- Moving past several tiers issues the one-time perks of each tier passed, unless Only the highest tier’s welcome bonus is on under Settings → VIP tiers → Tier-entry rewards.
- The new tier is synced: your tier tags (if you tag customers), Klaviyo and Ecomail right away, and Mailchimp and Omnisend at their daily sync.
One-time perks are issued once per customer. Moving someone down and back up doesn’t issue them again, except a gift code that was reversed in the meantime, which is issued again.
Moving a customer down
Section titled “Moving a customer down”- The higher tier’s ongoing perks stop immediately. A manual change doesn’t use your grace period.
- One-time perks already issued stay: bonus points remain in the balance and gift codes keep working. To take them back, use Reverse next to the code under Active reward codes, and Adjust balance for the points.
- Claimable gifts from the higher tier that the member hasn’t claimed yet leave their shelf.
- The email option doesn’t appear.
The “New tier achieved” email
Section titled “The “New tier achieved” email”With Send the “New tier achieved” email ticked, Charm sends the same email a customer gets when they earn a tier: in their language, quoting their balance after any bonus points the promotion added. It goes to the email address on the customer’s Shopify profile. The email announces the tier but doesn’t include gift codes; the customer finds those in their account.
The confirmation tells you what happened:
| Message | What it means |
|---|---|
| Loyalty tier override saved | The tier changed. No email was asked for, or the move wasn’t upward. |
| Tier override saved and the email sent | The email went out. |
| Tier override saved and the event sent to your email platform | Charm isn’t sending its own emails (for example, you use Klaviyo flows), so the tier event went to your connected email platform instead. |
| Tier override saved, but the email was not sent: … | The tier changed, and the message ends with the reason. |
The possible reasons are: “the customer has no email address”, “customer emails are turned off”, “the “New tier achieved” email is turned off”, “the address bounced or unsubscribed earlier”, “the same email already went out in the last 24 hours”, and “sending failed”.
How a manual tier works with earned tiers
Section titled “How a manual tier works with earned tiers”A tier you set by hand is pinned. While the override is in place:
- Charm doesn’t move the customer to another tier automatically, up or down, whatever they spend or earn.
- They don’t get the Approaching next tier email.
- Their activity keeps counting toward tiers as usual.
To hand the customer back to your program rules, click Remove override. Charm recalculates their tier right away: if they qualify for a higher tier they move up and receive its one-time perks, and if they qualify for a lower one they move down, after your grace period if you use one.
If you delete the tier a customer is pinned to, Charm drops the override the next time it evaluates their tier.